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LPE Help Centre

  • Billing Queries
  1. How do I read my Bill?
  2. Can I extend the due date on my bill?
  3. Who reads my meter?
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  • Concession and Rebates
  1. How do I have a concession card added to my account?
  2. Which concession cards are eligible?
  3. How much are my concession rebates?
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  • Financial Assistance
  1. Can I set up a Payment Plan?
  2. Can I set up Centrepay?
  3. Can you assist if I am in Financial Hardship?
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  • Power Outages and Safety
  1. What should I do if there is a disruption to your electricity supply?
  2. Can I access my meter to check a read or read my own meter?
  3. What should I do if I am in a Family or Domestic Violence situation?
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  • Feedback and Complaints
  1. How do I provide feedback?
  2. How do I make a complaint?
  3. Is there a regulator for electricity providers such as LPE?
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  • Life Support
  1. What do I need to do if I have Life Support equipment?
  2. What happens during a power outage if I have Life Support?
  3. What should I do in case of a power outage and I have life support equipment?
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  • Account Management
  1. How do I update contact details on my account?
  2. How do I transfer my account to another persons name?
  3. What are your Fees and charges?
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  • LPE Broadband
  1. How do I sign up for your Broadband / Wi Fi?
  2. What speed/s are offered?
  3. Do I need to provide my own modem?
More

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.
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Life Support

If you have Life Support requirements, there are specific steps to follow to register your details with us.

If you or someone in your household relies on life support equipment, it is essential that you register your details with us as soon as possible. Registering ensures that we can provide you with the right support and meet our obligations to keep you informed about any potential interruptions to your electricity supply.

We also provide information to help you prepare for both planned and unplanned outages.

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Feedback & Complaints

At LPE, we value your feedback as it helps us improve our service to you. Whether you would like to share a positive experience, provide suggestions, or raise a concern, we want to hear from you.

How to Provide Feedback or Make a Complaint

You can contact us in the way that’s most convenient for you:

  • Online – Submit your feedback or complaint through our Contact Us form.
  • Phone – Call our Customer Care team on 1300 443 735 during business hours.
  • Email – Send us an email at complaints@localityenergy.com.au
  • Post – Write to us at PO Box 5737 Maroochydore BC QLD 4558


What Happens Next

  • We will acknowledge your feedback or complaint promptly.
  • Our team will review the details and, if it’s a complaint, work with you to resolve the matter as quickly as possible.
  • If more time is needed, we will keep you informed throughout the process.


Your satisfaction is important to us, and we are committed to handling your feedback fairly, respectfully, and in line with our obligations.

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