Active Utilities and Savant Energy provide services under different Australian regulatory frameworks.
The regulator and customer protections applying to you depend on:
where your premises are located;
the service you receive;
the provider or legal entity named on your bill; and
whether your electricity is supplied by an authorised retailer, licensed retailer or exempt seller.
In some embedded networks, Active Utilities or Savant Energy may provide metering, billing, customer service or network-management services on behalf of another entity. Your bill and applicable terms will identify the provider responsible for your account.
National energy regulation
Australian Energy Market Commission
The Australian Energy Market Commission makes and amends the national electricity, gas and energy retail rules.
The AEMC is a rule-making body and does not investigate individual customer complaints.
Australian Energy Regulator
The Australian Energy Regulator regulates authorised energy retailers and AER exempt sellers in participating jurisdictions, including:
the Australian Capital Territory;
New South Wales;
Queensland; and
South Australia.
The AER administers retailer authorisations, retail exemptions and network exemptions and monitors compliance with applicable national energy laws and rules.
State and territory regulation
Australian Capital Territory
The AER regulates authorised energy retailers and AER exempt sellers in the ACT under the National Energy Customer Framework.
The Independent Competition and Regulatory Commission oversees certain ACT-specific energy requirements, industry codes and retail electricity pricing matters.
The precise requirements depend on whether electricity is supplied by an authorised retailer, an exempt seller or through an embedded network.
New South Wales
The AER regulates authorised energy retailers and AER exempt sellers in New South Wales under the National Energy Customer Framework.
The Independent Pricing and Regulatory Tribunal also oversees specific New South Wales requirements for services supplied through embedded networks. These include requirements relating to electricity, gas, hot water and centralised air-conditioning.
Queensland
The AER is the principal retail energy regulator for authorised retailers and AER exempt sellers in Queensland.
Additional Queensland laws and government requirements may apply to matters such as concessions, tenancy arrangements, electrical safety and some regional electricity pricing.
South Australia
The AER is the principal retail energy regulator for authorised retailers and AER exempt sellers in South Australia.
Additional South Australian laws and government requirements may apply to matters such as concessions, tenancy arrangements and electrical safety.
Victoria
The Essential Services Commission regulates licensed electricity and gas retailers in Victoria.
The Commission also administers Victoria’s electricity and gas licensing-exemption frameworks, including requirements applying to embedded-network sellers and suppliers.
Victoria operates under its own retail energy customer-protection framework rather than the National Energy Customer Framework administered by the AER.
Western Australia
Western Australia has its own electricity regulatory framework.
Energy Policy WA currently administers the licensing exemptions relied upon by many electricity on-sellers in single-property embedded networks.
The Economic Regulation Authority regulates licensed electricity providers and is responsible for administering Western Australia’s Alternative Electricity Services framework.
From 1 July 2027, applicable single property network providers will be required to register with the Economic Regulation Authority and comply with the new framework.