The NSW Government has asked IPART to recommend appropriate price protections for customers supplied electricity, gas or hot or chilled water through an embedded network. We have also been asked to recommend whether new hot and chilled water embedded networks should be prohibited.

There are currently few limits on the prices paid by customers in embedded networks, and it is difficult for individual customers in embedded networks to switch retailers if they are unhappy with their supplier. Some embedded network customers have received high bills, with limited avenues for dispute resolution.

Other embedded network issues are being considered as part of the NSW Embedded Network Action Plan, which aims to provide more equitable consumer and price protections for embedded network customers.

We encourage you to take our survey if you are a customer in an embedded network to share your experience and views.

Submissions to this paper are due by 11 September 2023. We encourage you to attend our online stakeholder workshop on 21 September 2023. There will be a further opportunity to make a submission to our Draft Report in November, before we finalise our recommendations in March 2024.

See also:

Consumer survey

Media release

Industry consultation paper