Frequently Asked Questions
Will my electricity supply be disrupted if I switch over?
No. SP PowerAssets (SPPA), as the transmission licensee, remains responsible for the physical delivery of electricity supply to your premises regardless of whether you are with SP Services or Geneco.
Hence, you will continue to enjoy the same quality, safety and reliability of electricity supply if you choose to purchase from private retailer. However, if you have requested for a meter change, there may be a down time of less than 30 minutes during the meter installation.
Am I eligible to switch to Geneco?
Starting from April 2018, households in the Jurong area with postal codes starting with 60, 61, 62, 63 and 64, will be able to sign up with a private electricity retailer. For households not within these postal codes, you can either pre-register with us, or switch over to us starting from the second half of 2018 when the market is fully liberalized.
How do I switch from SP Services to Geneco?
How long does it take for me to switch over?
Once the signup process is complete via signup, your account will be transferred to us after 5 working days. However, if you have requested to change your current meter to an AMI meter, it will require one month for the process to be completed.
How will my existing utilities with SP Services be affected if I switch over to Geneco?
You will continue to receive your gas and water bills from SP Services, while Geneco will be billing you for your electricity consumption.
What will happen to my USave Credits?
You will still be able to use your U-Save credits to offset your electricity bills. However, any credits disbursed to you will first be used to offset any outstanding balance with SP Services.
What’s the difference between an AMI meter and a SRLP Meter?
An AMI meter(Smart Meter) is able to read your consumption every half an hour,which allows you to very accurately monitor the consumption pattern of your household. SRLP meters on the other hand, are read by meter readers sent down by SP Services every other month.
What will happen when my contract expires?
Unless we advise otherwise, your contract will be automatically renewed with no fixed term and the default applicable price plan will be our prevailing Discount Off Tariff (DOT) Evergreen Plan*. Your electricity supply will not be disrupted when your contract expires. See everGreen Factsheet
*Our tariffs are revised every quarterly.
What happens when I need to terminate the contract early?
Depending on the circumstances leading to the termination, there will be an early termination fee levied. For more information, please log your enquiries via the self service portal, or contact us via our Customer Service Hotline or email us.
Is there a free look period if I have completed the signup process?
Once the signup process is completed, you agree that the contract is binding.
Can I transfer the Security Deposit with SP Services to Geneco?
As Geneco is a private company, you will have to contact SP Services through their Customer Service Hotline to request for a refund.
What happens if I need to move house? Do I need to pay the Early Termination Fee?
No Early Termination Fee will be charged, so long as you sign up a new contract for your new premise. The duration of the new contract should at least cover the period of remaining months from the old contract. The commencement date of the new contract should not be later than 6 months from the termination of the previous contract. There will be a processing fee levied to transfer your contract to another premise.
How do I close my account?
Notify us at least 10 business days before your contract expire via the self service portal, our Customer Service Hotline or email.
When will I receive my first invoice from Geneco?
Your first invoice will available in the Geneco Self Service Portal approximately 45 days after the contract start date.
Can I have my electricity bills in soft copy instead of receiving it by post?
You will receive an email notification that your invoice is ready for viewing. You may view and download your invoices from the self service portal. You will not receive any hard copy invoices.
What options do I have to pay my bills?
You can pay them using the following methods:
- Giro - Setting up your Giro arrangement is instantaneous. Simply log into your account and set it up in 3 easy steps.
- Credit Card - This service will be available soon.
- AXS - you can pay using AXS online, kiosk, or download the mobile AXS application.
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