financial difficulty for Victoria

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financial difficulty


At Lumo Energy, we understand that financial circumstances can change and result in making it difficult to pay your energy invoice on time. That's why our Energy Account Support and Enquiries (EASE) team provides access to financial services and support options for your account so you can keep shining.

To apply for energy concessions or services simply call our EASE team on 1800 989 321. View our National Hardship Policy



Excess Gas Concession

On 1 May 2014, the Department of Human Services introduced the Excess Gas Concession to address fraud and misuse of the Winter Gas Concession and to ensure that it is better targeted to those in most need of assistance.

Concession households with annual gas bills of more than $1,462 during the current winter period (1 May to 31 October) will need to apply for the Excess Gas Concession to continue to receive the 17.5 per cent concession on gas consumed above these amounts.

Recipients of the Life Support Concession and/or the Medical Cooling Concession will be automatically eligible to receive the Excess Gas Concession upon submission of a completed application form.

How to apply

  • Lumo Energy will identify if you need to apply for the Excess Gas Concession and provide you with an application form.
  • Eligible concession cardholders will need to submit a completed application to the Department of Human Services.
  • The Department will check your eligibility and advise Lumo Energy who will then calculate the Excess Gas Concession and apply the discount to your energy bill.

For more information contact the Concessions Information Line on 1800 658 521 or visit www.dhs.vic.gov.au/concessions

Financial Counsellors

Financial counselling and support is just one phone call away. Lumo Energy's EASE team can provide you with free access to independent financial counsellors if you experience financial difficulty. 

Find your local financial counsellor.

Group Homes Concession

The Group Homes Concession for electricity and Group Homes Concession for gas are provided on domestic properties run by welfare organisations, or by the Department of Human Services, where the residents of the house are concession card holders that are responsible for paying the energy accounts, however the name of the organisation is on the bill.

The Group Homes Concessions are applied to customer accounts in the same manner as the Annual Electricity Concession and the Winter Gas Concession.

For more information about this concession, contact the toll free Concessions Information Line on 1800 658 521.

No Interest Loan Scheme (NILS)

NILS provides a means for purchasing essential household items such as fridges, washing machines and medical appliances. The loan scheme primarily supports people whose sole sources of income are government benefits.

Contact us about this service

Payment Assistance

Lumo Energy accepts a range of bill payment options:

  • Online payment
  • BPAY
  • Direct debit
  • Centrepay
  • Cheque
  • Payment at Australia Post
Find out more about payment options

If you're finding it difficult to pay your energy bills on time, just let us know. Lumo Energy's EASE team can provide alternative payment options and payment plans customised to help you. We will personally assess your situation, helping to establish a fair and affordable payment solution to put your energy account back on track.

Utility Relief Grant Scheme and Non-Mains Utility Grant Scheme

The Utility Relief Grant Scheme and Non-Mains Utility Relief Grant Scheme are for eligible cardholders who are unable to pay their utility bills due to a temporary financial crisis.

For more information about this concession, contact the toll free Concessions Information Line on 1800 658 521.