Embedded networks - EnergyInfoHub

If you live in an embedded network, there are a few important things you need to know.

An embedded network is a private electricity network where all homes in a building or site get their electricity from the same provider.

Embedded networks can be found in apartment buildings, retirement villages and caravan parks.

Some things work differently for residents in embedded networks compared with other energy customers. This page explains what you need to do to keep your bills manageable.

Prefer help with this? You don’t have to work it out on your own. You’ll find details about the Energy Assistance Program on this page, which offers free, independent help for people in embedded networks.

1. Energy Concessions

These cards are eligible for energy concessions

The way energy concessions are applied in embedded networks depends on who provides your electricity.

1. Check the company name on your electricity bill. Is it Origin Energy?

Yes
No

Origin Energy can apply your energy concession directly to your bill.

If you have a:

Health Care Card
Pensioner Concessions Card, or
Veterans’ Affairs Gold Card?

» contact Origin Energy and ask them to add your concession card to your account.

Whenever you receive a bill

It’s important to check that the word ‘Concession’ appears on your bills. You will usually find this in the credits section.

✅ If ‘Concession’ is printed on your bill, you’re receiving your concession entitlement.

❌ If it’s not there, you could be missing out on money you’re entitled to.

If your concession is missing

Contact Origin Energy and ask them to check your concession card has been added to your account.

Ask for your concession to be backdated for up to 12 months, if you were eligible but didn’t receive them. Any missed concession amounts will be added as credits on your next bill

Keep your details up to date

It’s important to tell Origin Energy whenever you receive a new concession card

You do not receive energy concessions automatically.

You must apply every year to get money back on what you’ve paid for electricity.

To apply, you will need:

Your concession card

Copies of your electricity bills from the past year

It’s a good idea to apply every January, as this allows you to get money back for what you spent on energy in the previous year.

To apply:

» Complete an application either:

Through your online MyGov account (this guide shows you how to link Victorian concessions to MyGov), or

By filling out this application form

2. Help if you’re struggling to pay

Save money on your energy bills with Victorian Energy Compare

If you are having trouble paying your electricity or hot water bills, help is available.

The Non-Mains Utility Relief Grant Scheme gives embedded network customers up to $1,300 every two years to reduce any money you owe on your electricity and hot water bills.

You can apply for this grant if:

Your name is on the energy bill
You have a concession card or a low income
You have had unexpected increases in costs or decreases in income

The grant is also available for anyone who has experienced family violence.

To apply:

» Complete this online application, or call the Concessions Information Line on 1800 658 521

You will need to include a copy of your most recent electricity bill (showing the amount you owe) with your completed application.

Get help early:

» If paying your energy bill is difficult, call your energy company and let them know – they are required to help.

When you call, tell them you’re having payment difficulties and ask what help they can offer.

3. Saving energy at home

Even in an embedded network, you still have control over how much energy you use.

Small changes can help you reduce costs without losing comfort, especially during winter when heating is important for your health.

» Find simple, comfort-friendly ways to use less energy on our Saving Energy page.

The Energy Assistance Program

Need a hand?

Not sure what support may be available, whether you’re eligible for concessions, or what options you have if you’re struggling with your energy bills?

The free and independent Energy Assistance Program can help you work through your options and get the support available to you.

📞 Call the Energy Assistance Program: 1800 161 215

Or learn more about the Energy Assistance Program