All retailers are required to conduct fair marketing and contracting practices, in accordance with the Code of Conduct for Retail Electricity Licensees ("the Code"). The Energy Market Authority (EMA) will not hesitate to take action against any retailer for non-compliance of the Code.
Important Points to Take Note
1. You should only buy electricity from retailers participating in Open Electricity Market.
View the list of retailers participating in Open Electricity Market.
2. Before you sign up with a retailer:
- Ask for a Fact Sheet on your preferred price plan and a Consumer Advisory that outlines the important things that you should be aware of before signing up.
- Look out for contractual terms such as contract duration, payment terms, security deposit, early termination charges and auto-renewal clauses.
- Ask if there are any terms and conditions associated with bundled products or services.
- Read through the contract, and ask the retailer to explain the terms and conditions if you do not understand them.
- Take note of any fine print in the contract and keep a copy of the contract for your reference.
3. You can switch back to buying electricity from SP Group at the regulated tariff.
All households can switch back to buying electricity from SP Group at the regulated tariff. Please check with your retailer on any early termination charges or other fees, before deciding to switch back.
4. You should not receive any unsolicited calls, messages or visits by any retailer.
For greater assurance, please register at www.dnc.gov.sg to be placed in the Do Not Call Registry. If you receive any unsolicited calls, messages or visits by a retailer, inform EMA at email@example.com or call 6835 8000.
5. Approach the Consumers Association of Singapore (CASE) for assistance on dispute resolution.
If you are unable to resolve any dispute with your retailer, you can approach CASE for assistance.
Hotline: 9795 8397 (Operating hours: Mon to Fri, 9am to 5pm)
6. Your electricity supply will not be disrupted should your retailer exit the electricity market.
Your electricity supply will not be disrupted in the event that your retailer exits the market. This is because SP Group will continue to operate the national power grid and deliver electricity to everyone.
If your retailer is going to exit the market, they are required to find another retailer to take over your account on the same terms and conditions. If they are unable to find a replacement or if you reject their proposed transfer, you will be transferred to SP Group to buy electricity at the regulated tariff.
You are also not required to pay any early termination charges, and your security deposit will be refunded to you. Your retailer will make the refund after any outstanding charges owing to them have been deducted.
If you wish to switch to another retailer, contact your new retailer, who will work directly with SP Group to make the switch for you.