Lumo Energy is an Australian energy retailer that provides gas, electricity and renewable energy services to about half a million customers. For their great value plans, they were awarded six Mozo Experts Choice Awards in 2018.
Based out of Melbourne, Lumo Energy provides energy related products to homes as well as businesses across Victoria and South Australia.
Lumo Energy sells gas as well as electricity in Victoria. If you live in South Australia you can also select Lumo as your electricity provider.
You can choose from a number of electricity as well as gas plans with Lumo Energy. Every state has its own plans and discount offers. Some of the options include:
|Green energyGreen energy|
You can make an environment-friendly choice by opting for a plan that lets you support sustainable energy in Australia. If you go with this option, an equivalent of 10% of your electricity consumption will be derived from government accredited renewable energy and fed back into the grid.
|Shopping rewardsShopping rewards|
Attention shopaholics! An added advantage with joining Lumo Energy is that you could benefit from their exclusive shopping program called Advantage Online, which gives you access to multiple discounts on gift cards, movie tickets and even holiday packages. So when you sign up to certain specific energy packages with Lumo, you automatically also get signed up to Advantage Online.
|Payment solutionsPayment solutions|
With Lumo Energy you can choose from several convenient payment options such as direct debit, BPAY, Credit Card and Centrepay. If you’re not comfortable with online or phone banking, you can also mail a cheque to Lumo Energy, or alternatively, you can go to a post office and make the payment in person.
|Concessions and rebatesConcessions and rebates|
For customers who are facing difficult financial circumstances, making it tough for them to pay their energy bills, Lumo has an Energy Account Support and Enquiries (EASE) team, which provides access to financial services and support options for your account. If you want to benefit from this service, you can call the EASE team to apply for a concession.
Lumo Energy gives you the flexibility to switch as well as move your energy account easily. If you plan to switch to Lumo, you simply need to fill out an online form and you’ll hear back from them within one business day. But if you prefer to first understand the terms of your plan, you can also call their customer service team, which is operational from Monday to Friday, between 8.30 am and 7 pm.
If you’re an existing customer with Lumo and you’re moving home, you can arrange for your energy connection to be moved easily. If you are moving in five or more business days’ time you can ask for a transfer online or over the phone. But if you need your connection to be moved in less than five days, you’ll need to call to make sure your connection has been sorted before you move into your new home. You will of course need to check if Lumo provides energy in your new area.
The Mozo community has rated Lumo Energy’s energy related products and services on different specifications ranging from pricing and bill clarity to customer satisfaction and green energy.
They have repeatedly overcharged me claiming the bill is accurate. On one occasion I rang to challenge the bill. The person could not have been less helpful or more infuriating. I explained the bill could not be correct as the only gas I used was...
They have repeatedly overcharged me claiming the bill is accurate. On one occasion I rang to challenge the bill. The person could not have been less helpful or more infuriating. I explained the bill could not be correct as the only gas I used was for my hot water & hydronic heating unit. As this had not been working for the entire billing period I had used precisely no gas. They then asked if I was suggesting I had a gas leak. I said no that I was suggesting their bill was incorrect. She then went on in detail to tell me someone could be sent to check if there was a gas leak. This would be free of charge if a leak was found but would cost me $99.00 if there was no leak. I told her I did not want this as I did not believe there was a gas leak. We then spent a while going around in circles as I reminded her she had suggested there was a gas leak not I and that I believed the bill was incorrect. After at least 45 very frustrating minutes she told me the bill was actually an estimated bill. We then had a fruitless discussion as to why they did not engage people who would actually read the meter. I did not pay that bill. They did actually read the meter. Even though I did not pay that grossly inaccurate and highly misleading bill, I then had very little to pay for the next bill as they had overcharged me to such a degree on the bill or bills prior to the one prompting my complaint. The above was not an isolated event. I also received another bill which was much greater than for the same time the previous year. I had been away for quite a period and as stated above only have a single gas device. As I did not heat my house or use hot water while away the bill was clearly incorrect. After much time and frustrating effort they again acknowledged it was an estimated account. I told them I would pay the next bill based upon an actual reading. Again that account was a mere shadow of the former highly inflated account. You must wonder why I have not changed providers. I have bipolar disorder and am frequently unwell. This interferes with my ability to organise my way out of a paper bag much less take on an energy company with its might and power and obvious obscuration of the facts. When I finally did arrange to change, on the day I was due to switch over, I received my first spontaneous call from the company from someone who actually wanted to do some of assistance to me. Even on this occasion they annoyed and upset me as they offered me a significantly better deal, not because I was a loyal long standing client but because, otherwise, I would have changed companies. When I said this was an extremely disappointing policy and approach to customer service the response was that it was company policy and everyone did it that way. I as I do not know the policies of other companies, how do I know whether or not this is true. As the deal they offered was significantly better than the one offered by the other company and as I have lost my job due to my illness and very severe repeated bouts of depression, I stayed with them. It however does not leave me with a warm gas fuelled hydronically heated glow about Lumo Energy. If I was well enough I would try to find a better provider.
Janette, Victoria, reviewed 7 months ago
I am totally happy with Lumo as my energy provider for my electricity needs because the customer service is friendly and efficient. What I like the most is that I receive a bill once a month which makes it more affordable and if you pay before the...
I am totally happy with Lumo as my energy provider for my electricity needs because the customer service is friendly and efficient. What I like the most is that I receive a bill once a month which makes it more affordable and if you pay before the due date you receive a great early bird discount which is quite substantial which makes paying your bill much easier.
Sarah, Victoria, reviewed 7 months ago
They are competitive with their prices and honest about them. When I thought I had a better deal and was going to change provider they explained that the other providers deal was only on usage and not total bill and when I checked they were right....
They are competitive with their prices and honest about them. When I thought I had a better deal and was going to change provider they explained that the other providers deal was only on usage and not total bill and when I checked they were right. They then gave me a great deal.
Deb, Victoria, reviewed 8 months ago
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Did you know that you can save up to hundreds of dollars every year by switching your energy provider? You just need to feed in your postcode into Mozo’s free comparison tool and compare Lumo Energy with other energy providers in your area and see what turns out to be the most cost effective plan for you.