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

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 emailed to me. Today is 18 Sept and still nothing received. Looks like I will have to repeat the whole… Read more

lengthy process! (I tried to check my account online today but after login and verify, just get an empty screen.)

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 ..

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

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.

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

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.

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

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

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.

I like Lumo energy as my electricity service provider. In July 2025, I locked in my rate until September 2026. This has been a fantastic decision. I did have my gas with Lumo, but was able to get a better rate elsewhere. Show details ·  1

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

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

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