If you live in an apartment complex, retirement home, or caravan park, or you are a tenant in a shopping centre, you may receive your electricity via an embedded electricity network. Ensure you are aware of your rights and appropriate prices for electricity in embedded networks.
Information for embedded electricity network customers
If you live in an apartment complex, retirement home, or caravan park, or you are a tenant in a shopping centre, you may receive your electricity via an embedded electricity network.
The Victorian Government has changed the rules for anyone selling or supplying electricity via embedded networks. These changes have been designed to give customers in these networks access to better consumer protections.
Ensure you are aware of your rights and appropriate prices for electricity in embedded networks by following these steps:
- Check whether you live or operate in an embedded network by looking at our public register.
- Check how much you can be charged for electricity. You can do this by looking up your area's standing offer tariff, as you cannot be charged more than this amount in an embedded network.
- Learn about your rights and protections. If you have a complaint that has not been resolved, you should raise it with the Energy and Water Ombudsman Victoria.
Check whether you live or operate in an embedded network
Many people selling or supplying electricity via an embedded network are now required to register with us for an electricity licensing exemption. Our public register includes the customer contact details for electricity sellers and suppliers.
Use your address to search the public register and see if your electricity is supplied via one of these networks. The register will allow you to find the contact details of your electricity supplier. Your seller may also be registered if your electricity is individually metered (i.e. you pay for it as a separate charge, not as part of your rent).
Notify us about embedded networks that may not be registered
If there are 10 or more or residences or tenancies in your building or complex and you believe your electricity is supplied via an embedded network but you can't find the details on the register, please contact us at email@example.com. If you report a potential non-registration, we will not reveal your identity or provide any of your details when we contact the supplier.
Some embedded networks may not need to be registered
If there are less than 10 residences or tenancies in your building or complex, you may still be supplied with electricity via an embedded network. However, the seller and supplier are not required to register with us. Even if they are not on the register, they still need to abide by rules that protect your consumer rights.
Check how much you can be charged for electricity
You can do this by looking up your area's standing offer tariff, as you cannot be charged more than this tariff in an embedded network.
Find out more about the price you can be charged for electricity by following these steps:
- Look up your electricity distribution zone by visiting the Department of Environment, Land, Water and Planning's electricity distributors web page. Use your address to find your distributor.
- Once you have your distributor, use the table on this page to find your local area retailer.
- Your local area retailer will have a standing offer for customers in your area. This price is the highest price you can be charged if you live in an embedded network. You can find out what these standing offer rates are by visiting the links below and looking for daily/supply charges and usage/consumption charges or tariffs. The rates may also differ depending on whether you are a small business or not.
|Distribution zone||Local area retailer|
|AusNet Services (formerly SP AusNet) - Outer northern and eastern Melbourne, eastern Victoria||EnergyAustralia|
|Citipower - city and inner Melbourne||Origin Energy|
|Jemena - northern and north-western Melbourne||AGL|
|Powercor - western Melbourne and Victoria||Origin Energy|
|United Energy - southern Melbourne and Mornington Peninsular||AGL|
Learn about your rights and protections
We are currently reviewing the obligations in our energy code that protect customers. The review aims to make the rules around customer protections clearer in relation to embedded networks. We are seeking your feedback on our proposed protections until 10 August 2018. You can read our quick guide to customer proposed protections or refer to our Energy Retail Code obligations for exempt sellers under the General Exemption Order 2017: Draft Decision for detailed information.
In addition to our review, the government's changes also provide you with new protections. These include:
- The person who sells you electricity needs to get your explicit and informed consent before creating an agreement for the sale of electricity. This means that they must clearly tell you how much you will be paying, any terms or conditions that the sale is subject to, and they need to make sure you agree to these terms.
- From July 1 2018, if you have a problem with the sale or supply of your electricity that hasn’t been resolved directly with your provider, you can get help from the Victorian Energy and Water Ombudsman.