Your energy rights in an embedded network
Published on 01 July 2026
From 1 July 2026, new consumer protections are in place for people living in embedded networks across Queensland.
If you live in a caravan park, retirement village, apartment complex, residential park or another property with a shared energy network, these changes are designed to make it easier to understand your energy costs, access support and get help if something goes wrong.
Many people living in embedded networks don't realise they're part of one.
An embedded network is a private electricity network that supplies power to multiple homes or premises within a site, such as a caravan park or retirement village.
What's changed?
The updated energy rules introduce stronger protections for customers living in embedded networks.
Depending on your situation, you may now notice:
- information about the Energy and Water Ombudsman Queensland (EWOQ) on your bills
- easier access to pricing and tariff information
- additional protections and support if you are affected by family violence.
These changes are intended to help customers better understand what they're paying for and where they can go for help if they have concerns about their energy service.
What if you have a problem?
Your first step should always be to contact the person or organisation that sent you your bill.
If you're unable to resolve the issue directly, EWOQ may be able to help.
We provide a free, independent dispute resolution service for energy and water customers in Queensland. We can help with concerns about:
- billing and charges
- payment difficulties
- disconnection
- customer service
- family violence support
- other issues relating to your energy supply.
Not sure if you're in an embedded network?
If you receive your electricity through your caravan park, retirement village, body corporate or property manager rather than directly from an energy retailer, you may be part of an embedded network.
If you're unsure, start by checking your bill or contacting your site manager or provider.
You can also search for your provider on our website. Keep in mind that providers are sometimes registered under a legal or business name that may be different from the name residents know them by. Some providers may also still be in the process of registering with EWOQ.
If you're unable to find your provider, don't worry. Contact us and we'll help point you in the right direction.
To learn more about your rights or to find out how EWOQ can help, visit our page on common embedded network complaints.