Bastion Insights - Review of the exemptions framework for embedded networks research report - May 2024

For the review, we instructed market research consultants Bastion Insights to support us in our consideration of policy options by conducting qualitative and quantitative research into the experiences of embedded network customers. This work comprised online discussions with around 50 embedded network residents, detailed analysis of around 100 embedded network customer bills, and a survey to compare outcomes between embedded network and retail market customers. 

Bastion Insights’ final report, Review of the Exemptions Framework for Embedded Networks Research Report, was published alongside the draft decision on 17 March 2025.

Additionally, we instructed family violence specialists Safe and Equal to support us by providing expert advice on implementing practical family violence protections for customers of exempt sellers. Safe and Equal’s advice was based on engagement with survivor advocates and exempt sellers. 

Safe and Equal’s report, Policy Advice on Family Violence Obligations for Exempt Sellers, Final Report, July 2024, was also published alongside the draft decision.