Embedded networks are private energy networks that supply energy to homes or businesses within one area, such as an apartment building, shopping centre, caravan park or retirement village. Usually, the operator of the embedded network buys gas and/or electricity in bulk from a retailer and then sells it to customers inside the embedded network.
Since 1 July 2018, embedded network operators in Victoria must join our scheme as members.
From 26 May 2025, gas embedded network operators in Victoria must join our scheme.
On this page:
Information for embedded network customers
Embedded network customers have most of the same rights and protections as other energy customers.
The operator of your embedded network must sell and supply your energy in line with its obligations under the Energy Retail Code of Practice and either or both of the Electricity Distribution Code of Practice and the Gas Distribution Code of Practice.
Your embedded network operator’s obligations may include:
- billing, including what needs to be included on bills, frequency of bills, payment methods, undercharging and overcharging, additional retail charges and merchant fees
- payment difficulties assistance and payment plan options if you're struggling to pay your electricity bills
- what needs to be included on reminder notices and disconnection warnings
- limits and requirements related to abolishment of the gas connection
- when and how your embedded network can and cannot disconnect your energy, and
- life support equipment requirements.
Many embedded network owners or operators use a manager to send bills and provide customer service. Some of the larger managers are WINconnect, Energy On, Active Utilities, ENSA, Energy Intelligence, SUPA Energy, Network Energy Services and Seene. If you receive bills from any of these companies, you’re in an embedded network.
Customers in embedded networks have the right to transfer (or switch) to a different company but, in practice, there are barriers to switching. If you’ve tried to switch but are having problems, contact us. We can look at the steps that you, your embedded network operator and your chosen retailer have taken to try to enable switching, and help work out the next steps to take.
If you live in an embedded network and you have a complaint, visit our Start a complaint page for more information.
Information for embedded network operators
Since 1 July 2018, electricity embedded network operators in Victoria must join our scheme as members. From 26 May 2025, gas embedded network operators in Victoria must join our scheme.
By joining EWOV as a member, your customers have clear consumer protections and access to a free and independent dispute resolution service.
Visit Joining EWOV or more information.