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. View our policy here.
How to Contact Us
- Call us on 1300 865 219
- We are available from 8am-8pm Monday to Friday and 8am-5pm Saturdays.
- Lumo Energy
- Reply Paid 632
- Collins Street West VIC 8007
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 Retail Compliance Team.