The standing offer terms that apply where a small customer in Macarthur Energy Retail's supply area (NSW & SE QLD) takes electricity from Macarthur Energy Retail Pty Ltd as the standard retailer. These terms are the model terms set by Schedule 1 of the National Energy Retail Rules and the requirements of NERL Division 3 — Standing offers and standard retail contracts for small customers (sections 22(3) and 25).
Our standing offer prices are published on our Plans page and are equal to the AER reference price (Default Market Offer) for each distribution region in NSW and SE QLD. Prices are reviewed in February and August each year and we will give you written notice of any change in line with clause 7.
These terms are based on the model standing offer contract set out in Schedule 1 of the National Energy Retail Rules ("NERR"). Where any provision of this contract is inconsistent with the NERR, the National Energy Retail Law ("NERL") or the Australian Consumer Law, the law prevails. A printed copy of these terms is available free of charge on request.
This contract is available to any "small customer" as defined in the NERL — a residential customer, or a business customer that consumes less than 100 MWh of electricity per year. We will sign you on to a standing offer contract if you ask us to, if you are a customer who has not chosen a market offer, or if we are required to act as your retailer of last resort.
The contract starts on the date energy is first supplied to the premises under it, or on the date specified in the Energy Plan. You may cancel without penalty within 10 business days of accepting the offer. To cancel, contact us using the channels listed at the end of these terms.
This contract is ongoing — there is no fixed term. You can end it at any time by giving us notice or by switching to another retailer or another plan. There is no exit fee.
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.
You agree to pay us the standing offer prices for the energy supplied. We will issue you a bill at least every three months. The bill will set out your usage, the charges, any concessions or rebates applied, the amount payable and the due date (which will be at least 13 business days after the issue date). You can pay by direct debit, BPAY, credit/debit card, Centrepay, in person at Australia Post or by post.
If you are unable to pay your bill on time, please contact us before the due date. See clause 10 and our Hardship Policy.
We may vary the prices and charges in this contract. We will give you written notice of any price variation at least 5 business days before the change takes effect, including a clear summary of the change and the new amounts. Other terms may only be varied with your agreement, except where required by law.
We will only require a security deposit in the limited circumstances allowed by NERR Part 2 Division 7. We will not require a security deposit from a residential customer who has paid all bills issued in the previous year on time, or who is participating in our hardship program. Any security deposit will be held in accordance with NERR rule 51 and refunded with interest after the relevant period.
If you are entitled to a government concession, grant or rebate, we will register and apply it to your account. See our Concessions & rebates page for the schemes available in each state and how to apply.
Residential customers who are having difficulty paying are entitled to the protections in our AER-approved Hardship Policy. Customers affected by family violence are entitled to the additional protections in our Family Violence Policy. We will tell you about these programs and what assistance is available if we become aware that you may need them.
Disconnection for non-payment is a last resort. Before disconnection we will follow the steps set out in NERR Part 6, including issuing a reminder notice, a disconnection warning notice and attempting to contact you. We will not disconnect you if you are registered for life support, are meeting hardship arrangements, or have an unresolved complaint about the relevant amount. After payment of any outstanding amount or agreement of a payment plan we will arrange reconnection on the same business day where the request is made before 3.00 pm.
Our liability is limited to the extent permitted by the Australian Consumer Law and the NERL. We are not liable for matters that are the responsibility of your distributor (e.g. service interruptions, voltage events) except to the extent caused by our negligence. Neither party is liable for failure to perform any obligation under this contract to the extent caused by force majeure as defined in the NERR.
You can ask us at any time and free of charge for: a copy of this contract, an explanation of any charge, 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 on concessions, grants and rebates. We will respond within 10 business days. Personal information is collected and handled in accordance with our Privacy Policy.
Please tell us first — see our Complaints Policy. You may escalate at any time to your state energy ombudsman free of charge.
