Frequently Asked Questions
Billing and Payments
What billing and payment options does Sumo provide?
Sumo bills every month for electricity customers with smart meters and every quarter for customers with basic meters.
For New South Wales gas customers, Sumo bills quarterly based on your scheduled meter readings, and every two months in Victoria.
Payment options are listed on the first page of your bill, including direct debit; BPAY payments; and online or phone payment with a Visa, Mastercard or American Express. Other payment options include in person at a participating Australia Post in Victoria, New South Wales and Queensland; payment via Centrepay; or by posting a cheque to PO Box 5329, South Melbourne Market Street, South Melbourne, Victoria, 3205.
Some of these payment options may incur a fee. For more information, please view our fees and charges here.
I have a credit in an account with you. What are my options?
If you have a credit in one account, you may be eligible to have the credit refunded to you or to transfer your credit to another Sumo account. Please get in touch with our team on (03) 9102 8400 to discuss your credit refund or transfer.
Please note, not all credits are refundable. Common credits that are not eligible for a refund include welcome credits, signup credits and Energy Bill Relief payments.
Financial Assistance and Concessions
How do I request an extension on my bill?
Our team are happy to provide you with a 10-business-day extension to your Sumo bill, provided the due date has not passed. You may request this either by phoning us on (03) 9102 8400, or by contacting our team at hardship@sumo.com.au.
What other payment-assistance options are available?
Remember, Sumo is here to help. Please get in touch if you’d like to pay an overdue amount in instalments, or if you are experiencing payment difficulties. You may be eligible for a government energy rebate, concession or relief. We can also discuss your payment assistance entitlements, including payment plan options. Our team are available between 9 am and 4:30 pm AET, Monday to Friday on (03) 9103 2920 (excluding national public holidays).
For more information about our payment-assistance options, please click here.
Outages and Safety
I have a power outage. What do I do?
If you have been impacted by a sudden power outage, please check your distributor’s website to see whether there have been any planned or unplanned outages in your area. You may have already received communication from your distributor about any outages.
If you experience a power outage, make sure your main switch is on at your meter or switchboard.
If your outage is impacting your gas supply, make sure the lever at your gas meter is running parallel with the gas pipe. If it isn’t, simply turn the lever and wait half an hour for the gas to flow through to the rest of your property.
If you are still having trouble, please get in touch with us and our team can assist you.
Account Safety
How can I view my Sumo account online?
If you would like to view and manage your account online, please head to my.sumo.com.au to register or log in to your account.
If you have never logged in, click the ‘Register Now’ button in the bottom right corner and enter your Sumo account number and post code to register.
Once registered, you can manage your account payments, update your contact details and communication preference, view your Sumo bills and notices, and provide your Sumo data through Consumer Data Right.
I’m having trouble signing in to My Account.
For most customers, your username is your email address associated with your account.
If you can’t remember your password, please click ‘Forgot my password’ when trying to log in and we will send you a password reset email.
If you are still having trouble logging in, please contact our team for further assistance.
I’m moving house. How do I cancel my account?
If you are moving address and require either a final meter reading or disconnection, please get in touch with our specialist team on (03) 9102 8419.
Please note we may require up to four business days’ notice for disconnection requests.
Depending on your meter type and property requirements, there may be a fee for a disconnection or final reading.
For more details on our fees, please click here.
If you would like to cancel within your cooling-off period, please email your request to loyalty@sumo.com.au. Make sure to include your account number or signup reference.