Blog Posts

COVID-19 Customer Support

At LPE we are here to help you, especially during this very difficult time. 

We will not disconnect any residential or small business customers in financial difficulty who actively communicate with us. 

LPE has the following support for customers who are currently in financial stress because of COVID-19.

  • Protection from any disconnection for residential and small business customers who contact us about any payment difficulties they may have, until at least 31 October 2020.
  • No referral of debts to external collections agencies for any customers who are having trouble paying before 31 October 2020, and potentially beyond.
  • All late payment fees suspended until 31 October 2020

We urge all customers who are unable to pay their electricity account to contact us. We will work with you to create a payment plan that works within your current financial situation. 

Financial assistance is being offered by the government to help with payment of your electricity account: 

Government’s Asset Ownership Dividend for 2020

As part of its COVID-19 economic relief package, the Queensland Government has announced a Utility Assistance Package for both households and businesses in Queensland. This consists of:

  • Residential customers will receive a further $50 off their bill - You won’t need to do a thing to access this rebate. It was automatically applied on 1 September 2020 to all open account holders. 
  • Residential customers have already received $200
  • Commercial customers who use less than 100,000 kilowatt hours per year have already received $500. 

 For further information visit www.qld.gov.au

Home Energy Emergency Assistance grant

A one-off payment of up to $720 available to residential customers in financial hardship. Eligibility criteria applicable. Please call 1800 040 168 or email hardship@localityenergy.com.au to discuss this further

Residential Customers

LPE has always supported residential customers during financial stress. We have a hardship support program available to LPE residential customers.

Our Hardship Policy can be found here.

You can complete our Customer Hardship application here.

We will assess your application within 5 working days. For more information call us on 1800 040 168 or email hardship@localityenergy.com.au.

Help for Small Businesses

During the COVID-19 crisis, LPE will allow small businesses to apply for financial assistance via our Customer Hardship program. Applications can be made here.

We're here to help

We are always here when you need us, as we adjust to the way we work and this situation, we may experience some delays in responding to your enquiries. We are however local, based on the Sunshine Coast, so our customer care centre is right here if you need us. Please email info@localityenergy.com.au should your matter not be urgent. 

We thank you for your patience at this time. 

If your power goes out, please contact your distributor. 

Queensland: Energex can be contacted on 13 62 62

NSW:

Ausgrid – 13 13 88

Essential Energy – 13 20 80

Endeavour – 131 003

Paying your bills

We understand that these are uncertain times financially. We have information here on billing and paying your account. 

You can find information here about our hardship and financial support programs. 

For more information, please see more details on the Australian Energy Regulator website on options available to you. 

Need more help? Please email info@localityenergy.com.au or call 1800 040 168 and our friendly customer care team will talk through your options. 

We're local -like you and we're here if you need us!

Email: info@localityenergy.com.au 

Call: 1800 040 168