Victorian consumers give Lumo Energy top marks

24 October, 2014

Canstar Blue releases Natural Gas Suppliers 2014 - Most Satisfied Customers Award

Lumo Energy has received Canstar Blue's Most Satisfied Customers Award for natural gas suppliers in Victoria.

Earning five-star ratings across all research criteria, Lumo Energy tops the customer satisfaction rankings for the second time in three years, having also taken the honours in 2012.

"Consumers want quality customer service, easy to understand billing information and a reliable, uninterrupted supply, but above all they want to know they are getting good value for money," said Canstar Blue Business Unit Leader Megan Doyle. "These are all areas in which Lumo Energy earned top marks from the people of Victoria and we congratulate the company on its success.

"To pick up five-star ratings across the board is a remarkable achievement and a clear indicator that Lumo Energy is keeping its Victorian customers very happy with their gas supply."

The Melbourne-based energy provider also earned top ratings for its payment plan options, its focus on environmental sustainability, and most crucially, for overall customer satisfaction.

Lumo Energy's Executive General Manager of Sales and Marketing, Tim Harrington, said: "Winning this award means a lot to the business as it lets us know our on-going commitment to customer service, offering value for money, making energy easier and providing a variety of tailored packages to the diverse lifestyles of our customers is working.

"We also recognise budget pressures; hence we provide competitive energy offers. This acknowledgement is great for the Lumo Energy team, as it reflects our customers telling us that the improvements we are making are being valued by them."

The Canstar Blue survey of more than 1,000 Victorian households found that the cost of electricity is the biggest cause of concern for adults living in the state, followed by health and medical payments and loan repayments. Just 4% of respondents said the cost of natural gas was their biggest financial concern.

However, 22% of people said they often struggle to pay bills on time.

"People in Victoria are cutting back on entertainment and recreational activities to make sure their bills are paid on time," added Mrs Doyle. "They're also sacrificing clothing and things like health and beauty products to keep up with payments.

"More than 60% of those we questioned said they have been successful in reducing their energy consumption and cutting their bills, and two-thirds of people told us they have compared prices from different suppliers to try and save money. But a similar number said they find the process of switching suppliers daunting."

"Few people actually enjoy paying their utility bills - it's an unavoidable grudge purchase which we all have to make. But consumers want an energy supplier which is understanding and makes paying their bills as easy and stress-free as possible. Our results suggest Lumo Energy is clearly keeping its customers very happy."

Here is the full report on Lumo Energy's results at the Canstar Blue website

About Canstar Blue

Canstar Blue was launched in July 2010 by CANSTAR - Australia and New Zealand's premier researcher of retail finance information for more than 350 institutions across the financial sector. Canstar Blue releases regular surveys to measure and track Australian consumer satisfaction to help consumers make the best purchasing decisions for their needs.

What are the Canstar Blue ratings?

Canstar Blue researches, compares and rates products and services according to customer satisfaction across categories including banking, telecommunications, appliances, electronics, utilities and FMCG. Results are freely available to consumers who are encouraged to use the ratings as a guide to product excellence. The full range of results can be seen on the Canstar Blue website at