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.
Topics
- Operational Questions
- Payment and Contract
- Governance
- Solar Subscription
- Installed Hardware
- The Power To Save
- Power Outages
- Moving Home
- Electricity Price Increase
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
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 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).
Governance Questions
The commitments detailed in your agreement with SolarZero will not change, although the Servicer responsible for delivering the energy service throughout your agreement is likely to do so.
Solar Subscription
You are a customer with a 20 or 25-year Energy Service Agreement. Our job is to ensure that the equipment driving the subscription performs throughout that time.
We provide a web dashboard &/or a SolarZero App so you can personally monitor solar generation, battery capacity*, solar export, and grid usage. This will enable you to make smart energy decisions to reduce your energy costs.
Our solar engineers also monitor the system's performance and receive an alert if there is an issue. Often, this can be rectified remotely. If not, they will arrange for an electrician to visit at no additional cost to you.
*If you energy service includes a battery
Installed Hardware
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
Power Outages
This depends on the solar system installed at your place please check with our customer care team customercare@solarzero.co.nz
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.
Payment and Contract Questions
What is TOU?
Our Time of Use (ToU) pricing is a simple pricing model that charges you different rates for any energy that is imported or exported depending on whether it is a peak, shoulder or off-peak pricing period.
We optimise your battery around the clock to make the most of the best energy rates, so you can continue to enjoy powering your home with lower energy costs.
· Peak times for power are between 7-9am and 5-9pm Monday to Friday
· Off-peak periods are between midnight to 7am
· Shoulder times are between 9am-5pm, and 9pm-midnight Monday to Friday, and 7am-midnight on the weekends
You don’t need to worry about all of these different periods too much, as our team of energy experts are optimising your battery behind-the-scenes to ensure you’re making the most out of these rates at the best times.
TOU
Below are the rates and time periods. These will be reflected on your monthly power bill from Ecotricity:
Weekdays
Time Period |
Rate Name |
Energy Rate (/kWh) |
Midnight to 7am |
Off Peak rate |
10c |
7am to 9am |
Peak Rate |
26c |
9am to 5pm |
Shoulder Rate |
14c |
5pm to 9pm |
Peak Rate |
26c |
9pm to Midnight |
Shoulder Rate |
14c |
Weekends
Time Period |
Rate Name |
Energy Rate (/kWh) |
Midnight to 7am |
Off Peak rate |
10c |
7am to Midnight |
Shoulder Rate |
14c |
The new energy rate is based on:
· energy wholesale pricing
· the solar, battery and grid usage profiles of our customers (import, export, lines charges and solar generation or consumption)
· solar subscription costs
Additionally, we collaborate closely with Ecotricity to assess the current market landscape and make informed decisions regarding pricing. Our goal throughout this process is to deliver value to our customers in a financially sustainable manner.
The expected average import rate is 12.2c/kWh and Export is 14.7c/kWh across the year, so compares well with other retailer rates. This compares to the average of 16.7c/kWh for other NZ retailers.
Our rates remain competitive. We collaborate closely with Ecotricity to assess the current market landscape and make informed decisions regarding pricing.
WHY
Over the last few years grid energy prices in New Zealand have risen significantly. As a result, SZ Servicing Limited has had to reassess the subsidised rates we offer our customers. To continue providing competitive rates in partnership with Ecotricity, we need to adjust our pricing to align with rising market prices. We remain committed to delivering value and competitive rates to our customers.
Moving from a flat rate to multiple tariffs allows us to better align energy prices with the actual cost of supplying electricity at different times of the day, and provides customers with increased options to control their power charges.
In part yes, the SZ Servicing team stepped in to continue to provide your service after SolarZero’s liquidation.
Since then, we have been reviewing the costs of running the business to ensure it can continue to deliver your service.
We found the overall costs of your service were not being fully recovered. These included a subsidy for the cost of power from the grid and recent increases in wholesale energy rates that were not reflected in your energy charges.
The terms of your agreement with SolarZero allow us to adjust rates to cover costs, and we now need to make changes to the subsidised energy rate provided through Ecotricity.
IMPACT - SAVINGS
We estimate average power users power bills could increase by approximately $30 per month, while for low power users the difference could be as low as $5 and for very high-power users the increase could be as much as $150.
Importantly, the monthly SolarZero Solar Energy Fee remains set for the duration of your contract, but the energy rates with our grid partners are changing.
Most customers will continue to save, and for any that don’t, our savings guarantee is still in place.
Our savings guarantee assures you that as long as you meet your contract obligations and fair usage guidelines, you will save on your total energy costs compared to what you would have paid with your previous provider. If you don't achieve these savings, we'll credit you the difference after the year ends.
There are a few steps we take to calculate your savings. First, we take your solar subscription and add it together with your Ecotricity bill. Then, we compare this total with what you would have paid with your previous provider.
We calculate this using the power bill you provided when you first joined us and how much energy you use in the year.
Next, we apply a 5% reduction in energy use because we give you better visibility across your energy usage, and you can monitor your energy consumption through the MySolarZero dashboard.
Lastly, we apply an increase to your previous retailer's electricity rates for every year you have been with us to reflect average market price rises – the percentage for this can vary but is based on the Ministry of Business, Innovation and Employment figures published through the Quarterly Survey of Domestic Electricity Prices (QSDEP).
IMPACT - OPTIONS
Please refer to your email for information on the date the new energy rates will take effect for you.
You can access monitoring of your system by logging in to the MySolarZero dashboard or by accessing the SolarZero App. Monitoring will show you how your home is being powered – from the solar system, from the grid or from stored energy in the battery – and at what times.
Try to schedule as much usage during off-peak times as possible. Some common household equipment that you can schedule to run during off peak are:
· Hot water heating (make sure you allow SolarZero to run this for you to maximise efficiency)
· EV chargers
· Washing machines and dryers
· Dishwashers
The energy price increase will not result in any changes to the services we provide. You can continue to rely on us for the same reliable solar and battery solution and customer support.
No. You can expect the same billing procedures from your grid energy provider. Your monthly energy bill from our grid partners will reflect the new energy rate, but there will be no changes to the billing or payment methods.
Absolutely, your Energy Service Agreement enables you to change grid energy companies. However, changing provider will impact the savings guarantee.
MISC
SZ Servicing Limited is responsible for communicating changes that affect your energy service, including pricing adjustments, because these competitive rates are secured exclusively for SolarZero customers. While the grid energy rate changes are implemented and billed by our partners, SZ Servicing Limited serves as your primary point of contact for all matters related to your solar subscription.
The energy price adjustment is part of our ongoing efforts to ensure the long-term sustainability and quality of your service. While we work to avoid price changes, the energy market is dynamic and subject to various factors that may influence pricing over time.
While we cannot guarantee this will be the only price change, we remain committed to being transparent about any changes and providing advance notice to our customers, while assisting you to power your home at a lower cost than via your previous provider.