From 1 July 2026, NSW Government reforms will strengthen protections for customers who receive electricity, gas, hot water or centralised air-conditioning through an embedded network. 

These changes are designed to give embedded network customers protections that are in line with those available to on-market customers that are not in an embedded network. This includes: 

  • stronger price protections
  • clearer information on what prices you pay and your bills
  • better access to advice and help if things go wrong.
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What changes

The reforms will require embedded network sellers to:

  • join the Energy & Water Ombudsman NSW (EWON)
  • publish information about their services and prices
  • follow maximum pricing and new billing standards, once these come into effect.

When 

  • 1 July 2026: Sellers must join EWON and publish information about their embedded network services and prices.
  • In the first half of 2027: Maximum prices and new billing standards are expected to start. We will consult on the timeline for when these requirements start.

What it means

You will have access to free, independent dispute resolution through EWON, if you don’t already, and clearer information about services and prices. 

Sellers may also be subject to maximum prices and new billing requirements from the first half of 2027. IPART will consult on when these new requirements will start. This is to allow a smooth transition and ensure sellers have time to make changes to systems and processes.

Once these changes start, sellers will not be able to charge more than the maximum price set by IPART, and must include the information required by the billing standard in your bill.

Complaints and getting help

If you have a problem or complaint with your embedded network service:

Step 1: Contact your embedded network seller first to try to resolve the issue directly.

Step 2: contact EWON if it is not resolved. EWON provides free, independent dispute resolution and can help billing disputes, service concerns, or complaints about how your seller has treated you.

EWON resolves complaints between customers and embedded network sellers.  You can find more information on how to make a complaint on EWON’s website or call 1800 246 545 for advice or to lodge a complaint.

EWON will refer matters to IPART where they identify that embedded network sellers may have breached their legal obligations, or you can contact IPART directly at electricity@ipart.nsw.gov.au.

Making a complaint to EWON is the best way to have your issue resolved and helps ensure regulators can identify and address problems affecting customers.

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Frequently asked questions
Why are the new regulations being introduced?

The new regulations are designed to improve protections for customers in embedded networks. Customers often have limited choice of energy provider, so the framework introduces stronger price oversight, clearer billing, and access to independent dispute resolution.

 

How do I know if I am in an embedded network?

You may be in an embedded network if you live in a residential complex, residential park or retirement village.

When you move in, your seller must provide written information about your rights, including their contact details. This information should also appear on your energy bill.

If you’re not sure if you’re in an embedded network, contact the company billing you for your energy and ask it directly. You can also contact the manager of your residential complex, retirement village or residential park.

 

What new protections will be available to me?

The new regulations will introduce:

  • maximum prices for electricity, gas, hot water and centralised air-conditioning
  • clearer billing and access to information about your service
  • improved access to dispute resolution through EWON for some customers.

Contact EWON if you need help resolving an existing complaint with your embedded network seller. 

EWON will refer matters to IPART where they identify that embedded network sellers may have breached their legal obligations, or you can contact IPART directly at electricity@ipart.nsw.gov.au. IPART uses complaints and feedback to monitor compliance.

 

Do I need to do anything now?

No. You can continue using your current services.

Your seller will notify you of any price changes, and IPART will provide updates on our website.

 

Will my energy prices go down once the maximum prices start?

Not necessarily.

The regulations aim to ensure customers pay similar prices and receive comparable protections to those outside embedded networks. Sellers can charge at or below the maximum price, but not above it.

Some sellers already charge below these levels and may not need to reduce prices to comply with IPART’s maximum prices.

 

Will my bill be calculated differently?

In some cases, billing may change to improve transparency and better reflect energy use.

We will provide more information before any changes are introduced.

 

Will I have access to support if I am struggling to pay my bill?

Eligible customers, including those in embedded networks, can access NSW Government rebates for electricity and gas.

You can check eligibility and apply through the Service NSW website. 

 

Can I switch sellers?

In many embedded networks, there are barriers to switching. The new regulations focus on improving protections, pricing oversight and transparency.

Other reviews have also made recommendations about how these barriers to switching may be reduced. 

 

Will there be new maximum prices for embedded networks?

Yes. Under the proposed timeline:

  • IPART expects to determine and publish maximum prices for embedded networks in September 2026 (subject to Ministerial approval)
  • these prices are expected to start (come into effect) in the first half of 2027.

Once introduced, these maximum prices are expected to apply across embedded networks, including in residential land lease communities.

 

Will IPART continue to set maximum electricity prices for residential land lease communities?

Yes. IPART will continue to set maximum prices for electricity supplied through an embedded network to residents in land lease communities.

IPART expects to make a new determination of maximum prices for residential land lease communities in September 2026.

This determination would remain in place until the embedded network maximum prices commence.

 

How will IPART’s maximum prices for embedded networks interact with a potential Default Market Offer for embedded networks?

In 2025, the Department of Climate Change, Energy, the Environment and Water published the Outcomes from the review into the Default Market Offer. 

This review recommended that the Default Market Offer (DMO), which set a maximum price for standing offer electricity contracts, be extended to all customers on standing offers and small customers supplied by authorised retailers in embedded networks. These protections are expected to commence from 2027-28. 

The Australian Energy Regulator (AER) has explained that it intends to consult with stakeholders on DMO guidelines and in developing a DMO for embedded networks.

IPART will continue to set maximum prices for embedded network services in NSW. IPART’s maximum prices will cover electricity, gas, hot water and centralised air-conditioning.

 

What if my embedded network seller does not follow the new rules?

You should first raise the issue with your seller. If it is not resolved, you can contact EWON.

You can also contact IPART to share your concerns. IPART may take regulatory action where there is non-compliance.