Had an issue with Lumo Energy? Get a real response.
How to submit a complaint with Lumo Energy
The fastest way to lodge a Lumo Energy complaint is by calling their customer service team directly. For non-urgent matters, email and live chat are available during business hours. Have your account number, recent bill, and any relevant correspondence ready before you make contact.
Phone
- Number: 1300 115 866
- Hours: Monday to Friday, 8:00am – 8:00pm AEST/AEDT; Saturday, 8:00am – 5:00pm AEST/AEDT
- International: +61 3 9977 6109
- Recommended for billing disputes, overcharging issues, and any matter needing same-day attention.
- Complaints and customer support: customersupport@lumoenergy.com.au
- General enquiries: info@lumoenergy.com.au
- Keep a record of your sent email and any reply reference numbers.
Live Chat
- Available at lumoenergy.com.au
- Hours: Monday to Friday, 8:00am – 8:00pm; Saturday, 8:00am – 5:00pm (excluding public holidays)
- Useful for straightforward enquiries and getting a written record of your interaction.
Facebook Messenger
- Available for social media support Monday to Friday, 9:00am – 5:00pm AEST
- Best suited for general enquiries rather than complex billing disputes.
MyAccount Portal
- Log in at myaccount.lumoenergy.com.au to review your bill history, manage your account, and submit written enquiries.
- Lumo Energy Pty Ltd, PO Box 4136, East Richmond VIC 3121
- Use for formal written complaints where you want a paper trail.
Lumo Energy Complaint Process — Step by Step
- Gather your account number, bill copies, meter read history, and any prior correspondence.
- Choose your contact method (phone for urgent issues, email or live chat for written records).
- State your complaint clearly: what happened, how it has affected you, and what outcome you are seeking.
- Record the date, time, and name of the representative you speak with.
- Lumo Energy is required to provide a written resolution within 7 business days.
- If you receive no response or are unsatisfied, proceed to escalation.
Lumo Energy's Lumo Energy complaint process is governed by their Complaint and Dispute Resolution Policy. The process is structured but relies on customers being persistent, particularly for billing-related matters that aren't resolved at first contact.
- First-contact resolution: Customer service agents are trained to handle and resolve complaints at the initial interaction where possible.
- Acknowledgement and reference number: Complaints should be acknowledged and assigned a reference number for tracking. Ask for this if it isn't provided.
- Written resolution timeframe: Lumo Energy commits to providing a written resolution within 7 business days of a complaint being lodged.
- Case escalation: Complex matters may be assigned to a dedicated case manager. If your first representative cannot resolve the issue, ask explicitly for internal escalation.
- Communication channel: Lumo will respond via your preferred channel (phone, email, or mail).
- Hardship cases: Where financial difficulty is a factor, complaints may be directed to Lumo's specialist ease team (see escalation section) for priority handling within 5 business days.
Common complaints against Lumo Energy
Lumo Energy holds a 1.6/5 rating on ProductReview.com.au (1,171+ reviews) and 1.7/5 on Trustpilot. The same issues come up repeatedly across both platforms and consumer forums including Whirlpool.
Billing Errors and Lumo Energy Overcharging
- Bills significantly higher than expected, often linked to estimated meter reads rather than actual readings.
- Customers report meter readers claiming inaccessibility to justify estimates, resulting in inflated bills.
- Incorrect charges applied for billing periods before a customer switched to Lumo.
Unexplained Payment Increases
- Customers on EvenPay and other payment arrangements report their weekly or monthly amounts suddenly doubling with no adequate explanation.
- Rate increases communicated poorly or not at all before they take effect.
Poor Customer Service and Long Wait Times
- Hold times of up to one hour reported across multiple reviews.
- Customers frequently need to call back multiple times to resolve issues that should have been handled in a single contact.
- Complaints about overseas call centre staff struggling to work through complex billing matters.
Account Problems When Changing Providers
- Cancellation requests not actioned promptly, leaving customers liable for charges after a property sale or provider switch.
- Bills issued for periods already paid to a previous provider.
Proactive Rate Reviews Not Offered
- Customers report that Lumo Energy only surfaces better-value plans when pushed, rather than proactively informing customers of lower rates they are eligible for.
Lumo Energy complaints submitted through Ajust
How other consumers Lumo Energy complaints got resolved
Billing Dispute Resolved After Ombudsman Escalation
A customer received an electricity bill roughly double a competitor's quote for the same usage period (approximately $800 versus $400). Lumo Energy initially refused to explain the discrepancy or apply a credit. After the customer lodged a complaint with the energy ombudsman, Lumo reviewed the account and issued a billing adjustment.
Billing Cycle Changed Without Notice
A customer's billing was switched from quarterly to monthly with no notification. After two calls where they were told the issue was resolved, a disconnection notice still arrived. It took a third call (and over an hour on the phone) to finally correct the arrangement.
Contract Termination Difficulty After Property Sale
A customer trying to close their elderly mother's account after a home sale sent approximately 8 emails before Lumo agreed to terminate, but set the end date 5 days after the settlement date, creating unexpected liability. The matter was resolved only after the customer cited their consumer rights and the complaint was escalated internally.
If the initial Lumo Energy complaint process hasn't produced a satisfactory outcome, there are clear escalation steps available.
Step 1 — Internal Escalation
- Ask to speak with a senior customer service representative or request your case be assigned to a case manager or team leader.
- Lumo Energy's complaint policy requires them to escalate unresolved complaints internally before external escalation is triggered.
- Document the name of every person you speak with and the date of each contact.
Step 2 — Specialist Hardship and Customer Care Team (ease)
For customers experiencing financial difficulty:
- Phone: 1800 989 321
- Email: ease@lumoenergy.com.au
- Hours: Monday to Friday, 8:00am – 6:00pm
- The ease team handles payment plans, hardship applications, and related complaints within 5 business days.
Step 3 — Energy Ombudsman (External)
If Lumo Energy has not resolved your complaint within 8 weeks, or has issued a Deadlock Letter, escalate to your state's energy ombudsman. This service is free and independent.
Victoria — Energy and Water Ombudsman Victoria (EWOV)
- Website: EWOV — Lumo Energy Complaints
- Phone: 1800 500 509 (free call)
- Hours: Monday to Friday, 8:30am – 5:00pm
- Email: ewovinfo@ewov.com.au
- Online complaint form: Lodge a complaint with EWOV
South Australia — Energy and Water Ombudsman SA (EWOSA)
- Website: ewosa.com.au
- Phone: 1800 665 565 (free call)
Note on OVO Energy Merger: Because Lumo Energy has merged with OVO Energy, the Energy Ombudsman may now direct formal Lumo-related disputes to be raised against OVO Energy. See the Energy Ombudsman — Lumo Energy dispute page for current guidance.
These bodies provide independent oversight and, where appropriate, binding resolution for unresolved energy complaints in Australia. They are free to use and do not require legal representation.
- Energy and Water Ombudsman Victoria (EWOV) — Free, independent resolution for Victorian energy customers. Handles billing disputes, disconnection, hardship, and marketing complaints. In 2023/24, EWOV returned $1,545,452 in adjustments and waivers to Victorian consumers.
Phone: 1800 500 509.
Website: ewov.com.au - Energy and Water Ombudsman SA (EWOSA) — For South Australian Lumo Energy customers.
Phone: 1800 665 565.
Website: ewosa.com.au - Victorian Essential Services Commission (ESC) — Regulates energy retail in Victoria. Has previously taken enforcement action against Lumo Energy, including for failure to obtain explicit informed consent (2018–2019) and a $110,950 penalty for a Victorian Energy Upgrades shortfall statement in 2022.
Contact: esc.vic.gov.au/contact-us - Australian Energy Regulator (AER) — The national energy market regulator. Customers can report energy retailer misconduct and access billing guidance.
Website: aer.gov.au - Australian Competition and Consumer Commission (ACCC) — Handles systemic consumer law breaches including false billing and misleading conduct.
Website: accc.gov.au
- Lumo Energy Help Centre — Self-service support hub for account, billing, and service queries.
- Complaint and Dispute Resolution Policy (PDF) — Lumo's official policy governing complaint handling, timeframes, and escalation rights.
- MyAccount Portal — Manage your account, review billing history, and track open enquiries.
- Payment Difficulty and Hardship Support — Options for customers experiencing financial difficulty, including payment plans.
- Hardship Policy — Victoria (PDF) — Lumo's hardship policy for Victorian customers.
- Hardship Policy — SA/NSW/QLD (PDF) — Hardship policy for customers in other NECF states.
- Family and Domestic Violence Support — Dedicated support resources for customers experiencing family or domestic violence.
- Terms and Conditions — Full terms governing Lumo Energy customer contracts.
- EWOV — Lumo Energy Complaints — Dedicated EWOV page for lodging Lumo Energy complaints in Victoria.
- EWOV Online Complaint Form — Submit a complaint directly to EWOV online.
- Energy Ombudsman — Raise a Dispute with Lumo Energy — Guidance on raising a formal dispute, including the OVO Energy merger context.
- AER Consumer Complaints — Report energy retailer misconduct to the national regulator.
- ACCC Consumer Complaints — Report systemic billing or consumer law issues to the ACCC.
Lumo Energy Complaints FAQs
How long does Lumo Energy have to resolve my complaint?
Lumo Energy is required to provide a written resolution within 7 business days of a complaint being lodged. If your complaint is not resolved within this timeframe, you are entitled to escalate directly to an external ombudsman. Customers experiencing financial hardship may receive priority handling through Lumo's specialist ease team, with a shorter 5-business-day response window. If 8 weeks pass with no satisfactory outcome, escalation to EWOV or EWOSA is your next step.
What can I do if Lumo Energy's estimated meter reads are causing inflated bills?
If Lumo Energy's estimated meter reads are producing bills higher than your actual usage, you have the right to dispute the charges directly. Contact Lumo Energy customer service with your own meter reading as evidence and request a bill correction. If Lumo refuses to adjust the bill or does not respond within 7 business days, escalate to the Energy and Water Ombudsman Victoria (EWOV) on 1800 500 509. This is one of the most commonly reported Lumo Energy billing dispute issues, and ombudsman involvement typically accelerates resolution.
Does the Lumo Energy and OVO Energy merger affect how I lodge a complaint or escalate to the ombudsman?
The Lumo Energy and OVO Energy merger may affect how formal disputes are handled at the ombudsman level. The Energy Ombudsman may now direct Lumo-related disputes to be raised against OVO Energy rather than Lumo directly. For complaints lodged directly with Lumo Energy, the existing customer service channels and complaint process remain in place. If you are escalating to an external body, check the Energy Ombudsman's current guidance on Lumo Energy disputes before submitting.
Is it free to escalate a Lumo Energy complaint to the energy ombudsman?
Yes, escalating a Lumo Energy complaint to the energy ombudsman is completely free for consumers. Victorian customers can contact the Energy and Water Ombudsman Victoria (EWOV) on 1800 500 509, and South Australian customers can contact EWOSA on 1800 665 565. Both services are independent of Lumo Energy, require no legal representation, and have authority to investigate billing disputes, disconnection issues, and hardship matters. In 2023/24, EWOV returned over $1.5 million in adjustments and waivers to Victorian energy consumers.
You’ve done your part, now it’s time to hold Lumo Energy accountable.
Take the final step and submit a complaint that gets seen and responded to.