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Make a complaint

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The Plumbers, Gasfitters and Drainlayers Board is responsible for answering questions and dealing with complaints about licensed and registered practitioners.

We run an independent, fair process for dealing with complaints about the conduct of plumbers, gasfitters, and drainlayers.

We can only consider complaints about conduct that might be a disciplinary offence as set out in section 89 of the Plumbers, Gasfitters, and Drainlayers Act 2006.

That conduct mainly relates to:

  • poor, unsafe, improper or incompetent plumbing, gasfitting, or drainlaying.
  • Unauthorised restricted sanitary plumbing, gasfitting or drainlaying.

Learn more about our complaints process here.

 

Make a written complaint

You must provide enough information to enable the complaint to be investigated.

Our complaints guide will help you through this process.

Send the complaint form to us:

By email: Complaints@pgdb.co.nz

By post: Complaints team, PO Box 10655, The Terrace, Wellington 6143

Before making a complaint

The Board recommends that, before making a complaint, people 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.

Read our resolving problems guide for some helpful tips on how to do this.

What happens next?

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.

Our Registered Work Investigations Guide and our Unauthorised Work Investigations Guide explain the different disciplinary processes.

Can we help?

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.
Complaints decisions are published

The Board's disciplnary decisions are published in our decisions database.

Trade log-in

To log in all you need is your licence number and password.

Enter your username (the 5 digit number on your licence card) and password. Click ‘Go’. If you can’t remember your password, click ‘Forgot My Password’ and follow those steps.  If you need further help let us know on 0800 743 262 or email licensing@pgdb.co.nz

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