Plumbers, Gasfitters
and Drainlayers Board
Complaints and Disciplinary Processes
Complaints
The Plumbers, Gasfitters and Drainlayers Board is responsible for answering questions and responding to complaints about licensed and registered practitioners and about restricted work carried out by unlicensed people.
We can only consider complaints about conduct that might be an offence under the Plumbers, Gasfitters, and Drainlayers Act 2006.
Check out the video to find out what types of complaints we can help you with
Before making a complaint
The Board recommends that, before making a complaint, you:
- try to resolve any issues by talking to the relevant plumber, gasfitter or drainlayer directly. Problems are often resolved quickly and effectively in this way.
- review what complaints the Board can consider and what outcomes it can order. Read our resolving problems guide for some helpful resources for matters that the Board cannot consider.
Things we can consider:
- Complaints about work that fall within the statutory definitions of sanitary plumbing, gasfitting and/or drainlaying.
- Complaints about negligent, incompetent and/or non-compliant work.
- Complaints relating to supervision issues.
- Complaints about unauthorised work being carried out.
Things we can't consider:
- Complaints about work that falls outside the statutory definitions of sanitary plumbing, gasfitting and/or drainlaying.
- Frivolous and/or vexatious complaints.
- Complaints in relation to refusal to supply compliance documentation and/or gas certificates.
- Complaints in relation to contractual, billing and invoicing disputes.
- Complaints requesting replacement and/or repairs.
- Confidential complaints
Things we can't do
The Board cannot award compensation or order repairs.
Supporting documents
Prepare any information you have to support your complaint - this could include photographs, invoices, quotes, compliance documentation and remedial reports.
Make a complaint
You can submit a complaint by:
By email: complaints@pgdb.co.nz
By post:
Complaints Team
PO Box 10655
The Terrace
Wellington 6143
Notify us
If you don't wish to make a formal complaint or you wish to remain anonymous, you can still notify us of any concerns you may have.
The Board can use the information provided for intelligence purposes, including future targeted operations.
You can send this information to us by:
By email: complaints@pgdb.co.nz
Phone: 0800 743 262 or (+64) 4 494 2970 if calling from overseas
By post:
Complaints Team
PO Box 10655
The Terrace
Wellington 6143
Complaints and investigation process
Our Registered Work Investigations Guide and our Unauthorised Work Investigations Guide explain the different disciplinary processes.
- Once we receive your complaint, a Complaints Advisor will contact you to request further information and confirm your complaint is within our jurisdiction to investigate.
- If your complaint does not meet the criteria for an investigation, your complaint will be dismissed.
- If the complaint does meet the criteria for an investigation, the Registrar will appoint an investigator.
- If the subject of the complaint is a registered person, they will received letters informing them of the investigation and they will also receive a copy of the complaint.
- The investigator then determines whether the Board should consider the complaint at a disciplinary hearing.
Complaints may lead to registered Plumbers, Gasfitters and Drainlayers being disciplined by the Board and/or unauthorised persons being prosecuted in the District Court. However, the Board cannot award compensation or order repairs.
If you have had a complaint made against you
If you are a registered plumber, gasfitters and/or drainlayer, you will receive a letter informing you of the investigation and a copy of the complaint.
Our Registered Work Investigations Guide and our Unauthorised Work Investigations Guide explain the different disciplinary processes.
Why the Board has a complaints process
Sanitary plumbing, gasfitting and drainlaying are regulated industries in New Zealand. The reason they are regulated is to protect the health and safety of the public.
The Board runs an independent, fair process for dealing with complaints about the conduct of plumbers, gasfitters, and drainlayers and for complaints about unlicensed people illegally undertaking restricted work.
Legislation on complaints and discipline in relation to plumbers, gasfitters, and drainlayers below:
- Part 3, Subpart 1 of the Plumbers, Gasfitters, and Drainlayers Act 2006
- Complaints and discipline policy
Legislation on complaints and offences in relation to unlicensed illegal plumbing, gasfitting and drainlaying below:
- Part 3, Subpart 2 of the Plumbers, Gasfitters, and Drainlayers Act 2006
- Prosecutions policy