Frequently Asked Questions (FAQ)

About plans

The electricity consumed has net zero carbon emissions through the balancing of the measured amount of carbon released with an equivalent amount of offset from the retirement of carbon credits

They are tradable certificates allowing the owner to emit equivalent amounts of carbon dioxide equivalent gases. In this case, each credit represents a reduction or removal of one tonne of carbon dioxide equivalent achieved by a project.

The conversion will be based on the National Environment Agency's latest published Electricity Grid Emission Factor (Average Operating Margin)

By signing up for the carbon neutral electricity plan with Geneco, you will receive certificates that validate the consumed electricity's carbon neutrality.

Geneco purchases carbon credits issued under the Verified Carbon Standard (VCS) Program.

It is not compulsory to install an AMI meter. If you choose to install, you will be able to measure your actual consumption on a half-hourly basis, giving you actual Sundays off. If you are using an analogue meter, you will be given Sundays off based on the daily load profile that Energy Market Authority has developed. To find out more, you can may refer to https://www.openelectricitymarket.sg/residential/metering-options.

Switching to Geneco

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.

Currently, residential customers with postal codes starting with 34-83 are eligible to sign up with Geneco. Postal codes beginning with 01 to 33 are eligible to switch from 1 May 2019 onwards.

Yes, you are able to sign up on behalf of the rightful electricity account holder if you are authorised. You may choose any of our Geneco electricity plans and select the authorisation option at sign up. After completing the sign up, you are required to upload both your IC and the account holder IC (front and back). Please note that transfer can only be processed with all documents submitted.

There are 2 ways to upload your NRIC/FIN:
(1) After completing the sign up, on the Thank You page, you may immediately upload your NRIC/FIN.
(2) Alternatively, after completing the sign up, you may login to the Geneco Self-Service Portal using the email address and password that you used in the sign up process. Click on the left sidebar "Upload Document" and upload photos of your NRIC/FIN there.

Once you are eligible to switch, you may sign up with us. Power the change with Geneco's plans here.

Upon successful sign up, you will receive both SMS and email requesting you to verify your mobile number, email and supply address. You will also be required to upload your NRIC/FIN for verification. Transfer can only be processed when all documents are submitted. Please take note that the transfer process takes approximately 2 to 4 weeks upon submission of NRIC/FIN. You will receive an email, notifying you of the transfer, when it is completed. Yay, you are on your way to great savings!

After signing up with Geneco, you will be asked to submit your NRIC/FIN for verification. Upon submission of this, Geneco will proceed with the verification and begin the transfer process. Please take note that the transfer process takes approximately 2 to 4 weeks upon submission of NRIC/FIN.

You will continue to receive your gas and water bills from SP Services, while Geneco will be billing you for your electricity consumption.

You will still be able to use your U-Save GST Voucher to offset your electricity bills. However, any credits disbursed to you will first be used to offset any outstanding balance with SP Services.

Currently, SP Group collects a security deposit from all consumers when they open their utilities account. The security deposit covers electricity as well as non-electricity (i.e. water and town gas) services.

The amount of security deposit required by SP Group from residential consumers is published at: https://www.spgroup.com.sg/faq?getQues=security+deposit.

When you switch to buy electricity from an electricity retailer, the security deposit with SP Group will be split between your electricity and non-electricity accounts. The amount of security deposit allocated to your electricity account (65% of the security deposit) will be used to offset any outstanding charges with SP Group. Any remaining security deposit allocated to your electricity account will be used to offset future non-electricity charges. Alternatively, you may request SP Group to refund the remaining security deposit allocated to your electricity account to you.

An AMI (Advanced Metering Infrastructure) meter or Smart meter reads your electricity consumption half-hourly. This allows you to remotely monitor the consumption pattern of your household.

SRLP (Static Residential Load Profile) meters, on the other hand, are read by meter readers sent down by SP Services every other month. A national average static load profile will be applied to all SRLP meters (mechanical meter).

Prior to your expiry date, you will receive notifications from Geneco with your renewal options. If we do not hear from you, your contract will be automatically renewed after your expiry date. Geneco guarantees that the renewal rates will be lower than the prevailing regulated tariff. Rest assured, your electricity supply will not be disrupted when your contract expires.

Thank you for referring a friend to the Geneco family!

You may view the detailed breakdown of the rebate earned on the Geneco Self-Service Portal, under "View Geneco Rebates". Please note that you will only receive the referral rebate when both you and your friend have started contracts with Geneco.

Thank you for being part of the Geneco family!

You may view the detailed breakdown of the rebate that you have received on the Geneco Self-Service Portal, under "View Geneco Rebates". Please note that you will only receive the referral rebate when both you and your friend have started your contracts with Geneco.

You will only be able to view the referral rebate on the Geneco Self-Service Portal when both you and your friend have started your contracts with Geneco. If either of you have not, you will not be able to view the referral rebate.

Contract Matters

There will be an early termination fee charged, based on your dwelling type. Please refer to your contract on the amount.

Unfortunately, there is no grace period. Once you have agreed to a contract, you are bound by the agreed terms and conditions.

We know plans change. You will first be charged Early Termination Fee on the supply address which you terminated. There will also be an account closure fee of $10.70 (GST inclusive), collected by Geneco on behalf of SP Services. After you move to your new address and sign up again with Geneco on a new contract, you will be credited the Early Termination Fee that you paid previously.

Let us know at least 10 business days before your contract expires via the Self-Service Portal, our Customer Service Hotline or email.

Security deposit requirements are currently being waived for all residential price plans.

Electricity Explained

kWh stands for kilowatt per hour, which is a basically a measurement for how much energy you’re consuming.

SP Grid is short for Singapore Power Grid, which is the system of interconnected power lines that transport electricity from generators to consumers.

MSSL stands for Market Support Services Licensee, which in Singapore’s case is SP Services Ltd. They provide services such as the settlement of bills, meter reading, data management, and customer transfer services.

Advanced Metering Infrastructure (AMI) meters allow electricity consumption to be measured at half-hourly intervals, resulting in more accurate readings.

Transmission Loss Factor (TLF) accounts for the energy that’s lost as electricity passes through the system to get to your house. Normally, TLF charges are passed through to the consumer. However, at Geneco, we bear the charges, so that you don’t have to.

Contact details

1 Harbourfront Place
#16-06 Harbourfront Tower One
Singapore 098633

Phone: 63190422
Fax: 63636600
Email: info@geneco.sg

Interested in powering your home with Geneco?

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