Lumo Energy

My husband & I were on the phone to Lumo today for 2 hours just try to update new expiry date on my new card. We pay fortnightly amount on their even pay direct debit that suits us fine. We are in credit $300 + they said because we are updating card our even pay amount is going up. We said no we want everything on our account to stay the same.… Read more

They said no it has to go up, all our rates are the same. I called the ombudsman while my husband was on the phone with lumo . The ombudsman said they had never heard anybody doing this. I have a case number and will get back to them after Easter to.lodge a formal complaint. While I was on the phone Lumo told my husband they don't accept debit/Visa cards and wanted my bsb & account details for our electricity account. They are still deducting every fortnight so just don't understand why they are saying this just to change expiry date on my catd

I am about to cancel with Lumo who have been my provider for well over a decade. I just received my bill that was much higher and I am talking $500 max for this time of year and this bill was $1650 and didn’t have my 15 percent discount on it. When question I was told they sent a registered email With my new plan that I accepted . A deceitful way… Read more

to treat a loyal customer . I would not recommend Lumo to anyone and if you have older loved ones who use them I would definitely make sure Lumo hasn’t done this to someone you love. Revolting actions

Absolutely horrendous service. Phone staff lie about services and costing + dates of connections. I got lied to by 3 different phone staff about a new connection, despite the fact I had undeniable proof from Lumo on my phone, when challenged they… Read more

talked over me. I simply walked with my feet. They will never get a red cent from me ever again. Simply effing horrible service.

Just signed up with them after my current provider increased my rates, emailed the agreement with the wrong address and when I finally got through to them after nearly an hour listening to that torturous jingle, the language barrier was ridiculous,… Read more

I couldn't make them understand that they had put the wrong street name on the agreement and when I finally thought they understood and got the name right, read back the meter number from the wrong address. Continually put on hold because he didn't know what he was doing and then put through to someone who did the whole sign up thing again. Don't even know what I signed up for to be honest because I could barely understand a word that was said. Going back online today to find another provider.

My experience with the call centre in India today was so abysmal, within an hour of hanging up, I had changed my energy provider. The gentleman I spoke to couldn’t answer any of my queries. I spent 45 minutes on the call and I was on hold for the… Read more

majority of this time. Basically an exact repeat of my experience with their online chat. I found another retailer which is based in South Australia and has pretty much the same rates. The call centre is in Adelaide and they answered my questions in less than 5 minutes. For some reason Lumo advertise their call centre as being located in Australia, however both the online chat person and the customer support person I have spoken to have both been located in India. I do not recommend Lumo energy in anyway shape or form.

Have been a customer of Lumo for years and find them easy to deal with and up front about their fees. Recent enquiry was handled very well with the operator I spoke to being very professional and kind and providing comprehensive information about my options. I would happily recommend Lumo Gas and Electricity to others. Show details ·  1

I am giving lumo a good review based on their service switching me to lower electricity/gas bills that have been consistent over the past few years (lumo value). Rate expires 30th September 2026, see what happens Show details ·  1

It was pleasant to deal with an actual human at Lumo Energy and not some soulless AI clone that pretended to be concerned. Long may it be so although I guess profits will eventually overcome service. Show details ·  1

I have had a larger battery installed (domestic) and according to my battery App I have not accessed the Grid for power for about 2 weeks now. I have received my Power bill Monday and it says the last 4 days I have used over 6KW/hrs /day from the Grid. When I tried to get the Lumo Ap to see what was going on, I was informed it wasn't available.… Read more

When I rang Lumo with my complaint he tried to access my Ap and he couldn't either, and told me to get onto Powercor my energy Supplier to resolve the issue! Come on Lumo, for an Australian Company this is pathetic service!

Our electricity billing was changed from quarterly to monthly with no communication from Lumo (confirmed by Lumo themselves). I called twice and on both occasions was told it was resolved and we would be returned to our quarterly cycle. We then received a disconnection notice due to non payment, so I phoned AGAIN. The call lasted 1 hour and 21… Read more

minutes! Three separate calls to try have this one VERY simple issue fixed. The support team are shocking at comprehending simple problems, let alone finding solutions or actioning them. I had to really push to get a resolution and have been told it should be actioned within 24-48 hours. Even if this issue is resolved, my experience with customer service over what should have been a simple matter has been so negative that I will now be researching other providers regardless.

I assess telephone customer service for a living, listening to hundreds of calls a week, and the call I just made for my own personal account had some of the worst customer service I've heard Show details

I’ve been with Lumo energy for a long time I did refer people to all the time but not sure if my name was given! Lumo is a the best provider always available to resolve if there’s a problem which I never had any but from time to time I do look for better options n pricing which it’s always beneficial. Show details ·  1

Had a problem with my bank which ended up with a frozen account the day before my Gas and Electricity bills were due for payment. Called Lumo, got through to the help desk almost immediately and within a 5 minute phone call I had a payment extension. Fantastic service and very fast. Show details ·  1

In 12 months I joined and left Red Energy, then Engie and eventually switched to LUMO (Energy Plus).. At last a reliable energy provider who delivered what they promise, no follow up phone calls asking why?? just good, efficient energy supply. Can highly recommend them, the others well, they just lie and creep the pricing up whil you are sleeping. Lumo Energy just plain good at what they do. Show details ·  1

I switched energy providers from Tango Energy to Lumo Energy on the 16th of July 2025 as Lumo had cheaper rates for both electricity and gas. I recently received my first electricity bill from Lumo and it's incorrect. They are asking me to pay electricity costs and service charges to the property from the 27th of May to the 15th of July, and then… Read more

from 16th of July to 21st of August.

Since I only moved across to Lumo from the 16th of July 2025 and the previous period from 27th of May to 15th of July was fully paid and I was with Tango, I should only be charged for the current period (16th of July to 21st of Aug), not from the 27th of May as this was already paid to Tango energy.

Lumo energy is fully aware of this issue and are aware that the 27of May to 15th of July has been paid to Tango but they insist that I call Tango energy and ask for a refund so that they can bill me instead for this period. I don't believe this is right as I expected Lumo to send me the correct bill from the 16th of July to 21st of August even if they have billing rights from the 27th of May they should contact Tango and organise this issues between themselves and not expect us the consumers to do their job for them. I just want Lumo to send me the correct bill for the correct time period.

I just contacted the Ombudsman and waiting to hear back from them!

My 82 year old mother in law just had an increase from Lumo which would increased her prices significantly from her Lumo Value plan to the Victorian Default offer. This is fine she received a letter to inform her of a rate increase. I attempted to ring on her behalf knowing full well that Dawn would need to verify herself so I could just ask… Read more

for the Value plan to continue at the 14% of default rate. Dawn doesn’t have a smart phone or access to the internet. The offshore call taker initially refused to speak to me and asked Dawn on three occasions the account number and her details which made her nervous and anxious. When she finally got verified the Lumo call operator gleefully said that she couldn’t change to the cheaper plan and that she must call back. I had a similar experience with Lumo in regards to sub standard customer service. I will also be leaving to AGL. The positives with Lumo they have a fantastic app and the bills have been accurate. It however is saddening to see our vulnerable elderly citizens being taken advantage of. I am unsure why we were treated like that and I experienced the same poor customer service a couple of weeks ago. Either way Lumo needs to improve in its offshore call centre in India.

Was with globird for 4 years. Good service but suddenly hiked rates too much. Found LEMO. Rates quite a bit cheaper for same service. Contacted them and changed to their supply easily. Show reply

If they couldn't even answer the phone when trying to sign up. Was on hold for over 30mins trying to become a customer, imagine what it will be like when you get a rate increase notice with 5 days notice! No chance, I'll go elsewhere. Quite funny they all respond on here but don't have time to actually sign anyone up! They're sneaky too, plans… Read more

have things like this: "This agreement contains a contract term with fixed rates until 30 September 2026. Fixed rates apply to daily supply charges and usage rates only. We may increase any fixed rates if you agree, your customer type is reclassified, your meter type changes or your fixed rates were based on incorrect information and assumptions." OK so you'll just up the rates on a "FIXED CONTRACT".. Wow, just another shady energy company.

Absolute disaster - avoid Lumo!!! I signed up for Electricity only, then 2 days later I received the "Energy Supply Agreement Schedule" stating that I'd asked to join Lumo for both Electricity and Gas. I did not want to switch my Gas. Good luck trying to get in contact with Lumo. The call centre initially said there were no agents available at… Read more

9.15am and to leave a message - which I did. I called again at 12.10pm, and have now been on hold for 46 minutes so far..............crazy. There is supposed to be a 10 day cooling off period, but how do you contact them??? I sent an email and they said they would respond within 5 business days................I just received an SMS stating the switch to Lumo had started................way before the 10 day cooling off period.............impossible situation to be in.....AVOID!!!! I guess I'll need to waste more time with the Energy & Water Ombudsman Victoria. Honestly, just so fed up!!!

Currently on hold for 50 minutes to customer service. If you need help or to talk to a customer service representative this is not the company for you. Very poor do not recommend. Show details

Tried to transfer my gas & electricity account to Lumo thankfully I cancelled prior to the transfer. They have the worst customer service in the industry even when I am trying to transfer to them, imagine if I was trying to leave. They transferred me the times and 35 minutes on the phone. I signed up at one rate online then they tried to charge me higher rates than I signed up for! Just go anywhere else. Show details

I have been with Lumo energy for gas & electric for years and we just moved house and the current house is with AGL so we had to disconnect from Lumo and they charged us $58 disconnection fee for electric and $15 disconnection fee for gas!! What a joke Lumo think we have been with you for more than 10 years and that's the thanks we get for being loyal customers. Definitely won't ever use u again that's for sure.... Show details

My comment is focused on the sign up process offered by this company. It was EXCRUCIATING! I was dealing with someone from India. It was comedy capers. He didn't know what he was doing. I had to repeat everything 10 times. I almost hung up. It took forever. If Lumo wants to improve its business then start thinking about operating from AUSTRALIA! So over overseas call centres. Show details