Feedback & Complaints
We really value your feedback at LPE. It lets us know what we’re doing well and how we can improve, so we can keep giving you the great service you deserve.
How do I commend LPE?
If you’d like to commend LPE, for example, to recognise great service from LPE, you can do this by completing the below Customer Testimonial Form.
By completing this form you can provide your feedback to LPE and also have the option of whether you would like your feedback listed as a testimonial on our website or simply to be used as feedback.
What is a complaint?
A complaint is when you let us know that something is unsatisfactory or unacceptable. This could be an issue with our product or service, your interaction with us or even the way we have handled an enquiry or complaint itself. We understand that when you make a complaint, you expect a response or resolution. If we are not sure, we will always seek to clarify with you whether you are making a complaint. You have the right to make a complaint if you are dissatisfied. You will not be charged for making a complaint.
If you would like to talk to us about your situation, call us on 1300 443 735 and our customer support team will be happy to help.
Please contact LPE before you contact the Energy and Water Ombudsman, so we have the opportunity to resolve your complaint promptly and respectfully.
Customer Complaints Management Policy – Locality Planning Energy (LPE)
LPE recognises that customer complaints are a valuable tool for managing customer expectations and improving service. We have adopted industry best practices and ensure our complaints management process complies with the Australian Standard AS ISO 10002-2006: Customer Satisfaction – Guidelines for Complaints Handling in Organisations.
Confidentiality and Privacy
All complaints are recorded and handled in the strictest confidence. LPE treats all personal information in accordance with the Privacy Act 1988 and LPE’s Privacy Policy.
Fairness and Impartiality
Each complaint is addressed equitably, objectively, and without bias. LPE is committed to fairness for both the complainant and any employees involved in the complaint process.
Resources and Competence
LPE has allocated the necessary resources to ensure that the complaints process operates effectively and efficiently. Complaints are managed by staff who are competent and trained to handle complaints professionally.
Customer Conduct and No Abuse Policy
LPE is committed to providing a safe and respectful environment for our customers and employees. We do not tolerate abusive, threatening or inappropriate behaviour, and interactions must be conducted in line with our Customer Conduct & No Abuse Policy.
Response and Resolution Timeframes
- LPE acknowledges receipt of a complaint within 2 business days.
- We aim to resolve standard complaints within 5 business days of acknowledgment.
- More complex complaints are targeted for resolution within 20 business days.
- If a complaint requires third-party involvement or detailed investigation, resolution may take longer; however, updates are provided every 5 business days.
- You will be kept informed throughout the process.
To lodge a complaint or dispute, customers can contact LPE at:
- Phone: 1300 443 735
- Email: complaints@localityenergy.com.au
How can I lodge a complaint to LPE?
We offer a number of options for you to lodge a complaint:
- Lodge your feedback or complaint online via this link.
- Call us on 1300 443 735 between 8:30am and 5pm, Monday to Friday (except public holidays)
- Write to us at PO Box 5737, Maroochydore BC QLD 4558.
What if I’m not satisfied with your response to my complaint?
If you’re not satisfied with our response to your complaint, you can:
- Request that we advise you of the reasons for the outcome in writing
- Raise the complaint with the Energy and Water Ombudsman
Energy and Water Ombudsman Queensland
Mail: PO 3640, South Brisbane BC, QLD 4101
Phone: 1800 662 837 Fax: (07) 3087 9477
Email: complaints@ewoq.com.au or info@ewoq.com.au
Web: www.ewoq.com.au
Energy and Water Ombudsman NSW
Mail: Reply Paid 86550, Sydney South NSW 1234
Phone: 1800 246 545 Fax: 1800 812 291
Email: complaints@ewon.com.au
Web: www.ewon.com.au
Telecommunications Industry Ombudsman
Mail: PO Box 276, Collins Street West, VIC 8007
Phone: 1800 062 058 Fax: 1800 630 614
Email: tio@tio.com.au
Web: www.tio.com.au
FAQs?
All you need to know.
How do I provide feedback
If you would like to provide feedback, please contact LPE’s Customer Support Team on 1300 443 735. Alternatively, you can submit your feedback online through our website, either by selecting Customer Testimonial or through our Contact Us Form and going to Feedback/Complaint.
How do I make a complaint
To make a complaint, please contact our Customer Support Team on 1300 443 735. We will work with you to resolve the issue quickly and fairly. If you are not satisfied with the outcome, further escalation options are available via this link.
Is there a regulator for electricity providers such as LPE
Yes. In Australia, electricity providers like LPE are regulated by a combination of national and state bodies:
- Australian Energy Regulator (AER)
The AER is responsible for economic regulation of electricity and gas networks in the National Electricity Market (NEM).
It oversees pricing, service standards, and compliance by energy retailers and networks.
Website: www.aer.gov.au - State-based regulators
Each state has regulators or ombudsman services that handle customer complaints, licensing, and consumer protections.
Queensland: Energy and Water Ombudsman Queensland (EWOQ) – www.ewoq.com.au
New South Wales: Energy & Water Ombudsman NSW (EWON) – www.ewon.com.au - Other important information
Energy retailers must comply with the National Energy Retail Law and associated rules that govern billing, hardship, life support, and dispute resolution.