Lumo Energy

Excellent customer service from [Name Removed] – Hi this is to acknowledge [Name Removed] terrific service. His approach has been non pressured whilst providing detailed answers to all our questions.also very reliable timewise. Thanks to [Names Removed] Show details ·  1

I renewed my account as it was coming to an end. I compared my old rates with what was going, and was offered a better rate. Not bad as the last one was pretty good. The young Lady was polite, not rushed and the process went through quite easily. Show details ·  1

The app is useless and to answer my query i have to download and setup app when im disconnecting. Why does it have to be so hard chat leads me to app the only thing i can do to check status of a disconnection wheich should’ve happened already is to continually call you Show details

The one star is even too good for Lumo energy. I was talking to a guy at Lumo Energy about the better rates on gas. He hung up on me for no reason when I asked about the rates. So I simply changed to another retailer. Simple as that! Show details

Been with Lumo a year and ok until had to update plan for the next year. On 14 Sept 2026, I called Lumo and asked to switch to a flat rate plan. Lumo representative was named Vinky. We agreed all the conditions etc. He said contract etc would be… Read more

emailed to me. Today is 18 Sept and still nothing received. Looks like I will have to repeat the whole lengthy process! (I tried to check my account online today but after login and verify, just get an empty screen.)

Consistently read my metre wrong. Have had at least 8 calls with India trying to rectify the problem but each time have to start from the beginning again like I've never told them. At least 10 emails sent with all relevant information, date and… Read more

location stamped photos of the metre...same thing...like dealing with people without a clue and every time a new person answering me without any knowledge of what's gone on before. Finally got on to someone in Australia...not much better, who said they would send information to the parent company Red Energy. Said I would hear back in 10 days...it's been 12 now. Lumo is now threatening me with debt recovery and they have basically stolen $400 from me. I will absolutely never use this company or Red Energy again. They proudly say they are Australian owned and all the Blah Blah Blah that goes with it but fob you off to India where you just go round and round in circles. I apparently can't seem to get my money because they have finalised the bill. Appalling

We have been with Lumo Energy back in year 2023. Whenever there is an issue or query that needed to be attended to I would always call and ask for the problem or issue to be solved. It has always been fixed and I am grateful for the help of the people working behind. Show details ·  1

We’ve been loyal and longstanding customers of Lumo. Always found them willing to assist us with a better option whenever there’s a change of energy plans on offer. Highly recommend if you’re considering a new provider. Show details ·  1

We requested documents to support our new meter installation. The team were extremely professional and prompt with service and exceeded my expectations, much appreciated. Show details ·  1

I have had no issues with Lumo since joining, Recently I needed to change my payment details and I contacted Lumo by phone. The call was answered quickly and the operator explained what I needed to do very clearly. It took one a minute or two to finish my transaction wtih a knowledgeable and friendly operator. Show details ·  1

Appalling customer service, should be no stars: emails bounce back: replying to info@account.lumoenergy.com.au result "Sorry, we were unable to deliver your message to the following address. <info@account.lumoenergy.com.au>: No mx record found for domain=account.lumoenergy.com.au; reason=empty dns record" And lifesupport@lumoenergy.com result… Read more

"Sorry, we were unable to deliver your message to the following address.

<lifesupport@lumoenergy.com>: Unable to deliver message after multiple retries, giving up."

online enquiry form can't be submitted "There was a problem with submitting your enquiry. System Error Problems with input" Needing to submit life support forms Very stressful

Where is ZERO stars?! Today one of LUMO salesperson knocked at my door and who moved so much that I couldn't see his badge to call out his poor behavior. When I politely told him no thanks before he commenced his spew on LUMO's rates which I know is one big bovine crap as I got the bad end of price hike after signing up with them the last time.… Read more

This LUMO rep huffed and said "you did not give me and yourself a chance to take up the offer". The LUMO rep huffed, literally went "hmpf!" and stormed off. Well ... LUMO hissy fit. LUMO you are getting one star as there was no choice. If possible - one huge pile of crap emoji.

Have contacted Lumo Energy a number of times to incorporate 2 properties together in one account both Gas and electricity for both properties. Have given them the information a number of times and they have told me that it would take 4 days to incorporate this information. when I ring in 6 days they still have not incorporated the properties and… Read more

their excuses is that they either did not receive all of the information or contact details. without ringing us to tell us that there is problem. the payments remained unpaid because the details where not put through. The last time they took an hour to gather the information from us and authorise the procedure to go through but when I rang later they said i was not authorised to put a payment through and could not do direct debit because the account the money was coming from was from a trust account. It has been so difficult dealing with them and I remind them every time that I had gone through this procedure the last time and the time before that. I finally was able to pay the account but it failed on paying the gas account on the same credit card that I paid everything else. when i contacted them they went through the procedure with me and when it failed they said it was my bank. I said all the other payment went through and I have used the card else where but again they blamed it on my bank. I have heard other friends have the same problem with them. I felt that every time I contacted them I was going backwards. To make it even worst they ask you to do a survey.

On the phone for nearly 10 mins and still no answer. Is this good enough for a company that is supposed to have great customer service? Was in mediation but standard reply of ‘experiencing large number of calls’. Waited 25 mins. Mediation said call at certain times which I did. Also off shore call centre. Show details

Fed up with my current energy retailer, I thought I’d try Lumo for the federal government's regulated Solar Sharer Offer. It provides 3 hours of free daily electricity and doesn't require solar panels, but the call centre agent insisted I had to install panels first. After 10 minutes of trying to explain a government scheme to no avail, I… Read more

requested a supervisor. While the supervisor agreed I didn't need panels, he claimed the switch would take 15 to 20 days. It's not like I'm trying to leave them—I'm trying to join and give them my business! I advised him that AEMO mandates a fast 2-business-day digital switch for smart meters and that National Energy Retail Rule 57(2) explicitly allows retailers to transfer you immediately—giving you cheaper rates on day two while keeping your 10-day safety net active. Major competitors know this and fast-track plans seamlessly, but Lumo's staff remain frighteningly ignorant! Alas, my search for a new energy retailer goes on ..

Im paying 300 a month on gas and my gas log heater my bill was 630 dollars for one month i just received a bill for one person my gas bill is over 827. For 2 months thats 400 a month for one person,I have solar gas hot water backup,wash with cold water as my washing machine has a heated system that heats the bowl,use my airfryer to cook and only have a log gas heater last bill went to another company stay away from these thiefs Show details

Just renewed electricity contract and have gone from paying $1 per day service to property to $1.15 per day and 23c/kWh to 25c/kWh.Supposedly 100% Australian company but it was extremely difficult to understand broken English call centre representative.As soon as the first bill on renewed contract turns up will be going straight to Vic Energy Compare website. Show details

A month after receiving and paying the final bill with Lumo (higher than usual) I receive another final bill, for $3500. The lack of quality checks is appalling. Obviously a wrong bill (already finalised and our average bill only being around $200) I get told to wait on hold while they check it, but also asked if I'd like to setup a payment plan… Read more

while waiting. No, not for a bill that isn't mine thanks. After being 'checked', the new final bill is $25. I have already finalised this account, always paid on-time, there's no reason this isn't anything but scammy end of contract scams. Disgusting. Receiving a bill out of no where for $3500 is anxiety inducing at a minimum, and has left me feeling awful.

Reliability of power and dropouts is not a problem for any energy supplier and this company cannot be commended for that alone. Its basic stuff that every single energy provider does. What stands out as awful is their customer support teams. Genuinely extremely frustrating to deal with and they lost my business based on that alone. I genuinely couldn't believe how incompetent the offshore teams are. Show details

The Service (Administratively) I received from Lumo is and has always been professional. Even at times when discussing a particular issue (billing) I have always had service that was very helpful and very professional. I work in Government and Customer Service Departments and I am exposed to various types of people and their mindset on what they… Read more ·  1

want, so it is refreshing to receive good service from Lumo Customer Service representatives who have been exceptionally supportive and helpful.

Communication is awful with Lumo Energy. The customer service agents do not understand English well enough to resolve any issues. I was charged 4 times to have my electricity connected as Lumo failed to communicate to me what the issue was preventing the connection from taking place. Whenever I brought this up with them, they didn't understand… Read more

what the issue was and did nothing to help the situation. I also get called Sir all of the time, despite being female, including after I've corrected them.

Lumo is a wholly owned subsidiary of Snowy Hydro which is wholly owned by the australian government... which makes this experience even worse. Switched account to Lumo through Econnex. Nearly 2 weeks later and no introductory email or other confirmation from Lumo. Contacted Econnex who confirmed account had been referred. Contacted Lumo… Read more

to confirm they had received the application and were working on it. Account was applied for in my partner's name who is now in hospital. When I advised Lumo I didnt' hold power of attorney they refused to confirm that an info pack had been sent to the application email (which I have access to). They refused to confirm that there were no delays in their processing of any new account applications. They refused to use any of the strategies available to them to reassure me that the account application was being properly dealt with. Eventual "helpful" advice is that lumo may take 10-15 business days to contact new account applicants, to advise them their application had been received. Not accepted, but simply received!!. Other similar businesses have responded within 48 hours. At no time did I ask for any confidential or private information... I just wanted to know if their system was operating properly. After nearly 1 hour, and 4 escalations from asian call centre, the final words were .... would you care to fill in a customer feedback survey? I said yes please.... response was a click as the call ended. Thanks Dillon, ??, ?? and Nina. Lucky I wasn't trying to deal with some dodgy foreign owned operation eh?

No issues at all, definitely much cheaper than my previous electricity/gas provider. Use my referral code to also get a discount when you sign up!! Code: [Content Removed] Enjoy! Show details ·  1

Terrible energy company — do not use them! I don’t even use gas, yet they kept charging me gas service fees. I called multiple times over several months asking them to close my account, but they continued charging me for the gas supply to the property for another 10 months. Despite this being entirely their mistake, they refused to waive the… Read more

fees.

Avoid this company unless you have plenty of money and time to waste and enjoy dealing with unnecessary stress, complicated issues, and poor customer service.