CovaU

Quick. Efficient. Respectful. Practical & Helpful Service! Employee: SKY – Electricity Connection: I called to ask about concessions and was assisted by SKY. The call was answered quickly, and Sky was efficient, thorough, and quick. They addressed all my concerns and questions with accurate information. I had called towards the end of the day, but Sky's demeanor/ attitude was upbeat, positive, and energetic. CovaU's rewards appear to be a decent incentive to join! Show details ·  1

Their support (email) automatically responds with a 2 business day response timeframe but 50% of the time, after 8 days of no response, it requires two - three email escalations for actions to occur. They do have a decent call centre but it can take 30 mins or more for actions to be completed and emails are sometimes more convenient and… Read more

practical if they actually actioned more than 50% of email requests. Tried to transfer my Gas over (currently have Elec with Covav) but two - three emails were not responded to and then I was finally advised I could do it online, which was incorrect. After wasted time and effort, I called and it was arranged within 30mins but as an existing Elec Covau customer, I would have expected my current Covau details could have been used to transfer my Gas over simply, without the need to call and reverify my details. In the end, Covau is better than some suppliers (prices, availability, responses) but they do need to improve their email response times and reduce the need for escalations due to no responses. Also transfers should be simpler for existing Covau customers.

I signed up for both electricity and gas accounts with Covau on 31 July 2025 at very competitive rates. The first invoice I received on 11 August was correct. However, I was shocked when I received the next invoice on 9 September — the rates had increased dramatically. Based on my original contract rates, this made about a $50 difference. No… Read more

notification was ever provided by Covau regarding this increase.

I called them and was told someone would call me back, but no one did. I followed up by email but received no response. When I called again, a staff member told me there was a statement on the website saying rates would increase from early August. I asked for evidence and was promised a call back, but again nothing happened.

I then tried another contact number and finally spoke to a guy on 16 September. He agreed to credit the difference on future bills and moved me to another plan. However, when I asked about the billing period between 1–15 September, since their delayed response had caused the issue, he said he could not do anything about it.

Covau has proven to be an unreliable and disappointing company.

BTW, I just checked my gas rate on the website, and unsurprisingly , it has been increased compared to the rate I originally signed up for.

< Update on 29 Sep 2025> Received phone call from Covau today. They have promised me to apply credits on my gas and electricty account. I will keep update once received the invoice.

< Updated on 11/01/2026> All sorted.

A mixed bag so far – The first lady I spoke to, [Name Removed], was quite rude. I had used the EnergyWatch website to figure out which provider to go with, and she told me (quite rudely) that there was no Green Energy plan in Bairnsdale, (which there is) and that I should look at the map instead (what map?) to tell me what plan I could go on. She didn't want to… Read more

listen to me, but wanted to push a different plan on me. When I asserted that I wanted a Green plan the line went dead, I heard nothing but the sounds of silence, and I eventually hung up. I thought I'd give them another try, one because their pricing suited me, and secondly to complain about the rudeness of [Name Removed]. I spoke with [Name Removed], who gave me the Green plan that I wanted, and he assured me that my complaint about the earlier lady would be taken on board. When I asked him to speak slowly for me as his accent was making it difficult for me to understand him, he did so and although still difficult, it was much better. He was very polite and courteous, just lovely, and put me through to [Name Removed] to verify my identity, who was also very polite and helpful, and who was also a customer relations person. Upon reading the notes that [Name Removed] had left re my complaint she mentioned that she would take this up with the rude [Name Removed]. I felt reassured that my complaint had been noted by [Name Removed] for action to be taken, and not just forgotten about. I was reassured yet again by [Name Removed], she also did a good job in restoring customer relations, so felt better about the company as a whole. Because I am moving into a new place on a Monday, [Name Removed] suggested I call on the Thursday to confirm that power connection was all ok to go ahead, which I will do. So, two excellent employees and one dud.

Good rates but solar credits can tie you down – I have been researching electricity deals as my 12-month benefit period with a major is coming to an end, and I am not happy with the prospect of being slugged with a "loyalty bonus" that could equate to a 50% higher bill calculated on the past year's bill stats. Using the government energy comparison site, I narrowed prospective companies down… Read more

to 3 and checked ProductReview (of course!) then went on to the company websites to have another look. At CovaU, a chat window popped up so I asked for the info I was searching for: Can I cash out solar credits?

Before they answered, they wanted to know my full name and email. Nope. They then tried their damndest to get specific info - my full address (nope, State and Postcode is enough), my electricity meter number (!!!?!). After some time "to check", they came back and confirmed solar credits can "refunded".

Meanwhile, my googling found this specific para (see pic) in their customer agreement which basically says solar credits CANNOT be cashed out, only offset against your CovaU electricity bills - a nice way to tie you down if you generate lots of excess solar.

Beware.....If you have any solar credits, this company will NOT pay you the accrued amount. Instead of paying out at the end of a billing cycle, they will hold on to it all until you have actually used enough regular power for it to cover the bill. If you want to leave the company, they will keep any and all amounts that you should have been… Read more

credited. Take care. The photo shows the short paragraph (9.7 on page 51. hiding in their massively long retail booklet)

Price hike and constant begging to leave a positive review every time I contact them. I have contacted CovAU to get my URGS grants applied as it was a busy Xmas, vet fees etc. The 1st few went through fine, but then I had a female CS on chat who was… Read more

extremely insistent that I leave a review, I ignored her posts and just waited for the info on the URGS, it never came as she kept asking me if I had left a review, she expected me to do this whilst we were chatting. I just closed chat, then decided I wanted to file a complaint, I got a male CS and proceeded to explain the situation, in the meantime the previous female CS' name popped in chat and she was now chatting to me and wondered why I wanted to make a complaint, this is where the chat stopped and I decided to call CovAU.

When I explained the situation, CS told me that person on chat would have to have further training, we moved on from there and continued to arrange the grants. I was given an email to contact this person if I needed any further assistance, I did contact and asked to get further grants. This is where it went pear shaped. Not only did the CS agent get my full name wrong, but then they asked me if I could leave a review linking me to specific sites. I mean I just called to complain about what your colleague was doing and you're doing the same exact thing? I am in 2 minds about contacting the EWOV but I know for certainty that I am changing energy providers, I should NOT be pressured and asked numerous times to leave a review, in the email exchange this is exactly what happened and they stated my grant had been applied, my bill shows other wise and I can see that the grant from my end has been approved.

This is borderline harassment and I am sure it's against EWOV policies. Maybe if you just concentrated on doing your job properly and address your customers with their correct names, you would get good reviews without issue.

EDIT: I have added an additional image where on Compare Energy, it shows that I am paying $830 per year but the 2nd offer shows CovAU as $640 per year. I mean rather than keep asking me to leave a review, get me the best possible plan. I have already moved over to GloBird, my estimated savings on electricity is around $500 or more per year.

I have never written a review until now. Little long but TLDR: Service is horrible and potentially deceitful (or just incompetent). It's run of the luck who you get. You don't get assigned a single person on support cases, random people reply back in emails. People over the phone are nice and but it seems some have no clue what to do and does not… Read more

move the case along despite saying they have moved it along. It can be due to incompetence, or due to poor protocols, systems and training. I'd rather believe the latter as the people replying or on call seem nice and try to do their best. I fully believe that when they said the case will move along believed that. Just something else went wrong several times to get me here.

I have a gas connection with them with a meter behind gates that are locked. Understandably I got an estimated bill the first time around. It was unfortunately 10x over my actual usage. I requested a reread and paid the fee for it. On the day, I left the gate open for the read to happen. After three further calls and four emails across the month and a half, the bill gets updated (I had to submit my own image of the meter). However I am charged twice for a special read request - they waived this as a "one time courtesy". I got told this was some extra charge by the gas company who actually handles meter reading.

Upon reaching out (I wanted to know exactly what it was due to so I can avoid it next time), it took three more emails for covau to stop being evasive and admit (or realise?) that the second charge was an unauthorised second rereading (which also failed) due to the failure of the first reread (which I was not informed that it failed and the reason why it took so long to update my bill).

I cannot believe they tried hide this by saying it was waived as a "one time courtesy" when it was entirely an unauthorised charge. They might as well just rob me at this point. If they admitted it right from the start, I'd be fine with it. It isn't much money but the principle is what matters here.

It doesn't end here... I got told I should leave a note or stay home to guide the meter reader as a solution to avoid estimated bills. So I did this on the scheduled next reading date. I took leave out for work, stayed home the entire day and left a note to knock. No one came. They came on the day AFTER the scheduled day and charged me with another estimated bill. Incredible, I wasted my time and my leave.

I send in an email, I get told to send a photo of my meter after the estimated bill read date. I did this and then went camping with no reception. I come back four days later to see that my case gets closed due to me not responding back. Except I did, with the photo of the meter. I was actually waiting on CovAU's correspondence when the case got closed! I cannot email back because their email inbox is full. I had to call and luckily I got [Name Removed] who solved the problem.

Part of the problem is random people reply back. They loose the context of the case and previous email correspondences. This cannot be efficient for the company nor for the customer to reexplain or reread the email chain constantly.