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Embedded networks

Embedded networks are private electricity networks that serve multiple premises through a transmission system with one ‘parent connection point’ in the National Electricity Market. The operators of embedded networks, known as exempt sellers, pay to receive energy from the grid and then onsell the energy back to the individual customers.

Embedded network examples are found in residential parks, caravan parks, retirement villages, apartment blocks and shopping centres. Find out if your energy seller is authorised by checking the AER's public register of authorised retailers.

Protections for embedded network customers

Residential customers

The AER outlines that customer protections for residents in residential strata, retirement villages, caravan parks and residential parks include:

  • Flexible payment options if you are experiencing financial difficulty
  • Clear and set time frames for receiving and paying bills
  • Complaints handling arrangements
  • Energy charges that are no greater than the standing offer prices a local area retailer can charge contracted customers
  • Clear and reasonable disconnection procedures

All NSW energy rebates are now available to eligible customers in exempt networks. If you are a customer of an exempt seller visit the Department of Industry, Resources and Energy website to see if you're eligible and how to apply.

Retail or commercial customers

Protections for retail and commercial customers, including small businesses operating in shopping centres, are outlined by the AER as:

  • Clear and reasonable disconnection procedures
  • Clear and set time frames for receiving and paying bills
  • Energy charges that are no greater than the standing offer prices a local area retailer can, in certain circumstances, charge their customers (only small retail and commercial customers without cost-effective access to a choice of retailer)
  • Complaints handling requirements

How EWON helps embedded network customers

We have jurisdiction to receive and investigate complaints from embedded network customers, however, exempt sellers are not required to be members of EWON. This means that while we can handle and generally resolve complaints about exempt sellers, currently those who are not members of EWON are not bound by our decisions. We made recommendations in a recent submission to the AER and we anticipate the release of its updated (Retail) Exempt Seller Guideline later this year.

Customers in embedded networks can find more information on the AER's website.