Frequently Asked Questions (FAQ)

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

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About Plans

I have solar panels installed on the roof of my house. May I switch to Geneco?

Thank you for considering Geneco. Currently, we are still working out the details and unable to accept applications for residential premises with existing solar installations.

Where does your Solar energy come from?

It is produced by PowerSeraya’s very own solar PV system.

Do I need to install solar panels?

No solar panels are required to be installed on your part.

How is the use of solar energy validated?

Geneco will retire Renewable Energy Certificates (REC) in the consumer’s name to validate the renewable energy utilised. Each REC represent 1 MWh of renewable energy.

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

The Get It Green plan offers carbon-neutral electricity validated through the retirement of carbon credits which do not possess renewable energy attributes. Get Sunny on the other hand offers renewable solar energy which is by itself also carbon-neutral.

What does carbon neutral electricity mean?

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?

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.

How do I know that the electricity I use is carbon neutral?

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

Where do these carbon credits come from?

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

Do I need to have an AMI meter for the Get Free Sundays plan?

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.

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

Do I have to pay a security deposit?

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

What happens after my contract expires?

Prior to your contract expiring, Geneco will email you regarding your available renewal options. 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.

We highly encourage you to renew via our Self-Service Portal prior to your contract expiry, to enjoy attractive rates.

If you do not renew via the Geneco Self-Service Portal before your contract expires, you will be automatically renewed on our 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 of the actual auto-renewal rates 15 calendar days prior to your contract expiry.

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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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