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Embedded networks

If you live in a residential complex, residential park or a retirement village where electricity is supplied via an embedded network, you will be billed for usage by the owner or manager, who is the exempt seller of the electricity.
 
We can investigate issues with exempt sellers, provided your electricity supply is individually metered.

Issues we can investigate include:

  • disputed accounts
  • fees and charges
  • disconnection of supply
  • quality of supply.

Our investigations staff can:

  • review the circumstances that led to the complaint
  • provide you with information about how and what you should be charged
  • try to negotiate a settlement between you and your provider
  • refer you to appropriate organisations that may be able to help with your complaint
  • suggest other ways of resolving the dispute, if necessary.

We will not contact an exempt seller unless you give us authority to do so.

Protections for embedded network customers

Residential customers

The Australian Energy Regulator (AER) guidelines outline customer protections for residents in residential strata, retirement villages, caravan parks and residential parks. They include:

  • flexible payment options if you are experiencing affordability issues
  • 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 embedded networks. If you are a customer of an exempt entity visit the Energy Saver website to see if you're eligible and how to apply.

Retail or commercial customers

The AER guidelines outline protections for retail and commercial customers, including small businesses operating in shopping centres, and include:

  • 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)
  • complaint handling requirements.

How we help embedded network customers

Our jurisdiction allows us to receive and investigate complaints from embedded network customers.

Are you an exempt entity who might need to join EWON? See exempt entities.