Lumo Energy is an Australian energy retailer operating in

Victoria Victoria most commonly refers to: * Victoria (Australia), a state of the Commonwealth of Australia * Victoria, British Columbia, provincial capital of British Columbia, Canada * Victoria (mythology), Roman goddess of Victory * Victoria, Seychelle ...

and

South Australia South Australia (commonly abbreviated as SA) is a States and territories of Australia, state in the southern central part of Australia. It covers some of the most arid parts of the country. With a total land area of , it is the fourth-largest o ...

, which has been wholly owned by

Snowy Hydro Snowy Hydro Limited is an electricity generation and retailing company in Australia that owns, manages, and maintains the Snowy Mountains Hydro-electric Scheme which consists of nine hydro-electric power stations and sixteen large dams connecte ...

since 2014. The business offers electricity and gas packages in Victoria and South Australia. As of October 2017, the business had almost 500,000 customers and a workforce of just under 500 people.

History

Infratil Infratil Limited is a New Zealand-based infrastructure investment company. It owns renewable energy, digital infrastructure, airports, and healthcare assets with operations in New Zealand, Australia, Asia, the US and Europe. Infratil was founded ...

registered as Victoria Electricity in 2002 and secured an electricity retail licence for the state of

in August 2002. Victoria Electricity commenced retailing electricity in February 2004. On 1 October 2002, the gas market in Victoria was opened to new gas retailers and full retail contestability for gas customers was introduced, enabling gas retailers to seek customers statewide. Victoria Electricity applied for and obtained a licence for gas retailing in Victoria in December 2004 and commenced gas retailing in early 2005. In May 2005, Infratil also registered South Australia Electricity and

Queensland Electricity Lumo Energy is an Australian energy retailer operating in Victoria and South Australia, which has been wholly owned by Snowy Hydro since 2014. The business offers electricity and gas packages in Victoria and South Australia. As of October 2017 ...

, and New South Wales Electricity in August 2006. In June 2010, Lumo Energy was incorporated as a company and as a business name in each of the four states in which it was active. In July 2011, Lumo partnered with

American Express American Express Company (Amex) is an American multinational corporation, multinational corporation specialized in payment card industry, payment card services headquartered at 200 Vesey Street in the Battery Park City neighborhood of Lower Man ...

to offer the Lumo Express product, and in September 2011, it partnered with the

Velocity Frequent Flyer Velocity is the frequent-flyer program of Virgin Australia Holdings. History Velocity was launched by Virgin Blue (later renamed Virgin Australia) in 2005 as Velocity Rewards, with partner National Australia Bank offering a companion credit card ...

program to offer the Lumo Velocity product. In 2014, Infratil sold Lumo Energy, along with Direct Connect, to government-owned

for $600 million. In July 2016, Lumo began to migrate customers in New South Wales to Red Energy and, in 2017, the same process began with customers in Queensland.

Customer satisfaction

In 2010, the

Queensland Competition Authority The Queensland Competition Authority (QCA) is an independent statutory authority that promotes competition as the basis for enhancing efficiency and growth in the Queensland economy. It was established by the Government of Queensland in 1997. ...

found Lumo Energy had the highest rate of unresolved complaints among the state's electricity retailers. In 2011, Lumo Energy lost a court case involving a customer whose gas and electricity were cut off over a $4,000 debt. According to the Victorian Essential Services Commission, Lumo Energy sent the customer an initial letter which failed to mention separate disconnection periods for gas and electricity notices, as required by law. In 2013, Lumo Energy announced it had made changes to improve customer relations, launching a new website and refreshing its customer communications. It also reported progress in the reduction of

Ombudsman An ombudsman (, also ,), ombud, ombuds, ombudswoman, ombudsperson or public advocate is an official who is usually appointed by the government or by parliament (usually with a significant degree of independence) to investigate complaints and at ...

complaints, with a 53% reduction in complaints received in June 2013, compared with June 2010. In August 2013, Lumo Energy was awarded the number one position for electricity in the Roy Morgan Customer Satisfaction Awards.

References

External links

* {{EnergyQueensland Utility companies of Australia Electric power companies of Australia

History

Customer satisfaction

See also

References

External links