Sumo Reviews 

I have had an extremely frustrating experience with Sumo Energy regarding the closure of my gas account.

I initially requested a gas meter lock-and-plug on 7 September 2026. Despite being told that the service order would be arranged within days and the work completed within the expected timeframe, nothing happened for weeks.

I had to make repeated follow-ups with Sumo Energy, only to encounter further delays and poor communication between Sumo Energy and Multinet.

On 22 October 2026, I lodged a formal complaint via complaints @ sumo . com . au, but received no response.

I called Sumo Energy again on 26 October and was asked to leave my contact details for a callback. Natalie from Sumo eventually called me on 28 October and advised that she would initiate an internal review to investigate what had gone wrong. She suspected that the distributor had failed to update the lock-and-plug status after completing the work.

However, this explanation was contradicted by Multinet's subsequent written confirmation on 29 October 2026.

Multinet confirmed that its contractors had successfully installed the lock on my gas meter and that the service order information (SO 100101064571 MGDE AML) should be visible to retailers within two business days.

To make matters worse, even after Multinet had rectified a reported gas leak and completed the lock-and-plug work on 13 October, Sumo Energy continued to send confusing communications about the status of the request.

What is particularly disappointing is that, as of today:
- I have received no response to my formal complaint lodged on 22 October.
- I have received no update whatsoever on the internal review Natalie promised on 28 October.
- Nobody from Sumo Energy has proactively contacted me to explain what is happening or when my account will finally be closed.

Absolutely nothing. Just crickets!

The entire process has involved unnecessary delays, repeated calls and follow-ups, unanswered complaints, poor communication and a complete lack of ownership.

As a customer, I should not have to spend nearly two months chasing an energy retailer to close an account after requesting disconnection of the gas supply, particularly when the distributor has already provided written confirmation that the work has been completed.

Customer service should mean taking ownership of problems, communicating clearly and resolving issues promptly, rather than leaving customers to coordinate between the retailer and distributor themselves.

This experience has seriously undermined my confidence in Sumo Energy. I hope the company takes customer complaints more seriously and improves its customer service and accountability.

Based on my experience, I would think twice before choosing Sumo Energy.

For 3 months this company said on my bill that there was a cheaper plan available to me from them that would save me up $400 per year. I tried to call them to switch many times but you are left on hold forever and you just give up. While on hold they say you can request for a callback, I did that, and never received one. Finally just found another biller and switched, they didn't seem to care, I think it's there business model, there is no customer service to speak of.

Trying to organise a disconnection, I’ve called multiple times and asked for call back or being placed in a queue but can never get through. One more try and then I’ll be escalating to the matter.

Not contactable in any way even though there’s 6 different phone numbers.
No return call’s, no return emails, nothing!
Not even sure if I’m a customer as there’s no confirmation available in any form!
Can’t open app.
Can’t pay anything.
Can’t change anything.
I’ve never been so disgusted in a company and amassed they can legally trade as one!
Can’t wait to change providers!
Contacting Ombudsman immediately!

The worst customer service I've ever experienced. They are not replying to emails and they helpline is always busy.
I do not recommend

I have spent 3.15 hours on hold and still waiting across three phone calls and a call back which no one called trying to get through. I've tried billing enquiry, want to buy a new plan, and am an existing customer. Nothing. you cant get through.
Tried 138860 and 03 9102 8450 phone numbers.
Madness.

Don't sign up with this company. I wish I had checked their reviews before getting them as service providers. I'm a new customer and decided to move to a time-of-use Sumo electricity plan after checking various providers on the Energy Made Easy government website. On my first bill, I noticed the periods of the day when they charge peak, shoulder, and off-peak rates are different from the charge windows advertised on their site (which redirects you to the Energy Made Easy website, which is the Australia-wide official listing of all the energy plans of all the energy providers at any point in time).

I contacted them by email (you have to wait, literally, hours to talk to them over the phone), pointing out the discrepancy and requesting them to recalculate the bill. After a whole week, they replied that "that is the price structure" and that they cannot recalculate the bill and change the usage charge windows in future bills to align with what is advertised on their website.

I'm contacting the energy ombudsman in my state and even consider pursuing a class action against them, as they must be using the same business practice with several unaware customers.

Terrible customer service. So far Ive waited 2 hr 30mins for a customer service rep to answer the phone. (only holding on because I am due a refund). I've done the call back option and noone has called back. Emails you send are not ever looked out, say no reply and it says to call them instead. How does this business survive with such terrible customer experience?

Had to change our account into husband’s name as he is now entitled to a government rebate. This means someone has to come out to read the meter, I explained on the phone how difficult this is as the meter is inside our apartment. Meter reader no show the first time even though someone was home all day. I sent Sumo a photo of the current meter read. No, they’ll send someone out again, stay home all day, no show again. Tried to phone them first thing today. Waited awhile, took up the option to have them call me back but when I pressed to do this it just kept me on the recorded message and still in the que, I waited 2hrs and gave up. Went to the website, went to the account, nothing there to help me. I also realised they didn’t send the welcome pack to my husband, only me and realised that they didn’t even send the info regarding our new rates/charges, only the product disclosure statement.

call centre never answer calls, it is constantly busy, takes days to get a call back, if you miss their call back, you need to call again and request another call back, and the cycle continues ...

update : Sumo did get back to me and they were very helpful

I called on 8/10/26 morning to asked for the reconnection of the gas service. Due to my mistake, I have had the gas service disconnected on the previous day. Until then, I realized that my hot water system uses gas as well.
Although I am informed that it will take up to 3 business days to have the gas service reconnected, I am also prepared to shower without hot water for a few days, the reconnection had actually done around lunchtime on the same day (8/10/26). The servicemen has even knok on my door to tell me the good news.
A consultant has also contacted me today (13/10/26) to follow up the connection.
I am really happy with the outcome. I am very appreciated by the prompt action by all parties involved.
Thank you again with all my sincerlyty.

Currently on the phone waiting to be put through to the Final Reading / Disconnection team. I have been waiting 3hrs 27min...... I also requested the 'phone back' option to receive a call-back once my place in the queue was reached.... never received a call back.

I have been on the phone for 2 hours and 30 minutes and I called right on 9am im not impressed l would like to speak to an operator asap

Customer service seems non existant. I've been waiting for a call back for two weeks, they don't reply to emails or social media contact and reading other reviews, it seems that is normal.

They don't answer your call at all even after 2 hrs and 5 minutes of waiting. When you log a call back request, they don't even make at attempt to call you back.
I have singed upwith another company

I tried signing up with Sumo this morning. However, after putting all my details in and entering credit card details the website seemed to just stop and I have had no confirmation from them as well as the fact they are uncontactable by phone, leaves me now regretting trying to sign up as I have no idea if I am signed up or not with no way to find out. Really poorly run business. I'll be unsigning as soon as I can work out a way to contact them.

On Friday 18th of September after numerous attempts to ring sumo, I finally spoke to Alan sometime between four and 430. He was so understanding and explain to me that he would get back to me on Monday at a certain time. I wanted to believe him but because other staff had told me they would ring me back and they didn’t, I was sort of a bit suspicious that he wouldn’t ring me back.
But, he did ring me back at the time that he said in the morning and he sorted out no problem and assured me that everything would be alright. I was so impressed with his mannerism. I have never ever spoken to someone at sumo who had actually cared. I think he is an asset to your organisation and I just wish there were more people like him. After I spoke to Alan yesterday, a person by the name is Michael rang not realising that I had already sorted out my problem with Alan. He too, was such a lovely person to talk to. They were both so understanding. Believe me, I was amazed. I could go onto some more but I feel that really I just want to say thank you to both of them especially Alan who sorted out no problem with no complaints from him, but also Michael who was also extremely nice.
Anyway, I could go on and on, but I won’t but I really think Alan and Michael and I wanted to express my appreciation.
Thanking you for reading this kind regards, Stella Moschos

Bryce, you are an incredible customer service representative. The level of assistance and service you provide is rare for someone of your age; you are remarkably mature, thoughtful, meticulous, and comprehensive. You anticipate customer needs and concerns before the customer even thinks of them, offering multi-dimensional service and carefully planning for future steps. This is truly exceptional. What is even more impressive is the genuine dedication you bring to your work—your ability to truly put yourself in the customer's shoes is remarkable, as is your commitment to keeping your promises. I feel very fortunate that someone as diligent, responsible, and astute as you handled my call and helped me resolve my issue. Kudos to you—you’ve done a fantastic job, and you’ve really elevated my impression of Sumo. I am deeply grateful.

I was recently embarrassed being unable to pay my bill on time.
I rang Sumo and spoke to a young lady named Morgan. Unfortunately due to interruptions on my end, it took 3 phone calls. Each time I spoke to Morgan was a pleasant experience.
Morgan was able to organise a payment plan for me.
Her positive and pleasant attitude helped me greatly.
With customer service like this I will be a Sumo customer for many more years.

I am 80years old and needed help with my account and Shannon and Matt from Sumo were both so patient and never rushed me and explained everything to me. I am so grateful to them both as the service was excellent.