Embedded networks

If you are an electricity customer living in an embedded network, you have access to our free, fair and independent dispute resolution service.

This page will tell you the types of embedded network complaints we can consider and what you need to do next if you want to make a complaint with us.

What is an embedded network?

Most people receive their electricity directly from an authorised electricity retailer. However, some people receive their electricity from a privately owned energy network called an embedded network.

Embedded networks are common in retirement villages, apartment complexes and caravan parks. The site owner or operator buys electricity from the grid and on-sells it to the residents.

This owner or operator is called an exempt seller because they need exemptions from the Australian Energy Regulator to operate networks and sell electricity.

A resident who buys their electricity from an exempt seller is called an exempt customer.

If you live or work in an embedded network, you should know your rights and obligations, and who to contact if you have questions.

Issues and problems you can complain about

We can help with:

• high bills and disputed accounts
• credit issues, including default listings
• access to payment plans
• issues with rebates and concessions
• disconnection of supply
• connection issues
• poor customer service.

What to do next

The first thing to do if you have an issue with your electricity is contact your embedded network operator. Their details should be on your bill. You can also search if your embedded network is an EWOQ member by checking our provider search. 

If your issue isn’t fixed or you’re unhappy with the outcome, contact us.

There are some complaints we can’t help with, but someone else can. Find out more about complaints we can and can’t help with.