Financial Assistance

We understand that financial difficulties can happen. Whether you are facing short-term challenges or longer-term hardship, we are here to help.

Our team is here to support you and create a plan that works for your situation.

  • Due Date Extension – If you need a little extra time to pay, you can request an extension of your bill’s due date. This option may be suitable if you expect to be able to pay in full soon but require a short-term adjustment. 
  • Payment Plans – Flexible payment arrangements can be set up to allow you to pay your account in smaller, more manageable amounts over time. These plans are tailored to your circumstances, helping you stay on top of your bills without added stress. 
  • Home Energy Emergency Assistance Scheme (HEEAS) – QLD only – If you are a Queensland resident experiencing a financial crisis or severe hardship, you may be eligible for government support through HEEAS. This scheme provides a one-off payment to help you maintain essential energy supply during times of genuine emergency. 
  • Hardship Support – If you are experiencing longer-term or ongoing financial difficulties, you may qualify for our hardship program. This program offers personalised support, including tailored payment plans and protection from disconnection while you actively participate in the program. 
  • Centrepay – Eligible customers receiving Centrelink payments can choose to have regular deductions made directly from their Centrelink benefits to help manage and pay their utility bills. This can provide peace of mind by ensuring consistent and automatic payments. More information can be found at Centrepay.

Payment Plan

Our payment plans allow you to:

  • Pay in instalments – spread the cost of your bill across weekly or fortnightly payments.
  • Match your budget – we’ll work with you to set up a plan that’s realistic and affordable.
  • Gain peace of mind – keep your account manageable and avoid falling behind.


Extra support

Other support may be available to you including Concession Rebates provided through Centrelink in the form of Pension Concession Cards, Health Care Cards or Repatriation Health Care Card (Gold Card) through Dept of Veterans Affairs.

If you’re experiencing financial hardship, you may also be eligible for additional support under our Customer Hardship Program. Our team can guide you through the options available, including concessions and rebates.

Call us today on 1300 443 735 to discuss a payment plan that works for you.

Home Energy Emergency Assistance Scheme  (HEEAS)

*For Queensland Residents only*

Can HEEAS Help me?

The Home Energy Emergency Assistance Scheme (HEEAS) is a safety net for eligible low-income households in Queensland. It is available for those experiencing problems paying their electricity bills.

If you’re experiencing short-term financial stress or emergency, the Queensland Government can provide financial assistance through the HEEAS scheme. You’ll be provided with financial aid to help with your electricity account.

We can also help if you’re feeling financial stress with a payment plan.

These are unprecedented times, and we are here to help. If you are struggling with paying your electricity bill, we can’t stress the importance of communicating with us; together, we can work through any financial stress you are experiencing.

Eligibility

To be eligible you must be responsible for paying the outstanding bill and meet one of the following:

  • hold a current concession card, or
  • have an income equal to or less than the Australian Government’s maximum income rate for part-age pensioners (contact Services Australia or the Department of Veterans’ Affairs for details of the maximum income rate) or
  • be part of your energy provider’s hardship program or payment plan.

 

You must also have experienced:

  • a substantial decrease in your household income (e.g. loss/decrease of employment hours, family separation)

or

  • high unexpected expenses on essential items.


We may ask you to provide documents or receipts for repairs/purchases to verify this information.

The following two sections outline reasons that will not be accepted:

Section 1 – Substantial decrease in household income

  • Decreases of income that are not substantial (e.g. under $100 per fortnight)
  • Decreases of income that started over 12 months ago
  • Centrelink payments that are decreased due to deductions or penalties
  • Income below the cost of living (ongoing hardship)
  • “In and out” short-term casual or seasonal work
  • JobSeeker payments that are decreased due to reductions in the coronavirus supplement
  • JobKeeper payments that are decreased due to planned reductions.

Section 2 – High unexpected expenses on essential items

  • Phone, internet, rates, water, and other expected bills
  • Rent arrears and costs of additional persons moving into the household
  • Standard regular car service, registration or insurance
  • Purchase of furniture, TV, computer, microwave, freezer, kitchen appliances
  • Cumulative pharmaceutical expenses
  • Associated funeral costs, such as travel and accommodation
  • School/education expenses
  • Travel costs to see sick family/relatives.

How do I get started?

If you need financial support and meet the criteria above, just call us on 1300 443 735 Monday to Friday, between 8:30am – 5:00pm, and ask about Home Energy Emergency Assistance Scheme (HEEAS).

Step 1:

For more information, or to start the application process, please contact LPE. We will consider all the eligibility criteria and provide you with an application number that you will need before completing the online application.

Step 2:

LPE will then email you with the Application Number and Application Form to complete and send to HEEAS

Step 3:

Your application will be assessed and if successful, LPE will receive the one-off payment to be paid to your account. LPE will then reach out to you and confirm the outcome of the assessment and discuss any further assistance in your account is still in arrears.

HARDSHIP

If you’re having financial difficulties, you’re not alone.

Life can throw unexpected challenges our way—losing a job, higher or unexpected expenses, family or health issues, or a sudden crisis. We know this can be stressful, and it might make it hard to keep up with your LPE bill.

That’s where we can help. We’ll walk you through the support options available and work with you to find a way forward that eases the pressure.

If you’re finding it difficult to manage your bill, give us a call and let us know. We’re here to listen and do everything we can to help.

How can LPE assist you?

If you’re having trouble paying your bill below are some options we can offer:

  • A payment extension of a new bill that is not overdue
  • Apply for a payment plan arrangement that allows you to pay off what’s owing over time by regular instalments.
  • HEEAS (Home Energy Emergency Assistance Scheme) [QLD Residents Only]
  • Financial Hardship Application


Please call us on 1300 443 735 as soon as possible. Together, we can find an appropriate solution for you to make it easier to manage your bills.

Other services and assistance that can help:

  • Arrange for automatic deductions from your Centrelink payments via Centrepay
  • Seek the assistance of a financial counsellor


Learn more about LPE’s Financial Hardship policy.

Our Hardship Policy

List of External Agencies to assist in relation to Financial Difficulties

National Debt Hotline

1800 007 007
The Salvation Army

1800 722 363
Centrelink

132 850
Money Smart

FAQs?

All you need to know.

Can I get payment extensions
LPE provides a 1-week extension on the payment due date. Should you require additional time, we can arrange a Payment Plan to suit your needs.

Yes, Centrepay can be set up on open accounts. You can arrange this through Centrepay, either online at centrepay, or by contacting our Customer Support Team on 1300 443 735.

The Home Energy Emergency Assistance Scheme (HEEAS) is a Queensland Government initiative designed to support eligible households facing short-term financial hardship in paying their electricity or reticulated natural gas bills. This assistance is available once every two years, offering a one-off payment of up to $720 to help cover outstanding energy bills.

More information can be found at the QLD Government cost of living support website.

For information on how to apply for HEEAS, please contact LPE on 1300 443 735 to discuss the application process and eligibility requirements.

A payment plan can help to make payments more manageable.
For information on how a payment plan operates, please contact our Customer Support Team on 1300 443 735 to discuss the available options.

LPE does not apply interest charges.

If you are experiencing financial hardship, LPE can provide assistance. Please contact our Customer Support Team on 1300 443 735 to discuss the support options available to you.

For assistance with your circumstances, please contact our Customer Support Team on 1300 443 735. Our Hardship Policy can also be viewed here. 

Final bills may be issued after you move out to cover any outstanding usage or charges up to your move-out date. For assistance in reviewing your account, please contact our Customer Support Team on 1300 443 735.

Our collections process is automated, so you may still receive messages from LPE if your account has an outstanding balance. Please contact our Customer Support Team on 1300 443 735 if you have any concerns regarding your payment arrangement.

If you are experiencing financial difficulties and having trouble paying your bill, please contact our Customer Support Team on 1300 443 735 to discuss available payment options.

LPE Payment Options:

1. By Phone – Call LPE on 1300 443 735 and provide your reference number.
2. BPAY – Use the Biller Code and Reference Number listed on your bill.
3. Direct Debit – Set up payments via your bank account or debit/credit card.
4. Online – Pay via our payment portal.

Payments can be made at your local Post Office using EFTPOS only. Cash and Cheque payments are not accepted.

Yes, you can make a payment at the Post Office, through our online portal, or by phone. Please note: Credit and debit card payments are subject to a payment processing surcharge.

Yes. Cheques should be made out to Locality Planning Energy Pty Ltd and should include the bottom portion of your bill.

LPE does not accept cash as a payment method.

Payments can be made online via LPE’s website using a credit or debit card. Please note: A payment processing surcharge applies to all credit and debit card transactions.

We can process your payment using a credit/ debit card or directly from a bank account. Please note: A payment processing surcharge applies to credit and debit card payments.

Yes, you can arrange a recurring Direct Debit by contacting our Customer Service Team on 1300 443 735 to discuss the payment amount, frequency, and start date.

Yes, you can set up a Direct Debit by contacting our Customer Support Team on 1300 443 735. Alternatively you can also update your credit card expiry date via our online portal on the website, under My Account.

Please contact our Customer Support Team on 1300 443 735 to update any changes to your Direct Debit details. Alternatively you can also update your credit card expiry date via our online portal on the website, under My Account.

Please contact our Customer Support Team on 1300 443 735 to arrange the cancellation of your Direct Debit. Alternatively you can also update your credit card expiry date via our online portal on the website, under My Account.

To update the expiry date on your credit card, please contact our Customer Support Team on 1300 443 735. Alternatively you can also update your credit card expiry date via our online portal on the website, under My Account.