From 1 July 2026, exempt sellers will be required to follow new rules:
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include EWON’s contact details on their energy bills
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publish customer energy prices on their website
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provide family violence policies that explain how customers will be supported.
What is an exempt seller?
Residents of most retirement villages, residential land lease communities, and some apartment complexes receive energy through exempt sellers. If you’re not sure whether your energy provider is an exempt seller, contact your onsite manager, or the company that sends out your energy bill.
Read more about living in an embedded network.
Ombudsman contact details on bills
Most exempt sellers will be required to include EWON’s phone number and website details on customer energy bills.
If you have questions or concerns about your energy bill, you need to contact your energy provider and raise the issues with them first.
If you live in a residential land lease community with less than 30 residential sites, the exempt seller is not required to put EWON’s contact details on your energy bill. However, you can still contact EWON, provided you contact the operator/owner first.
You can make a complaint to EWON if your energy provider did not:
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fix the problem
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you weren’t satisfied with their response.
Visit making a complaint to EWON for more information.
Information on prices
Exempt sellers are required to publish information on their websites about:
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energy prices and charges
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a percentage comparison of customer energy prices to the local area retailer’s standing offer.
If an exempt seller uses a billing agent, the billing agent must publish this information on its website.
If an exempt seller does not have a website, they must display this information in an accessible location, like a communal area.
For information on standing offers, search your address or postcode on Energy Made Easy. Your local area retailer is:
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EnergyAustralia if you live in Ausgrid’s network area
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Origin Energy if you live in Endeavour Energy or Essential Energy’s network area.
Family violence support
Exempt sellers are now required to provide family violence policies that explain how they will support their customers. These protections are similar to what’s already in place for retail customers. For more information about support for customers experiencing family violence, see EWON’s factsheet.
