Step 1 — Try to Resolve It Directly First
Most disputes are resolved through a direct conversation. Before escalating, contact the tradie professionally and clearly explain the issue. Put it in writing (email or text) so you have a record.
What to say in your first message
- Describe the specific problem (e.g. "the deck boards are lifting at the joins after two weeks")
- Reference the agreed quote or contract
- State what outcome you want (fix the issue, partial refund, explanation)
- Give a reasonable deadline to respond — 5 business days is standard
Keep the tone professional. Tradies who know they made a mistake often fix it when approached directly and respectfully.
Step 2 — Submit a Formal Complaint to TradieTools NZ
If you can't resolve it directly, contact us. We will investigate and take action where appropriate — including issuing warnings or removing listings for serious breaches.
What to include in your complaint
- The tradie's name and listing URL
- Nature of the complaint: quality issue / no-show / overcharge / safety concern / fraud
- Any supporting evidence: photos, quotes, contracts, messages
- What outcome you're seeking
Email your complaint to: [email protected]
What happens when we receive your complaint
Possible outcomes
- No action — complaint not substantiated by evidence
- Warning issued — tradie notified, complaint noted on record
- Listing suspended — pending investigation of serious complaints
- Listing removed — for fraud, safety incidents, or repeated serious breaches
Note: TradieTools NZ is a directory service. We do not employ tradies or guarantee their work. Our complaint decisions are not legally binding. For legal remedies, see Step 3 below.
Step 3 — External Escalation Options
For legal remedies, licensed trade complaints, or consumer protection issues, the following NZ bodies can help:
⚖️ Disputes Tribunal
For financial claims up to $30,000 (or $62,000 by agreement). Fast, low-cost, no lawyers required.
🏗️ MBIE — Licensed Building Practitioners (LBP)
For complaints about builders doing restricted building work without a licence, or LBP misconduct.
⚡ EWRB — Electrical Workers
For complaints about unlicensed electrical work or registered electrician misconduct.
🔧 PGD Board — Plumbers, Gasfitters, Drainlayers
For complaints about unlicensed gasfitting or drainlaying work, or licensed practitioner misconduct.
🛡️ Consumer NZ
For general consumer rights advice and escalation under the Consumer Guarantees Act.
Tips for a Stronger Complaint (at Any Level)
- Always get quotes in writing — verbal agreements are hard to prove
- Take photos before, during, and after the work
- Keep all messages — texts, emails, and voicemails are all evidence
- Don't pay the final invoice until you're satisfied — leverage disappears once you've paid
- Check the licence — for builders, electricians, and plumbers, a licence is legally required for many jobs in NZ
Need to report a tradie on TradieTools NZ?
Email us at [email protected] — we respond within 24 hours on business days.