Meeting your obligations – Exempt sellers
If you operate an embedded network or supply electricity to residents under an energy exemption, recent regulatory changes mean there are new obligations you need to understand and prepare for.
This page brings together practical guidance for exempt sellers and embedded network operators in Queensland, explains what’s changing and points you to the support available to help you comply.
What’s changing and why
The Australian Energy Regulator (AER) has updated its exemption framework to strengthen protections for people living in embedded networks.
These reforms introduce new and expanded obligations for many exempt sellers, with some changes already in effect and others applying from 1 July 2026.
The changes are designed to:
- improve transparency for customers
- strengthen support for vulnerable customers, including people affected by family violence
- ensure embedded network residents know how to access dispute resolution.
While the AER leads regulation and enforcement, EWOQ supports awareness, education and access to independent dispute resolution.
Who this page is for
This information is relevant if you are:
- an exempt seller supplying electricity to residential customers
- an embedded network operator or owner
- a body corporate, retirement village operator, caravan park operator or similar
- a billing agent or manager acting on behalf of an exempt seller.
Not all obligations apply to every operator. What you need to do depends on:
- the type of exemption you hold
- how many customers you supply
- whether you are responsible for selling energy, operating the network, or both.
Key changes that exempt sellers should be aware of
Depending on your circumstances, new obligations may include:
- having and offering a family violence support policy
- including ombudsman contact details on customer bills
- meeting tariff visibility and pricing information requirements
- complying with updated exemption classes and conditions
- understanding new or expanded reporting requirements for some operators.
Some obligations apply now, while others commence from 1 July 2026.
What you should do now
If you are an exempt seller or embedded network operator, you should be using the lead‑up to 1 July 2026 to:
- check which exemption applies to you
- understand which new obligations affect your business
- review and update your complaint handling processes
- make sure customers are clearly told how to contact EWOQ if a complaint can’t be resolved
- update bills, notices or customer information where required.
Being prepared early will make compliance easier and reduce the risk of disputes later.
Practical guidance: priority actions
We’ve published an article outlining priority actions exempt sellers should be taking during the preparation phase.
This article covers:
- what’s changing under the AER reforms
- key deadlines to be aware of
- practical steps to prepare ahead of 1 July 2026.
Read our article on new energy obligations: what embedded network operators should do now.
How EWOQ can support you
EWOQ is here to help exempt sellers and embedded network operators by:
- supporting understanding of complaint handling and dispute resolution obligations
- helping you communicate clearly with customers about EWOQ
- resolving complaints independently where issues can’t be resolved directly.
If a customer contacts us, we’ll consider your obligations as they apply at the time of the complaint.
Frequently asked questions
Do all exempt sellers have new obligations under the AER changes?
No. While many exempt sellers are affected by the reforms, obligations vary depending on the exemption type, customer numbers and whether you are a seller, network provider or both.
When do the new obligations start?
Some changes took effect from January 2026, with key obligations applying from 1 July 2026. Different requirements may have different commencement dates.
What are my main priorities before 1 July 2026?
Most exempt sellers should focus on:
- understanding which obligations apply to them
- reviewing complaint handling processes
- ensuring customers know how to contact EWOQ
- updating bills or customer communications if required.
Do I need to include EWOQ contact details on customer bills?
Many exempt sellers will need to include ombudsman contact details on bills from 1 July 2026, depending on their exemption type and customer numbers.
What are the family violence obligations?
Some exempt sellers must have a family violence support policy in place and offer support to affected customers. These requirements are designed to align protections for embedded network residents with those available to other energy customers.
I use a billing agent or manager — who is responsible?
Even if you use a billing agent or embedded network manager, the exempt seller remains responsible for meeting regulatory obligations. Agents can assist, but responsibility cannot be transferred.
Do these changes affect how complaints are handled?
Yes. Clear complaint handling processes and access to EWOQ are a key part of the reforms. Customers must be told how to escalate unresolved complaints to EWOQ.
Do I need to join the EWOQ scheme because of these reforms?
Many exempt sellers are already required to be EWOQ scheme participants. The reforms reinforce the importance of access to dispute resolution but don’t replace existing membership requirements.
What happens if I’m not ready by 1 July 2026?
The AER is responsible for compliance and enforcement of exemption conditions. Being prepared early reduces the risk of non‑compliance and customer disputes.
Where can I find official guidance on the new requirements?
The AER publishes detailed guidance and exemption conditions. We recommend reviewing the AER’s exemption guidelines alongside the information on this page.
Can EWOQ tell me exactly which obligations apply to my business?
EWOQ can help explain how obligations relate to complaint handling and dispute resolution, but we can’t provide legal advice. For regulatory interpretation, refer to AER guidance.
Need more help?
We’ll continue updating our guidance as the reforms progress and as new questions arise.