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Plumbers, Gasfitters, and Drainlayers Board

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Configuration connectionString: 'InstrumentationKey=ad39df64-f8f3-4d7a-aee2-8204ba97f65c;IngestionEndpoint=https://australiaeast-0.in.applicationinsights.azure.com/;LiveEndpoint=https://australiaeast.livediagnostics.monitor.azure.com/;ApplicationId=9e464776-fbf8-48eb-a2b4-94206e1aced3' }});</script></head> <section class="position-relative container content-section"> <!-- Title and breadcrumbs --> <div class="text-center"> <h1 class="text-primary">Complaints and Disciplinary Processes</h1> <div class="mt-5 breadcrumb-holder position-relative d-flex align-items-center justify-content-center"> <hr class="position-absolute w-100"> <nav aria-label="breadcrumb" class="position-relative d-inline-block bg-white rounded-pill"> <ol class="breadcrumb flex-nowrap m-0 px-4 py-2"> <li class="breadcrumb-item flex-shrink-0"><a href="/">Home</a></li> <li class="breadcrumb-item flex-shrink-0">Complaints and Disciplinary Processes</li> </ol> </nav> </div> </div> <div> <!-- content --> <div class="mb-5"> <h2 class="text-primary mb-3">Complaints</h2> <p><strong>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.</strong></p> <p>聽</p> <p>We can only consider complaints about conduct that might be an offence under the Plumbers, Gasfitters, and Drainlayers Act 2006.</p> <div class="container d-flex align-items-center justify-content-start pt-4 ps-0"> <button type="button" onclick="window.location.href='/complaints_and_discipline/discipline/';" class="btn btn-secondary fw-semibold me-3"> <span class="material-icons material-icons-outlined text-white me-2">arrow_forward</span> Go to disciplinary processes </button> </div> <p>聽</p> <p><strong>Check out the video to find out what types of complaints we can help you with</strong></p> <p>聽</p> <div class="mceNonEditable embeditem" data-embed-url="https://youtu.be/3FWBw3Bd15s" data-embed-height="578" data-embed-width="602" data-embed-constrain="false"><iframe width="602" height="339" src="https://www.youtube.com/embed/3FWBw3Bd15s?feature=oembed" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" allowfullscreen="" title="Complaints video"></iframe></div> </div> <div class="position-relative"> <img src="/assets/circle_arrow_down.svg" class="collapse-arrow-icon position-absolute" alt="circle_arrow_down" data-bs-toggle="collapse" href="#panel0" role="button" aria-expanded="false" aria-controls="panel0"> <div class="collapsable-card collapsed mb-3"> <div class="card card-body border-0 rounded-4"> <div class="d-flex justify-content-between align-items-center border-grey-bottom py-3" data-bs-toggle="collapse" href="#panel0" role="button" aria-expanded="false" aria-controls="panel0"> <h5 class="m-0">Before making a complaint</h5> </div> <div class="position-relative collapse" id="panel0"> <p class="m-0 mb-4"> <p>The Board recommends that, before making a complaint, you:</p> <ul> <li>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.</li> <li>review what complaints the Board can consider and what outcomes it can order. Read our <a rel="noopener" href="/media/cmfbkltw/resolving-problems.pdf" target="_blank" title="Resolving Problems">resolving problems guide</a> for some helpful resources for matters that the Board cannot consider.</li> </ul> <p><strong>Things we can consider:</strong></p> <ul> <li>Complaints about work that fall within the statutory definitions of sanitary plumbing, gasfitting and/or drainlaying.</li> <li>Complaints about negligent, incompetent and/or non-compliant work.</li> <li>Complaints relating to supervision issues.</li> <li>Complaints about unauthorised work being carried out.</li> </ul> <p><strong>Things we can't consider:</strong></p> <ul> <li>Complaints about work that falls outside the statutory definitions of sanitary plumbing, gasfitting and/or drainlaying.</li> <li>Frivolous and/or vexatious complaints.</li> <li>Complaints in relation to refusal to supply compliance documentation and/or gas certificates.</li> <li>Complaints in relation to contractual, billing and invoicing disputes.</li> <li>Complaints requesting replacement and/or repairs.</li> <li>Confidential complaints</li> </ul> <p><strong>Things we can't do</strong></p> <p>The Board cannot award compensation or order repairs.</p> <p><strong>Supporting documents</strong></p> <p>Prepare any information you have to support your complaint - this could include photographs, invoices, quotes, compliance documentation and remedial reports.</p> </p> <div class="pt-4 pb-2"> <div class="d-flex flex-wrap gap-3"> <button type="button" onclick="window.open('/media/cmfbkltw/resolving-problems.pdf')" class="btn btn-secondary fw-semibold"> <img src="/assets/pdf-icon.svg" class="me-2" alt="pdf icon"> Resolving Problems </button> </div> </div> </div> </div> </div> </div> <div class="position-relative"> <img src="/assets/circle_arrow_down.svg" class="collapse-arrow-icon position-absolute" alt="circle_arrow_down" data-bs-toggle="collapse" href="#panel1" role="button" aria-expanded="false" aria-controls="panel1"> <div class="collapsable-card collapsed mb-3"> <div class="card card-body border-0 rounded-4"> <div class="d-flex justify-content-between align-items-center border-grey-bottom py-3" data-bs-toggle="collapse" href="#panel1" role="button" aria-expanded="false" aria-controls="panel1"> <h5 class="m-0">Make a complaint</h5> </div> <div class="position-relative collapse" id="panel1"> <p class="m-0 mb-4"> <p><strong>You can submit a complaint by:</strong></p> <div class="container d-flex align-items-center justify-content-start pt-4 ps-0"> <button type="button" onclick="window.location.href='/complaints_and_discipline/make_a_complaint/';" class="btn btn-secondary fw-semibold me-3"> <span class="material-icons material-icons-outlined text-white me-2">arrow_forward</span> Make a complaint online </button> </div> <p>聽</p> <p><strong>By post:</strong></p> <p>Complaints Team</p> <p>PO Box 10655</p> <p>The Terrace</p> <p>Wellington 6143</p> </p> <div class="pt-4 pb-2"> <div class="d-flex flex-wrap gap-3"> </div> </div> </div> </div> </div> </div> <div class="position-relative"> <img src="/assets/circle_arrow_down.svg" class="collapse-arrow-icon position-absolute" alt="circle_arrow_down" data-bs-toggle="collapse" href="#panel2" role="button" aria-expanded="false" aria-controls="panel2"> <div class="collapsable-card collapsed mb-3"> <div class="card card-body border-0 rounded-4"> <div class="d-flex justify-content-between align-items-center border-grey-bottom py-3" data-bs-toggle="collapse" href="#panel2" role="button" aria-expanded="false" aria-controls="panel2"> <h5 class="m-0">Notify us</h5> </div> <div class="position-relative collapse" id="panel2"> <p class="m-0 mb-4"> <p>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.</p> <p>The Board can use the information provided for intelligence purposes, including future targeted operations.</p> <p>聽</p> <p><strong>You can send this information to us by:</strong></p> <p>聽</p> <p><strong>By email:</strong> <a href="mailto:intel@pgdb.co.nz">intel@pgdb.co.nz</a></p> <p>聽</p> <p><strong>Phone:</strong> 0800 743 262 or (+64) 4 494 2970 if calling from overseas</p> <p>聽</p> <p><strong>By post:</strong></p> <p>Complaints Team</p> <p>PO Box 10655</p> <p>The Terrace</p> <p>Wellington 6143</p> </p> <div class="pt-4 pb-2"> <div class="d-flex flex-wrap gap-3"> </div> </div> </div> </div> </div> </div> <div class="position-relative"> <img src="/assets/circle_arrow_down.svg" class="collapse-arrow-icon position-absolute" alt="circle_arrow_down" data-bs-toggle="collapse" href="#panel3" role="button" aria-expanded="false" aria-controls="panel3"> <div class="collapsable-card collapsed mb-3"> <div class="card card-body border-0 rounded-4"> <div class="d-flex justify-content-between align-items-center border-grey-bottom py-3" data-bs-toggle="collapse" href="#panel3" role="button" aria-expanded="false" aria-controls="panel3"> <h5 class="m-0">Complaints and investigation process</h5> </div> <div class="position-relative collapse" id="panel3"> <p class="m-0 mb-4"> <p>Our聽Registered Work Investigations Guide and our聽Unauthorised Work Investigations Guide explain the different disciplinary processes.</p> <ul> <li>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.</li> <li>If your complaint does not meet the criteria for an investigation, your complaint will be dismissed.</li> <li>If the complaint does meet the criteria for an investigation, the Registrar will appoint an investigator.</li> <li>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.</li> <li>The investigator then determines whether the Board should consider the complaint at a disciplinary hearing.</li> </ul> <p>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.</p> </p> <div class="pt-4 pb-2"> <div class="d-flex flex-wrap gap-3"> <button type="button" onclick="window.open('/media/hwahz2i1/complaints-process.pdf')" class="btn btn-secondary fw-semibold"> <img src="/assets/pdf-icon.svg" class="me-2" alt="pdf icon"> Complaints Process </button> </div> </div> </div> </div> </div> </div> <div class="position-relative"> <img src="/assets/circle_arrow_down.svg" class="collapse-arrow-icon position-absolute" alt="circle_arrow_down" data-bs-toggle="collapse" href="#panel4" role="button" aria-expanded="false" aria-controls="panel4"> <div class="collapsable-card collapsed mb-3"> <div class="card card-body border-0 rounded-4"> <div class="d-flex justify-content-between align-items-center border-grey-bottom py-3" data-bs-toggle="collapse" href="#panel4" role="button" aria-expanded="false" aria-controls="panel4"> <h5 class="m-0">If you have had a complaint made against you</h5> </div> <div class="position-relative collapse" id="panel4"> <p class="m-0 mb-4"> <p>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.</p> <p>聽</p> <p>Our聽<em>Registered Work Investigations Guide</em> and our聽<em>Unauthorised Work Investigations Guide</em> explain the different disciplinary processes.</p> <div class="container d-flex align-items-center justify-content-start pt-4 ps-0"> <button type="button" onclick="window.location.href='https://prod-2023-pgdb.azurewebsites.net/media/gvdcmobk/registered-work-investigations-a-quick-guide.pdf';" class="btn btn-secondary fw-semibold me-3"> <span class="material-icons material-icons-outlined text-white me-2">arrow_forward</span> Registered work investigations guide </button> </div> <div class="container d-flex align-items-center justify-content-start pt-4 ps-0"> <button type="button" onclick="window.location.href='https://prod-2023-pgdb.azurewebsites.net/media/snvbtciu/unauthorised-work-investigations-a-quick-guide.pdf';" class="btn btn-secondary fw-semibold me-3"> <span class="material-icons material-icons-outlined text-white me-2">arrow_forward</span> Unauthorised work investigations guide </button> </div> </p> <div class="pt-4 pb-2"> <div class="d-flex flex-wrap gap-3"> </div> </div> </div> </div> </div> </div> <div class="position-relative"> <img src="/assets/circle_arrow_down.svg" class="collapse-arrow-icon position-absolute" alt="circle_arrow_down" data-bs-toggle="collapse" href="#panel5" role="button" aria-expanded="false" aria-controls="panel5"> <div class="collapsable-card collapsed mb-3"> <div class="card card-body border-0 rounded-4"> <div class="d-flex justify-content-between align-items-center border-grey-bottom py-3" data-bs-toggle="collapse" href="#panel5" role="button" aria-expanded="false" aria-controls="panel5"> <h5 class="m-0">Why the Board has a complaints process</h5> </div> <div class="position-relative collapse" id="panel5"> <p class="m-0 mb-4"> <p><strong>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.</strong></p> <p>聽</p> <p>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.</p> <p>聽</p> <p><strong>Legislation on complaints and discipline in relation to plumbers, gasfitters, and drainlayers below:</strong></p> <ul> <li><a href="https://www.legislation.govt.nz/act/public/2006/0074/latest/DLM397182.html">Part 3, Subpart 1</a> of the Plumbers, Gasfitters, and Drainlayers Act 2006</li> <li><a href="/media/focoxjs3/complaints-and-discipline-policy.pdf" title="Complaints And Discipline Policy">Complaints and discipline policy</a></li> </ul> <p><strong>Legislation on complaints and offences in relation to unlicensed illegal plumbing, gasfitting and drainlaying below:</strong></p> <ul> <li><a href="https://www.legislation.govt.nz/act/public/2006/0074/latest/DLM397723.html">Part 3, Subpart 2</a> of the Plumbers, Gasfitters, and Drainlayers Act 2006</li> <li><a href="/media/utyd4onq/prosecutions-policy.pdf" title="Prosecutions Policy">Prosecutions policy</a></li> </ul> </p> <div class="pt-4 pb-2"> <div class="d-flex flex-wrap gap-3"> </div> </div> </div> </div> </div> </div> <head> <link rel="stylesheet" href="/css/imagelistcontent.css" /> <script type="text/javascript">!function(T,l,y){var S=T.location,k="script",D="instrumentationKey",C="ingestionendpoint",I="disableExceptionTracking",E="ai.device.",b="toLowerCase",w="crossOrigin",N="POST",e="appInsightsSDK",t=y.name||"appInsights";(y.name||T[e])&&(T[e]=t);var n=T[t]||function(d){var g=!1,f=!1,m={initialize:!0,queue:[],sv:"5",version:2,config:d};function v(e,t){var n={},a="Browser";return 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