Hardship Policy.

Our commitment

Stake Energy and Macarthur Energy Retail Pty Ltd, the AER-authorised retailer and retailer of record, believe that everyone has the right to safe, reliable and affordable energy. We will work with you respectfully and confidentially if you are having trouble paying your energy bills, regardless of why.

What is "hardship"?

Hardship can affect anyone. It is a situation where you would like to pay your energy bills but you can't because of factors like:

• Loss of income, reduced hours or unemployment.
• Illness, injury, disability or a death in the family.
• Family violence or relationship breakdown.
• Increased living costs or unexpected major expenses.
• Housing instability, natural disasters or other crises.

You don't need a "reason" to ask for help. Asking for help is a sensible decision, not a weakness — and it has no impact on your credit history.

How we identify customers in hardship

We will work to identify customers who may need help by looking out for signs such as:

• You tell us you're having difficulty paying.
• You've missed payments or had multiple payment plans.
• A financial counsellor, family member, social worker or other person tells us on your behalf (with your consent).
• You've been disconnected for non-payment in the past 12 months.
• You make repeated requests for extensions.
• Your energy use has dropped sharply, suggesting you may be self-disconnecting.

If we believe you might be in hardship we will tell you about this program and how to apply.

How to apply

You — or a person you've authorised, such as a financial counsellor or family member — can apply at any time:

• Call 1800 490 659 and ask for our hardship team.
• Email hardship@stakeenergy.com.au.
• Write to Hardship Team, Stake Energy, PO Box 1234, Sydney NSW 2000.
• In your account portal — see "Need help paying" in the Billing tab.

If English isn't your first language, call the Translating and Interpreting Service (TIS) on 131 450 and ask them to call us. If you have a hearing or speech impairment, contact us through the National Relay Service on 133 677. We can also speak with someone you trust on your behalf, with your authorisation.

What you'll receive in the program

Once you join the hardship program, we will:

• Listen and understand your situation, in confidence and without judgement.
• Check whether you're on the cheapest available plan for your usage and switch you free of charge if a better one exists.
• Help you apply for any government concession, grant or rebate you may be entitled to — see Concessions & rebates.
• Offer you flexible payment options based on what you can realistically afford.
• Provide practical advice on reducing your energy use — see Energy efficiency.
• Refer you, with your consent, to a free, independent financial counsellor.
• Pause debt-collection activity, late-payment fees and disconnection while you keep arrangements in place.
• Review your circumstances regularly so that the support you receive remains right for you.

Payment plans and arrangements

We will design a payment plan with you that is fair and sustainable. The plan will set out:

• The amount of arrears (if any) being paid.
• The amount you'll pay for ongoing energy use.
• The instalment amount, frequency and duration.
• The payment method (BPAY, direct debit, Centrepay, etc.).

We will confirm the plan in writing. If your circumstances change you can ask us to revise the plan at any time, and we will not charge you a fee for doing so.

Concessions, grants and rebates

NSW and Queensland both provide energy concessions, grants and emergency relief for eligible customers. We will help you check what's available — the Energy Account Payment Assistance (EAPA) Scheme in NSW and the Home Energy Emergency Assistance Scheme in Queensland are the two emergency-relief schemes most relevant to our customers. The full list and links are at Concessions & rebates.

Protections while you're on the program

While you're a hardship customer and acting in good faith on your payment plan, we will:

• Not disconnect you for non-payment.
• Not charge you late-payment fees.
• Not require a security deposit.
• Not refer your debt to a debt-collection agency or credit reporting body.
• Not commence legal action for the recovery of arrears.
• Continue to apply any government concessions to your account.

Exiting the program

You can exit the program at any time. We may also exit you from the program if you have repeatedly failed to keep arrangements without contacting us, or if your circumstances have improved. Before removing you, we will try to contact you at least three times by at least two different methods over a minimum 21-day period. If you are removed and your circumstances change, you can re-join.

Other free support

• National Debt Helpline — free, independent financial counselling. 1800 007 007 · ndh.org.au
• Lifeline — 24/7 crisis support. 13 11 14 · lifeline.org.au
• 1800RESPECT — family and domestic violence counselling. 1800 737 732. See also our Family violence support page.
• State energy concessions — see Concessions & rebates.

Contact us

A printed copy of this Policy is available free of charge on request. This Policy is approved by the Australian Energy Regulator and applies to all residential Macarthur Energy Retail customers in NSW & SE QLD.