Your Partner in Embedded Energy Networks Powering Australia’s Sustainable Future

Embedded networks are private electricity systems designed to supply multiple ‘child’ or ‘off-market’ meters through a shared ‘parent’ or ‘market’ meter that connects to the main grid. Common examples include shopping centres and apartment complexes. Energy Bay is an exempt network service provider under the Australian Energy Regulator (AER) guidelines and many embedded networks operated by Energy Bay integrate on-site energy generation, enabling tenants to access solar electricity throughout the day. This reduces dependence on grid-supplied energy, advancing sustainability and promoting the use of renewable sources.

Yes, supply within an Embedded Network is typically as reliable as a standard network, since the primary source of electricity is from the main grid. Embedded Networks are governed by the Australian Energy Regulator (AER), the same authority responsible for regulating the main grid.

Payment Terms: As a customer within an embedded network, you are responsible for paying for the electricity consumed, along with any associated costs, including daily supply charges.

Payment Options: We offer multiple payment methods, which are detailed on your bill. Additionally, flexible payment options such as payment plans and bill smoothing are available to assist with managing your payments. If you are experiencing difficulty in making payments, it is your responsibility to communicate with us. We are committed to supporting you in making bill payments manageable, so please don’t hesitate to reach out for assistance.

Faults and Emergencies: It is important to know who to contact in the event of faults or emergencies:

• For immediate emergencies, please call 000.
• For faults within the embedded network, you can contact us on 03 9967 1618.
• For faults in your local network service provider (LNSP) area – contact your local service provider (responsible for operating the poles and wires).

If you are leaving, please ensure you contact us and provide your forwarding address for the final bill. Advance notice is necessary to facilitate the preparation of your final bill and the closure of your account.

Yes. You have a right to choose your own retailer, even within an embedded or exempt network. This allows you to enter into an energy-only contract with an authorised electricity retailer. An energy-only contract means that you are only paying for energy consumption. This may be something that another electricity retailer (i.e., other than Energy Bay) is able to provide you.

If you have an energy only contract with an authorised electricity retailer:

1. You will still be required to pay us for the use of the embedded network (the supply of electricity). We will send you bills for this.
2. We will remain responsible for the supply of electricity from the gate meter to you.
3. You will end up paying two separate bills. Your bill to Energy Bay will cover your embedded network charges, and your retailer of choice will charge you for grid electricity consumption.
4. Separate metering may also need to be installed to enable grid electricity supply via another retailer.

We are classified as an Exempt Network Service Provider and are not bound by all the obligations placed on authorised retailers. Instead, we are bound by specific conditions applicable to Embedded Networks that we must follow to provide you with similar protections to those under the national electricity retail law.

You can access the ‘Small Customer Embedded Network Terms and Conditions’ here.

We are committed to continuous improvement and truly value your feedback. Whether you have a concern or would like to share something positive, we welcome your input and look forward to hearing from you. If our service has not met your expectations, we encourage you to contact us at info@energybay.com or call 1300 452 285 so we can make things right. Your feedback helps us grow, and we are committed to addressing it with care.

For more information on how we handle and resolve customer concerns, please refer to our Group Complaint Management and Resolution Policy.