If you live in an apartment complex, retirement home or a caravan park, your electricity may be delivered through an embedded network.
Embedded networks
Overview
Overview
If you live in an embedded network, you may not be able to choose your electricity supplier but you still have rights.
The amount you can be charged for your electricity is capped. The maximum price for embedded networks is the Victorian Default Offer, which we set annually.
If you have a complaint that you are not able to resolve with your energy retailer, consider getting in touch with the Energy and Water Ombudsman on 1800 500 509. This is a free and impartial dispute resolution service available to Victorian energy consumers.
What is an embedded network?
An embedded network is where electricity is supplied to a multi-tenanted building or area through a privately owned and managed supplier rather than a licenced retailer. Embedded networks tend to buy electricity in bulk and then on-sell it to the customers/occupants of the area or building.
Do you live in an embedded network?
If you live in one of the following, your electricity may be delivered through an embedded network and may be supplied by one energy seller:
- Apartment complex
- Retirement housing such as a retirement village or residential park
- Caravan park
- Other residential or small business multi-tenant area such as a shopping centre
The majority of people selling/supplying electricity through an embedded network need to be registered with us for an electricity licensing exception.
You can search for your address to see if you’re on an embedded network using our Register of Exempt Persons.
Network not registered?
Notify us about embedded networks that may not be registered. If your apartment building or shopping centre has 10 or more residences/tenants and you believe your electricity is supplied by an embedded network not on the register, contact us at exemptionregister@esc.vic.gov.au.
Reporting a potential non-registration is anonymous, no identifiable details are provided when we contact the embedded network seller or supplier.
All caravan parks, holiday parks, residential land lease parks, manufactured home estates and retirement villages with an embedded network must register with us, regardless of how many customers reside at the site.
How does being in an embedded network affect your energy rights?
As an embedded network customer, there are a number of codes and policies in place to make sure you are protected.
Our Energy Retail Code of Practice protects customers in embedded networks. It provided customers in embedded networks with similar protections to other Victorian electricity customers.
The code sets out the following:
- customer contracts
- billing disputes
- payment difficulties
- contents of bills.
(, )
There are also customer protections in our Electricity Distribution Code of Practice that embedded network providers must comply with. These include:
- notifying customers of planned outages
- life support obligations
- voltage standards
- complaints and dispute resolution
- disconnections and reconnection requirements.
(, )
Having trouble paying your energy bills?
Contact your energy retailer as soon as you know you may have trouble paying your electricity and gas bills. Your retailer must offer you assistance. This might include providing you with flexible payment options or referrals to government funded assistance programs and to a free, independent financial counsellor.
Has your embedded network electricity retailer gone out of business?
You can take the following steps to ensure your electricity supply is not affected:
- find an alternative retailer to sell electricity to the embedded network
- organise connection to the main electricity network.
Are you a seller or supplier of electricity for an embedded network?
Anyone supplying, selling, generating or transmitting electricity in Victoria must hold a licence granted by us, or be exempt from that requirement.
Embedded network tariffs
Victorian Default Offer prices apply to embedded network customers and are now the new maximum price for all households and most businesses in embedded networks. This change follows our review of the maximum prices embedded networks and other exempt sellers may charge.
Caravan parks
Long-term or permanent residents (and those with permanent sites) should discuss with their caravan park or site management whether charging to the maximum level is appropriate for their circumstances. There is no requirement to charge at the maximum level in all circumstances. Caravan park residents covered by the Residential Tenancies Act 1997 have protections relating to pricing, including eligibility for concessions.
Got a question?
Send us a question about your energy rights, and talk to us on LinkedIn and Twitter. You can also subscribe to receive email updates from us.
Download this information as a fact sheet
Download the fact sheet in your preferred language.