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Customer support · Policy

Complaints & dispute resolution.

If something has gone wrong, we want to know. This policy sets out how to make a complaint, our standards for handling it, and your right to escalate to your state energy ombudsman at any time. Complies with NERR clause 56 and AS/NZS 10002:2022.

Effective: 1 May 2026 Free to use Free to escalate

Our commitment

We aim to do business well, but if we don't get it right we want to fix it quickly. Complaints are free to make and free to escalate. You will not be disadvantaged in any way for raising one. We will:

  • Listen, take you seriously, and treat you with respect.
  • Acknowledge your complaint promptly.
  • Investigate fairly and confidentially.
  • Communicate clearly about what we'll do and when.
  • Use your feedback to improve our service.

How to make a complaint

You can make a complaint through any of the channels below. A friend, family member, financial counsellor or other authorised representative can also make one on your behalf.

  • Phone: 1800 490 659 — Mon to Fri, 9am–5pm AEST
  • Email: complaints@stakeenergy.com.au
  • Online: via the "Contact us" form at stakeenergy.com.au/contact
  • Post: Complaints Manager, Stake Energy, PO Box 1234, Sydney NSW 2000
  • In your account portal — under "Help & complaints"

Whichever channel you use, the same process and the same timeframes apply. If you'd like an interpreter, call TIS on 131 450 and ask them to call us. If you have a hearing or speech impairment, contact us via the National Relay Service on 133 677.

What we'll do

  1. Acknowledge your complaint within 1 business day of receipt.
  2. Investigate the issue with the relevant team and any third parties (e.g. your distributor, metering provider) needed to put it right.
  3. Keep you informed of progress at least every 5 business days, including if anything is delaying resolution.
  4. Respond with our findings, the reasons for our decision, any remedy we propose and the next steps if you're not satisfied.
  5. Confirm in writing any agreed outcome on your request.

Timeframes

StageStandard timeframe
Acknowledgement1 business day
First response (substantive)Within 5 business days
Standard resolutionWithin 20 business days
Complex resolution (e.g. multi-party)Within 45 days, with regular updates
Urgent (life-support, disconnection imminent)Same day

If you're not satisfied with our response

You can ask for your complaint to be escalated to a senior member of our team or our Complaints Manager at no charge. We'll review the matter independently of the original handler and respond within 10 business days.

Take it to your state energy ombudsman

You can contact your state energy ombudsman at any time, including before you contact us. Each scheme is free, fair and independent. Macarthur Energy Retail supplies customers in NSW and SE QLD as the retailer of record — the relevant ombudsman for your account is below.

StateSchemePhoneWeb
NSWEnergy & Water Ombudsman NSW (EWON)1800 246 545ewon.com.au
SE QLDEnergy & Water Ombudsman Queensland (EWOQ)1800 662 837ewoq.com.au

Privacy complaints can also be made to the Office of the Australian Information Commissioner — 1300 363 992 · oaic.gov.au.

Accessibility & support

  • Translating and Interpreting Service (TIS): 131 450.
  • National Relay Service: 133 677, then ask for 1800 490 659.
  • Large-print or alternative format on request.
  • You may authorise a financial counsellor, advocate, friend or family member to act on your behalf.

Contact us

Complaints Manager

A printed copy of this Policy is available free of charge on request.