FAQs

Starting out on your solar journey can seem a little daunting at first. So we’ve compiled some of our frequently asked questions to help you navigate the world of solar below:

Topics

Topics

Operational Questions

Call 0800 11 66 55 or email customercare@solarzero.co.nz
There is a team ready to support existing subscription customers.

Subscription customers can continue to contact our team by calling 0800 11 66 55 or emailing us at customercare@solarzero.co.nz

If there's an urgent issue with the solar system, you can call our after-hours number on 0800 11 66 55 and one of our team will be happy to help.

SZ Servicing Limited has a dedicated team who support customers who are moving house.  They can be reached by calling 0800 11 66 55 or by email transfers@solarzero.co.nz

Our team will provide all the necessary support to transfer the agreement to the new owner.

Yes, the SolarZero App remains operational.

Payment and Contract Questions

Your energy service agreement continues.  Your current contractual arrangement has not been impacted by the liquidation of the SolarZero corporate entities.

Your Energy Service Agreement remains unchanged.

Your Energy Service Agreement remains unchanged. 

Yes, your energy service agreement continues uninterupted.

Yes, your Energy Service Agreement allows you to switch energy retailers.

The benefits detailed in your energy service agreement remain.

There is no change to your method of payment.  All bank details and direct debits remain the same.

The credit remains secure on your account to be used as a credit against future solar subscription fees.  All customer payments are held by the Public Trust and are not impacted by the SolarZero Limited (in Liquidation).

Installed Hardware

Subscription customers do not buy the solar panels, battery, inverter, framing, wiring, energy management and control systems, two-way meter, or any other kit associated with the solar and battery system (Energy Hardware).  They also don't pay for any solar system repairs, faults, and breakages, including those caused by natural disasters.  Or to replace products that no longer deliver the benefits set out in the agreement.  This is for the length of the subscription. 

Solar panels are designed to be largely self cleaning. We install solar panels on a slight angle so when it is raining they clean themselves. Our team are constantly monitoring your system so if performance has dropped they will contact you and recommend you clean the panels.  SZ Servicing Limited recommends contracting Edwards & Hardy to clean the panels.  They have a team located across New Zealand and can provide a free quote.  Call 0800 666 677 or click here to obtain a quote.  Get a Free Quote from the Experts Edwards & Hardy.

We are responsible for repairs and replacement of the solar and battery systems whether it is a warrently claim, end-of-life, fire, flood or anything else (except deliberate malice).

With your Solar Subscription, you'll enjoy daily monitoring from our experienced energy management team.  They oversee all our solar and battery systems, so if something happens or performance dips, they will fix the problem remotely, call you to check for issues of shading or dirty panels or if it is a system fault arrange for our local expert team to fix it at no additional cost.

Battery lifespan varies based on how you use energy in the home, we will continue to utilise the installed equipment until it impacts our performance guarantees.  At which point we will replace the battery. 

By logging into MySolarZero you will be able to review what is stored in the battery. Simply click on the monitoring tab, and you will be able to see how much energy is stored in the battery.  Alternatively download the SolarZero App from the App store.

Please ensure the battery remains well-ventilated and free from dust build up.  Other than that, our team will take care of the battery making sure it is always optimised for your home.

Yes. The battery we install complies with strict regulations and has several safety mechanisms to prevent accidental damage. It also operates at extra safe low voltage.  Please ensure you keep it free of dust and well ventilated, you should avoid stacking items on or directly surrounding it (that could cause the system to overheat).

The Power to Save

The essence of subscription savings is underpinned by using solar electricity and off-peak & shoulder grid energy for most of your home energy needs.

Of course, the power to save is up to you, as it is also based on how much energy you consume and when.  Our energy specialists, MySolarZero and/or SolarZero App help you save by providing tips and tricks and clear visibility on energy usage.

Moving Home FAQs

Let us know as soon as you are considering moving home you can do this by contacting our transfer team transfers@solarzero.co.nz

You are essentially taking over a solar subscription at a rate that was locked in when the existing homeowner signed up, supported by industry leading guarantees, to help you save on your annual power bills.

Our team will tell you how many years are left on the SolarZero energy services contract - it will be the years left on the contract from when the homeowner signed up.