2,611 reviews
AI reviews summary
The overall sentiment for CovaU Energy is highly polarised, though a large volume of recent feedback is positive regarding individual customer service interactions. Users frequently praise the helpfulness and professionalism of specific staff members via phone and live chat. However, a significant segment of users reports a "bait-and-switch" experience, where competitive rates offered at sign-up were increased by 25–50% within weeks of joining, often without adequate prior notice.
Pros
- Exceptional Staff Support: Individual consultants are repeatedly cited for being polite, knowledgeable, and patient when resolving billing queries or account updates.
- Efficient Live Chat: The online chat system is frequently highlighted as a fast and effective way to reach real human operators without long wait times.
- Proactive Plan Reviews: Several users noted that the company identifies cheaper plans on their bills and successfully assists in transitioning them to better rates upon request.
- Prompt Issue Resolution: Requests for concession card updates, payment plans, and simple account changes are generally handled quickly and confirmed via follow-up emails.
Cons
- Rapid Price Hikes: A significant number of users report substantial rate increases (up to 50%) shortly after switching, sometimes effective immediately or even backdated.
- Misleading Sign-up Offers: Multiple reviewers claim that the competitive rates advertised on comparison websites were replaced by much higher tariffs before their first bill arrived.
- Solar Credit Restrictions: Frequent complaints regarding the inability to receive cash refunds for solar credits, with the company allegedly retaining balances even after account closure.
- Aggressive Review Solicitation: Several users noted that staff can be "pushy" or "needy" in requesting positive reviews during or immediately after a service interaction.
Verdict
CovaU Energy is well-regarded for its accessible and professional customer service team, making it a strong choice for those who value human interaction and quick query resolution. However, prospective customers should be wary of potential "bait-and-switch" pricing and should closely monitor their rates during the first few months of service. It is particularly important for solar users to review the specific terms regarding credit balances and refunds before switching.
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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
I have spent the past two months trying to get the controlled load removed from my NMI. CovaU has been zero help. I am held to ransom because they are the only ones who can coordinate with the metering provider to update the MSATS database. There is no official complaints process. Their customer service promises callbacks that never happen.… Read more
Managers are never available and no one takes responsibility. I have now engaged the Energy and Water Ombudsman Queensland, who are assisting me to get this simple update completed.
CovaU has a good plan for solar and battery owners, but I cannot take advantage of it until they update their systems and remove my controlled load.
Its concerning that, what should be a simple update has taken months with no end in sight.
Reviews with attachments
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
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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.
- +1
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.
Hi Phoenixd, we appreciate your time in sending this… Read more (+2 replies)
Avoid this company at all costs (don't believe all the positive bot farmed reviews)! I signed up with them a week ago and it has been nothing but an absolute headache. All the call centres are in the Philippines and if you even have an issue be prepared to get treated like a hot potato. Their in app chat is absolutely ai garbage that will leave… Read more
you frustrated. After doing extensive research I chose a plan that included 3 hours free electricity. After talking to a sales person named Hazel, she said she could offer me a better plan that had lower supply charge. After asking explicitly during the conversation if this included 3 hours free electricity she confirmed. 3 days later when the data came through on the app (which is terrible also) I was put on a totally different plan than I agreed to without free electricity getting charged a premium. This is highly illegal under our energy consumer laws and I feel for any older people who may get scammed by them. After a day of chasing it up I talked to someone named Bowie who agreed it was illegal, offered me $80 credit ( which wouldn't even cover the time they charged me for a plan I did not agree with) and said he would switch me to a better plan. Another couple of days later and no action has been taken. AVOID COVAU LIKE THE PLAGUE, Don't believe all the positive reviews.
Latest follow-ups
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
Follow-up · The issue I had was not caused by Covau, but by Jemena, the power distributor. They stated the information they received was not clear, and as such, did not reconfigure my power meter. I got the issue resolved, the meter was reconfigured and I then received the benefits of going solar. All is now well.
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
Follow-up · Well in the end it was a pointless exercise providing a screenshot and dated photo of my meter was a waste of time as they processed my bill with an estimate.
My case is quite urgent & I was grateful that Mark has gone his way to assist me for as much as he can to make this matter happen. I still have to hear of the outcome but I'm confident that Mark will follow thru my case so that we can have gas connected when we move back to our property Show details
Follow-up · Unfortunately, although was connected, my electricity wasn't eventhough I was advised that it would be done. My builders electrician got fed up and just connected with Original instead. So, really disappointed
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Positive reviews
After making a decision to transfer without all the info I needed I was faced with losing some credit I had accumulated with CovaU. Jessie from the retention section pointed out my mistake and made an outstanding attempt to recover my credit on a different account. Thankyou Jessie. A good outcome for me and for CovaU. N.B. CovaU don't refund solar credits. Make sure you use them! Show details
Had a great experience speaking with the support team today about my smart meter upgrade. The representative was incredibly helpful, polite, and resolved my concerns quickly. Great customer service! Show details
Thanks for your assistance in changing my provider to CovaU. I have opted for SolarMax NSW Essential Residential TOU. My phone call was answered quickly and the representative was very professional. The process was seamless and didn't take very long. Show details
Negative reviews
I've repeatedly asked this company - [Name Removed] in particular - to remove my details from Covau's database. Instead, this smart-#@s replies to my requests with another cut and paste promo sales pitch. It is against the law to send unsolicited promo material without an option to unsubscribe, and to have this ignored for the 4TH TIME means they… Read more
have no intention of stopping - so I've make complaints to the ACMA, ACCC and the Energy and Water Ombudsman and I encourage anyone else who is sick of their spam to do the same.
We are very sorry to hear about your experience and… Read more
17 minutes of talking and questions after they contacted me to tell me they owed me money and to ring the contact number to get the money returned. Rochelle was very polite and helpful but this is a very inefficient way to do business. You had all my details, this should have taken no longer than 3 minutes. Show details
Thank you for taking the time to share your feedback… Read more
Bad experience for two month. I've set up my solar battery to be charged during off peak period which is 11am - 2 pm every day, from my account I can see my usage details exactly showed what I have consumed. When I saw my first invoice, it showed the most usage were used during shoulder time, and their feedback said that the graph showing around… Read more
8.338kwh by 11am is due to a one-hour shift, usage consumed between 10am to 10:30am appears later because of this DST offset. I was wondering how come the usage can consume 8.338kwh only in half an hour.
Thank you for sharing your feedback. We're sorry to… Read more
Recent reviews
I've found an energy retailer that works for me! I'm on the SolarMax NSW Residential TOU plan. What I loved: It has a free 3 hour window from 11-2 p.m. (there is a cap of 24kWh, but I can only charge at 9kW anyway) The shoulder rates are reasonable (28.017c/kWh). Some retailers have a very high mark-up on shoulder rates. (I can avoid the high… Read more
61.391c/kWh peak rates with a battery) Amazingly there is a very cheap overnight (12-6 a.m.) 16.5c/kWh rate The daily supply rate (approx $1.29 per day) is reasonable.
Also fast, responsive live chat. Really important for someone who is hearing-impaired like me where phone conversations, especially with unfamiliar accents, is really difficult.
Just hope these rates don't go up too high too fast! I think if you've got a reasonable sized battery around that 24kWh mark, using this retailer is a winner!
Very happy with the discount that I have been offered today.lady who I spoke with was very helpful today. I have been extremely happy with covau gas and electricity.and that is all I have to say.
I spoke with Rochelle and it was easy enough to arrange a discount on my current gas account for here in South Australia. The proof will be on the next invoice, I'll know if it went through ok then. Show details
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I called to check if there is a better offer for my Gas account. The lady checked and offed a much better offer with 22% saving. Extremely happy with the support provided. Thanks Show details
Super supportive staff and excellent customer service. Always got an answer in almost immediate response! And they always give a positive feedback when I enquiry or ask for any update in my plan. So great experience and so nice people there. Show details
I was very happy with the service I got from Trestan. He was knowledgeable, friendly, able to answer all my queries, and finalised and confirmed my updated gas plan straight away. CovaU pre-emptively alerted me to the new plan that would be of benefit, so I am very satisfied customer Show details
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!
During the transfer of my gas service to Covau, my gas connection was incorrectly connected to the wrong property. The issue was quickly assessed and corrected efficiently. Show details
Price seems to be rising with each bill. Time to do another comparison I have contacted them several times over the past 6 months explaining that I haven't received the email for the advertised Rewards Program. I get the same response every time that I will receive it within 2 weeks and the case is closed. I have given up on ever receiving it. Show details
Thank you for your feedback. We're sorry to hear… Read more
Just spoke to customer service to get further feedback on our Concession discount request. She explained what we would need to do and then provided a link to on-forward the updated details directly to her. Excellent service, thank you Show details
Mark Ortega at CovaU was very helpful! He fixed up our billing issue, had good communication with us, and was clear in the next steps. He was fantastic to deal with. Thanks! Show details
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