The questions CFOs, facility managers and ESG leads ask us in the first call. Missed yours? Get in touch.
Commercial & pricing
We trade the battery in the wholesale electricity market (the NEM). The difference between the price you'd pay your retailer and the price we can get by trading optimally is where both our margin and your savings come from. There's no catch — our interests are fully aligned.
An Energy Services Agreement (ESA). It's a service contract for discounted electricity — not a lease or loan. We work with your auditors up front to confirm AASB 16 non-lease treatment for your specific deal so nothing unexpected hits the balance sheet.
The threshold is 100 MWh/year of electricity load — there's no minimum peak demand requirement. Multi-site portfolios with sites under that threshold can be aggregated to qualify.
Term length is flexible — we'll structure it around your needs. At the end of the term you have three options: renew at even better rates, buy the asset out at fair market value, or have us remove it at no cost to you.
Technical & site
No. The battery charges from the grid at low-price periods and discharges during high-price periods. Existing solar works with us too — the battery time-shifts surplus generation — but it's not a prerequisite.
It depends on the format. A wall-mounted or cabinet battery occupies just 1–3 m² — a corner of a switchroom or plant room. Larger sites use a containerised unit (~30 m², roughly two parking bays). We match the format to your site.
The battery sits in parallel to your supply, so a switchover isn't required. The only operational moment is a short, scheduled switchboard tie-in — usually done after-hours or on a weekend to avoid any tenant or production impact.
Operations & risk
Yes. Like a standard retail contract, your Macarthur retail per-kWh rate is fixed for the term. Stake's battery optimisation sits on the other side of the wholesale market: if the NEM moves favourably we keep our margin, and if it doesn't we absorb the loss. Either way, your rate doesn't change. That's the risk we're paid to manage.
We do. We own the asset, carry public and product liability insurance, and are responsible for all maintenance, replacement and decommissioning.
The ESA is assignable to a buyer — most view the lower energy costs as a value-add, not a burden. Alternatively, we can relocate the battery to another of your sites at cost.
ESG & reporting
Yes — every dispatch is time-stamped against AEMO's 5-minute emissions intensity, giving you auditable, time-matched renewable consumption data. Independently verified annually.
Yes — native exports for GRESB, CDP, NABERS, TCFD, and most internal carbon platforms. Plus a raw data API if you've rolled your own.
Yes. Enterprise clients get a branded portal and PDF reporting templates they can hand to tenants, investors, or boards without any Stake branding.
Customer rights & support
Macarthur Energy Retail Pty Ltd is the AER-authorised retailer and retailer of record. Stake Energy provides the battery, dispatch technology and customer experience, but the regulated electricity retail contract and supply are with Macarthur for customers in NSW and SE QLD. Both entities are bound by the protections that apply under the National Energy Retail Law and Rules.
Macarthur Energy Retail offers restricted market offer plans for qualifying C&I customers using Stake batteries, and standing offer plans for any small customer in Macarthur's supply area (NSW & SE QLD). Each plan is published with the AER-required comparison to the Default Market Offer reference price. See Our plans and the Plan Information Documents.
Talk to us early — there's no penalty for asking for help. Residential customers are entitled to the protections in our AER-approved Hardship Policy: flexible payment arrangements, no late fees, no disconnection while you keep arrangements in place, and a check on which government concessions and rebates you may be eligible for. Call our hardship team on 1800 490 659.
NSW and Queensland both run multiple energy concession, grant and rebate schemes for eligible customers. The full list — pensioner concessions, family rebates, medical and life-support concessions, the Energy Account Payment Assistance (EAPA) scheme in NSW, and the Home Energy Emergency Assistance Scheme in Queensland — is on our Concessions & rebates page. We register and apply any concession on your request.
Call us on 1800 490 659 — we'll add the premises to our life support register the same day, and apply the protections (no disconnection, advance notice of any planned interruption, registration with your distributor) immediately. We then send a Medical Confirmation Form for the person's doctor to complete. Full details — including eligible equipment and your rights — are at Life support.
Tell us first so we can put it right — call 1800 490 659 or email complaints@stakeenergy.com.au. We acknowledge within 1 business day and aim to resolve within 20 business days. You can escalate at any time, free of charge, to your state energy ombudsman: EWON (NSW) 1800 246 545 · EWOV (VIC) 1800 500 509 · EWOQ (QLD) 1800 662 837 · EWOSA (SA) 1800 665 565. See our Complaints Policy for the full process.
Confidentially and on your word — we do not require court orders, police reports or detailed descriptions of incidents. Our trained staff can change account details, secure your account, suppress disconnection, apply payment protections, transfer the account into your sole name without fees, and refer you to specialist support services. See our Family Violence Policy and Family violence support services. If you're in immediate danger, call 000.
Yes. You can submit a customer read in your account portal, by phone, by email (with a clear photo of the meter face), or by SMS. Full instructions, the information we need, and the maximum installation timeframes for new and replacement meters are at Meter information.
Yes. We maintain a No Contact List — if your details are on it, neither we nor anyone marketing on our behalf will approach you to sell energy. Add yourself for free at any time — see No Contact List.
