Frequently Asked Questions

Getting Started

How do I sign up?

Your electricity and water are already connected at Lincoln Lifestyle Northern Beaches, and we've partially set up your account. When you're ready to complete the set-up, all we need you to do is provide a form of identification. We'll send you an email or send the information with your first bill.

Or, if you're ready now to finish setting up your account, create your account here. When will I receive my bills?

You'll receive your first bill about one month after you move in, and monthly thereafter.

Energy & Community

What's the difference between 'retail electricity' and an 'embedded network'?

Electricity is delivered through a shared community network rather than each home being connected separately. Each home has its own sub-meter, and charges are based on your individual usage.

Am I paying for community electricity usage?

No. Charges are based on the electricity used within your individual premises, which is measured by a smart meter.

Can I access my own electricity meter data?

Smart meters are part of the LPE network. Electricity usage information is available through My Account, and additional data can be arranged as needed.

Can I check my own electricity meter?

In an embedded network, smart electricity meters connected to each home are located in a secure central metering location. For safety reasons, access to electrical infrastructure is restricted to authorised and qualified personnel. If you would like information about your electricity usage, log in to My Account. If you have reason to believe your meter is not working, please contact us and we will investigate.

Solar

What happens to the solar when I'm not there to use it?

When solar energy is not being used by individual homes, excess generation can be directed to support shared community facilities and common areas.

Does the solar that my rooftop generates belong to me?

When the sun is shining, you can enjoy the full benefit of a solar-powered home supplying electricity to your home at no cost. The energy produced is available for use within your home first, helping reduce reliance on grid electricity during the day. Your rooftop solar system was installed and is managed by Lincoln Place so that the homeowner receives full benefit. Only excess and unused energy is exported into the embedded network. Solar generation is not metered and therefore not measured or recorded on your energy bills. Energy charges are from grid purchase only.

Is the solar on my rooftop being used by other people, or the common area?

The energy produced is available for use within your home first. Any excess energy is used for community facilities within the embedded network. Dedicated solar and battery systems are being installed to support the operation of the clubhouse and other shared facilities throughout the resort.

What's the feed-in tariff for my solar? Do I get solar credits on my bill?

Solar generation is not metered and therefore not measured or recorded on your energy bills. The use of solar enables you to have efficient use of energy, therefore reducing your overall grid consumption.

Can I check what solar energy is being generated on my rooftop?

No, individual solar generation is not metered.

I don't think my solar is working properly, what shall I do?

Please contact the [TODO: confirm contact — "Site Manager at Lincoln Lifestyle Northern Beaches"].

How do I clean/maintain my solar equipment?

Lincoln Place covers all costs associated with management and maintenance of the solar system on your roof, and any offset to your electricity costs generated by this system is complimentary to homeowners. The solar panels are self-cleaning, so you don't need to worry about getting up on the roof to maintain them. If you have concerns, contact the [TODO: confirm contact — "Site Manager at Lincoln Lifestyle Northern Beaches"].

What if I have more questions about the solar on my rooftop?

For any questions about the rooftop solar in your home, contact the [TODO: confirm contact — "Site Manager at Lincoln Lifestyle Northern Beaches"].

Cold Water

Am I being billed for cold water?

Cold water will appear on your bill quarterly, for metering purposes. No service charges apply and you only pay for your own usage, aligned with the local water provider.

Am I paying for community water usage?

No, you only pay for the water you use at your home, which is measured by a smart meter.

Bills & Payments

How do I pay my bill?

Located at the bottom of the first page of your bill you'll find a list of payment options available — including BPAY, by phone, Deferit or through My Account, where you can also set up direct debits, view invoices, monitor usage and manage your account. You can also pay online at Pay my bill. Are there any other fees?

Your agreement may include additional fees and charges, which are outlined in your terms and conditions.

Why is there a lot of information on my bill?

Our bills comply with the Better Bills Guidelines set out by the Australian Energy Regulator (AER).

Your Choice

Can I choose my electricity provider?

As an embedded network customer, you have the right to choose your retailer under the Power of Choice.

The Government provides a comparison tool to enable informed decisions: www.energymadeeasy.gov.au.

If you choose to leave the embedded network, you may incur costs associated with establishing a separate electricity connection, including the installation of a compliant meter, electrical wiring modifications, and any charges imposed by the local electricity network or other third parties. Costs, feasibility and connection requirements will vary depending on your circumstances and should be confirmed with the relevant providers before proceeding.

If you would like any further information about this, please email compliance@localityenergy.com.au and we will arrange for someone to call you.

Support & Assistance

Are there rebates or additional assistance?

Yes. If you're eligible for rebates, concessions or require life support, we can guide you through available options. Please contact us to discuss how we can help.

For information on concessions and rebates, see the Concessions and Rebates section of Bills and payments.

Is financial assistance available?

If you're having difficulty paying your bill, support options may be available. Contact us early so we can work with you on a solution.

For more information on financial assistance, see the Financial Assistance section of Bills and payments.

How do I register my life support equipment?

Please call us and we will walk you through the process.

For more information on life support, see the Life Support section of Bills and payments.

Your Rights & Responsibilities

What are my responsibilities?

You're responsible for paying your bills on time and keeping your account details up to date.

Will my power be disconnected if I don't pay my bill?

Disconnection is a last resort. You will receive notice beforehand, and there are rules in place to protect customers, including times when disconnection is not permitted.

How do I make a complaint?

If something isn't right, please contact us first so we can try to resolve the issue quickly. If you're not satisfied with the outcome, you can access independent dispute resolution services through the Energy and Water Ombudsman Queensland.

For more information, see Feedback and complaints or the Help Centre.