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Terrible company. It took me eleven attempts at calling them to cancel my account. When I finally got through the Irish guy on the end of the line was a smart-butt about the whole situation. These people are scammers. Show details
Follow-up · Even after moving out of my house, paying my final bill, Sumo have just sent me ANOTHER bill for the last month even when a new tenant had moved in. Criminal.
I wanted to switch to another provider because the rate went up but they purposely held my transfer for a solid longer 40+ days and still not transferred. Note that entry can be all smooth and sweet but the exit process can be terribly painful. Show details
What lousy call centre says it's open Mon - Fri till 5.30 pm, and you call them at 4.30pm on a Friday, and after going through the hoops to get to the right dept, a recorded message tells you that you have called outside the 5.30 pm period!! Disgraceful. This company has employees who don't give a stick.... Unlike others who take the trouble to… Read more
retain you when they find out you are leaving them, this company just lets it sail away..... Must be the employees just want to earn their days $$ and go home. After being with them less than a year on electricity and gas on what was supposed to be a 'dream' tariff, they upped it so high that no other company seemed to be higher, when I shopped around. So bye bye Sumo, good riddance to your greed, I hope you lose many customers. I found 2 other energy providers who offered way lower supply and usage rates than Sumo. Seems like you don't care anyway.
Reviews with attachments
I signed up to Sumo as they had competitive rates and are Australian owned. However, the website is pretty basic and there are ZERO contact options except telephone. I really don't like making phone calls - they tend to be slow ('your call is important to us, so much so, we'll keep you on hold for an hour' <- NOT an example from Sumo as I never… Read more
called them) and I'm slow at processing what I hear. I rather see stuff in writing - it's quicker, more precise, and asynchronous.
Around April 2025, I had need to change the debit card arrangement to another account. Oh boy :(
The website wasn't too clear, but I did update. I received confirmation on 29 April by email. 25 May I check the website - still shows the old card. So I update it again and get email confirmation. 6 June - old card is debited. 9 June - I update the debit arrangement again - get email. 3 July - website still shows old details, I'm getting cranky. Update them again, get the email. (iirc I chose bank acc this time in case updating the card is an issue) 16 July - Notified of 35% increase in rates. Decide this will be the opportunity to churn. 4 August - Old card is debited. FFS. So glad I churned.
I _almost_ signed up my other home for Sumo electric in July because the rates were really good. I couldn't actually get it to process though - talk about saved by the glitchy website! When I checked the debit detail for the existing account again, I saw the old card listed. and with the website not accepting my new home request I signed up elsewhere. Having gotten what I assume is the last bill still being debited from the wrong card, I am so glad the Internet gods were playing silly buggers.
Today (5th August) I cannot log into the website - keep getting connection timeout. I don't know if that's because my account is disabled after churning, or some other general issue with the site.
For me to consider ever going back to Sumo, I would need to see alternative contact methods - be-it email, live chat or whatever. Had I known Sumo was phone only, I would not have bothered signing up. iirc I had signed up elsewhere and during the cool off period, that company announced they were being sold to Chinese so I was in a rush to 'Plan B' and Sumo came into the list.
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Very expensive gas bill from sumo – if compare with other energy like AGL, Energy Australia , origin, etc... I compare rates form them, the sumo bills I have to pay will over $100. That is really overcharge.. Show details
Avoid at all cost – I signed up to sumo on energy online for my gas account on a Tuesday morning, I tried calling them on Monday afternoon but was on hold for so long they said they'd call me back. They didn't - that should have been the first sign. I signed up online as I had just moved house. The website said I would be connected in 3 business days. I arrive home… Read more
on Friday after work to find my partner with the makings for a bolognese and a birthday cake, both to be cooked on/in our gas stove/oven. She has the cake mixture in the oven but it's not hot. Our gas isn't connected... I call Jemena to enquire about our gas connection and they say they haven't received any connection request from Sumo - just a meter read request in a weeks time. I can't call sumo as they are closed after 4.30pm and they have no after hours support. Whatever system they're using doesn't work. Hands own the worst, most frustrating experience I have had with an energy provider. The worst part is there's a poor girl with no birthday cake tomorrow - that's your fault sumo.
TLDR: Sumo didn't connect my gas, they're closed after 4:30pm and on weekends so they can't help you either. Avoid them.
Positive reviews
Great experience transferring to new provider – I needed to find a new energy provider after a dreadful experience with AGL (see my review of AGL for details.) I chose Sumo after reading through the reviews for energy providers here on ProductReview. I transferred both gas and electricity in July and have so far had a very positive experience. When I rang I spoke with a young Irish lad named… Read more
Liam. Liam was pleasant, friendly, knowledgable and informative. The next day I was contacted by another bloke, whose name I didn't write down, who similarly gave excellent service when confirming my address details (it is a different street number and suburb depending on which database they are looking at). We just got our first bills and paid them on their website. The website portal is well designed and very secure with 2FA. All in all I have to say I am very impressed with Sumo so far.
Good communication and customer service – Got notified of a rate rise and asked to contact Sumo to check if there are cheaper plans. To my pleasant surprise, there was and it was better than my original rates before rate rise. The communication was very clear and very precise. Show details
Direct debit failure – Ash was terrific - sorted the hiccup with our direct debit efficiently & with grace & humour. Another excellent interaction with the Sumo team - thank you! Show details
Negative reviews
Signed up due to competitive pricing published on the Government's Energy Made Easy website. Within 1 month of signing up, I received a notice regarding significant price increases which saw rates significantly exceed the reference price (by 9.5%). This is arguably misleading or deceptive conduct considering recent ACCC findings against them regarding very similar practices. Show details
if i could i would give 0 star!!!! same as all the other reviews this company is dodgy, offer you a great rate, nothing told when signing up saying the prices will rise, then you get a email saying the rates are going up 5 days after signing up, they have already been fined by the ACCC for what they are doing. dodgy company! Show details
I just signed up with sumo gas on the official website 15/7/2025. After 8 days, they just emailed me that the rates will be increased soon. The transfer is still in progress, but they couldn't wait to charge me more. I signed up the agreement with the original rates, not the increased one. Show details
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Recent reviews
Sumo sent notification of a 30+% increase in gas pricing which would be effective in less than 2 weeks time. They also sent an email saying I can save by calling them to switch to a different plan (no thanks - why would I waste my time doing that after price gouging of 30+%?) I searched online and easily found a much more reasonable deal in less than 5 minutes. Going through the switch process now. Won't be coming back to Sumo for gas. Show details
Shopped around and signed up for a great rate, but then their prices went up dramatically within 6 months, and by much more than only an annual marginal CPI increase: almost 50% between supply and usage. Even worse is that the timing of the price increase notice was inadequate to switch suppliers before the new prices would take effect. It would… Read more
be nice to be able to stick with an energy retailer for more than a year; they're all crap. The government should revive the Gas and Fuel Corp and kill this nasty industry that just profits from consumers by skimming the difference between wholesale prices and a mark up. No problems with their service, but they're just resellers of the service, so it's their prices that matter.
Received a letter saying prices are going up on August 1. Did a calculation, going up 20+%, what is worse, they said I could change to a different plan and save heaps. Spent 20 minutes waiting for my turn on the phone number they gave to change the plan. Person said I am on the best plan now. I said Oh, I got a letter and.. She said yes, they have a glitch in their systems. Dam! Show details
Call up to ask what their rates will be as of 1/8/2025 and rep tells me he can’t tell me but sign up on rates shown on website ,lol, joke of a company who are not transparent Show details
They recently increased prices significantly with only two weeks notice. Their communication to me had the wrong MIRN on it. Their call centre made me listen and select through four or five options before telling me that they were closed. Show details
Opened a gas account with Sumo at the beginning of Feb - opened an account online and there is no gas account showing and no bills to pay - looks like I am getting all my gas for free! Tried calling, unfortunately I don't have 30mins to wait on hold - they don't even have an email address to send any issues to! Hopeless Show details
Never go with sumo. They’re very polite when you sign up but charges you extra when you sign off with them – They’re very polite when you sign up but charges you extra when you sign off with them And won’t answer your queries Show details
Sumo billing system hopeless – Totally incompetent billing system. After receiving my gas bill with a fictitious meter reading that showed I had consumed four times my usual amount of gas, I complained and was told to send a photo of my meter to Sumo. Weeks later they finally agreed their previous bill was wrong and issued another bill. As all my bill payments had previously… Read more
been by direct debit, I did not do anything further. Now they are sending me overdue notices because they failed to direct debit the payment!! Totally hopeless to deal with, will be looking for a more competent gas company
A Disaster Guaranteed – An absolute nightmare company whose integrity I question. Was with them for 3 years until recently and have transferred my custom to a well known and much more reasonable energy supplier. I made the mistake of not doing my research and agreed over the phone after an unsolicited call. I signed up for both gas and electricity and I've regretted my… Read more
decision ever since. Prices are inflated, dealing with rude ppl manning their helpdesk is awful and they show NO sensitivity when it comes to paying on a plan. They expected me to pay an amount which was really beyond my financial capabilities and eventually my power was cut off. There's just no room for negotiation with these people. It's all about the $$$$$$ and customers are treated poorly. Shop around for the best deal and don't let yourself be talked into something that isn't to your benefit.
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Sumo Gas rates up over 30% – Just received the new Sumo rates for Gas from 1st August 2024. The average increase is 30.26%. Needless to say we have found a much cheaper supplier and have transferred to them. Show details
Very good – I was very happy with the person I spoke to on the phone . I changed my gas and Electricity plans, to a cheaper plan. the set-up time was quite quick. my power is very reliable, Thank you Show details
Ash should be on your board of directors! – Ash was amazing. He has a wealth of knowledge and a Can-Do attitude. Nothing was too big an ask, he's friendly and humble and ever ready to offer suggestions and go the extra mile for his customer. Show details
Lack of compassion – I am very unhappy with sumo Applied for a utility relief grant as I am in financial hardship with my mortgage.. sumo did apply for the utility relief grant.. but said I had to aggree to a payment plan to prevent me being disconnected.. I am already selling my house .. the government utility grant is for people undergoing hardship.. sumo is the… Read more
only company to insist you sign a payment plan .. the other companies wait for the utility grant to be paid by the gov not make people sign plans… when I move I will use a more compassionate company I will not support sumo again
AVOID AT ALL COSTS – If I could give Sumo 0 stars I would. This company tried to charge us 6x the amount of gas that we had used every other quarter, and then when I called to ask about it, no one would acknowledge the fact that it was wrong or take any responsibility. I spent over 10 hours on the phone, and they just blamed it on usage when the meter reading was clearly wrong. Would recommend avoiding at all Show details
Oh boy, they cannot even submit paperwork to the supplier – Applied for Sumo when I first moved into my new property. Over the next three months, I called several times, trying to confirm if the gas was being transferred with them, saying that it was being processed. On the fourth call, a rep told me to contact the gas supplier to find out, as they said it was registered with another provider. I called the… Read more
supplier, who told me that Sumo had not submitted the second form to transfer the account only for a special inspection. So yes, don't walk away. Run!
gas concession inquiry – called up regarding conccession for gas supply which we wasnt getting over the winter period. the operator called Alex was very helpfull and fixed our problem and organised credit for our next bill. she was very polite and helpfull. it took about 5 minute phone call and every thing was good. Show details
Conveniently cant access my meter after years of reading since I am transferring to another provider – Decided to change providers due to the extreme price rise, so to prolong the transfer, the meters readers after many years of accessing the same location, cannot get access. Maybe looking for an extra month of funds?????????????????? Show details
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