NSW Embedded Networks Guide 2026: Apartment Energy Rights

Quick answer: embedded network NSW

An **embedded network NSW** customer is supplied through a private network inside a building or site, rather than directly through the standard retail market. From 1 July 2026, NSW reforms strengthen protections by requiring embedded network sellers to join EWON and publish clearer information about services and prices.

What is an embedded network?

An embedded network is a private energy network that supplies multiple customers at one site. The site operator or embedded network seller buys energy from the grid, then on-sells services to people inside the site.

Common examples include:

• apartment buildings;
• strata schemes;
• retirement villages;
• caravan parks;
• shopping centres;
• sites with centralised hot water or air-conditioning.

Embedded networks can cover electricity, gas, hot water and centralised air-conditioning. This matters because some residents think they are choosing an ordinary electricity retailer when they are actually billed through the building's network arrangement.

What changed in NSW on 1 July 2026?

IPART says NSW Government regulations from 1 July 2026 strengthen protections for customers who receive electricity, gas, hot water or centralised air-conditioning through an embedded network.

The first stage requires embedded network sellers to:

• join the Energy & Water Ombudsman NSW if they are not already members;
• publish information about the services they provide;
• publish prices they charge;
• publish the addresses where they supply services;
• publish energy-efficiency information if they provide centralised air-conditioning.

This gives customers better visibility and a clearer dispute pathway. IPART will monitor and enforce these obligations.

What has not changed yet?

Maximum prices and new billing standards did not start on 1 July 2026. IPART is consulting on the methodology for maximum prices and billing standards for residential embedded network customers, with further implementation expected after approval steps.

This distinction is important. Customers get stronger information and complaint rights now, but some pricing and billing requirements will come later.

How to tell if you are in an embedded network

You may be in an embedded network if:

• your electricity bill comes from a building manager, owners corporation, exempt seller or specialist embedded network company;
• you cannot easily choose from ordinary retail plans online;
• your address does not behave like a normal retail address in comparison tools;
• your building has centralised hot water or cooling charges;
• your lease or strata documents mention an embedded network, exempt seller or on-seller.

If unsure, ask your building manager or seller for the published service and price information required under the new NSW rules.

What to check on your bill

For electricity, check:

• supply charge;
• usage charge in cents per kWh;
• tariff type;
• meter number or account identifier;
• concessions or rebates;
• late payment or admin fees;
• whether GST is shown clearly;
• contact details for complaints.

For hot water or centralised air-conditioning, ask how the charge is calculated. These services may not look like a normal electricity bill, but the seller should still provide clearer information under the reforms.

Complaints and EWON

If you have a problem, contact the embedded network seller first and keep written records. If the issue is not resolved, EWON can provide free, independent dispute resolution for covered embedded network customers.

Common issues include:

• unclear bills;
• disputed meter readings;
• difficulty getting price information;
• payment difficulty;
• service problems;
• confusion about who is responsible for the account.

Can you switch retailers?

Switching can be harder in an embedded network than in the ordinary market. Some customers may have limited practical options because of building wiring, metering arrangements or commercial agreements.

That does not mean you should accept unclear pricing. Ask the seller for current published prices and check whether you can access any retailer of your choice. If the answer is unclear, request it in writing.

Internal next steps

Use `/electricity` for ordinary retail comparison where available, `/guides/best-electricity-deal-renters-apartments` for renter-focused plan checks, and `/guides/can-your-electricity-be-disconnected` if the issue involves payment difficulty or disconnection risk.

FAQ

What is an embedded network in NSW?

It is a private network inside a site where a seller supplies services such as electricity, gas, hot water or centralised air-conditioning to multiple customers.

Where are embedded networks common?

They are common in apartments, strata schemes, retirement villages, shopping centres and caravan parks.

What changed on 1 July 2026?

Sellers must join EWON if required, publish service and price information, and publish the addresses where they provide services.

Are maximum prices already in force?

No. IPART says maximum prices and billing standards will start later after consultation and approval steps.

Can EWON help embedded network customers?

Yes, the reforms are designed to give more embedded network customers access to free independent dispute resolution through EWON.

Can I compare my embedded network plan on CompareUs?

You can compare ordinary retail offers where your address and meter setup allow it, but embedded networks may have limited switching options.

Sources

• IPART: Embedded network services in NSW, https://www.ipart.nsw.gov.au/embedded-network-services-nsw
• IPART: Information for embedded network customers, https://www.ipart.nsw.gov.au/information-embedded-network-customers
• EWON: Embedded network customer support, https://www.ewon.com.au/
• AER: Embedded networks customers, https://www.aer.gov.au/consumers/understanding-energy/embedded-networks-customers

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