Business Energy FAQ

Below are answers to some frequently asked questions about moving premise, meter installation/abolishment, invoicing and more.

If you require further assistance, don’t hesitate to contact us on 1300 920 564 or chat with us online.

General

How can I contact Lumo Energy about my business?

It’s important that we offer you a variety of contact options, to best suit your business needs. You have the option to:

Alternatively you can log into My Account online 24 hours a day, 7 days a week.

What is a NMI and MIRN?

Your National Meter Identifier (NMI) is a unique number assigned to the electricity meter/s at your address and is used to track your usage. The Meter Identification Registration Number (MIRN, for Victorian customers) is a unique number assigned to gas meter/s at your address.

Both the NMI and MIRN can be found on your electricity and/or gas bill. For more information on how to understand your bill, click here.

What identification do I need to open a new account?

For accounts set up in a sole trader name, at least one form of identification is required such as a Driver’s License

For accounts set up in a company name we require the following:

  • ABN
  • Driver’s License
  • Contact person and their details

If the business is considered a large business, we require the directors contact details.

Who do I contact if I have problems with supply?

If you are experiencing problems with your electricity supply, please contact our Account Management team on 1300 360 434 to ensure your service order has been completed.

If you identify a fault, please contact your network distributor. You can locate their contact details on the top right corner of your Lumo Energy invoice

Usage Thresholds

Victoria

A small business customer is defined as having a site or multiple sites that each consume less than 40MWh for electricity and less than 1TJ for gas.

A large business customer is defined as having a site or multiple sites that each consume more than 160MWh for electricity and more than 1TJ for gas.

South Australia

A small business customer is defined as having a site or multiple sites that each consumer less than 160MWh for electricity and less than 1TJ for gas.

A large business customer is defined as having a site or multiple sites that each consumer more than 160MWh for electricity and more than 1TJ for gas.

New South Wales

A small business customer is defined as having a site or multiple sites that each consume less than 100MWh for electricity and less than 1TJ for gas.

A large business customer is defined as having a site or multiple sites that each consume more than 100MWh for electricity and more than 1TJ for gas.

Queensland

A small business customer is defined as having a site or multiple sites that each consume less than 100MWh for electricity and less than 1TJ for gas.

A large business customer is defined as having a site or multiple sites that each consume more than 100MWh for electricity and more than 1TJ for gas.

 


Connection and Disconnection

I am moving my business or premises – what do I need to do?

Contact us today to organise your hassle free move.

If you’re moving within the next 5 business days, call us before 12pm today to avoid delays.

Please also note that Lumo Energy operates in four states, each with different connection, disconnection or final meter reading fees.

These fees cover the cost for someone (generally your energy distributor) to visit your premises and take a gas or electricity meter reading outside of their normal schedule. 

If I move into new business premises, do I need to be present when you connect my energy supply?

If your meter is accessible, you do not need to be present on the day of connection. However if your meter is located inside your business, is behind a locked gate or is located near any animals that could hinder access to the meter box; you may need to be present to allow safe access to your meters.

If you are a QLD customer and require a visual inspection, someone over the age of 18 may need to be present.

What if my meters are inside my building?

Connections for a new property

If your meters are inside, you may need to provide access to your meters for connection.
If you have sub-boards (fuse) inside your building you need to ensure that they are in the off position, and that all appliances are turned off.

Scheduled readings

If your meter is not accessible then Lumo Energy will bill on an estimated read based on previous electricity consumption. Alternatively you may need to arrange access into your building for the meters to be read.

Final readings

To finalise your account, Lumo Energy will require access to your meters for a final read and disconnection. If there is an issue with access, you will need to make arrangements with Lumo Energy before vacating the premise. Failure to do this could result in continuing to be charged for the property’s consumption.

Meter Installation

How do I organise the installation of a new electricity meter at my business premises?

You will need to contact a Registered Electrical Contractor who will file the required documentation to support a new meter request. 

To avoid further delays, please ensure all information in the required documentation is written clearly and all details are correct. All appropriate forms must also be signed and dated.
Your Registered Electrical Contractor/Customer can fax, email or post the forms to Lumo Energy.

Victoria

Installation turnaround time in Victoria is up to 10 business days once Lumo Energy has raised a service order and 20 business days if in conjunction with an ABOLISHMENT or ALTERATION.

Documentation required:

  • Certificate of Electrical Safety (CES)

  • Electrical Works Request (EWR)

South Australia

As SA Power Networks no longer offer a single rate tariff for business customers, the Registered Electrical Contractor must tick "Interval (Type 5)" and "2 rate" in the Metering section. The ABN must also be provided on the Form A.

Installation turnaround time will be quoted per appointment made by the Registered Electrical Contractor with SA Power Networks Utilities Builders & Contractors (PH: 1300 650 014).

Documentation required:

  • Form A

Queensland

Installation turnaround time will be up to 10 business days once Lumo Energy has raised a service order.

Documentation required:

  • Form 2 (to be submitted directly to Energex)

New South Wales

Unfortunately Lumo Energy cannot raise a new meter installation request in NSW.
Please contact an Accredited Service Provider to raise this request. For a list of ASPs please call (02) 9895 0008 or visit www.resourcesandenergy.nsw.gov.au

How do I organise a new gas meter installation?

Unfortunately Lumo Energy is not licensed to install gas meters however, can service the meter once it’s been installed.

Please contact an alternative provider to install your meter. Once installed and active, contact us on 1300 360 434 so we can organise to switch you to Lumo Energy at your next scheduled meter read.

Meter Abolishment

How do I organise an electricity meter abolishment?

Requests for an electricity abolishment may come directly from you and in some cases a Registered Electrical Contractor. The required documentation must be signed by the authorised person requesting an abolishment who will also be accepting the charges. An abolishment request may be needed if you are renovating or demolishing the property.

Once the abolishment request has been raised with the relevant distributor, there is a standard 20 business days’ timeframe for the distributor to complete the job.

How do I organise a gas meter abolishment?

Lumo Energy can only initiate abolishment orders for gas meters and service lines in Victoria.

Requests for a gas abolishment may come directly from you and in some cases from your plumber to Lumo. The required documentation must be signed by the authorised person requesting an abolishment who will also be accepting the charges. An abolishment request may be needed if you are renovating or demolishing the property.

Once the abolishment request has been raised with the relevant distributor, there is a standard 20 business days’ timeframe for the distributor to complete the job.

Invoicing

How do I know when my meter will be read next?

Depending on your electricity meter type, your meter can be read once a month (monthly) or every three months (quarterly).

Gas meters are read every two months (bi-monthly).

Details of your next scheduled meter read can be found on your bill. For more information on how to understand your bill, click here.

I have multiple business energy sites. Can I have one bill for all of them?

You can receive an individual bill for each site or a consolidated statement for all of your sites (per state).

  • If you have multiple small sites, you can elect to receive a monthly consolidated statement, which is a summary of all invoices generated within a given month, along with the individual invoices. You can pay the single total amount from the consolidated statement via EFT, BPAY®, Billpay or Cheque
  • If you have multiple large sites, you can elect to receive a consolidated invoice which will include all sites on your contract. You then need to only pay one total amount each period. Alternatively, you can have individual invoices for each site

Can I have more time to pay my bill?

From time to time, some of our customers may require a payment extension and we understand this.

If you require an extension, please call us on 1300 360 434 to find out if you qualify for any payment plans.

Am I eligible for a pensioner discount for my business?

No; pensioner discount concessions only apply to residential accounts.

Pricing

What is a tariff?

A ‘tariff’ in the electricity industry is the pricing structure used to charge a customer for their energy consumption. This is divided into two parts: the fixed charge for daily service to your property and the variable charge for the amount of energy consumed at the property.

Your electricity and natural gas invoice will consist of the following three components:

  • Service to Property Charge (also known as ‘Supply Charge’)
  • Usage Charge (Charge for energy consumed – per MJ or kWh)
  • GST (Goods & Services Tax)

I’m a current Lumo Energy business customer. How do I find out my rates?

You can locate your current rates on the back of your most recent bill under ‘Rate’ in the ‘Your Electricity Usage’ or ‘Your Gas Usage’ section.

For more information on how to understand your bill, click here.

My Account

How do I register for My Account?

Register for My Account by clicking here. Be sure to have your company name, email address and your Lumo account number (located on the front page of your bill) handy.

I have forgotten my My Account password, how can I reset it?

Reset your password by clicking here

What can I do through My Account

  • View or pay your bill
  • Set up direct debit
  • Set up eBilling
  • Update your contact details

Retail Demand Tariff Changes for Small Business - Victoria

Retail Demand Tariff Changes for Business

Due to recent changes in electricity network pricing, certain Lumo Energy business customers will be moving to a new retail pricing structure that includes a Retail Demand Tariff as of 19 January 2018.

What is a Retail Demand Tariff?

A retail demand tariff has a demand charge. Maximum demand, expressed in kilowatts (kW), is calculated from the highest energy usage over a 30-minute interval during a predetermined peak period.

How is the Retail Demand Tariff calculated?

For example:

If you have a demand rate of $0.30 (Inc GST) per kW and the maximum demand recorded during the demand window is 8.7 kW, your total demand charge for this period (assuming it is based on 31 days) would be $0.30 x 8.7 kW x 31 days = $80.91 (Inc GST).

How will this tariff be charged?

Your retail demand charge will be shown on your bill under the ‘Other Charges’ section. The tariff will vary from the Summer Demand period (December to March) to the Non-Summer Demand period (April to November).

You will continue to be charged on the basis of your total electricity consumption (kWh) and daily Service to Property.

Will all business customers be affected by this new Retail Demand Tariff?

United Energy and Ausnet

Certain existing business customers who use in excess of 40 MWh of electricity per year who are in the United Energy and Ausnet distribution area will be affected.

CitiPower and Powercor

Certain existing business customers who use in excess of 60 MWh of electricity per year who are in the CitiPower and Powercor distribution area will be affected.

In light of these changes, how can I reduce my energy cost?

There are various ways in which you can look at reducing your business electricity cost such as:
  • Using LED lighting with timers or sensors when lights are not always required to be on
  • Creating better heating and cooling efficiency by ensuring there is appropriate insulation
  • Looking at investing in a more efficient heating or cooling system or install a new thermostat to increase your range of managing temperature
  • Using energy efficient appliances or equipment where possible
  • Spreading the use of high consuming appliances and machinery over the course of the day or outside the demand window to manage your maximum demand
If you would like to discuss your new pricing structure further and learn how to better manage your electricity consumption, call us 1300 360 434.