Support our customers

Stanwell Energy is an energy retailer for large users of electricity. For more than 10 years, we have been working with some of Australia’s biggest commercial and industrial businesses to deliver tailored, flexible solutions to help them meet the challenges of managing their ongoing energy requirements.

Stanwell Energy provides a number of energy options for customers including, but not limited to:

• power purchase agreement options; • long-term pricing; • hybrid contracting arrangements; and • self-management of consumption and environmental certificate requirements.

Setting the industry benchmark

Expert energy partners: As one of Australia’s largest energy generators, we draw upon the expertise of our energy and environmental trading desks and Growth and Future Energy team to keep our cutomers up to date on market changes. We have worked hard to build strong relationships with key network service providers, metering coordinators and embedded network managers to ensure we can assist with queries from our cusomters when required.

Flexibility: Stanwell Energy works to understand our customers’ specific needs and tailor an energy solution that is the best fit for their electricity use and load profile.

Accurate, timely billing: Timely, accurate and transparent billing is essential to ensure our customers’ cash flows are managed as efficiently as possible.

Dedicated and responsive management of customer

accounts: All our customers have a dedicated account manager as a single point of contact for any account queries. Our Stanwell Energy account managers provide clarity in how regulatory schemes may impact retail pricing and provide regular market updates.

Our work this year

During 2021/22 Stanwell Energy began the implementation phase of a five-year strategy.

Central to this strategy is responding to the energy needs of our customers, establishing our value proposition and developing tailored products based on the requirements of our customers.

In the past 12 months we:

• continued our product development initiatives, such as a tiered retail service, prototype electrification service, demand response capability and a specialised long-term product to meet the needs of customers and the changing energy market; • commenced a review of our analytical and information technology requirements to support an improved customer experience and reduce costs; and • worked on the development of an integrated communication and marketing plan to support Stanwell

Energy’s growth.

Our 2021/22 performance

Delivering solutions that meet our customers’ business and environmental goals

Stanwell Energy’s product offerings provide our customers with the flexibility to choose what works best for them over the short, medium and long-term. Our focus is on delivering reliable, affordable renewable energy products that enable industrial decarbonisation and help our customers meet their broader sustainability goals.

In the 2021/22 financial year we:

• introduced renewable-backed contracts to provide longer-term revenue certainty and diversity to Stanwell’s contract portfolio, in addition to standard retail contracts; and • continued to offer renewable energy from the Clarke

Creek Wind Farm and Blue Grass Solar projects to our customers.

Understanding our changing customer needs

In late 2021, Stanwell Energy reviewed the retail offerings of our competitors and emerging retail customer trends. The findings are a show of confidence in the work that we are doing as we continue to make strong progress in prioritising and implementing changes and offerings to meet our customers’ current and future needs.

In the past financial year, we implemented several initiatives to meet the changing needs of our customers. Two key actions included:

• we refreshed and modernised our customer portal and we are continuing further upgrades to ensure it is a market-leading platform; and • we continued to provide renewable energy products, while communicating the challenges of the current energy market, through the distribution of customer newsletters and monthly energy market updates in the form of articles and videos.

Visit StanwellEnergy.com to learn more.