Living in an embedded network

If you live in a unit complex, residential park or retirement village, you might be in an embedded network. This can mean different rules for your electricity and gas.

An embedded network is a private electricity network. It supplies electricity to more than one home or business.

In an embedded network, the owner or manager buys electricity from the grid and sells it to you. They are sometimes called an “exempt seller”. They send you the electricity bill for your usage.

Do I live in an embedded network?

When you move in, the seller must give you a document. This document will explain your customer rights.

This information must include the exempt seller’s name and contact details. These details must also be shown on your energy bill.

If you are not sure, contact the company that bills you for energy and ask them.

You can reach out to the manager of your unit complex. You can also contact the manager of your retirement village or residential park.

What is different about living in an embedded network?

If you are in an embedded network, you still have many of the same rights as other energy customers. For example:

the embedded network must be safe to use
there must be a clear way for you to make a complaint
all embedded network operators and exempt sellers that supply residential customers in NSW must be members of EWON (you can contact us about problems with the service)
fees for network services must follow a guideline set by the Australian Energy Regulator
electricity meters must meet certain standards (this can depend on when the embedded network was set up).

Can I switch to a retailer of my choice?

If you are in an embedded network in NSW, you have the right to choose your own electricity retailer.

The embedded network owner is not allowed to stop you, or pressure you not to change retailers.

However, switching may be hard. You may not be able to find a retailer who can supply you. The process can also be complicated.

If you decide to switch retailers

Find an authorised retailer who agrees to take you on and give you a market contract. Retailers do not have to accept you, so you may need to shop around.

The retailer will work with the embedded network. They will make sure your meter details are recorded correctly in the national energy market. This is so they can set up your account.

You or the retailer must tell the embedded network operator that you are changing to an authorised retailer.

Keep in mind

the embedded network cannot help you find an authorised retailer
your meter may need to be replaced to meet the required standard, and you may need to pay for this
if you are a tenant, you must talk to your landlord first as they may not agree to the change
you may receive two bills: – one from your retailer for the electricity you use – one from the embedded network for network charges
you still need to pay the embedded network for network charges, even after you change retailers.