CovaU

Going well so far. I signed up to CovaU for gas earlier this week and already regretting it. Got an email today saying our meter is disconnected and there will be a connection fee. Our gas has been connected continuosly for the 22 years we have lived here. I emailed back but also called, the person I spoke with was hopeless and consistently… Read more

mumbled. After some back and forth I was told to take a photo of the meter. I questioned what that would achieve and after further protracted back and forth I extracted that what they actually wanted was the meter number - which I gave them from a previous bill without needing to go outside to take a photo. That process took 25 minutes of my life I will never get back. During this time there was also a voicemail that consisted of someone typing for 30 seconds before mumbling and then hanging up. The standard of commumication is appalling. Not even connected yet and I am already looking for another provider.

UNRELIABLE ELECTRICITY COMPANY – A very UNRELIABLE company. I was checking their website when their bot interrupted asking could she help? A firm time was set for the next day for a Human Representative of CovaU to ring me to discuss my concerns. I was ready waiting at the… Read more

agreed date/time, but NO CALL CAME IN. No attempt has been made to ring me in the next 3 days. I would NEVER have further dealings with such an unreliable company. NOT RECOMMENDED

Meter reconfiguration for solar – I called Covau to follow up on a reconfiguration of my power meter for solar. I was advised that the work would be done tomorrow, allowing me to get credits for my solar panels. The service response was great and very helpful. Show details ·  1

I spoke to [Name Removed] from customer service today, who was very polite and helpful with my issue & hopefully will be able to sort out an accurate meter read for my billing Show details

Extremely expensive and horrible service. Long story short, I had a $200 bill that I was unable to pay in time. It was due on the 3rd of August. My next day was due to be the 12th of August so thought I’d just pay it then. Instead of any kind of follow up when the bill was overdue, the only contact I had was from a debt collector, 4 DAYS AFTER IT… Read more

WAS DUE (on Friday the 7th of August).No contact from CovaU at all. This was a violation of their own terms of service which clearly state that if you haven’t paid the bill by the due date, they will give you a reminder notice which will : “ give you a further due date for payment that will be no fewer than 6 business days after we issue the notice.”

Direct quote from their Market Retail Contract Terms and conditions. But no. No reminder notices. No “further due date”. Nothing. Just had a bunch of emails from the debt collectors. The cherry on top is it wasn’t even the “final bill.” I got that today and the due date is the 28th of August. The total was $275 But the debt collectors then said “oh that’s for the $75 because collections has already started on the $200.

I paid the bill in full today (as again I was paid today and was able to) but it’s disgusting behaviour from CovaU to not even bother contacting their clients about unpaid bills, not follow their own terms and conditions and send debt collectors after someone over a bill that was 4 days late.

Oh and not to mentioned I contacted CovaU about this issue and at that time was told there was actually a $86 credit in my account. Obviously that’s great but I was never told about this credit. There was no note of it on any invoice, no emails from them and no indication anywhere on my account. I’ve requested the amount be refunded by why wasn’t that $86 used toward the bill in the first place. And if I never messaged them to complain about the above issue, I wouldn’t have known it existed.

Anyway, do NOT use this company. The fees may be cheap when you sign up but they then go up in price nearly immediately and are supper expensive. They don’t follow their own terms and services and don’t bother communicating anything to their customers

I contacted CovaU to update my gas plan based on a savings recommendation on my bill. The agent was apologetic — the offered plan had lapsed by the time I'd paid the invoice and seen the recommendation. Still, she found me the best alternative available, and it beat every other option I'd compared. She even manually calculated the comparative… Read more

savings on my old bill live with me over the call.

Based on this I changed the plan and was relatively happy with the outcome with Cove and very happy with the service from the agent; I did ask her to provide feedback to CovaU management that it's not great form to advertise a plan that lapses shortly after the invoice is sent out, giving customers little time to action.

To my great surprise, she went far beyond what was needed; following up internally to get the original advertised plan extended to me, then calling back to confirm I was happy with it.

That's fantastic service. Thank you to the agent: CovaU is lucky to have her. That kind of service is what builds customer loyalty and trust, which is in short supply these days.

We had a disappointing experience with the sales representative. When we signed up, we were offered sign-up credits for both of our 4 electricity accounts and our gas account, and we were advised that these credits would appear on our second bills. Unfortunately, the credits never appeared. We followed up twice via email but received no update… Read more

from the sales representative. It wasn't until we contacted the CovaU Customer Service team directly that the issue was addressed. Thankfully, the one of the Customer care team was extremely helpful and took ownership of the matter, following up on our behalf.

Fortunately, we had requested written confirmation from the sales representative regarding the sign-up credits, as they were not included in the contract. In the end, we received a bit higher credit for each of our electricity accounts. However, the credit for the gas account, which had been part of the original offer, was not provided. Although the allocation differed from what was agreed upon, the overall total credit amount was ultimately the same.

We were prepared to leave CovaU if the promised credits were not honoured. We sincerely appreciate her assistance and dedication in resolving this issue. Thank you for your excellent support!

My call was answered without me waiting too long. The staff member was friendly and polite and listened to my request to change plans. He then did what was required and got the job done. Thank you. Show details

I spoke to Eunise today regarding an issue with possible gas disconnection ad she was able to resolve the problem with a minimum of fuss. She answered all my questions and emailed details I required so I feel confident that the gas will not be disconnected Show details

i had an excellent experience with Neil from the Customer Service team at CovaU today. Even though I was arranging to abolish my gas meter, Neil was incredibly helpful, professional and courteous throughout the process. What really stood out was his excellent communication and follow-through. He made sure everything was clearly explained,… Read more

responded promptly to my questions and followed up with me by email to ensure everything was taken care of.

I really appreciate the time and effort he put into helping me today. Excellent service from start to finish — thank you, Neil!

I have spoken to 3 people and sent an email and nobody seems to know what is going on. Questions are-1, how to download power to my battery as nothing is happening, how to activate the 3 hours of upload between 6pm and 9pm. I am told that these are automatic, however I am not seeing anu free power to my batters and there is no upload between 6 and… Read more

9. The app is useless as it has na ability to manage these 2 main issues. It is rediculous to tell me that there are no controls as to how much energy is uploaded from my battery as I JUST MIGHT NEED IT!. Can anyone tell me what other companies can give my at elast 5c feed in tarrif at the moment?????

This company will tell you no obligations and 10 day cooling off period all nonsense and will try to extort you for hundreds of dollars complete scam company most of these reveiws are fake. Show details

They claim any owed money will not be transferred, so if they owe me they will not pay and if I owe them I do not pay. Then they say if i owe them I have to pay. They obviously do not understand the law in australia! Covau is such an obvious scam but so far the government allows this scam to continue. Show details

I was very impressed with the level of service I received from the staff at CovaU. The telephone consultant clearly explained what I needed to know. She is very knowledgeable. Show details

I’m very happy with the customer service I received. Both the online chat and phone support were excellent. The staff were friendly, patient and professional throughout the process. Thank you for your kind and helpful support. I really appreciate it! Show details

I’m so surprised that the online chat service is handled by a real person(midnight 1:00am)! The assistance was really considerate and helpful. I’m very impressed with the service so far and very happy to have chosen CovaU! Show details

I called today to make a phone payment on my electricity account & discuss account details & future payments & John took care of everything with absolutely no problems. Show details

On a Sunday I used the online chat service to check some details on my existing electricity accounts. Kathleen was very professional, polite and friendly and she answered all of my questions in a timely manner. I have enjoyed the electriciry discounts I've received through CovaU for the past few months. Show details

Very happy with their service and their pricing. As a home with solar and battery and an EV, their pricing works out very well for us, much better than our previous supplier. Great customer service so far. Show details

I signed up with COVAU very recently, and the process was very easy. I also got a great deal that helps me save money. I’m very happy with COVAU and highly recommend them for anyone considering their next energy retailer Show details

We contacted CovaU to have a final meter reading for our electricity account at our rental property. They were able to arrange this for us without hassle or delay. I can recommend CovaU Show details

Helpful service from Rochelle and quick change to a new and better gas plan that was suggested on my latest bill. I was asked to provide a review, which is fine. Thank you. Show details

Beware Subject: Potentially Misleading Presentation of Solar Feed-in Tariff Eligibility I am writing to raise a concern regarding the way the CovaU electricity offer has been presented to Victorian consumers and to request that this matter be reviewed. I recently compared electricity plans for my property using the Victorian Energy Compare… Read more

website. The CovaU Basics Residential plan was presented as offering a 4.9 c/kWh solar feed-in tariff, together with an estimated annual solar credit based on my property and electricity usage. At no stage during the comparison process was it made clear that this feed-in tariff is only available to Victorian customers with solar systems of 5 kW or less.

My property has a 13.2 kW rooftop solar system, which is a common size for modern residential installations. After conducting my own research and contacting CovaU directly, I was advised that my system is not eligible for the advertised 4.9 c/kWh feed-in tariff because it exceeds 5 kW. This eligibility restriction was only found within a separate Solar Feed-in Agreement and was not prominently disclosed alongside the advertised offer.

In my view, this is a material condition that should be clearly displayed wherever the feed-in tariff is advertised. The value of the plan changes significantly if a customer is not eligible for the advertised solar benefit. Consumers should not have to locate and interpret a lengthy legal agreement or contact the retailer before discovering that they do not qualify for one of the plan's principal advertised features.

This issue is particularly concerning because:

The Victorian Energy Compare website calculated estimated annual savings and solar credits using my property details, creating the reasonable expectation that the advertised feed-in tariff applied to my circumstances. Residential solar systems larger than 5 kW are now common throughout Victoria, making this restriction relevant to a significant proportion of solar customers. The eligibility condition is not presented with sufficient prominence to allow consumers to make an informed comparison between retailers.

I respectfully request that this matter be reviewed and that consideration be given to requiring retailers to clearly disclose any significant eligibility restrictions, such as solar system size limits, wherever feed-in tariffs are advertised or compared. This would help ensure consumers are able to make informed decisions and that advertised offers accurately reflect the customers who are eligible to receive them.

I would appreciate your response outlining your position on this matter and any action that may be taken.

Energy Made Easy directed me to CovaU as being one of the best deals. I contacted them and a very helpful person eventually got through with the contract via WhatsApp and succeeded to sign up to my new account. Show details