Policies & compliance

All our policies, in one place.

A single, ordered index of every Stake Energy / Macarthur Energy Retail policy, contract, plan information document and customer support resource — published in line with the National Energy Retail Rules and the AER Retail Pricing Information Guidelines V5.0. Macarthur Energy Retail is the retailer of record and supplies customers in NSW and SE QLD.

All documents free of charge Printed copies available on request Updated 1 May 2026

Customer rights & commitments

Hardship PolicyAER-approved program for residential customers having difficulty paying.
Complaints & dispute resolutionHow to make a complaint and escalate to your state ombudsman.
Family Violence PolicySafe, confidential support for customers affected by family violence.
Family violence support servicesFree, confidential national and state-based support services.
Life support registrationHow to register and the protections you'll receive.
No Contact ListHow to opt out of marketing approaches.
Privacy PolicyHow we collect, use and protect your personal information.

Plans, prices & contracts

Our plansMarket & standing offer plans with reference price comparison.
Plan information documents (BPID & DPID)AER-format basic and detailed plan information for every offer.
Market retail contract termsStandard terms for market offer customers.
Standing retail contract termsSchedule 1 model terms for small customers on a standing offer.
Fees and charges scheduleEvery non-energy fee that may appear on your bill.

Help with your bill

Concessions, grants & rebatesFederal and state-based bill assistance for eligible customers.
Energy efficiencyPractical advice and the state schemes that subsidise upgrades.
Hardship programFlexible payment arrangements and other protections.
Meter information & readsInstallation timeframes, how to read your meter, how to lodge a customer read.

Operational & technical

Meter installation timeframesNERR rule 56C and AER Better Billing timeframes.
Submit a customer meter readAccepted methods and required information.
NSW remote de-energisation & re-energisationCompliance with the NSW Safety Management Plan guidelines.
Faults & emergenciesDistributor contact numbers by region.

Get help, or a printed copy of any document

Every policy and document on this page is available free of charge in printed form, large print, screen-reader-friendly HTML or by email. To request a copy, ask a question, or speak to our customer support team:

Phone: 1800 490 659 — Mon to Fri, 9am–5pm AEST
Email: support@stakeenergy.com.au
Post: Stake Energy / Macarthur Energy Retail, PO Box 1234, Sydney NSW 2000
Translating & Interpreting Service (TIS): 131 450
National Relay Service: 133 677