The standard terms that apply where you sign on to a Stake Energy market offer plan with Macarthur Energy Retail Pty Ltd, the retailer of record. Issued under Part 2, Division 2 of the National Energy Retail Rules. Applies to customers in Macarthur's supply area (NSW & SE QLD).
This contract is between Macarthur Energy Retail Pty Ltd (ACN 666 555 444), the holder of the relevant retailer authorisation issued by the Australian Energy Regulator ("we", "us", "our"), and the customer named in the energy plan ("you", "your"). Stake Energy Pty Ltd (ABN 62 677 963 683) acts as our authorised representative for the marketing, customer service and bill-presentment functions described in this contract. Macarthur supplies customers in NSW and SE QLD.
This contract sits under the National Energy Retail Law, the National Energy Retail Rules (NERR) and the Australian Consumer Law. Where any provision of this contract is inconsistent with that law, the law prevails.
The contract starts on the day you accept our market offer (online, in writing or over the phone with explicit informed consent recorded). You may cancel without penalty within 10 business days of accepting the offer (the "cooling-off period"). To cancel, contact us using any of the channels at the foot of this page. After the cooling-off period the contract remains in force for the contract term shown in your Energy Plan, unless ended earlier under clause 14.
We will arrange for energy to be supplied to your premises from the date your transfer is completed by your distributor or from the date specified in the Energy Plan. We are not responsible for the physical delivery of electricity, which is the responsibility of your distributor. Continuity and quality of supply are governed by your distributor's contract with you (the "Customer Connection Contract"), which is deemed to apply.
The prices for energy and related services are set out in your Energy Plan and the related Basic Plan Information Document (BPID) and Detailed Plan Information Document (DPID). Prices include any applicable goods and services tax (GST). The total amount payable consists of usage charges, supply (fixed) charges, demand charges (where applicable) and any other charges set out in your Energy Plan or in our Fees and charges schedule. Where any concession or rebate applies, we will deduct it from the amount payable on each bill.
Unconditional prices for our market offer plans are compared to the AER reference price for the relevant region on our Plans page, in line with section 22 of the Electricity Retail Code.
We may vary the prices, fees and other charges in your Energy Plan. We will give you written notice of any variation at least 5 business days before the variation takes effect, including a clear summary of the change, the new amount and the date it applies from, and how it affects your bill. We will not vary the price of a fixed-term plan during a fixed-price period in a way that breaches the Energy Plan. Other terms of this contract may only be varied with your agreement, except where the variation is required by law (in which case we will give you notice of the change as soon as reasonably practicable).
We will issue you a bill at least every three months. Each bill will set out the period covered, your usage, the charges, any concessions or rebates applied, the amount due, the due date and how to pay. Bills are issued by email by default — paper bills are available on request at no charge.
If we under- or over-charge you we will correct the bill in accordance with NERR rules 31 and 32. Undercharging is recoverable for up to 9 months; overcharging is refundable for the period of the error.
You may pay your bill by direct debit, BPAY, credit/debit card, Centrepay, in person at any Australia Post outlet, or by post. Bill due dates are at least 13 business days after the issue date. If you cannot pay by the due date, please contact us before the due date — see clause 10 (Hardship) and our Hardship Policy.
We will arrange for the meter at your premises to be read at least once every 12 months. Where you have a smart meter, reads are obtained remotely. Where a meter cannot be read (e.g. it is locked, obstructed or there is no safe access) we may estimate your bill in accordance with NERR rule 21, and reconcile to actual reads at the next opportunity. You may submit your own meter read using the form in your account portal — see our Meter information page for instructions, accepted methods and the information you must provide.
Where a new or replacement meter is required, we will use reasonable endeavours to arrange installation within the timeframes set out in our Meter information page and in NERR rule 56C and the AER's Better Billing Guidelines.
You can ask us at any time and free of charge for: a copy of this contract, the latest version of our pricing schedule, an explanation of any charge on your bill, your meter read history, our Hardship Policy, our Complaints Policy, our Family Violence Policy, our Privacy Policy, our policy on the No Contact List, and information about concessions, grants and rebates available in your state. We will provide the information within 10 business days.
If you are eligible for a government concession, grant or rebate (e.g. pensioner concession, low-income household rebate, family or medical energy rebate, the EAPA scheme in NSW, the Home Energy Emergency Assistance Scheme in QLD), we will register and apply it to your account within the timeframe required by the relevant scheme. See Concessions & rebates for the full list.
If you are having trouble paying, please contact us as early as possible. Residential customers are entitled to the protections in our AER-approved Hardship Policy. We will design a flexible payment arrangement with you, help you check your eligibility for concessions, and provide practical advice on reducing your bill. Customers affected by family violence are entitled to the additional protections in our Family Violence Policy.
Disconnection is a last resort. We will not disconnect your supply for non-payment unless we have first complied with the steps in NERR rules 109–115, including issuing a reminder notice and a disconnection warning notice with the minimum statutory notice periods, attempting to contact you at least three times by at least two different methods, and offering payment assistance. We will not disconnect you if you are registered for life support, are participating in our hardship program and meeting your arrangements, have an unresolved complaint with us or with the energy ombudsman about the relevant amount, or on a Friday, weekend, public holiday, the day before a public holiday, or before 8.00 am or after 2.00 pm on any day.
Our liability is limited to the extent permitted by the Australian Consumer Law and the National Energy Retail Law. We are not responsible for matters that are the responsibility of your distributor (e.g. service interruptions, voltage fluctuations or damage from supply quality issues), except where these are caused by our negligence. Nothing in this contract excludes, restricts or modifies any consumer guarantee that cannot be excluded under the Australian Consumer Law.
We collect, use, store and disclose personal information in accordance with our Privacy Policy. By entering into this contract, you consent to our collection and use of personal information for the purposes described in that policy and the Privacy Act 1988.
You may end this contract at any time by giving us notice. If you end a fixed-term plan early, an exit fee may apply — the amount is set out in your Energy Plan and our Fees and charges schedule, and will not exceed our reasonable costs in entering into and ending the contract.
We may end this contract on at least 20 business days' written notice in the limited circumstances permitted by NERR rule 33 (e.g. you have failed to pay an amount that is overdue and have not entered into a payment plan, or you have given false information). We will not end the contract if you are participating in our hardship program and meeting your arrangements, are registered for life support, or have an unresolved complaint with the ombudsman about the matter.
This contract also ends if you transfer to another retailer or vacate the premises.
If you have a complaint, please contact us using the channels in our Complaints Policy. You may escalate at any time, free of charge, to your state energy ombudsman:
A printed copy of this contract is available free of charge on request.
