Customer Trial with Rinnai NZ

• What happens if for some reason I cannot be available for the agreed installation date?

  You need to let your installer know that you won’t be present at the agreed installation date and time and they will arrange a new time and date that is convenient for you.

• What does this trial mean for you day to day?

  There will be no change or impact on your day-to-day hot water usage, with no cost to take part in the trial.

• Do I get to keep the insulation?

  Yes, after we remove the device, we will leave the insulation in place, unless you explicitly ask us to remove it. 

• Why do I need insulation on my cylinder?

  We recommend that the hot water pipes coming from the cylinder are insulated to reduce energy loss.

• Will this affect my access to hot water when I need it?

  If you continue to use hot water in the usual way for your household, there should be no difference.

• What if there is any damage made to my wall or cylinder?

  This is not likely, but if any minor damage occurs this will be fixed and left as it was found by the Rinnai NZ nominated professionals that will do both the installation and the removal of the device. We will not be responsible for any existing damage.

• What happens if I have to move unexpectedly?

  You can withdraw from the trial at any time by contacting info@gridsmart.co.nz.  If you decide to leave the trial early, you won't be eligible for the second $100 credit. 

• Does this device affect my existing hot water cylinder warranty?

  No, this device has no effect on any warranties that are already in place.

• Will I be able to control or manage the device and system?

  During the trial period of June – October 2025 you will not be able to control it. There will be no impact on your day-to-day hot water usage. 

• Are the devices safe?

  Yes, these devices are safe and meet all regulatory requirements.

• When will the trial finish?

  The trial will finish on 31 October 2025, with the device being removed from your cylinder during the month of November 2025.    

• When will the trial start?

  Installations will begin on 26 May 2025 with the devices being turned on from 26 June 2025. 

• Will there be support if something isn’t working?

  Yes, there will be technical support available. You can contact info@gridsmart.co.nz.

• Managing and controlling the device

  As part of the trial, we will remotely control and manage the device and system. This is to test how your hot water usage can be optimised, using cheaper energy to heat your hot water when it is needed.  This could reduce the cost of your energy bill because the cost of the energy used (in off peak times versus peak times) will be lower than it was before.   

• When do I receive my credit for taking part in the trial?

  In return for your participation in the trial you will receive a $100 account credit once the device has been installed, and an additional $100 credit once you complete a short survey at the end of the trial.

• Will I own the device?

  No, you won’t own the device during the trial period. The device remains Pulse Energy’s property and should remain untouched. Depending on the success of the trial, there may be options to purchase one for your home in the future.

• What is the installation process?

  This is an uncomplicated process that will take less than hour. A Rinnai NZ nominated professional will contact you to arrange an installation appointment from 12 May 2025.

  They will explain to you how the device works and answer any questions you may have.

   

  What takes place?

  A small device is attached on or near your hot water cylinder. This includes a SIM which allows communication from the device to Pulse Energy. At the same time, the installer will optimise your hot water cylinder – insulating it if needed to help it run more efficiently. This will be left on your cylinder after the trial.

  To allow for your usage data to be visible to us, we will remove a tiny section of the pipe (approx 10cm) that goes into your hot water cylinder and fit a small flow sensor in the valve. At the end of the install, Rinnai NZ will replace the length of the copper pipe where the flow sensor was.

  Rinnai NZ will contact you at the end of the trial in November, to arrange an appointment to remove the device.

• What does the GridSmart technology include?

  A small GridSmart device is attached on or alongside your hot water cylinder.

  This device is connected to a cloud-based platform that receives the hot water usage of your household. This information then allows for the optimisation of your hot water to be able to use energy at cheaper times.

• Why are we doing this trial?

  We’re testing new ‘GridSmart’ technology that optimises the way your hot water is heated in your hot water cylinder. This technology is designed to use lower-cost electricity when heating your cylinder without affecting hot water availability - potentially leading to lower energy bills for customers in the future.

• I would like to withdraw from being part of the hot water trial

  Your participation is completely voluntary. You can withdraw from the trial at any time by contacting info@gridsmart.co.nz. If you decide to leave the trial early, you won't be eligible for the second $100 credit. The device can be remotely deactivated, so you do not need to wait for the removal of the device to get normal function back.