Changes to Embedded Networks and Disconnection Rules (Australia only)
The Australian Energy Regulator (AER) has released its final decision on the Review of the Exemptions Framework for Embedded Networks. Here’s a summary of the changes that affect Utilmate—and may also impact your business.
What's new
Family Violence Protections
From 1 January 2026, exempt sellers must also comply with family violence obligations, in addition to existing hardship obligations—just as authorised retailers do. In Utilmate, you can register family violence in the Customer Details, Hardship/Family Harm screen. For more details, see our Knowledge Base article Family Harm - add or edit.
Increased Pricing Transparency
From 1 July 2026, some exempt sellers will be required to publish their customer tariffs and the percentage variation from the local area retailer’s standing offer. Utilmate can display pricing information at the end of the MyAccount move-in flow and in customer welcome packs. Contact our support team to have these features enabled. You can check our Knowledge Base article MyAccount Move In.
Credit Card Payments
For clarification, credit card payment fees are considered a “charge” under Condition 7(3), which prohibits an exempt seller from imposing any charge on an exempt customer that is not charged by the relevant local area retailer.
Improved Communication on Bills
From 1 July 2026, some exempt sellers will be required to include ombudsman scheme contact details on customer bills. In Utilmate, this can be easily enabled using the built-in message feature. Contact our support team to have it activated. Refer to our Knowledge Base article Invoice Messages.
AER Reporting Requirements
From 1 July 2026, some exempt sellers will need to report annually to the AER their residential customer numbers.
What You Can Do
- Reach out to Compliance Quarter if anything seems unclear or if you’d like help understanding these changes.
- Share feedback—we’re here to support you through these enhancements.
Minimum Disconnection Amount Increasing
The Australian Energy Regulator (AER) has finalised its review of the minimum disconnection amount. From 1 July 2026, the threshold will increase from $300 to $500 (including GST).
This means electricity and gas customers in the ACT, NSW, QLD, SA, and TAS may only be disconnected for non-payment if their outstanding balance is at least $500 (including GST), and a repayment agreement has been established with their retailer.
The current $300 (including GST) threshold remains in place until 30 June 2026.
What You Can Do
- Review your systems and processes and implement any required changes before the new minimum disconnection amount takes effect.
What Utilmate Will Do
- System settings will be automatically adjusted so that disconnection notices are triggered at an outstanding balance of $500 (including GST) .