complaint and dispute handling policy

At Lumo Energy our aim is to provide you with the best level of service. If you feel that we have not met your expectations in some way, or if you are unhappy with the service you received please let us know. We will endeavour to assess your situation and work together to establish a resolution that is fair, legal and reasonable.

Any complaints we receive from our customers are handled in line with the Lumo Energy Complaint and Dispute Resolution Policy and Procedure, which ensures that requirements set in the Australian Standard ISO 10002 (2006) Complaint Handling are met.

How to contact us

It is our goal to make it as easy as possible for our customers to contact us to raise any concerns, so you can get in touch with us in a number of ways.

Phone

Call us on 1300 368 938.
We are available from 8am-8pm Monday to Friday and 8am-5pm Saturdays.

Via Mail

Address to:   Customer Advocacy
                     Lumo Energy Australia
                     PO Box 632
                     Collins St West VIC 8007

Online

Save money on stamps and fill out our simple online Complaints form below. This will go directly to our complaints team who will contact you to discuss your concerns.

We aim to review and resolve these enquiries as quickly and fairly as possible and we will keep you informed of our progress. If your enquiry relates to a disputed billing amount, we will not request payment of the disputed amount until the issue has been resolved.

If you feel we have not resolved your complaint and are still unhappy with your situation, you can lodge your complaint with your relevant State Energy Ombudsman, an independent, free service. They will investigate and resolve disputes between our customers and us.All complaints and/or disputes received by an Ombudsman Scheme on behalf of you will be referred directly to our Customer Advocacy Team.


Lumo Energy complaint form

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