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We are changing the terms of your energy contracts from 1 December 2017, these changes due to the Power of Choice metering reforms. Power of Choice is government led, industry wide program to provide customers with more opportunities to make informed decisions and choices about the way you use electricity services.

As a result of these changes, we have updated the terms and conditions of your Covau Contract. The amendments relate to how metering services are provided and how data is managed and used. (Please refer to the below Power of Choice FAQ)

Contact from us

  • How do I opt into the ‘Do not call’ List?

Energy Affordability

  • What is an Energy Affordability Package?

  • Where can I find out more?

Power of Choice

  • What is power of choice?

  • What are the benefits of Power of Choice reforms?

Pricing & Rate Changes

  • How to read my invoice?

  • What are my new rates?

  • Why are prices changing?

  • When will my new prices come into effect?

  • How much will my bill affected by?

  • Will my discounts/benefits associated with my plan change?

Carbon Tax Update

  • Information about Carbon Tax Repeal.

    The Carbon Tax or Carbon Pricing was known to be part of the Australian Federal Governments Clean Energy Plan. This plan is to reduce greenhouse gas emissions, for Australian busineses such as energy retailers which require to pay tax on these emissions. Please visit www.cleanenergyregulator.gov.au/Pages/default.aspx for more information relating to the carbon tax.

    On the 17th July 2014, the Australia government passed a legislation abolishing the Carbon Tax effective from 1 July 2014, this abolishment is being referred to as the Carbon Tax Repeal. This repeal means that the costs of carbon tax no longer applies and therefore any pass through charges to customers associated with the carbon tax will also no longer apply. For detailed information on the Carbon Tax Repeal please visit www.environment.gov.au/climate-change/repealing-carbon-tax .

  • How will this affect CovaU customers?

    Recently we advised our customers the price changes that were occurring for 1 July 2014. These price changes were based on changes to wholesale and did not take into account of the Carbon Tax Repeal.

    We are working hard on removing the Carbon Tax from all of our energy pricing right now, all residential and small business customers will see a reduction in their energy rates on their energy bills that include consumption from 1 July 2014 onwards. If you haven’t already received a bill that includes consumption from 1 July 2014 there may be a small delay in processing your bills while we ensure that we remove the Carbon Tax rates prior to processing.

  • What happens to the Clean Energy Plan now?

    All of Australia is working hard for a clean energy future, for more information please visit www.environment.gov.au .

  • CovaU Substantiation Statements.

    Click Here to view Covau Carbon Tax Removal Substantiation Statement for Electricity.

    Click Here to view Covau Carbon Tax Removal Substantiation Statement for Gas.

Smart Meters

  • What is a smart meter?

  • What are the benefits of getting a smart meter?

  • How do I get a smart meter?

  • Are smart meters safe?

  • Will I have to pay for a smart meter?

Smart Meter Installation

  • What if I do not consent to having a smart meter installed at my property?

  • Will the smart meter be installed safely?

  • Will I be on a different tariff or energy offer once the smart meter is installed?

  • Will my electricity supply be interrupted during the installation?

  • Is my smart meter data private?

  • What do I do if I have a problem with my meter?

  • What if I have a complaint about my retailer or need additional help?

  • What can my energy ombudsman help me with?

  • What if my bill is higher than it used to be after the smart meter is installed?

Understanding Energy Jargon

  • What is an NMI?

    Your National Meter Identifier (NMI) is a unique number that is assigned to each premise and links your electricity meter with your premise. All energy retailers must include the NMI on their electricity bill.

  • What are energy charges?

    Energy charges are the charges applied for the energy consumed during a time period. These charges vary depending on the tariff and contract.

  • What are non-energy charges?

    Environmental Charges:
    Environmental charges include the costs for carbon price, greenproducts and greenhouse gas scheme certificates.

    Network Charges:
    Network charges include the cost of the supply of energy to a property and maintaining the network of poles and wires.

    Market Charges:
    Market charges include costs from AEMO and NEM such as market fees and ancillary fees.

    • Ancillary fees:
      Ancillary charges are for services used by AEMO to manage the power system safely, securely and reliably. Ancillary services maintain key technical characteristics of the system, including standards for frequency, voltage, network loading and system re-start processes.
    GST

    Goods and Services Tax.

  • What is the Service to Property Charge or Daily Charges?

    This is a fixed administration cost, which is charged for servicing your site.

  • What is a Pay on time Discount?

    This is a discount that relates directly to your contract and plan. The discount is only applicable if payment in full is received on or prior to the due date.

  • What are loss factors?

    A loss factor is the amount of energy that is lost while being distributed and transported to your premises (this is included in consumer energy costs).

  • What are the basic units of energy?

    Electricity

    • Watts:Volts x amperes
    • Kilowatt (kW):1000 watts
    • Megawatt (MW)1,000,000 watts
    • Gigawatt (GW)1,000,000,000 watts

     

    A watt hour:A watt hour is the amount of energy consumed by an appliance in one hour if it operates at a power of one watt. A watt-hour is too small a unit for most purposes, so we use the "kilowatt-hour" (kWh), which is equal to 1000 watt-hours. Kilowatt-hours are the units measured by electricity meters.

    Gas
    Joule (J):A Joule is a unit of measure of energy; it is equivalent to passing electric current of one amp through a resistance of one ohm for one second.
    Kilojoule (KJ):1000 joules
    Megajoule (MJ):1000,000 joules
    Terra joule (TJ):1,000,000,000,000

Billing and Payments

  • Can I choose to receive paper bills after I’ve started to receive eBills?

    Yes, you can choose to change the way your bills are received at any time by logging into your online account or calling one of our friendly customer service agents on 1300 689 866.

  • Can I have more time to pay my bill?

    If you are experiencing financial hardship please contact one of our friendly customer service agents to discuss payment options available to you.

  • Can I have my eBill emailed to more than one email address?

    eBills are sent to the registered email address for each site, if you require your eBill sent to multiple emails you can set up forwarding rules on your registered email account to automatically forward these emails on.

  • Does receiving an eBill change the ways I can pay my account?

    No, all payment options are available to you regardless of how you choose to receive your bill

  • How can I reduce my bill?

    For great energy saving ideas, please see our tips here .

  • How do I change or update my email address for my eBill?

    As your email address is your login name please call our customer service department to change your email address.

  • How do I elect to receive an eBill?

    You can elect to receive an eBill by selecting eBill option on your online account or you can call one of friendly customer service agents to organize this for you on 1300 689 866.

  • I’ve registered for an eBill but I received a paper bill. What should I do?

    You are allowed to have multiple options on the delivery method of your bills, if you no longer want to receive paper bills please login to your online account and ensure that un-tick any methods of delivery that you do not want

  • What is a payment processing fee?

    Payments made by Direct Credit Card will incur a charge of 0.82%. Credit Card Payments via Australia Post will incur a charge of 0.803%.

    An additional $3 fee applies to over the counter payments made at an Australia Post outlet.

  • What is an eBill?

    An eBill is an electronic bill that is sent electronically to your email or web address. An eBill allows you to make your payments and save all your bills online, as well as being environmentally friendly and reducing the carbon emmissions.

  • What is Heating Value?

    Heating value indicates the amount of energy that can be obtained as heat by burning a unit of gas.

    Gas is measured by mega joule units and a mega joule is the result of the units of gas recorded multiplied by the heating value and the conversion factor.

  • Who can receive an eBill?

    Anyone who is registered and has a valid email address to use.

  • Why is my bill estimated?

    Your bill can occasionally be estimated as the meter reader may not have been able to safely access your property to read your meter at the time your read was due, the estimate is based your most recent usage and conditions.

  • Will an eBill have the same information as a paper bill?

    Yes an eBill contains the same information as a paper bill.

  • Will I continue to receive a paper bill if I sign up to receive an eBill?

    Yes unless you choose not to.

  • How to Request and Authority to debit the bank account or credit card account to pay CovaU?

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