What is the Master Plumbers Guarantee?

When you hire a Master Plumber, Gasfitter or Drainlayer, you have the backing of the 12-month residential Master Plumbers Guarantee of up to $20,000 (incl. GST), protecting you in the unlikely event of substandard workmanship and loss of an advance payment to a contractor should they go into liquidation or bankruptcy.

If you’re unhappy with a service, invoice or charges you have received, the first step is always to contact the business owner. Let them know your concerns and give them at least five working days to get back to you.

How It Works

What it covers

• Residential work only
• Work carried out by a member of Master Plumbers or one of their licensed plumbers, gasfitters or drainlayers
• Incomplete plumbing, gasfitting, or drainage work, up to the amount prepaid by the consumer
• The replacement (if necessary) of any product bought by the member from payment made by the consumer of up to a maximum of $5,000 (incl. GST)

The total coverage for all claims from any and all consumers due to a member's liquidation or bankruptcy is up to a maximum of $20,000, (incl. GST) per member.

What it does not cover

• Pricing / payment disputes, claims or unpaid contracts
• Faulty or defective products or any costs associated with these
• Products not purchased or supplied by the contracted member
• A claim where additional work, changes, or an attempt at remedial actions are carried out without the original contractor's knowledge and consent
• Any claims that have already been filed with the Disputes Tribunal, a court, an insurance company, or under the Construction Contracts Act 2002
• Any occurrence that would normally be covered by the consumer's insurance or the member’s liability insurance
• Claims related to difficulties in identifying the source of leaks, blockages, or similar issues. Roof leaks and blocked drains may require multiple attempts to fix and therefore are not included
• Other exclusions as specified in the Guarantee

Lodging a claim

Complaints must be lodged within 12 months of the date of the invoice. Download the complaints form below and email the completed form to [email protected].

We may reach out to you to clarify any information you've provided and will inform you about the next steps.

If your complaint is about invoicing or charges, you need to take this up directly with your plumber.

Download Complaint Form

Do you have a complaint about someone who is not a member of Master Plumbers?

Please contact the Plumbers, Gasfitters and Drainlayers Board (PGDB) on 0800 743 262

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