COVID-19 Update

We're local - like you, so we understand the uncertainties we are all facing and we're here if you need us.

Times are tough at the moment, and we understand the stress placed on our community with COVID-19. We have seen firsthand our customers losing their jobs, businesses are fighting to keep their doors open or tragically having them forced closed. These are unprecedented times we are experiencing, and we are grateful for your continued support and want to do our part to help in return.

We at LPE will work with the community to assist where possible, starting with:

  • No late payment fees. If you have already received a late payment fee this month, please ring our customer care centre, and the fee will be removed immediately. 
  • No direct debit dishonour fee. If your direct debit does not go through, you will no longer be charged a fee. 
  • No disconnections. No home or premises will be disconnected until further notice. 
  • Payment plans available. If you are having trouble paying, we will work with all of customers to create a payment plan that works within your current financial situation. 

Our standard automated collection process of reminder notices will continue, without late payment fees applied or disconnections.

Australians are amazing at supporting each other in good times and bad. Now more than ever, we need to work together, and communication is vital. We understand the situation is very stressful, and we ask that you communicate with us to allow us to help create a payment plan that works with your current financial situation. We are here to help.

We are local - like you and will support our community as much as we can. We ask that you also support us and if you have not been directly affected, please pay your bill on time. This helps us to support those who are having trouble paying at the moment.

LPE is a local Australian business based here on the Sunshine Coast. We really care about our community and our customers. Unlike our competitors, our call centre is not located overseas, nor are we foreign-owned. We' re incredibly proud to be local and we employ locals. With your support, we can continue to support the local community, local jobs and the local economy plus grow Australian businesses and jobs out of this crisis.

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

COVID-19 Customer Support

Times are tough at the moment, and we understand the stress placed on our community with COVID-19. We have seen firsthand our customers losing their jobs, businesses fighting to keep their doors open or tragically having them closed. These are unprecedented times we are experiencing, and we are grateful for your continued support and want to do our part to help in return.

We at LPE will work with our customers to assist where possible, starting with:

  • All disconnections have been suspended until 31/07/2020
  • All late payment fees suspended until 31/07/2020
  • All referrals to external debt collections agencies or credit default listing postponed until 31/07/2020 providing contact is made with LPE to discuss any financial difficulties being experienced and a plan put in place for future payments

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.

  • Residential customers will receive $200
  • Commercial customers who consume less than 100,000 kilowatt hours will receive $500

You won’t need to do a thing to access this rebate. It will be automatically applied on 1st May 2020 to all open account holders. 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.