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Complaints

Report a Concern About an NZHHA Member

We Take Standards Seriously - For Your Safety and Peace of Mind

Make a Complaint

The New Zealand Home Heating Association (NZHHA) upholds rigorous industry standards. All certified NZHHA members agree to follow our Code of Ethics, meet technical competency requirements, and deliver safe, compliant work in homes across Aotearoa.

If you’ve had an unsatisfactory experience with an NZHHA-certified business, we want to hear about it. Your feedback helps protect consumers and maintain the high standards our industry is known for.

When to Submit a Complaint

If you are unsure whether your concern is covered, feel free to contact us for clarification.

Contact NZHHA

You may submit a formal complaint to NZHHA if your concern involves:

  • Unsafe or substandard installation by a certified NZHHA member
  • Failure to comply with New Zealand Building Code standards for solid fuel appliances
  • Breach of the NZHHA Code of Ethics
  • Improper conduct or communication during service
  • Health and safety concerns related to certified work

Please Note: NZHHA can only investigate complaints involving businesses or individuals listed in our Member Directory. We are not able to assist with:

  • Complaints about non-member businesses
  • Product defects or manufacturing faults
  • Disputes unrelated to solid fuel heating

How the Complaint Process Works

Submit your complaint using the instructions below.

To submit a formal complaint about an NZHHA member, please complete our short online form below.

We will review your submission to ensure it involves a certified NZHHA member.

Please allow up to 10 business days for an initial response. We are committed to handling all concerns promptly and professionally.

If necessary, we will initiate an investigation with the member involved.

We believe in resolving concerns through a clear, fair and transparent process.

We may contact both parties for clarification, and where appropriate, facilitate a resolution.

You will be updated throughout the process and advised of the outcome.

Get Started

Submit a Complaint

To submit a formal complaint about an NZHHA member, please complete our short online form.

Prefer to email instead? If you’re unable to use the form, or need to send attachments separately, you can also email your complaint to info@homeheat.co.nz

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