The Energy and Water Ombudsman Queensland (EWOQ) is a free, fair and independent dispute resolution service for unresolved complaints with your electricity, gas or water supplier. Before you contact EWOQ with your complaint, you must first try to resolve the problem with your electricty, gas or water company.
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Embedded networks

The rules about embedded networks are under review in Queensland. The Australian Energy Regulator (AER) has revised its Retail Exempt Selling Guideline and Electricity Network Service Provider – Registration Exemption Guideline.

The Queensland Government is considering changes to allow EWOQ membership for exemption holders and to provide access to exempt customers. While we are currently unable to investigate complaints from embedded network customers, we may be able to do so in the future. 

Provide your details in the form below and we’ll send you more information as it becomes available.

If you are an exemption holder or applying for an exemption from the AER and would like to talk to us about any issues, please call us on 1800 662 837. 

What is an embedded network?

Most people purchase electricity directly from a licensed energy retailer, but some Queenslanders receive their electricity from a privately owned energy network, called an embedded network.

Embedded networks are common in retirement villages, apartment blocks, caravan parks and shopping centres. At these sites, the electrical wiring is configured so the owner of the premises purchases electricity from the grid and on-sells it to the tenant or resident.

Most people who on-sell energy to an embedded network are called exempt sellers. The AER has allowed these entities to be exempt from holding a retail authorisation as energy retailers.

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We are working to improve access to our services for embedded network customers. Subscribe to receive more information about embedded network changes in Queensland as it becomes available.