Frequently Asked Questions (FAQ)

 
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About Plan
Switching
Over
Swithcing Over
Contract
Matters
Contract Matters
Electricity
Explained
Electricity Explained

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About Plans

Get It Green and Get Sunny

I would like to reduce my carbon footprint, which plan should I sign up?

Thank you for taking the first step with us! Receive a Carbon Offset Certificate simply by signing up Get It Green plan to reduce your carbon footprint! Visit electricity plans for more details.

What is the difference between Get It Green and Get Sunny?

Get It Green plan offers carbon-neutral electricity validated through the retirement of carbon credits which do not possess renewable energy attributes. While Get Sunny plan offers renewable energy validated through the retirement of Renewable Energy Certificates (REC) which is also carbon-neutral by itself.

What is carbon-neutral electricity?

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.

What are carbon credits?

Carbon credits are tradable certificates allowing the owner to emit equivalent amounts of carbon dioxide equivalent gases. Each credit represents a reduction or removal of one tonne of carbon dioxide equivalent achieved by a project.

Where do these carbon credits come from?

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

How do I know the electricity that I am using is carbon neutral?

Sign up to our Get It Green plan or Get Sunny plan and you will receive Carbon Offset Certificate or Renewable Energy Certificate respectively that validate the consumed electricity's carbon neutrality.

Do I need to install solar PV system if I want to sign up to Get Sunny plan?

Simply sign up to our Get Sunny plan and we will retire Renewable Energy Certificates (REC) on your behalf to validate the renewable energy utilized. Each REC represents 1 MWh of renewable energy, and Geneco issues REC from our own solar PV system.

How is the amount of carbon dioxide determined from my consumption of electricity?

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

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Solar PV system

Does Geneco provide solar PV system installation services?

Geneco does not provide solar PV system installation services for residential customers. Consumers installing a solar PV system should engage a Qualified Person (QR) to ensure appropriate physical installation and compliance with regulations. You may want to find out more information here.

I have installed solar PV system on my roof. Can I sign up with Geneco?

Yes, kindly fill in the application for Net Export Rebate which can be found here and submit the completed form to info@geneco.sg.

I am an existing customer and intend to install a solar PV system. How does this affect my current contract with Geneco?

As there will be changes in energy consumption, do kindly drop us a note at info@geneco.sg or reach out to our Customer Service at 6363 6677 after the installation and registration of your solar PV system with Enhanced Central Intermediary Scheme (ECIS). But rest assured, there will be no changes to your current contract with us.

Does Geneco offer buy-back of electricity if there is excess solar electricity generated from my solar PV system?

Geneco does not offer buy-back of electricity. Geneco only charges for the net energy used from the grid at the contractual rate.

If you wish to sell any excess solar electricity to the grid, please visit here for more information.

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Switching Over

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?

Yes you are! All residential households are eligible to sign up with Geneco from 1 May 2019. Sign up now!

Can I sign up on behalf of the rightful electricity account holder?

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. In the course of the sign up, you are required to provide your name and mobile number. At the end of the sign up, you are required to upload a copy of the electricity account holder's latest electricity bill or SP documents for verification purposes. Please note that transfer can only be processed when all the required documents have been received.

How do I upload my latest electricity bill or SP documents?

There are 2 ways to upload your latest electricity bill or SP documents:
(1) After completing the sign up, on the Thank You page, you may immediately upload your latest electricity bill or SP documents.
(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 your latest electricity bill or SP documents there.

How do I switch from SP Services to Geneco?

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

What happens after I sign up?

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 latest electricity bill or SP documents for verification. Transfer can only be processed when all documents have been submitted. Please take note that the transfer process takes approximately 2 to 4 weeks upon receipt of the required documents. You will receive an email, notifying you of the transfer, when it is completed. Yay, you are on your way to great savings!

How long does it take for me to switch over?

After signing up with Geneco, you will be asked to submit your latest electricity bill or SP documents for verification. Upon receipt 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 receipt of your latest electricity bill or SP documents.

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 U-Save rebate?

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.

If I switch to Geneco, what will happen to my security deposit 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 here.

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.

What’s the difference between an AMI meter and a SRLP meter?

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).

My contract is expiring soon. What will happen?

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.

If I have referred someone using my mobile number as the Referral Code, when and where will I receive my referral rebate?

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.

If I have used my friend's mobile number as the Referral Code when signing up with Geneco, when and where will I receive my referral rebate?

Thank you for referring a friend to 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.

I have referred a friend using my mobile number as the Referral Code, why am I not able to view the referral rebate?

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.

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Contract Matters

What happens when I need to terminate the contract early?

Please notify us in writing 30 days in advance. There will be an early termination fee charged, based on your dwelling type. Please refer to your contract on the amount.

Is there a grace period after I’ve signed up?

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

I’m moving to a new address. Will I need to pay the Early Termination Fee?

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.

How do I close my account?

Let us know at least 30 days before your contract expires via our contact form.

Do I have to pay a security deposit?

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

How do I know when my contract ends?

Prior to your contract expiring, you will receive email reminders from Geneco about the available renewal options.

Alternatively, you can find out your contract expiry date via the following:

  1. Log in to Geneco Self-Service Portal
  2. View Manage Contract to check on your contract details

How do I renew my contract?

90 days before your contract expires, you will be able to login to your account via the Geneco Self-Service Portal to find the available plans for renewal.

A simple guide for you on the renewal process:

  1. Log in to Geneco Self-Service Portal
  2. Click on the Renewal reminder banner. You will be brought to Choose Your Premise page.
  3. Click View Renewal Option.
  4. Choose your preferred renewal plan and click “Buy Plan”.
  5. Your details will be auto populated with a summary of your selected renewal plan.
  6. Click Proceed to Renew.
  7. Acknowledge the read and receipt of the Terms and Conditions, Privacy Policy and Consumer Advisory.
  8. Click Agree and Sign Up. You would be on your way to a new Price Plan.

 

Your renewed contract will only take effect after the expiry of your current contract.

If you have forgotten your password, you may request for a reset via Geneco Self-Service Portal.

How far in advance can I renew my contract?

You can renew your contract 90 days before your contract expires.

What happens if I do not renew after my contract expires?

If you do not renew via Geneco Self-Service Portal before your contract expires, your contract will be automatically renewed upon your existing contract expiry with the respective rePower plans as stated below.

If your original contract is: You will be auto-renewed on:
Give Us A Try (DOT) rePower 6 month DOT
Give Us A Try (Fixed) rePower 6 month Fixed
Get It Less 12 rePower 12 month DOT
Get It Less 24 rePower 24 month DOT
Get It Fixed 12 rePower 12 month Fixed
Get It Fixed 24 rePower 24 month Fixed
Get It Fixed 36 rePower 24 month Fixed
Get It Green rePower 12 month Fixed
Get Sunny rePower 24 month Fixed
Get Free Sundays rePower 24 month Fixed
Good Night rePower 24 month Fixed

The electricity rates of our rePower plans are approximately 10% lower than the regulated tariff, subject to change. You will be notified via email of the actual auto-renewal rates 15 calendar days prior to your contract expiry.

Can I switch back to SP Group or to another electricity retailer after my contract expires?

Sure. Please submit your contract termination request with your intent to switch back to SP Group or other retailers via our contact form 30 days prior to your contract expiry to avoid Early Termination Fee charges.

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Electricity Explained

What is kWh?

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

What is SP Grid?

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

What is MSSL?

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.

What is an AMI meter?

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

What is Transmission Loss Factor (TLF)?

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.

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