Choosing an energy provider isn't just about prices or green plans. It's also about getting help when things don't go as expected. If you've ever sat on hold for 30 minutes, you know exactly what we mean.
In this head-to-head, we're putting Lumo Energy and Powershop Energy under the spotlight. Both serve Aussie homes. But when it comes to support, who's doing it better?
Let's break it all down.
Quick Intro to Both Brands
Lumo Energy
Lumo Energy offers gas and electricity services mainly in Victoria and South Australia. People like them for their straightforward plans and occasional rewards. Prices are decent too, which makes them appealing for budget-conscious folks.
Powershop Energy
Powershop Energy is a greener name in the market. It's backed by Shell Energy and has a strong focus on renewable power. They operate in several states and love using tech to make things smoother for their users.
What Makes Good Customer Support?
Before we get into the details, let's lay out what actually makes support helpful. Here's what really matters:
- Quick replies
- Friendly team
- Clear ways to contact
- Easy-to-use apps and websites
- Help that's accessible to everyone
- Timely alerts or updates
Now, let's see how both providers stack up.
How Easy Is It to Reach Them?
Lumo Energy Contact Options
You can get in touch with Lumo Energy through:
- Phone
- Live Chat
- Mobile App
Phone calls usually go through without much hassle. But their chat system isn't the fastest. You might need to wait a bit.
Powershop Energy Contact Options
Powershop Energy gives you these options:
- Phone
- Live Chat
- Mobile App
Their chat tends to respond faster. Plus, the app gives quick solutions for bills and account changes.
Winner: Powershop Energy
Their support systems are quicker and more responsive. Lumo does fine, but it lags behind a bit.
What Customers Are Saying
Lumo Energy Reviews
People who use Lumo Energy often say the staff is friendly. But waiting times are a pain point.
"The team was helpful, but I had to wait over 20 minutes."
Some users also mention that their app doesn't do much apart from the basics.
Powershop Energy Reviews
Most reviews about Powershop Energy praise their fast service. Chat works well. The app covers almost everything.
"Their chat replies are super fast. I never have to wait."
A few reviews do mention that calling in can be a little slow during busy times.
Winner: Powershop Energy
People love how quick and simple their support is. Plus, there are fewer complaints.
Website and App Experience
Lumo Energy Tools
The Lumo Energy website has a FAQs section and an account portal. But the layout feels a little old. It's not the smoothest on mobile either.
Their app lets you check usage and bills, but it's basic. You won't find many advanced tools here.
Powershop Energy Tools
Powershop Energy has one of the most feature-packed apps around. You can buy power, track usage, and even manage payments—all from your phone.
Their website is easy to use. It's also mobile-friendly and filled with helpful info.
Winner: Powershop Energy
Their tools are more polished and offer way more functions.
Response Times – Who Replies Faster?
Lumo Energy Response Time
Calls can take a while—especially during lunch and evenings. Emails usually get answered after a day or more.
Powershop Energy Response Time
Chat replies usually come in within minutes. Phone lines are open and okay, though there may be short waits. Emails? Most get a response the same day.
Winner: Powershop Energy
Fast replies on all platforms give them the upper hand.
Extra Features and Accessibility
Lumo Energy Extras
Here's what Lumo Energy offers on the side:
- FAQ pages
- Payment extension options
- Email alerts
- Some account tools
It's helpful, but not too exciting.
Powershop Energy Extras
Here's what Powershop Energy brings:
- Real-time usage alerts
- Payment notifications via app
- Help available on multiple platforms
- Support for customers with hearing or language needs
They put more thought into making their tools useful for everyone.
Winner: Powershop Energy
It's easier to find answers and get help. Great for all types of users.
The Final Breakdown
Let's compare both side by side.
| Feature | Lumo Energy | Powershop Energy |
|---|---|---|
| Phone Support | ✅ | ✅ |
| Live Chat | ⚠️ Slower | ✅ Faster |
| App Features | ⚠️ Basic | ✅ Full Features |
| Website Tools | ✅ | ✅ |
| User Reviews | Mixed | Mostly Positive |
| Response Time | ⚠️ Slower | ✅ Quick |
| Extra Support Tools | Basic | ✅ Advanced |
Final Verdict
If fast, helpful customer support is your thing, then Powershop Energy is your best bet. Their app is slick, the chat support is fast, and most users have good things to say.
Lumo Energy still holds its ground. It's reliable and gets the basics right. Great if you prefer talking on the phone or need something simple.
But if you like quick fixes, smart tools, and smoother service, Powershop Energy clearly wins this face-off.
FAQs
Q: Is Powershop Energy available in all states?
A: Powershop services many parts of Australia, but availability can vary. Check their website with your postcode to confirm.
Q: Does Lumo Energy have a mobile app?
A: Yes, Lumo has an app, but it only covers basic features like billing and usage checks.
Q: Which provider is better for tech-savvy users?
A: Powershop Energy. Their app is packed with features and is super easy to use.
Q: Can I reach both companies by phone?
A: Yes, both have phone support during business hours.
Q: Who offers better live chat support?
A: Powershop Energy. Their chat replies are quicker and more helpful overall.