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Customer service & contact

Lumo Energy contact numbers

The general Lumo Energy contact number is 1300 115 866, open Monday to Friday 8am-8pm and Saturday 8am-5pm. Live chat, Facebook Messenger, email and post are available too. Below we break down every way to contact Lumo, whatever your query.

Call 1300 115 866 Find a number
1300 115 866 · general line Live chat 6 days Email & Messenger Overseas line

In a hurry

The Lumo numbers most people need

Tap any number to call. Whether you live in Victoria or South Australia, your query is handled by the same Lumo teams.

General support

1300 115 866

Electricity & gas · Mon–Fri 8am–8pm, Sat 8am–5pm

Meter alterations

1800 115 866

New & altered electricity meters

Calling from overseas

+61 3 9977 6109

Australian business hours, weekdays

Emergencies

000

Danger to life or property, or you smell gas

All Lumo contact numbers

Search the full Lumo phone directory

Lumo has separate lines for general support, meter alterations, overseas calls and emergencies. Type what you need (e.g. "meter", "overseas", "gas", "emergency") to filter the list.

General support

1300 115 866

Electricity & gas sales and service, account help, billing and complaints. Mon-Fri 8am-8pm, Sat 8am-5pm (AEST/AEDT).

Meter alterations & inquiries

1800 115 866

New electricity meter installations and alterations to existing meters. Mon-Fri 8am-8pm, Sat 8am-5pm.

Gas meter alterations

1300 115 866

Gas meter alterations and inquiries, have your licensed gas plumber and appliance details ready.

Calling from overseas

+61 3 9977 6109

Reach Lumo customer service from anywhere in the world. 8am-8pm weekdays (Australian time).

Emergencies

000

For serious danger to life or property, or if you smell gas, call emergency services immediately.

Fax

1300 136 891

Send documents to Lumo Energy by fax.

No Lumo number matches that search. Try a broader term, or call the general line on 1300 115 866.

Some Lumo plans require eCommunication only, so check your plan details before contacting Lumo. Hours shown are a guide and can change; check lumoenergy.com.au for the latest.

Online channels

Contact Lumo Energy online

If you prefer not to call, Lumo offers live chat, social media, email and a full-featured online account.

Live chat

Lumo live chat is open Mon-Fri 8am-8pm and Sat 8am-5pm (excluding public holidays). On lumoenergy.com.au, click the "chat with us online" icon on the right, enter your name and start chatting with an agent.

Facebook Messenger

Lumo answers Facebook Messenger chats Mon-Fri 9am-5pm AEST. Avoid sharing sensitive account details over public social channels, use My Account for those.

Email & callback form

Email customer service at [email protected]. You can also request a callback through the online form on Lumo's website by entering your name and phone number.

Lumo My Account

  • View & download bills: Access your billing statements any time.
  • Make payments: Pay your bill or set up direct debit and update bank details.
  • Switch to eBilling: Move to email-based bills and communications.
  • Unlock rewards: Access Lumo Rewards (available in South Australia).
  • Update your details: Keep contact details current and add a concession card.

Register or sign in at myaccount.lumoenergy.com.au with your email address, and Lumo links your account for you.

New connections

Contact Lumo for a meter installation

Building a new home, or altering an existing meter for a pool, renovation or solar? Call 1800 115 866 for electricity meters, or 1300 115 866 for gas. The process differs by state.

VIC Victoria

  1. 01

    Contact an electrician

    Engage a licensed electrician to begin your new connection.

  2. 02

    Electrician emails the paperwork

    Your electrician emails an Electrical Work Request (EWR) and Certificate of Electrical Safety (CES) to [email protected].

  3. 03

    Lumo responds

    Lumo typically responds within 48 business hours. The distributor then installs the meter, allow up to 25 business days.

SA South Australia

  1. 01

    Contact an electrician

    Engage a licensed electrician to begin your new connection.

  2. 02

    Electrician requests via SAPN

    Your electrician submits an online request to SA Power Networks (SAPN) and selects Lumo Energy as the retailer.

  3. 03

    Lumo responds

    SAPN informs Lumo, which typically responds within 48 business hours. Without an agreed date, the meter is installed six business days after supply is confirmed available.

Altering an existing electricity meter typically takes 15 business days after supply availability is confirmed, provided the site is ready and safe and the work does not interrupt another customer's supply. For gas meter alterations, have your licensed gas plumber and appliance details ready.

Emergencies

Lumo emergency contact & power outages

Although Lumo sells you electricity and gas, it is your energy distributor who connects your home and fixes faults and outages. Find your distributor's emergency number on your latest energy bill or by searching your postcode online.

Serious danger to life or property, or you smell gas

Emergency services

000

Power outage or a minor electrical fault

Your energy distributor

See your bill

Emergency number. If there is a serious danger to life or property, or you smell gas, call the emergency services on 000 immediately.

In writing

Lumo email, office & postal address

For written correspondence such as complaints or forms, contact Lumo by email or post.

Head office (Victoria)

570 Church St
Cremorne VIC 3121

Postal address

PO Box 4136
East Richmond VIC 3121

Paying your bill

Lumo payment & billing options

Lumo gives you flexible ways to manage your energy bills, including spreading payments evenly with EvenPay. Not every method is available on every plan.

Credit or debit card

Pay online with Visa, Mastercard or American Express.

Direct debit

Set up direct debit in My Account from a bank account or card.

BPAY

Use BPAY biller code 275602 and the reference number on your bill through your financial institution.

By post

Mail a cheque with your payment slip to Lumo Energy, PO Box 4136, East Richmond VIC 3121.

Australia Post

Pay over the counter at any Australia Post office, or by calling 1300 115 866 with your biller code ready.

EvenPay & Centrepay

Spread your cost into smaller, regular payments with EvenPay, or pay through Centrelink's Centrepay facility.

Help paying your bill

If you are struggling to pay, Lumo offers tailored payment plans, payment extensions, Centrepay and Help Pay, plus the EvenPay program for eligible customers with no outstanding debt. Lumo can also point you to government concessions and rebates you may be eligible for. Call 1300 115 866 for help, or speak to a free, independent financial counsellor about ways to reduce your energy bills.

Complaints

How to make a complaint to Lumo

Lumo aims to resolve concerns at first contact, and follows a simple, staged complaints process.

01

Contact Lumo

Raise your complaint by phone on 1300 115 866, by email to [email protected], or by post to Lumo Energy Pty Ltd, PO Box 4136, East Richmond VIC 3121. Agents are available Mon-Fri 8am-8pm and Sat 8am-5pm.

02

Ask to escalate

If the resolution does not meet your expectations, you can request that your complaint be escalated internally within Lumo.

03

Energy Ombudsman

If you are still not satisfied, escalate it free of charge to the Energy Ombudsman in your state for an independent decision.

Energy Ombudsman phone numbers by state

Victoria 1800 500 509
South Australia 1800 665 565
Queensland 1800 662 837
Western Australia 1800 754 004
New South Wales 1800 246 545
ACT 02 6207 1740

Common questions

A Selectra expert answers your most common Lumo Energy contact questions

The general Lumo Energy contact number is 1300 115 866. Customer service is open Monday to Friday 8am-8pm and Saturday 8am-5pm (AEST/AEDT).

International customers can call +61 3 9977 6109 during Australian business hours, 8am-8pm on weekdays.

Yes. Lumo live chat is open Mon-Fri 8am-8pm and Sat 8am-5pm on lumoenergy.com.au, and Facebook Messenger is answered Mon-Fri 9am-5pm AEST.

Mail can be sent to Lumo Energy, PO Box 4136, East Richmond VIC 3121, Australia. Lumo's head office is at 570 Church St, Cremorne VIC 3121.

You can pay online by card, set up direct debit, use BPAY (biller code 275602), mail a cheque, pay at Australia Post, or spread payments with EvenPay or Centrepay. See the payment section above for full details.

Contact Lumo by phone on 1300 115 866, email [email protected], or post to PO Box 4136, East Richmond VIC 3121. If you are not satisfied with the outcome, you can escalate free of charge to the Energy Ombudsman in your state.

Call 000 immediately for serious danger to life or property, or if you smell gas. For a power outage, contact your local energy distributor, Lumo sells you energy but does not run the network. The distributor's number is on your bill.

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