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FREQUENTLY ASKED QUESTIONS

FAQs About CovaU Energy

Is CovaU Energy Australian-Owned?
What services do you offer?
How do I contact CovaU Energy?

Rates and Pricing

Why have my rates changed?
How often do you change rates and prices?
Do you have discounts and promos?
Why is there a peak and off-peak rate?
What is CovaU Basic?
How the Standard Offer prices are set in NSW, SA, and Southeast QLD?
How the Standard Offer prices are set in VIC?

Billing

How to read my invoice?
How will I receive my bill?
Can I change my bill cycle?
My bill seems to be higher than normal, what can I do?
What is an estimated invoice?
Can I submit my own meter reading?
How can I reduce my energy bill?
Why is there a rounding adjustment on my bill?
My account is now closed, why did I receive an adjusted bill?
I’ve signed up to another retailer, why am I still receiving an invoice?
I received a letter or invoice addressed to the occupier, what does this mean?

Payments

What happens if I pay my bill late?
How can I pay my bill?
Do you have payment processing fee?
Can I setup an automatic direct debit to pay my bill?
Do you have additional fees that I should know?

Life Support and Concession Rebates

What is life support?
How to register for life support services?
Are there concessions and rebates available for life support cases?
How can I determine if I’m eligible to receive concessions?
How can I register my Concession?
Where can I see my concession rebate on the bill?
When does the winter gas concession apply?
Why is my concession card not accepted?
Can customer receive concession rebate and life support at the same time?
I’ve been invoiced and missed out on my concession rebates, can these still be applied to older invoices?
What is Solar for Low Income Households (SLIH) Trial?

Financial Assistance

What financial assistance is available for me?
I need more time to pay my bill, do you have payment extension program?
I don’t think my current plan suits me, do you have a better offer?
I’m worried about disconnection due to unpaid bills, do you have programs for people with financial difficulties like me?
How do I setup CentrePay?
What is National Energy Bill Relief Package?

Smart Meter

I need to know my meter ID, where to find my electric and/or gas meter?
What is the difference between basic meters and smart meters?
How do I get a smart meter?
What are the benefits of a smart meter?
Are smart meters safe to use?
How long does it take to install a smart meter?
Is there any power interruption during the smart meter installation, and if so, for how long?
Is the data from my smart meter secure?
Is smart meter accurate and how to check their accuracy?
Can I change my tariff to have off peak, peak and shoulder usage?
What are the timeframes for meter installation?
What to do if I have a meter problem?

Faults, Outages, and Emergencies

Who to call for faults, outages, and emergencies in my area?
What to do if there’s a gas leak?
What to do in case of fire or other natural disasters?
What to do if there’s power outage during a storm?

MyAccount

How to register in My Account?
How to reset My Account password?
What can I do with MyAccount?
How do I opt into the ‘Do not call’ list?

CovaU Rewards

Where and how can I redeem My Rewards?
When can I start using My Rewards account?
How can I reset My Rewards password?
Does my CovaU Rewards account have an expiration date?
Can I redeem offers if I am not in Australia or am currently overseas?

Switching, Transfer, Moving Out

What happens next after I signup with CovaU Energy?
Do I still need to contact my former retailer after the switch?
How long does it take to move home or business?
How long it will take for my account to be switched?
What to do if my account is not switched due to unsuccessful meter read?
What to do if I applied online for my move-in but the service is not working?
How long does it take for an urgent reconnection request?
I have an embedded network; can I still sign up with CovaU?
What is Certificate of Electrical Safety (CES)?
How do I get a Certificate of Electrical Safety (CES)?
Are there charges involved in getting CES?
If I choose another energy retailer, do I still need the certificate?
I don’t have an account with CovaU, why is my supply being disconnected by your company?
I’m moving out soon, how much notice do I need to provide?
I’m going away on holiday; do I need to disconnect my meter?
When can I arrange a Move out?
What if the first request for gas move out is not successful?

Solar

Does CovaU offer Solar Installation?
How can I qualify for a Solar Energy Rebate?
What is Feed-in Tariff (FiT)?

Energy Industry Jargons

What is heating value?
What is NMI
What is time of use?
What are energy charges?
What are non-energy charges?
What is Service to Property Charge or Daily Charges?
What is loss factor?
What are the basic units of energy?
What is controlled load?

Greenpower

How can I cancel or change GreenPower costs on my electricity plan?
How often do GreenPower rates change?
How is the GreenPower charge calculated?

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CovaU Rewards

Where and how can I redeem My Rewards?
When can I start using My Rewards account?
How can I reset My Rewards password?
Does my CovaU Rewards account have an expiration date?
Can I redeem offers if I am not in Australia or am currently overseas?

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1300 111 688
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1300 855 038
Customer Support
1300 689 866
Email Support
support@covau.com.au
Level 29, 225 George Street, Sydney NSW 2000, Australia
PO Box R241 Royal Exchange, NSW, 1225

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