Feedback and Complaints

We would love to hear from you if you want to provide feedback regarding your experience with Lumi, or have concerns regarding your account.

0483 995 617

complaints@lumi.com.au

Lumi takes a proactive approach to complaints, and we will provide written acknowledgement of your complaint within 1 business day.

We aim to provide our initial response within 10 business days of your complaint being received and will provide our final response to the complaint within 30 days.

We will do our best to work with you to reach a resolution to your complaint. If you are not satisfied with our final response to your complaint, please let us know and we will respond further.

If you remain dissatisfied with our final response to your complaint, Lumi is a member with the Australian Financial Complaints authority (AFCA).

AFCA provides consumers and small businesses with fair, free and independent dispute resolution for financial complaints**.

** AFCA can be contacted by phone on 1300 931 678, by email at info@afca.org.au or by the AFCA website www.afca.org.au.