If you believe a plumber has scammed you, stop further payments, preserve your evidence and ask the business for a remedy in writing. Contact your bank immediately about unauthorised or disputed payments. If the matter remains unresolved, complain to NSW Fair Trading. Report suspected crime to NSW Police or online fraud through ReportCyber.
Prevent further loss and preserve evidence
Keep a dated record of:
- the advertised business name, contact details, ABN and any licence number displayed
- quotes, invoices, receipts and payment records
- the agreed price and scope, work performed and amounts requested
- advertisements, photos, emails, texts and voicemails
- who attended and when.
Keep original files and provide copies when making a complaint. Independently check how to verify a reliable licensed plumber so you can confirm the business and licence details. Do not make further payments in response to threats, artificial urgency, an overpayment claim or instructions to pay an unrelated third party.
If there is uncontrolled water, sewage, a gas smell, sparking, or water near electrical equipment, keep clear and do not touch affected fixtures. Leave and call 000 if there is an immediate threat to life or property. Otherwise, isolate the water only if the shut-off is known and safely accessible, then arrange appropriately licensed make-safe work. Do not attempt plumbing, gas or electrical repairs yourself.
Request a remedy in writing
Send the plumber a concise written complaint identifying the job, agreed scope or price, payment made and specific problem. State the remedy you want, such as an itemised explanation, completion, rectification, cancellation or refund, and give a reasonable response date.
Keep proof that it was sent and attach copies rather than original records. Describe deception as suspected unless it has been established. Consumer-law remedies depend on the nature and seriousness of the problem, so a full refund is not automatic.
Suspected deliberate deception, identity misuse, theft or an unauthorised payment may be fraud. Poor workmanship, incomplete work, overcharging or an invoice disagreement is generally handled first as a consumer or trader dispute. Check what a plumbing workmanship warranty should cover when the complaint concerns defects or rectification.
If further work could conceal defects, obtain a separate assessment from an appropriately licensed plumber where practical. Do not delay urgent make-safe work. Photograph the condition first only if it is safe.
Use the appropriate complaint channel
- Bank or payment provider: Report unauthorised transactions immediately. For card payments, ask whether a chargeback is available and what evidence and time limits apply; these vary by provider and circumstances.
- NSW Fair Trading: After attempting to resolve the issue with the plumber, use Fair Trading’s current complaint process for consumer, home-building or contractor concerns. Submit your timeline, evidence and written complaint. Fair Trading may assist with dispute resolution but cannot guarantee a refund.
- NCAT: NCAT may be a later option if the dispute falls within its jurisdiction. Check its current eligibility rules, time limits and whether you must first complete the relevant NSW Fair Trading process.
- NSW Police or ReportCyber: Contact NSW Police about suspected theft, deliberate fraud, threats or identity misuse. Use ReportCyber for cybercrime or an online scam. Call 000 only for an immediate danger.
- Scamwatch: Report scam information to help identify patterns. Scamwatch does not investigate individual cases or recover money.
If unsafe or defective work requires a separate safety assessment or written defect report, contact our licensed Sydney plumbers and retain the report and invoice as evidence.