SolarZero Warranty and Servicing: Who Is Responsible Now?

If you signed a 20 or 25 year contract with SolarZero and you're wondering who you actually ring when a panel fails or a battery throws a fault code, here's the short answer: the SolarZero customer contracts were transferred into a Special Purpose Vehicle (SPV) and are administered with Public Trust oversight. Day-to-day servicing has been picked up by a transitional operations team, and your existing service agreement (in principle) still applies. In practice, that means you ring the SolarZero customer support line first, you log your fault, and the SPV's contracted technicians are the ones who turn up. If they can't or won't, you have escalation rights via the Electricity and Gas Complaints Commissioner (EGCC), the Commerce Commission, and the Disputes Tribunal. This article walks you through who is responsible for what, what to do when something breaks, and where the limits sit.

This guide is for households who signed a SolarZero "solar-as-a-service" contract (the long-term lease where SolarZero retained ownership of the panels and battery) and now need to understand the servicing reality post-receivership. If you bought your system outright from another installer, this won't apply to you. If you're a former SolarZero customer who wants to exit the contract entirely, head to our guide on buying out your SolarZero system instead.

What Happened to SolarZero, in Plain English

SolarZero (formerly known as solarcity) went into receivership in late 2024 after its parent company BlackRock pulled funding. That sent thousands of Kiwi households into a panic: who owns my panels now, and who fixes them when they break?

To prevent a worst-case scenario where customers were left with dead hardware on their roofs and no contract holder, the receivers (Deloitte, in this case) worked with Public Trust and government stakeholders to move the customer contracts into a structure designed to keep the lights on, literally and contractually.

That structure is the Special Purpose Vehicle (SPV), with Public Trust acting in an oversight role for the benefit of customers. It is not a new "SolarZero 2.0" sales operation. It exists to hold the contracts, collect the monthly payments, and arrange the servicing obligations that SolarZero promised over the 20 or 25 year term.

The SPV / Public Trust Structure, Decoded

Think of it like this. Imagine a trustworthy shopkeeper who has gone out of business, but a neutral third party agrees to hold the lay-by tickets so customers can still collect what they paid for. The shopkeeper is gone; the layby system is intact. That's roughly what the SPV does for SolarZero contracts.

• The SPV is the legal entity that now holds the customer contracts. It is the counter-party to your service agreement.
• Public Trust is a Crown entity that provides independent oversight, ensuring the SPV behaves in customers' interests under the terms of the original contracts.
• A contracted operations team (drawn substantially from former SolarZero staff and partner electricians) handles the on-the-ground servicing.
• You, the customer, still pay the monthly fee under the same terms as before, and you still have the same rights to functioning equipment.

The critical point: the obligation to service your system did not disappear when SolarZero went into receivership. It transferred. That distinction matters legally and practically.

Who Is Responsible for What, Right Now

Here is the layered responsibility map for a SolarZero contract household in 2025:

The SPV (Contract Holder)

Responsible for:

• Honouring the maintenance and servicing terms in your original SolarZero agreement
• Arranging callouts when you log a fault
• Replacing failed components (panels, inverter, battery) where the contract specified
• Collecting your monthly payments and applying buy-back credits where applicable

The Operations Contractor

The operations contractor is who actually shows up at your house. They are responsible for:

• Diagnosing faults
• Carrying out repairs or replacements
• Liaising with your lines company (Vector, Orion, Wellington Electricity, Powerco, Aurora, etc.) for any grid-related work
• Updating your system records

The Manufacturer Warranties

This is the part most customers don't realise still exists. Your hardware came with manufacturer warranties: typically 25 years on panels, 10 years on inverters, and 10 years on batteries (the LG Chem or similar batteries SolarZero installed had their own warranty terms). These warranties were issued by the panel and battery manufacturers, not by SolarZero. They are still live, provided the manufacturer is still trading and the original installation records can be located.

The SPV's operations team has access to the original SolarZero installation records, which means they can submit warranty claims on your behalf. You generally do not need to chase the manufacturer yourself, but you have the right to ask for the warranty paperwork if a dispute arises.

You (the Customer)

You are responsible for:

• Continuing to pay your monthly service fee (unless you've formally disputed it; see our SolarZero billing disputes guide)
• Reporting faults promptly
• Not interfering with the equipment (it's still owned by the SPV, not by you)
• Allowing reasonable access for servicing

What to Do If Your Battery or Panels Fail

Solar systems are designed to fail loudly. You will usually know something is wrong because your generation app shows zero, your battery isn't holding charge, or you get a flashing red light on the inverter. Here is the step-by-step.

Step 1: Document the Fault

Before you ring anyone, take photos and screenshots. Note the date, the time, the fault code (if visible on the inverter or app), and your recent generation history. This protects you if there's any dispute later about how long the system has been down.

Step 2: Log the Fault With the SolarZero Customer Line

The legacy SolarZero customer support channels are still operating under the SPV. Phone first; follow up with an email so you have a paper trail. Always get a reference number.

If you cannot get through, escalate immediately to the SPV's administrator contact (which Public Trust publishes) and CC the EGCC if you've been waiting more than 5 working days for a response.

Step 3: Check the Service-Level Expectations

Your original SolarZero contract should specify response times for faults. In most contracts, this was framed as "reasonable timeframes" rather than hard SLAs, which is one of the weaknesses many customers are now discovering. As a practical rule of thumb:

• Complete system outage (no generation, no battery): expect a response within 5-10 working days
• Partial fault (one panel underperforming, app errors): expect 2-4 weeks
• Cosmetic or non-impacting issue: scheduled at the next routine service visit

If you're being told to wait longer than this with no clear reason, that is the point at which you escalate.

Step 4: Escalate If Nothing Happens

If the SPV's contractors are not responding, you have three external escalation paths:

• Electricity and Gas Complaints Commissioner (EGCC): free, independent dispute resolution. They handle issues with electricity service providers and have been actively engaged with SolarZero customer matters.
• Commerce Commission: relevant if you believe there has been misleading conduct or a Fair Trading Act breach (for example, being told a system is being serviced when it isn't).
• Disputes Tribunal: for claims up to $30,000, with no lawyers and a small filing fee. Useful if you've suffered measurable financial loss (for example, a year of inflated power bills because your panels were dead).

What This Means for You

For the ROI Pragmatist

If you signed a SolarZero contract to save money, the maths still works, provided the system is actually generating. Every month of downtime is money you're paying for a service you're not receiving. Don't be polite about this. Log every fault, demand prompt repair, and if your bill stays the same while your generation drops to zero, that is a billing dispute waiting to happen. Run your numbers against our Solar System Cost and ROI Calculator to see what a working system should be saving you, then compare against your actual bills.

For the Tech-Savvy Optimiser

You probably have decent visibility through the SolarZero monitoring app, or you may have plugged in your own monitoring (a Shelly EM or similar). Use that data. If you can show that your inverter has thrown 47 fault codes in the past six months and only two have been actioned, that's gold-standard evidence for an EGCC complaint. You're also well positioned to evaluate whether buying out the system makes sense, because you understand the underlying hardware values better than most.

For the Eco-Conscious Family

The most important thing for your household is that the system stays operational so your emissions savings continue and you keep locking in those long-term living costs. The good news: the SPV structure was specifically designed to keep the hardware running, not to wind it down. Stay engaged, log faults, and don't let your guard down. A neglected system is a system that ages faster than it should, and that affects everyone in the household for the next decade.

What Installers and the SPV Won't Always Tell You

This is the part where we put our advocacy hat on.

• "Reasonable timeframes" is a soft phrase. The contract language often doesn't pin the SPV to hard deadlines. That suits them, not you. Push for written commitments on response times.
• Replacement parts may not be identical. If your original LG Chem battery fails and LG no longer supplies that model into NZ, you may be offered a different brand. That's allowed under most contracts, but you have the right to ask about cycle life and warranty terms on the replacement.
• Buy-back credits should continue uninterrupted. If your retailer's buy-back payments to your SolarZero account stop or get muddled in the handover, that's a billing issue worth disputing. Check current rates against our internal Dynamic Tariff and Buy-Back Engine before assuming what you're owed.
• You may be eligible to buy the system out. For some households, particularly those late in the contract term, a buy-out is now financially compelling. See the dedicated SolarZero buy-out guide.
• Don't sign anything new without reading it. If the SPV or its operations contractor offers a "revised service agreement", treat it like any contract: read every clause, especially around termination, replacement parts, and price escalation.

Frequently Asked Questions

Do I still pay my monthly SolarZero fee?

Yes, unless you have formally disputed it or bought out the system. The contract transferred to the SPV, and your monthly payments fund the ongoing servicing obligations. Stopping payments without going through proper channels could put you in breach of contract.

Who owns the panels and battery on my roof?

The SPV owns the equipment, not you. That's how the original "solar-as-a-service" model worked, and the ownership did not transfer to customers when SolarZero went into receivership. If you want to own the hardware outright, you need to buy it out.

What happens if the SPV runs out of money?

The SPV is structured to be self-funding through ongoing customer payments and buy-back revenue. Public Trust oversight is designed to flag financial distress early. If the SPV did fail, customer protections under the Fair Trading Act and consumer law remain, and the equipment on your roof remains physically there. The worst-case scenario would likely trigger a further government-supported intervention, given the public interest in keeping thousands of households generating.

Can I use my own electrician to fix faults?

Generally no, because the equipment is owned by the SPV and any unauthorised work could void manufacturer warranties and breach your contract. Always log the fault through official channels first. The only exception is genuine emergency safety work (for example, an electrician isolating the system because of a fire risk), which should be documented and reported immediately.

How long should I wait before escalating to the EGCC?

If you've logged a major fault and heard nothing substantive within 10 working days, escalate. The EGCC is free, and lodging a complaint often accelerates the SPV's response time. You don't have to wait until you're at the end of your tether.

Does the original 25-year panel warranty still apply?

Yes, manufacturer warranties sit with the panel manufacturer, not with SolarZero. As long as the manufacturer is still operating and the installation records exist (which the SPV holds), warranty claims can be processed. The SPV's operations team is the right party to lodge those claims.

What if I want to sell my house?

SolarZero contracts were transferable to the new owner, subject to credit checks. The same applies under the SPV. Alternatively, you can buy out the contract before settlement, which often makes the property easier to sell. Discuss with your conveyancer early in the process.

Can the SPV increase my monthly fee?

Only within the limits of your original contract. Most SolarZero agreements had a defined annual escalator (often tied to CPI). The SPV cannot unilaterally hike fees beyond what the original contract permitted. If you receive a notice that doesn't match the contract terms, that's a Fair Trading Act issue worth raising.

What if my system has been dead for months and no one has fixed it?

You have a strong case for a billing remedy. Document everything (dates of fault reports, reference numbers, generation data showing zero output), keep paying under protest if you're worried about default, and lodge a formal complaint with the EGCC. You may also be able to claim a partial refund of monthly fees for the period the system was non-functional.

Where to Go From Here

The SolarZero situation is stressful, but it is not hopeless. The SPV and Public Trust structure was specifically designed to keep your hardware servicing alive, and you have meaningful rights and escalation paths if those obligations aren't being met. The two most useful next steps for most households are: get clear on your contract terms (dig out the original paperwork), and decide whether you want to continue under the SPV or look at exiting.

For broader orientation on the post-receivership landscape, start with our SolarZero Recovery Resource pillar. If you're being charged for a system that isn't working properly, our billing disputes guide walks through your Fair Trading Act rights. And if you're seriously considering ownership, the buy-out guide will help you crunch the numbers.

Whatever path you choose, the principle is the same: you paid for a working solar system, and a working solar system is what you're entitled to. Don't accept silence as an answer.