Frequently Asked Questions

Always here when you need us.

We hope you never have to call us, because our experts ensure your electricity stays on. But life’s not perfect, and if something goes wrong you will have peace of mind that as part of your community, we’ve got your back.

Can't find what you're looking for? You can always contact us and speak to our friendly Australian customer care team 1800 040 168 or chat online now. 


Bills & Payments

What are the ways I can pay my bill?
We have several options for paying your bill at LPE. At the bottom of your bill, you will find your payment options, including: • BPay • Direct Debit • Online • Over the Phone • Post Office (Embedded Network Customers Only) If you are unsure and would like to discuss this further, our friendly customer care team can assist you. Just drop us a line via chat or call on 1800 040 168.
Can LPE post my bill rather than email?
LPE aim to be sustainable and go paperless where possible, so our default for bill delivery is email. You can organise to have your bill posted to you by mail if you prefer, however a small postage and handling fee of $1.75 + GST will apply.
I didn’t receive my bill. What do I do?
If for some reason you didn't receive your bill, please call us on 1800 040 168 to confirm that your email or postal address is still current and accurate on our records. Or you may also prefer to send an email to billing@localityenergy.com.au and we can check your records on your behalf.
I can’t find my bill?
LPE can certainly email your bill to you at no extra charge. Please contact billing@localityenergy.com.au
Why are my bills high?
Why are my bills high? There are many reasons your bills could change, and why they could be higher sometimes. These include: • Length of the billing period • Seasonal conditions and hotter weather • Extra people in the household • Outstanding money from previous bill • Concession rebates (if applicable) not applied. For further information, please contact our Customer Care Team on 1800 040 168 or send us an email to billing@localityenergy.com.au
How do I set up direct debit?
If you would like to set up a direct debit please complete this form and return it to info@localityenergy.com.au.
How can I get a payment extension?
LPE offer a 1-week payment extension from the due date.
Can I get a further extension?
If you require further assistance, call our friendly Customer Care Team on 1800 040 168 to get a payment plan or further advice.
How do I understand my electricity bill?
Electricity bills can be confusing. That’s why our website has a great example of how to understand your bill. You can view it here.
Can I stop SMS reminders that my bill is due?
Yes, LPE can organise this for you! Just call our friendly Customer Care Team on 1800 040 168 to turn off this notification.
What is a processing fee?
If you pay your electricity bills using a credit card, or any card that uses a credit card payment facility, LPE is charged a merchant Cares fee by your financial institution. This will appear on your account as a Payment Processing Fee.
LPE Fees and Charges
You can view our Fees and Charges on our website by viewing Our Standard Fee Schedule.
What is an NMI?
An NMI is a National Meter Identifier - it has a unique 10 or 11 digit number used to identify every electricity network connection point in Australia. However, if you are part of an Embedded Network, then your NMI is disconnected as your meter belongs to a private network and is no longer viewable to other electricity retailers.
I have a concession card, do I get a rebate?
If you have an eligible concession card, you certainly are entitled to a concession on your electricity account. If you have the following cards, you may be eligible for the discount: • Pensioner Concession Card • Department of Veterans’ Affairs Gold Card (and receive the War Widow/er Pension or special rate TPI Pension) • Queensland Seniors Card • Commonwealth Health Care Card (Electricity Rebate only) • Asylum seeker status—residents will need to provide their ImmiCard details (Electricity Rebate only) To be eligible, you must be the electricity account holder and also live alone or share your principal place of residence with (only) any of the below: • their spouse • other people who hold a Pensioner Concession Card or Queensland Seniors Card • other people wholly dependent on them • other people who receive an income support payment from Centrelink, the Family Assistance Office, or the Department of Veterans’ Affairs and who do not pay rent • other people who live with the cardholder to provide care and assistance, and who do not pay rent. For further clarification, please read through the guidelines on the Qld Government - Electricity and Gas Rebate or feel free to call our Customer Care Team on 1800 040 168.
Am I eligible for Medical Cooling?
The Medical Cooling and Heating Electricity Concession Scheme helps with electricity costs for people who have a chronic medical condition, such as multiple sclerosis, autonomic system dysfunction, significant burns or a severe inflammatory skin condition, which is aggravated by changes in temperature. It currently provides $340.85 (including GST) per year to eligible applicants (eligibility is reviewed every two years). To be eligible you must: • be a Queensland resident and • have a qualifying medical condition and need cooling or heating to stop your symptoms becoming significantly worse. Qualifying medical conditions include: • multiple sclerosis • autonomic system dysfunction • loss of skin integrity or sweating capacity • severe compromise of functioning such as mobility at extremes of environmental temperature • hypersensitivity to extremes of environmental temperature leading to increased pain or other discomfort or an increased risk of complications and • live at your principal place of residence, which has an air-conditioning or heating unit. The applicant and/or legal guardian of a minor with a qualifying medical condition must: • hold a current Pensioner Concession Card or a current Health Care Card and • be financially responsible for paying the electricity bill. If you are already receiving the Electricity Rebate or other energy concessions, you can still apply for this concession. Full details of eligibility for the concession including qualifying medical conditions, are listed on the application form. Your medical specialist must fill out the medical certification section. How to apply: To apply, complete the MCHECS application form: • Application form (PDF, 273KB) • This form is not currently available as an RTF. Call 13 QGOV (13 74 68) if the PDF form is not accessible to you. And post your application to the address listed on the form. If you do not have access to a printer, email concessions@smartCare.qld.gov.au to be sent a copy. If your application is successful, you'll receive $340.85 per year, with $85.22 paid into your bank account each quarter.
How much is the concession rebate?
The Energy and Gas rebate is provided by the Queensland Government, currently the rebate is: Queensland pensioners and seniors may be eligible for: • the Electricity Rebate—$340.85 per year (GST inclusive) • the daily rate equates to: .9338c (GST inclusive) Please note, all rebates are GST inclusive. Rebates for eligible card holders may appear as GST exclusive on bills. Further information, please call our Customer Care Team on 1800 040 168 or click on the link Queensland Government - Energy and Gas Rebate
Can I get a Concession on more than 1 property?
No, unfortunately. To be eligible, you must be the electricity account holder and also live alone or share your principal place of residence with (only) any of the below: • their spouse • other people who hold a Pensioner Concession Card or Queensland Seniors Card • other people wholly dependent on them • other people who receive an income support payment from Centrelink, the Family Assistance Office, or the Department of Veterans’ Affairs and who do not pay rent • other people who live with the cardholder to provide care and assistance, and who do not pay rent. For further information, please refer to Queensland Government - Electricity and Gas Rebate.
I have a Senior's Card - am I eligible?
Yes, if you have a Senior's Card you are entitled to received the Queensland Government - Energy and Gas Rebate. Click the link above or call our friendly Customer Care Team on 1800 040 168 for further information.
What if I have a low Credit Score?
As per our terms and conditions LPE complete a credit check and may find that you have a below average credit score. You will be notified of this and passed through to our Collections Team if you are happy to proceed.
What causes a below average score?
A below average credit score can be caused by a number of credit applications in a short period of time, late payments to your creditors, Default Notices or Court Writs.
Does this mean LPE will decline my application?
No, our Collections team will review your credit check in more detail and may require a Security Deposit to proceed.


Products, Rates, and Plans

Where can I find your rates?
At LPE we supply electricity to all types of customers, with all different requirements. To help us understand the best option for you, we first need to identify if you are from one of our embedded network sites, our common area communities, our solar communities, or our everyday household and business customers. To make sure we give you the most accurate rate, we'd like to chat to you in person on 1800 040 168 or alternatively, feel free to send our customer care team an email on info@localityenergy.com.au
What is a tariff?
A tariff explains how you get charged for your energy. Like most retailers, we offer two different kinds of tariffs – single rate and time of use. A single rate tariff, also known as a flat rate, doesn’t have any peak and off-peak periods. So, you pay the same rate always regardless of the time of the day you use energy. A time of use tariff means that you pay different rates during different times of the day – peak when energy costs the most, off-peak when it’s the cheapest and shoulder when it’s a bit less than peak. It’s the most expensive when the most people are using it and placing a higher demand on the electricity grid, and less expensive when less people are using it.


My Account

How do I update my contact details?
The best and easiest way is to call and discuss your updates with our Customer Care Team on 1800 040 168. That way we can verify your details and protect your privacy!
Can I add an additional contact to my account?
Yes! It's simple, just call our friendly Customer Care Team on 1800 040 168. It's best to have the additional contact's details like DOB and their best contact options available. Although the additional contact can't make any changes to your account, they certainly can ask questions on your behalf.
Do you have live chat?
We sure do. You can talk to us here on our website.
How can I contact you?
You can call our friendly Customer Care Team on 1800 040 168. If you prefer a live chat, you can access that here on the site. Or, send us an email on info@localityenergy.com.au.
Does LPE have a Mobile App?
Not at this stage, but we’re working on it! Keep your eyes peeled because it will be finished ASAP.
Can I look at my account online?
Signing into your account online is currently under development. We understand how important online access is and that feature will be coming soon!


Joining LPE

Can I sign up online?
Yes, you certainly can. It's a very easy process, just make sure you have proof of identity (e.g. a driver's licence / passport / medicare card) and any concessional cards (if applicable) and you'll be signed up in minutes! Join now.
Can I call and Sign Up?
Yes of course, please call our friendly Customer care Team on 1800 040 168 and they will get you connected at your existing or next property!
Can I switch to LPE?
Yes you can - we would love to have you as our customer! Switching is easy, simply call our Customer Care Team on 1800 040 168 or sign up online!
Do you supply electricity to NSW?
Yes, we do! Please call our friendly Customer Care Team on 1800 040 168 and they will assist with your sign up.


Moving or Closing Accounts

I’m moving- what do I do?
1. Getting the power on Give us your new address and we can book your connection now in under 3 minutes. You pick the connection date, and we do the rest. If you’re already a customer, head to moving home page book in your move from there. 2. While we set up your new address Look out for an email from us confirming your move. We’ll also keep you updated with SMS or email to let you know where everything’s at. 3. Disconnecting your old house We will contact your old energy provider to disconnect your old address and get your final bill. You can sit back and relax knowing that it’s all taken care of. If you’re moving out, but a housemate is staying in the house, make sure you chat to us by scrolling down to chat before you disconnect.
What’s the deal with apartment buildings and embedded networks?
If you've been told that we supply the electricity at your new apartment, head over to our embedded network page. You can learn more about embedded network plans and sign up there.
Am I paying for other units’ power?
No, each unit has their own meter, which is read, recorded, and billed each month. You will only be paying for your own electricity consumption.
How is the meter read in an Embedded Network?
LPE employs their own Meter Readers who attend the sites and manually read the meters. They perform reads of every meter each billing cycle and at the start and end of any account. We bill on actual reads (not estimates) and you only pay for the power used in your unit.
Can I read my own meter in an Embedded Network?
Due to safety regulations and to ensure accuracy for everyone's meter reads, we do not allow residents or owners to access their meters in Embedded Networks. If you want to view your meter, please contact LPE on 1800 040 168 and we can arrange for someone to accompany you and keep everyone safe.


Solar for Home

Why get a solar system installed?
1. Number one reason: Lower the cost of your electricity 2. Solar Systems are more affordable than ever before and easy to install. 3. Solar is a renewable electricity source – so it has a positive social and environmental impact. Investing in a solar system is the best way to save money on your electricity bills. When you choose LPE as your solar partner, we will be there for you every step of the way and for the years to come. As the local electricity supplier and solar experts, we’ll make sure you have the system that’s right for you and your bank account. It’s that simple.
Is my solar system guaranteed?
Your solar system is backed by an ASX listed electricity supplier.
How do I know what size solar system is right for my home?
We will use our decade of experience to make sure you have a solar system that suits your needs and maximises your savings, no complicated discounts or jargon needed. That means less time worrying about your electricity spending.
How does a solar system work?
The photovoltaic panels (PV) produce high voltage direct current (DC) that is turned into standard household 240V alternating current (AC) by the inverter. Each kW of panels installed in South East Queensland produces approximately 4.2kWh of power per day on average. This is quite simple, there are 4.2 sun hours available where the installed panels are operating at the highest output. There are of course many more hours of sunlight but the main operating state occurs between 10am and 3pm. The important aspect of this arrangement from the customer’s perspective is the benefit of the system’s output. Energy that the customer produces from the PV and uses immediately in the house will reduce their bill at the rate that it would otherwise cost to buy the electricity from their provider. Energy that is produced over and above the amount that the house uses is exported to the grid and the customer receives a feed in tariff from LPE. The short and sweet version: It’s a bit complicated, so here’s the short and sweet version if you just want a general idea. We’ll install solar panels that store and convert energy from the sun into usable household energy for your home. These panels make the most energy when the sun is the strongest, usually in the middle of the day. It benefits you because when you use solar, you’re making your own electricity instead of buying it from your provider. If you make more than you use, your provider will send the electricity into the grid and give you a tariff in exchange! It’s a pretty sweet deal if you ask us.
Types of roofs that LPE install solar on:
We install solar on all roof types. For more information, please contact us on: 1800 040 168.
Does it matter that I have a multi-story house?
Yes - we can install solar on multi-story homes. Contact us today for more information.
Why pick our Solar System?
• We use tier 1 photovoltaic panels (Solar PV) panels - Our panels are made from the highest quality materials which are among the best in the industry. • Our solar system is quality guaranteed by ASX listed company • Our solar panels are fitted by accredited licensed electricians – so you can rest easy knowing they’ll be perfectly installed the first time. • 2019 model inverter • Class-leading peak efficiency of 97.5%
Is it difficult to maintain solar panels?
With our expert team – no. We are your local electricity supplier and solar experts. We’ll make sure you have the system that maximises your savings, because it’s made to suit your electricity needs. We have years of experience working with the local community to keep things easy, innovative and worry-free. When you choose LPE as your solar partner, we will be there for you every step of the way and for the years to come. As the local electricity supplier and solar experts, we’ll make sure you have the system that’s right for you and your bank account. It’s that simple.
What is LPE's Solar Feed in Tariff Rate?
We have a great Solar Feed-in-Tariff! Our current rate is 10c per kWh. If you have the Solar Bonus Scheme Feed-In Tariff you will already have 44c, and then you will receive LPE's 10c feed in, which will give you a total of 54c feed-in tariff for your solar. For further information click on the link provided for the Solar Bonus Scheme 44c Feed-In Tariff. Or alternatively, please call LPE's Customer Care Team on 1800 040 168 for more information.
How much money can I save with solar?
Finding out just how much you can save with solar can be a hassle coupled with a burden. But not anymore! We've done much of the hard work for you. Jump to our calculator page, pop in just a few details and we'll come up with your estimate. Our customers are often surprised by the length of time it takes for their solar system to pay itself off. More often than not it's shorter than they expected.
How good is solar for the environment?
Using solar reduces dependency on fossil fuels, reducing air pollution and greenhouse gases in the environment. Solar also produces its greatest output when the need is highest in Australia – we use the energy of the summer sun which is heating us all up to cool us back down again!


Solar Community

Who’s responsible for the maintenance and care of the solar system?
We own and take care of the system. With ongoing support, repairs and maintenance for 10 years. Plus, we look after the warranty and insurance of the system.
What happens if the system gets damaged?
LPE solar systems are the very best in quality so they are pretty hardy and built for all of Queensland’s weather. However, if any damage occurs then LPE will assess the damage and take care of it for you, no worries. If your system has been damaged, please contact us. We will make sure your system is back up and running with little downtime.
Can a mounting system cause damage to my roof?
We are experts at installing solar systems and our team are highly qualified. They have installed thousands of solar units, so we’re confident that there won’t be any damage. Mounting systems installed correctly do not cause damage to the roof. Experts ensure spacing of brackets is spread across the roof, so that the weight of the system is evenly distributed. This means no damage or pressure on any area!
Can inverters be noisy?
Many customers ask if inverters can be noisy. The simple answer is no! Our high-quality inverters are very quiet, and you’ll hardly be able to hear them. Our inverters are usually installed in the garage or an exterior wall, so even if there is minor noise, it’s unlikely you’ll notice it. If you have a preference for where you want to put it, you can work with our install team to place the inverter wherever it suits you.
Why is it free? How do LPE recover their cost?
Here at LPE, we’ve found a way that strata communities can enjoy the benefits of solar for free. We own the system and look after it. We can do this because you sign up to LPE as a customer for the life of the contract. This means it’s a win-win. We have a guaranteed customer for the length of the contract, whilst you enjoy the solar savings! We’re so confident that you’ll like your system, that at the end of the contract you can buy the system off us for $1 or we will remove it free of charge.
What happens if everyone in the complex doesn’t want it?
That’s fine, you can still get it. Not everyone in the complex needs to get a solar system but they will miss out on saving money on their electricity bills.
Who installs the system?
We pay accredited and licensed electricians, so you don't have to worry.


Outages and Emergencies

My power is out – what’s going on?
Your distributor owns and maintains the energy network in your area and can give you information about what’s happening when there’s an outage or blackout. The distributor in Queensland is Energex. To find out when your power can be restored contact your distributor. Energex can be contacted on 13 62 62, and their website is energex.com.au