Policies & service · General/cross-cutting
How do I contact Lumin Support?
Last updated 28 July 2026
Lumin Support is the team to call for anything Lumin-related — from "how do I do X" questions to faults, account changes, or just a chat about what's available. Here's how to reach us.
Talking to a person
Human support is available 9am to 5pm every day — including weekends and public holidays — in both Australian (AEST/AEDT) and New Zealand (NZST/NZDT) time zones. Phone:
- Australia: 1300 336 038
- New Zealand: 0800 700 151 Email: support@mylumin.org Call charges follow your normal plan rates. The Lumin number isn't a premium line.
AI-assisted support, 24/7
Lumin is launching AI-assisted support so you don't have to wait until business hours for routine questions. It can answer most common questions, walk you through troubleshooting, and hand off to a human agent during opening hours. Channels at launch include:
- Web chat on mylumin.org
- In-app chat in the Lumin Supporters App and Lumin App
- Phone IVR option A chat option directly on the CareHub is planned for the near future. Until AI-assisted support is fully live across these channels, the human support team during opening hours remains the primary route. If a channel above isn't yet available when you try it, just call or email — we'll help directly.
What about office hours?
Lumin's office hours are 9am–5pm on business days in Melbourne and Auckland, for things that aren't support — sales conversations, partnership enquiries, account management. If you're calling for support specifically, the support line runs 9am–5pm every day — weekends and public holidays included — so there's no need to wait for a business day.
In an emergency
If you're in immediate danger, please call emergency services first:
- Australia: 000
- New Zealand: 111 Lumin Support is here for everything else, and the Lumin platform itself handles emergencies according to the plan you're on — see the article on emergency response by plan for that detail.
What Lumin Support can help with
- Setting up, changing, or troubleshooting your CareHub or other Lumin products
- Helping with the Lumin Supporters App
- Changing plans, adding Supporters, updating contact details
- Funding questions (Support at Home, NDIS, and other programs)
- Faults, replacements, warranty claims
- Cancellation and returns For things that require a verified identity check — account changes, sensitive details, customer-specific data — we'll ask a few verification questions first. This is to protect the household.