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Edited by:
Ajust Content Team
Last updated:
March 24, 2026
AI-sourced. Human-edited. Something out of date? Let us know.

Table of Contents

Table of Contents

Lumo Energy
customer support overview

Lumo Energy is an Australian electricity and gas retailer serving residential and small business customers in Victoria and South Australia, owned by Snowy Hydro since 2014. Lumo Energy customer service is available by phone, live chat, email, and Facebook Messenger, with self-service available 24/7 through the MyAccount portal.

Key support channels and facts:

  • Phone: 1300 115 866 — Monday to Friday 8am–8pm, Saturday 8am–5pm (AEST/AEDT)
  • Live chat: Available on lumoenergy.com.au during the same business hours
  • Email: info@lumoenergy.com.au for general enquiries; complaints@lumoenergy.com.au for formal complaints
  • MyAccount portal: 24/7 self-service for bills, usage, and payment management
  • Customer satisfaction: Approximately 1.6/5 on ProductReview.com.au (1,170+ reviews) and 1.8/5 on Trustpilot - with around 90% of ProductReview ratings negative
  • Operates in: Victoria and South Australia only

Common
Lumo Energy
 customer issues and complaints

Billing Errors and Overcharging

  • Customers report receiving incorrect first bills - including charges covering periods when they were still with a previous provider.
  • Some customers cite unexplained high charges, with one example of an $1,100 bill for just 23 days of service.
  • Getting overcharges corrected or refunded is frequently reported as slow and difficult.

Billing Frequency Changes Without Notice

  • Lumo Energy has switched customers from quarterly to monthly billing without prior communication.
  • Customers who called to reverse the change reported being told it was resolved - only to find the cycle was never changed back.

Long Call Centre Wait Times

  • Hold times of 45 to 50 minutes are regularly reported by customers calling Lumo Energy's support line.
  • Some customers who reached an agent found staff unable to resolve their issue or answer their query on the first contact.

Account Closure and Disconnection Delays

  • Closing an account (particularly after a property sale) can require multiple emails and weeks of follow-up before being actioned.
  • Delays in processing account closures have left customers liable for energy charges accrued by new occupants.
  • Details on the disconnection process are available at lumoenergy.com.au/moving/disconnections.

Plan Rate Increases and Pricing Concerns

  • Customers report that Lumo Energy's rates, particularly for gas, are not always competitive compared to other retailers.
  • Rate increases can occur multiple times per year, sometimes without clear advance notice to customers.
  • No lock-in contracts apply, so customers can switch providers at any time without exit fees.

Distributor Disconnection Fees

  • While Lumo Energy does not charge exit fees on residential plans, distributor-side disconnection fees (ranging from $15 to over $120) can still apply when physically disconnecting a service.
  • These fees are set by the network distributor, not Lumo, but customers report being caught off guard by them.
  • Long-term customers have reported receiving these fees despite years of loyalty.

How to contact
Lumo Energy
customer support

Phone Support

  • Main line: 1300 115 866
  • Hours: Monday to Friday 8am–8pm, Saturday 8am–5pm (AEST/AEDT)
  • International callers: (+61) 03 9977 6109 (same hours)
  • Automated bill payments: Available 24/7 on the same 1300 number
  • Best for urgent billing queries, disconnection requests, and formal Lumo Energy complaints

Live Chat

  • Available at lumoenergy.com.au via the Contact Us or Help pages
  • Hours: Monday to Friday 8am–8pm, Saturday 8am–5pm (AEST/AEDT)
  • Suitable for general account queries and non-urgent support

Email

  • General enquiries: info@lumoenergy.com.au
  • Formal complaints: complaints@lumoenergy.com.au
  • Customer support (alternate): customersupport@lumoenergy.com.au
  • Email is recommended for creating a written record of disputes or account changes

Facebook Messenger

  • Available via Lumo Energy's official Facebook page
  • Hours: Monday to Friday 9am–5pm AEST
  • Useful for general queries, not recommended for urgent or complex issues

MyAccount Online Portal

  • Self-service available 24/7 at myaccount.lumoenergy.com.au
  • Manage bills, view usage history, update payment details, and more
  • Also accessible via the Lumo Energy mobile app

Specialist Lines

  • Meter Installation enquiries: 1800 370 727
  • Electricity Alterations: 1800 931 689
  • Financial Hardship Assistance: 1800 989 321

Post

  • Lumo Energy, PO Box 4136, East Richmond, VIC 3121, Australia

Lumo Energy
key customer policies: refunds, returns, cancellations and more

Billing and Payment Options

  • Payment methods include direct debit, BPAY (biller code 275602), cheque, Australia Post in-person payments, and PayTo.
  • The EvenPay option allows equal weekly, fortnightly, or monthly payments at no extra cost, which is useful for managing seasonal bill variation.
  • Full payment options are listed at lumoenergy.com.au/payment-options.

Cancellations and Disconnections

  • Lumo Energy does not charge exit fees on residential plans. Customers can switch at any time.
  • To cancel or disconnect service, call 1300 115 866.
  • Note: distributor-side disconnection fees (set by your network, not Lumo) may still apply to physical disconnections.
  • Full details at lumoenergy.com.au/moving/disconnections.

Complaints and Dispute Resolution

  • Lumo Energy is required to acknowledge complaints promptly and provide a written resolution within 7 business days.
  • Customers should first contact Lumo directly. If unresolved, escalate to the relevant state Energy and Water Ombudsman (EWOV in Victoria, EWOSA in South Australia).
  • The full Complaint and Dispute Resolution Policy is available on Lumo's website.

Financial Hardship Assistance

Family Violence Support

Table of Contents

Lumo Energy
 complaints submitted through Ajust

Recent experiences with
Lumo Energy
customer service

Billing Cycle Changed Without Notice or Resolution

A Lumo Energy customer on quarterly billing had their cycle switched to monthly without any communication from the company. They called twice and were told on both occasions the issue had been resolved and the switch reversed within 24–48 hours, but the quarterly cycle was never restored. The complaint remained unresolved for an extended period.

Account Closure Delayed After Property Sale

After a family member's property was sold, a customer sent approximately eight emails requesting account closure, but Lumo failed to process the request promptly. The delay left the customer liable for energy charges incurred by the new occupants in the interim. The account was eventually closed only after significant escalation.

Incorrect First Bill Referred to Previous Provider

A customer who switched to Lumo Energy in mid-2025 received a first bill that included charges from the period they were still with Tango Energy. Lumo directed the customer to resolve the overlap with their old provider rather than issuing a corrected bill. After a slow escalation process, the matter was referred to the Energy Ombudsman.

Official
Lumo Energy
Customer Service Links & Contact Information

Lumo Energy
Contact FAQs

What is the fastest way to contact Lumo Energy customer service?

The fastest way to contact Lumo Energy customer service is by phone on 1300 115 866, available Monday to Friday 8am–8pm and Saturday 8am–5pm AEST. For non-urgent queries, Lumo Energy live chat is available on the website during the same hours. If you face long call centre wait times (reported as 45 to 50 minutes by many customers) emailing complaints@lumoenergy.com.au creates a written record and can be more effective for billing disputes.

What should I do if Lumo Energy hasn't fixed my billing issue after I've already called?

If your Lumo Energy billing issue remains unresolved after contacting customer service, you have the right to escalate. Lumo Energy is required to provide a written resolution within 7 business days of a formal complaint. If that deadline passes without a fix, Victorian customers can escalate to the Energy and Water Ombudsman Victoria (EWOV) and South Australian customers can escalate to EWOSA - both are free, independent services. Documenting every contact with Lumo in writing before escalating strengthens your case significantly.

Does Lumo Energy charge exit fees if I want to cancel or switch providers?

Lumo Energy does not charge exit fees on residential plans, so you can cancel or switch providers at any time without penalty. To close your account, call 1300 115 866. One important detail to know: while Lumo itself has no exit fees, distributor-side disconnection fees set by your network operator, which can range from $15 to over $120, may still apply when a physical disconnection is required. These are separate from Lumo's charges and are worth checking before you proceed.

What help is available if I'm struggling to pay my Lumo Energy bill?

Lumo Energy offers a formal financial hardship program for customers who are struggling to pay their energy bills. Support options include customised payment plans, concession programs, and Centrepay for customers receiving Centrelink payments. To access hardship assistance, call the dedicated Lumo Energy hardship line on 1800 989 321 or visit lumoenergy.com.au/help/payment-difficulty. Reaching out early gives you the best chance of arranging a plan before the account falls further behind.

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