Source: Utilities Disputes
New Zealanders considering solar power are being urged to do their homework before signing up, as complaints to Utilities Disputes continue to surge.
Solar complaints to the independent dispute resolution body have increased fourteen fold in just four years, from 58 in 2022-23 to a projected 829 this year. Solar, while still a minor electricity provider here, now makes up more than five percent of all electricity complaints and half of all complaints accepted for formal investigation.
“We are seeing a clear pattern of consumers who feel let down,” said Utilities Disputes Commissioner Neil Mallon. “The most common issues involve customer service failures, billing problems, and most concerning, marketing complaints where promised savings have not been delivered.”
Utilities Disputes data shows that 86 percent of solar marketing complaints relate to a failure to realise promised returns, while 68 percent of solar complaints involve customer service issues such as companies failing to act as agreed.
Metering problems are adding to consumer frustration, with 219 solar metering complaints in the past year alone, from missing export credits to months-long delays in getting meters installed and activated.
“Solar is a great technology, but the sales and service experience is not meeting the standard consumers have a right to expect,” Mallon said. “Too many people are entering into long-term financial commitments without fully understanding the costs, the risks, or what happens if things go wrong.”
“We are now at a tipping point for solar. With so many consumers now investigating a switch to solar, it’s never been more important for people to understand what they are buying and for providers to be upfront with their marketing.
“To help consumers navigate solar we are releasing ten top tips today which can also be used by providers so everyone can be on the same page understanding the benefits, the risks and what to look out for.
The guidance covers what to check before committing, what to look for in a contract, and how to manage a solar setup once it’s installed.
Top tips for solar – highlights:
- Read the free EECA guidance and check out trusted organisations such as SEANZ before making any decisions.
- Review your current electricity plan and usage to understand what you need.
- Check whether your roof is suitable and your meter is compatible.
- Scrutinise any assumptions made about savings and promised returns. Ask what happens if you switch retailer or plan.
- For subscription agreements, find out what termination and removal costs will be. These can run into tens of thousands of dollars.
- Contact your current retailer early. Export rates can vary based on system size.
- Keep records and know your ongoing responsibilities.
“As the lead provider of independent utilities dispute resolution, we are uniquely placed to understand the issues and concerns for consumers on solar as well as providers.
“Our message to consumers is simple. Do your homework thoroughly. And if you have a solar complaint, get in touch with us. We are free, independent, and we can make binding decisions. Don’t wait, we’re here to help,” Mallon said.
https://www.udl.co.nz/en/our-publications-and-schemes/solar/