Below are some answers to some frequently asked questions we have been asked in the past. If these do not help you then please feel free to jump on the phone and call us on 1300 368 938.
What was the Carbon Price (or Carbon Tax)?
The Carbon Tax was part of the Australian Government's 'Clean Energy Plan'. As part of the plan, certain Australian Businesses (including energy retailers) were required to pay an amount (or 'tax') according to their greenhouse gas emissions.
In line with many other Australian businesses the costs we incurred as a result of the Carbon Tax were passed onto our customers. We recommend you go to the Australian Government's website - cleanenergyregulator.gov.au for detailed information on the Carbon Tax.
What is the Carbon Tax Repeal?
The Carbon Tax Repeal is the Australian Government’s initiative to abolish the Carbon Tax as of 1 July, 2014. The Australian Government has now passed legislation abolishing the carbon tax. For further information about the Carbon Tax repeal please visit environment.gov.au/climate-change/repealing-carbon-tax.
Is Lumo passing the costs savings associated with the repeal of the Carbon Tax to customers?
Yes, we will notify you of any applicable reduction in your next bill. Further information about the impact of the carbon tax repeal will be provided to you in September 2014.
Will I be compensated for all Carbon Tax that I have previously paid prior to 1 July 2014?
My Service to Property cost has not decreased – why not?Your Service to Property charge was not originally affected by the Carbon Tax and is therefore not affected by the Carbon Tax Repeal.
As soon as possible, please notify us of the date you intend to move. Simply fill out the Moving home form.
What should I do if I'm moving house and ending my energy account?
You will have to contact us at least five business days before you intend to vacate your property. It is also important that you provide us with a forwarding address for your final invoice. Contact us on 1300 551 498.
How can I manage my account?
Managing your account is simple, log into My Account online and you will be able to see all the information about your account including meter reads, contact details and your latest invoices. Don't have an account set up? Register Today.
Questions About New Invoice Design
Where can I find my concessions on my new invoice?
On page two of your invoice, any applicable energy concessions will appear under either Your Electricity Usage or Your Gas Usage. To learn more about your new invoice, check out our bill explainer or watch our tutorials.
I pay by direct debit. Has anything changed on my new invoice?
You can find your full direct debit details on the payment slip, which is located on page two of your invoice. To learn more about your new invoice watch our tutorials.
General Invoice Questions
My energy bill is higher than I expected. Why?
There are a few reasons why your energy invoice may be higher than expected:
- Remember that using energy-hungry appliances like heaters or air conditioners quickly adds to the cost of your invoice.
- If you have guests staying at your home, this can increase energy usage and raise the cost of your bill.
- If you receive energy concessions, note that some concessions are seasonal and apply only during certain months.
Check out some energy saving tips.
How do I pay my invoice?
You can find detailed payment instructions at the end of your invoice. Did you know you can also pay your invoice online? Make a payment online
Is there a charge to join Lumo Energy?
Lumo Energy charges no joining fee, however a standard charge may apply if you move into or leave a property. This is because moving into a property incurs a charge from your local energy distributor to connect your electricity and/or gas supply.
If there's no recent meter reading available for your property, or you selected monthly estimated invoices when you joined Lumo, your invoice can show estimated energy use. We estimate to match your invoice charges to your energy use as closely as possible.
How do estimations work?
We look at a range of account information when we estimate energy use, such as:
- Previous meter readings
- The period of time covered by your invoice
- Time of year (e.g. increased winter energy use)
We process this information to estimate your daily energy use and total costs.
How do estimations work if I'm a new client?
If you just joined Lumo Energy, recent meter readings won't be available for your account. Until two or more readings are available we use information such as:
- The average monthly spend you entered on your Lumo Energy application
- The period of time covered by your invoice
This allows us to estimate your monthly energy use until new meter reading data is available for your account.
What happens if estimations don't match my energy use?
We simply adjust your invoice once your next meter reading is available. For example, we will credit your account if estimations were higher than expected.
How is my daily energy use calculated?
If you have a PhD in mathematics or just really like technical details, here's how we use estimations to calculate your daily energy use:
Total energy use between last two meter reads / total days between those two reads = daily energy use
Your daily energy use is then multiplied by the period of time (in days) covered by your invoice, applied to your energy prices and adjusted depending on the time of year. For example, energy use during winter and summer can be higher than other months. Estimations also adjust over time to reflect your usage, as shown by meter readings.
Still awake? Good! If you're a new client, or we haven't received at least two meter readings for your property, we use another process. We start with information from your distributor that shows daily electricity/gas usage before you joined Lumo Energy. We call this 'historic' use.
Historic daily use x energy rates = daily costs
Finally, if we don't have at least two meter readings for your property OR historic use from your distributor, we calculate your daily energy use as follows:
Average monthly spend - Service to Property charges ? average month of 30.5 days = daily energy costs
We use your energy prices and the daily costs to determine your estimated reads.
What's an index reading?
If you have a smart meter at your property recording usage, there will be additional line items on the back of your invoice displaying your index reading.
For smart meters, the main purpose of the index read is that it records the total accumulated energy usage for a given meter register since its installation. We understand that having your usage displayed instead of your meter readings is a big change and have therefore added an equivalent reading (covering all usage at your property on your smart meter from its installation date) for the start and end dates on your bill.
The index reading is a useful tool, although it is designed as a guide only and is not used to calculate your electricity bills.
You can find this information on the back page of your Lumo Energy invoice. Generally, your electricity meter is read every three months, while your gas meter is read every two months.
Can I send Lumo Energy my meter readings?
Yes, you can do this online. Simply login to My Account and follow the on-screen instructions. By sending us your meter readings you will allow us to estimate your energy usage as accurately as possible between readings taken by your Distributor.
Don't have an account set up? Register Today
How do I read my electricity meter?
If you have a digital meter, simply record the numbers on your meter from left to right, ignoring the final number. In the example below the reading is 2518.
If you have a dial meter, ignore the dials labeled 1/10 and 1/100, these are check dials.
Record the number for each dial from left to right. If a pointer falls anywhere between two numbers, always record the lower number.
In the example above the reading is 8028.
I submitted my meter reading, but part of my bill was estimated. Why?
When we calculate your bill, any energy used after the reading is estimated using historical usage data.
How do I read my gas meter?
If you have a metric meter, simply record the numbers on your meter from left to right. In the example below the reading is simply 2932.
If you have a dial (imperial) meter, record the number for each dial, reading from left to right. If a pointer falls anywhere between two numbers, always record the lower number. In the example below the reading is 3032.
Do I have to provide access to my meter?
Yes, this is required. All energy customers are required to provide safe and unhindered access to their meter/s. This ensures you are billed for the correct amount of energy you used.
I'm a customer and I need a new electricity meter installed. What should I do?
Will I be contacted if the distributor has problems connecting electricity to my customer's property?
Yes. Lumo Energy will contact you or your customer to discuss any problems onsite or with any paperwork submitted.
What are Lumo Energy's contact details?
You can contact us via phone or online form. Check out our Contact details
Do pit installation requests go to the retailer or the distributor?
The distributor. The distribution business is licensed to manage the network infrastructure in the customer's area, and the distributor is best placed to initiate the pit installation process and provide any quotations or information as required.
If you hold a current Pensioner Concession Card, Health Care or Gold Card, you may be entitled to a concession on your energy bill.
To apply for an energy concession please contact us on 1300 552 871 or contact us through our online enquiry form.
If due to certain circumstances you are unable to afford your energy usage or you are in a situation where energy being switched simply is not an option please view our hardship policies.
Do I have to be a Velocity Frequent Flyer member to be on the Lumo Velocity package?
Yes, you must have a Velocity Frequent Flyer number. If you aren't a current member, you can sign up for free by visiting Velocity Frequent Flyer website.
I just signed up to the Lumo Velocity Package - how many Bonus Points do I get?
Upon sign up, you will receive 10,000 Bonus Points and for every dollar you spend with us, you will receive 6 Velocity Points.
I'm with Lumo for gas too; does that mean I get 20,000 Bonus Points?
No, the 10,000 Bonus Points are only allocated once per customer, however you will still be able to earn points on your gas usage.
How are the points calculated?
The points are calculated based on your energy usage, including GST. So, if your invoice comes to $106.45, the calculation is as follows:
$106.45 + GST = $117.10
117.10 x 6(points) = 703 Velocity Points
I'm a current customer of Lumo Energy. Can I sign up to the Lumo Velocity package?
Yes, you can. Simply visit our Lumo Velocity package page or call us on 1300 919 508 to organise the switch. Make sure you have your Velocity Frequent Flyer membership number handy.
Unfortunately not. If you'd prefer a green package, have a look at our Lumo Life 10 package.
What makes up the energy charges on my electricity bill?
The cost of supplying electricity to your home or business is composed of four main factors. These factors, explained below, make up the energy charges on your electricity bill.
- Network charges:
Network charges make up approximately 40% of your energy charges, and are set by the Network Operators. These charges include the cost of maintaining and developing the electrical infrastructure to meet the population's growing demand as well as distribution and connection costs - the cost of supplying electricity to homes and businesses.
- Wholesaler charges:
Wholesaler charges are the actual cost of buying the electricity from the wholesale electricity market. This makes up approximately 28% of your energy charges.
- Government and green charges:
Government and green charges relate to the costs associated with complying with Government policies and programmes including renewable energy and energy efficiency schemes. This makes up approximately 17% of your energy charges.
- Retailer charges:
Retailer charges are set by Lumo, and generally make up approximately 15% of your energy charges.
What type of energy contract am I on?
You will be on one of the three types of energy contracts outlined below:
- Market retail contracts
Market contracts may offer lower rates, offer renewable energy or discounts, and often have fixed term durations where exit fees are charged if you leave early. Market contracts can vary from state to state.
- Standard retail contracts
You are most likely to be on this type of contract if you have never changed retailers or if you haven't contacted a retailer about an energy contract. Under some standard retail contracts, the price you pay for your energy is set by the state or territory government and can often be higher than a market retail contract.
Deemed retail contracts
If you move into a new property and start using electricity and gas without contacting any retailer, you will automatically have a 'deemed arrangement' with the retailer currently responsible for the energy supply at that property. If you are in this situation, you are required to contact a retailer and enter into a new contract as soon as possible. You will be responsible for paying for any energy used at your property.
Electricity pricing is based on the following use patterns:
- The single rate residential tariff is based on 4,000 kilowatt hours (kWh) peak consumption per year. This use is typical of a customer who has gas hot water and heating.
- The two-rate residential tariff is based on 4,000 kWh peak and 2,500 kWh off-peak consumption per year. This use is typical of a customer with no gas supply who has electric hot water that heats during the off-peak time.
- The time-of-use residential tariff is based on 3,000 kWh peak and 6,000 kWh off-peak consumption per year. Off-peak includes weekends for this tariff. This use is typical of a customer without gas supply who uses the off-peak time for any purpose. It is not restricted to hot water and heating overnight.
- The single rate business tariff is based on 12,000 kWh peak consumption per year. This use is typical of a business that is closed on weekends.
- The time-of-use business tariff is based on 25,000 kWh peak and 15,000 kWh off-peak consumption per year. This use is typical of a larger business that is open more than five days a week.
- The single rate residential tariff is based on 60 gigajoules (GJ) consumption per year. Consumption is allocated for peak (winter months - typically June to September) and off-peak (typically October to May) time frames. This use is typical of a residential gas customer with gas hot water.
- The single rate business tariff is based on 500 GJ consumption per year. This use is typical of an average business customer.