Embedded Network Rights & Access to Retailers

1. What is an Embedded Network?

An embedded network is a private electricity network that operates within a larger site, such as an apartment building or strata complex. Key characteristics:

• The building purchases electricity in bulk from an authorised retailer
• Electricity is then distributed to individual apartments/units
• Individual residents are "embedded network customers" not direct customers of the retailer
• Billing is managed by Enebill on behalf of the body corporate

Advantages: Embedded networks often provide lower rates than retail prices and simplified billing for strata developments.

2. Your Rights

As an embedded network customer in Queensland, you have specific rights under the National Energy Retail Law (NERL) and AER Exempt Selling Guideline:

• Right to information: Clear billing with usage details and charges
• Right to complain: Access to EWOQ for dispute resolution
• Right to hardship assistance: Payment plans and support if experiencing difficulty
• Right to choose: In many cases, right to request connection to an authorised retailer
• Life support protections: Additional protections if you rely on life support equipment
• Disconnection protections: Cannot be disconnected without proper notice and process

3. Access to Authorised Retailers

You may have the right to request a direct connection to an authorised electricity retailer of your choice, subject to certain conditions:

• Physical feasibility of installing a separate meter connection
• Network capacity to support individual connections
• Approval from your body corporate (as infrastructure changes may be required)
• Costs of connection and ongoing network charges

Important: Switching to a direct retailer may not always be cheaper once connection costs and network charges are factored in. We recommend comparing total costs before making a decision.

4. How to Request Retailer Access

If you wish to explore connecting to an authorised retailer:

1. Contact Enebill: Email retaileraccess@enebill.com.au or call [Insert phone number]
2. Feasibility assessment: We will assess whether a direct connection is physically and economically feasible for your unit
3. Consult your body corporate: You may need approval for infrastructure changes
4. Obtain quotes: We will provide information about connection costs and coordinate with the distribution network
5. Choose a retailer: If feasible, you can select an authorised retailer and arrange the connection

5. Costs and Timeframes

Potential costs include:

• Connection fees (installation of dedicated meter and wiring)
• Network use of system (NUOS) charges
• Exit fees from the embedded network (if applicable)
• Retailer establishment fees

Timeframes: The process can take 4-12 weeks depending on technical complexity and approvals required. We will keep you informed throughout the process.

No penalties: Enebill will not charge unreasonable exit fees or penalize you for requesting access to a retailer. Any fees charged will be limited to actual costs incurred.