What to Do If a Tradesperson Does Poor Work in NZ

You hired someone, paid good money, and the work isn’t right. Maybe it’s unfinished, maybe it’s below standard, or maybe it’s caused damage you didn’t have before. This situation is more common in New Zealand than it should be, and the good news is that you have real, enforceable rights. This guide walks you through every step — from the first conversation to formal legal action if necessary.

Step 1: Document Everything First

Before you make any contact with the tradesperson, document the problem thoroughly. This protects you in any future dispute and ensures you have evidence regardless of how the situation unfolds.

●     Photograph or video the defective work from multiple angles

●     Write down exactly what was agreed in the quote or contract vs what was delivered

●     Note the dates work was carried out and when you first noticed the problem

●     Keep all invoices, quotes, contracts, emails, and text messages

●     If the defective work is creating a safety risk, address the immediate safety issue first (e.g. isolate a faulty electrical circuit) then document

Step 2: Raise the Issue Directly with the Tradesperson

In most cases, the right first step is to contact the tradesperson directly. Many disputes are resolved at this stage, especially if you approach the conversation clearly and professionally.

How to raise it effectively

●     Contact them in writing — email is ideal as it creates a clear record

●     Describe the problem specifically: what was agreed, what was delivered, and how they differ

●     Attach your photos or documentation

●     State clearly what you are asking for: repair, redo, or a partial refund

●     Give a reasonable deadline for a response — typically 5–10 business days

Step 3: If They Don’t Respond or Refuse to Fix It

If the tradesperson does not respond, refuses to fix the problem, or the fix itself is inadequate, you have several escalation paths available in New Zealand.

Option A: Disputes Tribunal

The Disputes Tribunal (formerly the Small Claims Tribunal) is the most accessible and commonly used option for disputes up to $30,000. It is designed to be used without a lawyer, is relatively fast (typically 2–3 months to a hearing), and costs $45–$180 depending on the claim amount.

●     File at disputestribunal.govt.nz

●     The referee will hear both sides and make a binding decision

●     Claims up to $30,000 are eligible; claims between $15,000–$30,000 require both parties to agree to Disputes Tribunal jurisdiction

Option B: Complain to the Licensing Body

For licensed trades, a complaint to the relevant licensing body is often highly effective because it puts the tradesperson’s licence at risk. This is separate from financial compensation but can be a powerful lever.

●     Electricians: complain to the EWRB at ewrb.govt.nz

●     Plumbers and gasfitters: complain to the PGDB at pgdb.co.nz

●     Builders (LBP): complain to the Ministry of Business, Innovation and Employment (MBIE) at building.govt.nz

Option C: Trade Association Complaint

If the tradesperson is a member of a trade association (Master Plumbers, Master Electricians, Registered Master Builders), that association has its own complaints process and may be able to mediate or apply member sanctions.

Option D: Consumer Protection — MBIE

If you believe the tradesperson has engaged in misleading conduct, provided false information, or breached the Fair Trading Act, you can also report to Consumer Protection at consumerprotection.govt.nz. They do not award compensation but can investigate and take enforcement action against repeat offenders.

Step 4: If the Work Has Caused Damage

If the poor workmanship has caused damage to your property (a flooding plumbing job, an electrical fault causing a fire, structural work causing movement), you may have a claim under the tradesperson’s public liability insurance.

●     Ask for their insurer’s details and make a claim directly

●     If they refuse to provide insurance details, contact your own insurer who can pursue a subrogated claim

●     Engage an independent assessor or engineer to document and quantify the damage before any remediation

Step 5: If You Haven’t Paid Yet

If the work is incomplete or substandard and you haven’t made final payment, you are in a strong position. Under NZ law, you are not required to pay for work that does not meet the agreed standard.

●     Do not withhold more than the amount proportionate to the defective or incomplete work

●     Put in writing that you are withholding payment and state the reason clearly

●     Invite them to remedy the issue before final payment is released

●     If they threaten legal action, the Disputes Tribunal is your forum — you can counterclaim for the cost of the defective work

How to Avoid This Situation Next Time

The best protection against poor workmanship is thorough upfront vetting.

●     Use Find A Professional NZ to find professionals with verified reviews

●     Check licences before hiring, not after

●     Get a written contract that clearly describes the scope, standard, and warranty

●     Agree on a payment schedule tied to completion milestones

●     Read recent reviews and contact references before committing

Frequently Asked Questions

Can I get a refund if a tradie does bad work in NZ?

Yes. Under the Consumer Guarantees Act 1993, you are entitled to have defective work remedied, or if it cannot be remedied, to a refund of some or all of the cost. If the problem is substantial, you may be entitled to cancel the contract and get your money back.

How long do I have to make a complaint about a tradie in NZ?

Claims under the Consumer Guarantees Act must generally be brought within a reasonable time. For the Disputes Tribunal, you have up to 3 years from when you became aware of the problem. Act as soon as possible — the sooner you raise the issue, the stronger your position.

What if the tradie has already been paid in full?

You can still pursue a claim. Having paid in full does not mean you’ve accepted the work. Document the problem, contact them in writing requesting remedy, and if they refuse, file at the Disputes Tribunal.

Can I leave a negative review if a tradie does bad work?

Yes, provided the review is truthful and based on your genuine experience. Honest reviews protect other consumers and are a legitimate form of consumer feedback. You should not make false claims, but you are entitled to share an accurate account of your experience.

Know Your Rights. Use Them.

New Zealand’s consumer protection framework gives you real tools when things go wrong. The key is acting quickly, documenting thoroughly, and following the steps in order. And next time, use Find A Professional NZ to find vetted, reviewed professionals you can trust from the start.