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.
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
- General questions
- Solar technology
- Solar subscription
- Solar ownership
- New build solar
- Billing and payments
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).
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
Solar for new build
Pre-wiring for solar means we’ll install the electrical wiring needed for solar during the construction phase of your home being built or renovated. Introduce us to your builder or your project manager and we can work with them to schedule the electrical work. Once your code of compliance has been issued you are ready for your home to have a solar system installed.
Our team of energy experts will help you with this. We’ll just need a few details about your new home - like the orientation and slope of your roof, nearby trees or buildings to be able to assess your home for solar.
Ideally, you should plan for solar installation during the design phase of your new home or renovation. This allows for seamless integration of solar panels into the architectural plans and ensures the best placement for maximum sunlight exposure. We can, however, plan for solar installation after this stage and work closely with your construction team.
The size of your recommended solar system depends on your home’s size and energy use. We look at each home individually, looking at various factors such as your energy consumption, available roof space, and budget, to help determine the best solar set up for you.
Our solar systems are designed to complement your home’s architecture, not obstruct it. Sometimes the solar panels are not even noticeable on our customers’ roofs. However, if you do have caveats about your designs, it’s important to let us know at the start of the process.
Most new homes are suitable for pre-wiring for solar. However, different factors such as roof orientation, shading, caveats, and local building codes might come into play. We assess each home on a case-by-case basis and do our best to find a solar solution to suit.
Absolutely. We recommend always pre-wiring as part of your new home build as it allows you to future-proof your home for solar energy and enjoy a seamless installation when the time comes. If your home has all the wiring already set in its walls, there’ll also be no messy cables or holes required in the installation process.
Our team are experts in solar installations and will be able to complete the installation in a day.
Typically, there are no consents required for installing solar on a new home. It’s best to discuss solar with your builder or project manager as early in the construction process as possible so if consent is required you can make sure that you get it as part of the planning process.
Our solar systems allow you to run your home with lower energy costs. From the moment you move in you can be safe in the knowledge that you are powering your home with lower energy costs. You’ll save on the cost of retrofitting later, as well as streamlining the panel and battery installation process.
The best time for pre-wiring to start is once your roof is installed, and the building’s wrapped, and before the insulation and gib are installed. We can work with your project manager or builder to make sure that we install our electrical cabling at the right time.
Our trusted solar installers will pre-wire your new build for solar, working alongside your onsite project manager, builder, electrician, and roofer to ensure everything goes smoothly.
No, we will liaise with your builder or onsite project manager to make sure that the timing works.
We will cover the cost of the solar pre-wire, but we may need to ask your electrician to increase the size of your switchboard to allow room for the solar system. These details will be finalised before installation, so you have complete transparency of costs.
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.