Members Code of Conduct
IAONZ members commit to professional conduct, safe work practices, quality installation, appropriate product selection, and compliance with the New Zealand Building Code and relevant standards. The IAONZ Members Code of Conduct sets out the conduct expected of IAONZ members and supports confidence in the New Zealand insulation industry.
This page explains the IAONZ Members Code of Conduct, how concerns about an IAONZ member can be raised, how IAONZ will consider complaints, and where product compliance or product certification concerns should be directed.
IAONZ Complaints process
IAONZ manages complaints under its Complaints Procedure.
When IAONZ receives a complaint, we will generally:
- acknowledge the complaint
- check whether the complaint relates to an IAONZ member
- consider whether the matter falls within IAONZ’s role and rules
- request further information if required
- consider whether the matter should first be dealt with by the member, another authority, regulator, certification body, or contractual process
- provide the member with a fair opportunity to respond, unless there is a valid reason to delay or limit notification
- consider the matter in accordance with the IAONZ Complaints Procedure and principles of natural justice
- determine what further action, if any, is appropriate
Possible outcomes may include no further action, referral to another body, advice or education, a request for corrective action, warning, censure, suspension or cancellation of membership, or another response available under IAONZ’s rules.
Product compliance, product certification and misleading product claims
Some concerns are more appropriately directed to MBIE rather than IAONZ.
This includes concerns about:
- building product information requirements
- product certification
- CodeMark certificates
- overseas product certifications or recognised standards
- alleged misleading or unsubstantiated building product claims
- product information that may be false, incomplete, or not compliant
- serious building product failures or systemic product compliance concerns
MBIE is the New Zealand regulator responsible for building product information requirements, product assurance and investigations. MBIE states that enquiries and complaints about serious building failures, building products, CodeMark, and alleged misleading or unsubstantiated product claims can be directed to its product assurance and investigations contacts.
For product information concerns, MBIE advises that concerns about designated building products or systems should generally be raised with the supplier first, and that if a person believes product information does not meet the regulatory requirements, they can email MBIE at products@mbie.govt.nz.
MBIE contact points include:
products@mbie.govt.nz
For Building Product Information Requirements, product information, complaints, warnings and bans.
buildinginvestigations@mbie.govt.nz
For product assurance and investigations, including serious building failures, building products, CodeMark and alleged misleading or unsubstantiated product claims.
codemark@mbie.govt.nz
For CodeMark related matters.
IAONZ may still consider whether a product-related concern also raises a member conduct issue under the IAONZ Code of Conduct or Complaints Procedure. However, IAONZ does not replace MBIE’s regulatory role and does not determine Building Code compliance, product certification validity, or statutory enforcement matters.