FAQ
The following questions confront almost all new pool and spa owners. But furthermore, there are some questions that many long-time pool owners still don’t know the clear answer for. Hence we have written these FAQs to help you get the most out of your pool, with certainty.
FAQ
You can also browse the topics below to find what you are looking for.
General
Generally speaking, the optimum pH is 7.4, a safe chlorine range is 1-3ppm and a good calcium hardness is 180-220ppm. We recommend testing pH and chlorine levels at least once a week and getting into a schedule of adding a certain amount of acid or base (alkaline) and chlorine that you aim to follow each week. If you maintain this schedule, your pool will stay balanced and be very low maintenance.
We also recommend taking a sample of pool water to a pool shop to get it tested. The pool shop will tell you if any of the other chemicals could be improved. For instance, if you have a high calcium hardness in your pool your water can become cloudy and even damage your pool equipment.
There are five main causes of cloudy or green water. They are inadequate filtering, low circulation, low chlorine levels, high calcium hardness and pool algae.
Inadequate filtering and low circulation can be addressed by running your pool filter for longer and more regularly and checking that it’s working properly.
Low chlorine and high calcium hardness levels are a result of a chemical imbalance in your pool. See the section below regarding the right balance of chemicals to help you understand more about this issue and how to fix it.
Pool algae can be removed by maintaining an even balance of chemicals and by regularly cleaning the bottom and sides of your pool. Robotic cleaners work well against algae.
If you have done all the above and your pool doesn’t clear up after a few days, there may be other chemical factors at play. Importantly, your pool needs the correct pH balance (acid/alkaline balance) in order for the chlorine to work effectively. If you are unsure, take a sample of your pool water to a local pool shop.
Yes! Even if you have your pool covered, some debris may still get in it during the winter. You can reduce the running time to 4-6 hrs/day to reduce the power consumption but also provide sufficient circulation to keep your pool water free of algae. It is easier to keep the pool clean than it is to remediate a pool that has been neglected. Good luck!
Please send your contact details to au.sales@fluidra.com so that our Commercial team can follow up with you.
In the simplest pool system, a pump draws water out of the pool and into a filter, which feeds clean water back into the pool. But, in most pools, a few more devices are involved. The pool filter may feed water to the pool heater and/or the saltwater chlorinator before returning heated, chlorinated water back to the pool.
Additionally, your pool may have a robotic pool cleaner that operates independently of this system. It has its own pump and filter that are specialised at cleaning large debris that sinks to the bottom of the pool.
Spas are set up in a very similar way to pools, but there is one main difference that you should be conscious of; spas heat the water to high temperatures, so sanitisation becomes crucial. High water temperatures are a prime environment for bacteria, and this coupled with the high person-to-water ratio can sometimes cause unhealthy bacteria to develop. Chlorine is one treatment, but there are other sanitisers that are more healthy and effective in hot water temperatures. These include bromine, lithium and OxyShock. See our Pure Protection Spa page for more information.
Building a new pool is an exciting project, and you get to make a lot of creative decisions along the way.
Your first choice concerns the kind of pool you envision it to be – a lap pool, a fun family pool or an architectural masterpiece to name a few.
Next, you have a choice of location. Sun, shade, size, slope and other factors come into play.
And, you have a choice of construction material - concrete, fibreglass, vinyl-lined or above-ground.
Preparing your pool for the winter is called ‘winterising’, and it’s a process that keeps your pool in good condition with minimal maintenance over the months where it is dormant. The general process that we recommend consists of four key tasks. These include cleaning the pool, cleaning the filter, balancing the pool chemicals and monitoring throughout the winter.
After ‘winterising’ your pool (see the above section), you will want to re-open your pool when the weather heats up again. There are a few steps to follow, these are cleaning the pool, bringing the water level to normal, ‘priming’ the pump with water before starting, cleaning the filter and balancing the pool chemicals. There are a few more things you might want to do, and several hints and tips. We recommend reading the full article below.
We all love our pools, but it’s true that they can be quite energy-intensive. Therefore Zodiac has made sustainability a top priority throughout our history of innovation. Our current product range is more sustainable than ever. For instance, many of our robotic cleaners use less energy than an LCD TV. And many of our heat pumps draw over 80% of their heat from the surrounding air.
This depends on a few factors. The general advice is to run it 8-10 hours per day in summer and 4-6 hours per day in winter. Please refer to our article for a more detailed calculation.
At the moment we do not sell directly to the public, but you can purchase from one of our dealers. Feel free to use the link below to find your local dealer and ask them to order your desired product if they don't have it in stock:
Australia: https://www.zodiac.com.au/find-a-dealer
New Zealand: https://www.zodiac.co.nz/find-a-dealer
We have dealers in NZ that can assist you. Please reach out to our NZ Customer Care team via phone or email listed on this page to find out more about your local dealer: https://www.zodiac.co.nz/contactus
If we fail to contact you successfully, normally you will receive a text like this to give you the option to text back. We also follow up on attempted contacts on the daily basis. -------------- We've tried to contact you with regards to your case number _______. Please reply to this SMS or call us back on 1300 763 021. We will try to call you within the next 24 business hours Thanks, Fluidra Support
Please contact us via LIVE CHAT(https://www.zodiac.com.au/contactus) to advise which suburb you live in and we can direct you to an Authorised Repair Agent close to you. Alternatively, the cables can be bought as a replacement part. You can use the link below to find your nearest dealer to inquire their stock availability: https://www.zodiac.com.au/find-a-dealer
To have your cleaner repaired outside of the warranty period, we recommend you use one of our Authorised Repair Agents, who will make the assessment and provide you with a quote. If you need assistance in finding a recommended repair agent, please reach out to our LIVE CHAT support (https://www.zodiac.com.au/contactus) Our Live Chat is open 9am - 5pm Monday - Friday, Sydney Time.
If you require a refund, you need to reach out to your pool retailer as your contract of sale is with them. If your product is still within warranty please contact us via LIVE CHAT so that we can assist you with troubleshooting the product or lodge a warranty claim.
Depending on the priority level of the job (for example a split tank would be a high priority), usually we are able to book our technicians in within 1-2 weeks of the time of scheduling, but sometimes in peak season it could take longer.
Unfortunately no. Our autoscheduling system will determine when our technicians are available to attend before we send you a text notification. If you are not available on the appointment date, you can reply NO and you will be given another date.
It can range between 2 to 5 business days. Once your appointment is scheduled, you will receive confirmation of the day and time via text messages.
Depending on the size of the replacement item and how it has been shipped, normally for small items such diaphragms we do not get tracking numbers, but for bigger items such as cleaners we can provide you with tracking. If you want to find out the shipping status of your item, please contact us via LIVE CHAT (https://www.zodiac.com.au/contactus) and one of our Customer Care agents will be able to help you.
Please contact us via LIVE CHAT (https://www.zodiac.com.au/contactus) to let us know which model of cleaner you have. If you don't know the name of the model, please send us a photo of your cleaner and the replacement part you need to servicesupport.au@fluidra.com. In this case, we will order the parts to be sent to you.
Please contact us via LIVE CHAT or via the help and support tab in the myfluidra portal to let us know which product you are having a problem with. One of our friendly aftersales team members will be able to assist you with registering your product for you.
Please log into the MyFluidra warranty portal to register your products before submitting a new service request/warranty claim on this page. For all other inquiries please click on the Chat with an Expert button on the same page to talk to our LIVE CHAT support.
Product Related
This cleaner is designed for routine pool maintenance cleaning and is not intended for pools containing excessive debris accumulation, including large volumes of leaves, sticks, sediment, post-storm debris, or heavily neglected pool conditions.
Operation in heavy debris environments may result in:
Reduced cleaning performance
Obstruction of tracks or intake systems
Interrupted cleaning cycles
Reduced mobility or debris collection capacity
Increased frequency of filter maintenance requirements
To optimise cleaner performance and help prevent clogging or interruption during operation:
Remove large debris from the pool prior to use
Ensure pump baskets and pool filtration systems are clean before operating the cleaner
Periodically inspect and empty the cleaner filter canister during cleaning cycles when operating in heavily soiled pools
Where significant debris accumulation exists, manual pre-cleaning may be required before robotic cleaner operation
Failure to pre-clean excessive debris conditions may impact cleaner operation and cleaning effectiveness.
It isn't recommended the unit isn't consistently left in the water when it isn't in use. We recommend removing the unit and letting it dry out as any potential chemistry issues in the water can affect the cleaners performance.
There are several factors we need to consider when recommending a pool cleaner. Please contact us via LIVE CHAT and we will be able to give you some recommendations. Please also refer to this article to find out the key considerations when choosing a robotic cleaner: https://www.zodiac.com.au/key-considerations-to-choose-the-right%20-robotic-pool-cleaner-for-your-pool
A heat pump is a good choice for getting the most value out of your pool year-round, but the right heat pump is a complicated choice with many factors. Luckily, our Heat Pump Calculator allows you to easily search for the ideal heat pump for your pool.
You will find these resources in our Equipment Assistance page. Simply search by the name of your product and you will find resources written by our Zodiac pool professionals.
Please contact us via LIVE CHAT and inform us the size and surface of your pool and what type and volume of debris you get in your pool, and we will be able to give you some recommendations. Alternatively, please refer to this article to find out which pool cleaner is right for you: https://www.zodiac.com.au/pool-and-spa-guides/what-type-of-pool-cleaner-do-i-need-for-my-swimming-pool