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Househ​​​old FAQs

 

Switching process

Am I eligible to switch?

Starting on March 19th, households in Jurong can apply to switch to Senoko Energy.  Your contract start date will be after April 1, 2018.  To be eligible, your household premise needs to be within the areas with postal codes starting with 60, 61, 62, 63 and 64.

For households outside of Jurong,  you will only be able to switch electricity provider after the EMA officially liberalised the electricity market for your area.​

Please refer to the Open Electricity Market website for more information about the launch in Jurong.

To sign up for our limited time offers, check out Senoko Energy electricity home plans to view and sign up for our plans available for Jurong resident

I'm interested to switch to Senoko Energy but i'm not a Jurong resident. What can i do?

We certainly welcome non-Jurong residents. You can express your interest to sign up by filling up this Senoko Energy Contact us form here.

We will let you be the first to know once the Open Electricity Market fully opens to the rest of Singapore

How do I switch from SP to Senoko Energy?

Switching to Senoko Energy is easy. Simply just click on our Senoko Energy electricity home plans page to view and sign up for our plans. You can also sign up easily by calling us at 1800 688 8888.

You will need to have these items ready:
- SP or MSSL account number (Retrieved from your SP Group Bill here
- Applicant’s NRIC number and scanned images of ID (back and front)
- Household contact and address
- Last month’s electricity bill
- Address of premise to which electricity is supplied

In addition, You will be able to switch regardless of whether you are using AMI or SRLP meters.

What is needed to switch to Senoko Energy?

You can get ready these documents during sign up:
- SP or MSSL account number (Retrieved from your SP Group Bill here
- Applicant’s NRIC number and scanned images of ID (back and front)
- Household contact and address
- Last month’s electricity bill
- Address of premise to which electricity is supplied

Who can sign up online now?

Currently, the online sign up is only available for residents staying in Jurong. Once the Open Electricity Market extends to the rest of Singapore, the online sign up will be available to all residents.

For more information, visit the EMA Open Electricity Market page here.

How long will the switching process take?

Once we receive your application with the updated information and supporting documents, it will take around 6 business days for the plan to take effect.

Do note that if there is a request to change meter from a SRLP to AMI, it will require a total of 30 calendar days for the process to be completed.

Will there be a disruption in my electrical supply?

There will not be any disruption to your electrical supply when you switch to Senoko Energy.

Switching to Senoko Energy does not require any form of installation at your premise.

Unless there is a change in the meter type required, the disruption will be less than half an hour.

Do I have to change my meter

It is not necessary for you to change meter to enjoy Senoko Energy services for households.

What will happen to my gas and water supply if I were to switch electricity retailers?

You will get a separate bill for your electricity charges from Senoko Energy. Your gas and water supply will continue to be billed by your existing provider.

What are the meter types available and what's the difference

There are two meter types in the market; SLRP (cumulative) meter and AMI meter. AMI meter is a smart meter that reads electrical consumption remotely at half hourly intervals. While SLRP meters are read once every two months.

You can read more about the meter types and their functionality at EMA Metering option page

Electricity charges, fees and deposits

Is a security deposit required to switch to Senoko Energy?

Security deposit is waived for all Senoko Energy home plans. This means you can switch and sign up with us without any additional fees at all.

View more of our Senoko Energy Factsheet to understand more about our plans terms and conditions

Will there be early termination charges?

In the event of early termination, an early termination fee will be charged as follows:

For more information on termination charges, please refer to our standard terms and conditions here.

Account, and contract

How do I update my person particulars?

You may update your personal particulars by logging into your Senoko Energy account here

Where can I view details about my account, payments, and billing details?

You can view these details by loggin into your Senoko Energy account here

I am moving to a new premises. How do I transfer my service?

Contact our Customer Solution Specialist at 1800 688 8888 or send an email to Senoko Energy Customer Support and inform us of on your relocation. We will assist you accordingly.

How do I renew my contract?

We will send you a notice with renewal instructions before your contract ends. If you wish to terminate the intent of renewal, please inform us at least ten (10) business days before the contractual end date.

My contract is ending, and do I need to inform Senoko Energy if I don't want to renew?

Yes, please inform our Customer Solution Specialist at 1800 688 8888 or send an email to Senoko Energy Customer Support We will issue out the final billing and inform MSSL on your behalf.

If my account is no longer with Senoko Energy, how do I terminate my GIRO/credit card recurring payment?

You will have to inform your bank to cancel the recurring payment.

Can I switch back to SP after my contract with Senoko Energy ends?

Yes, you can. Before your contract ends, we will send you a notice of renewal. If you wish to terminate your intent of renewal, please inform us at least ten (10) business days before the contractual end date. ​​​​​​​​​​​early termination charges.PNG
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Bill, and payment options

What are the payment options available?

We have 4 payment options available:

1) One Time Payment

2) Recurring Payment with Credit or Debit Card

3) GIRO Payment

4) AXS Machine

You can read more about these option by visiting Senoko Energy Payment Option page.

How do I read my bill?

Our bills are designed to be easy to read and to help you understand your electricity usage. Please look at our bill explainer below:

1) Bill SummaryImportant bill information and summary of your contract, account and amount payable

2) Summary of Charges Breakdown of transactions, monthly charges, redeem of vouchers or credits if applicable, and outstanding charges.

3) Consumption Graph Monthly breakdown of your electricity consumption in the past 7 months

4) Details of current charges More details on your monthly electricity charges, non-electricity charges if applicable, discount if available.

5) Payment Option Payment options available for you to make payment for the electricity bill.

6) Contact Information Contact details and information should you need help or for any eletricity related emergencies.

How can i check my total electricity consumption?

The consolidated eletricity consumption will no longer be reflected in you bill.

To check your eletricity consumption, please login to your SP Services account here.

How are my estimated charges computed?

The estimated usage will be calculated by multiplying the average daily usage between the last two actual reads period, by the number of days in the current billing period. Any over or under estimation of the bill will be adjusted in subsequent bills when the meter reading is taken.

Can I have a hard-copy bill?

Senoko Energy aims to provide better billings support through digital. You can find a copy of your bill in your Senoko Energy account portal. Log in to Senoko Energy Account here to retrieve your bill.

How do I pay my bills?

You can pay online through your Senoko Energy account portal using MasterCard or Visa, or through a physical AXS machines or via GIRO. You can download the GIRO forms from here

Can I pay my bills via GIRO?

Yes, you can. Download the GIRO forms from here to set up GIRO payment.

How would i know my GIRO payment is setup and approved?

When the GIRO recurring arrangement is approved, it will be reflected on your Senoko Bills under "Summary of Charges".

Will there be early termination charges?

In the event of early termination, an early termination fee will be charged as follows:

For more information on termination charges, please refer to our standard terms and conditions here.

Will I be eligible for GST Vouchers - U-Save to offset all my electricity bill from Senoko Energy?

GST Vouchers - U-Save have to be used to offset any charges from SP Services first. This means your gas and water bill will be offset first, and any remaining credits can be used to offset the electricity bill from Senoko Energy.

For more information regarding U-Save, please visit GST Voucher U-Save website here.

How would I know if I've successful offset my bill with U-Save?

If GST Vouchers - U-Save rebates are used to offset the electricity charges, this transaction will be reflected in the "Summary of Charges" in the electricity bill.

I need to talk to someone regarding my bill. Who can I call?

We have a dedicated customer support team to help you!

Call us at 1800 688 8888 for help on your bill.

I've just received my first bill. What should I do?

Don't worry! Our team will contact you once you received your first bill.

If you've not received a call from us after the first bill, you can call us 1800 688 8888 for help on your bill.

Metering and power services

I suspect my meter is faulty. What should I do?

You can request for a meter test through SP PowerGrid at 1800 778 8888.

Or you can contact us at 1800 688 8888.

Who will read my meter after switching to Senoko Energy?

Your meter will be conducted by the Market Support Services Licensee (part of SP Services) as it is the sole regulated entity for meter reading services.

Who do i contact in an event of a power interruption or blackout?

In the unlikely event of electricity supply interruption, please contact SP Services 24-Hour hotline 1800 778 8888. ​​

Get in touch with us.

1800-688 8888

Contact us