How Stake Energy Pty Ltd and Macarthur Energy Retail Pty Ltd, the retailer of record, collect, use, hold and disclose your personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs) and obligations under the National Energy Retail Rules.
This policy applies to personal information collected by Stake Energy Pty Ltd (ABN 62 677 963 683), which provides battery services and customer-facing support, and Macarthur Energy Retail Pty Ltd, the AER-authorised retailer and retailer of record. References to "we", "us" and "our" include both entities where relevant.
We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Macarthur Energy Retail is also bound by the National Energy Retail Law and National Energy Retail Rules (including the model terms in Schedule 1 of the Rules) which apply to Macarthur's supply area of NSW and SE QLD.
We collect the personal information reasonably necessary to supply electricity to you and to comply with our regulatory obligations. This typically includes:
Wherever possible we collect personal information directly from you — when you request a quote, sign a customer contract, log in to your account, contact our customer service team, or transact with us. We may also collect information from:
We use your personal information only for purposes connected with supplying you with energy and operating our business, including to:
We disclose your personal information only as needed to operate your account or as required or permitted by law. Recipients may include:
We do not sell your personal information. Where information is disclosed to a recipient outside Australia (for example, a cloud provider), we take reasonable steps to ensure that recipient handles it consistently with the Australian Privacy Principles.
Where you apply for a billing account on a credit basis, we may collect, use and disclose credit-related personal information in accordance with Part IIIA of the Privacy Act and the Credit Reporting Code. This may include identity details, the type and amount of credit sought, and information about your repayment history. Our Credit Reporting Policy is available on request via the contact details below.
We store personal information in secure systems hosted in Australia. We use a combination of physical, technical and organisational safeguards — including encryption in transit and at rest, access controls, multi-factor authentication, audit logs and staff training — to protect your information from unauthorised access, modification, loss or disclosure.
We retain personal information only for as long as it is needed for the purposes for which it was collected or as required by law. Records relevant to your energy account are typically retained for a minimum of seven years after the account is closed.
You can ask for access to the personal information we hold about you, and you can ask us to correct it if it is inaccurate, out of date or incomplete. We will respond within 30 days. There is no charge for making a request, although we may pass on reasonable costs of locating and producing the information.
To make a request, contact our Privacy Officer using the details below.
If you believe we have breached the Australian Privacy Principles or mishandled your personal information, please contact our Privacy Officer in the first instance. We will acknowledge your complaint within 5 business days and aim to resolve it within 30 days. See our Complaints Policy for the full process.
If you are not satisfied with our response, you can refer the matter to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or 1300 363 992. Energy-related complaints can also be referred to the relevant state energy ombudsman — see our Complaints Policy for contact details.
A copy of this policy is available free of charge in printed form on request.
