Smart FAQ's

<-- MAKE A SELECTION --> ALL THE NEW ELECTRICITY MARKETCHOOSING SERAYA ENERGY

The New Electricity Market

Choosing Seraya Energy

The New Electricity Market

Why is the electricity retail market deregulated?

The deregulation of the electricity market will encourage and promote competition within the various players in the electricity market and hence, provide competitively priced packages to consumers.

What are the choices for contestable consumers?

If you are contestable, you can choose to purchase electricity from one of the following methods:

1. From a Licensed Electricity Retailer (such as Seraya Energy).
2. From the Wholesale Spot Market as a direct market participant
3. From the Wholesale Spot Market through the Market Support Services Licensee (MSSL) (which is currently SP Services Ltd)

How can I find out more about the deregulation of Singapore's Electricity Market?

You can obtain information relating to market deregulation from the Energy Market Authority's (EMA) website.

You may also find out more about the wholesale electricity market operated by Energy Market Company Pte Ltd (EMC) at their website.

How do I know if my company is contestable and how do I apply for contestability?

If you are already classified as a contestable consumer, you will have previously received an official notification from EMA.

However, if your average monthly electricity consumption is above 10,000 kWh but did not receive any notification from EMA, you may apply for contestability on your own accord. This application process is free of charge.

For your convenience, we will be pleased to assist you with the contestability application. You can call our Contact Centre Hotline at 6363 6688 or click here for assistance. Do also fax your last 3 months electricity bills at 6363 6600 and we will handle the paperwork on your behalf.

What are my electricity needs?

• Are you looking into steady costs that help you to plan your monthly budget easily? Solution: Flat rate plans such as Seraya Energy's SteadyPlus plan that helps you to plan your budget effectively.
• Are you looking for assured savings on your electricity bill? Solution: Discount-off-Tariff plans that guarantees a discount off SP's published tariffs.
• Are you market savvy, able to take up certain levels of risks and want access to opportunities to make substantial savings on your electricity bills? Solution: Fuel-indexed plans - electricity prices are tagged to the changing foreign exchange and fuel prices during the contractual period.
• Do you have complex needs which you cannot find the solution in standard plans? Solution: Seraya Energy's professional team is always ready to listen and customize solutions that fit to your need. Contact Us and let us find out more about your needs.

How much have I been spending on my electricity?

Before you sign up with a retailer, it will be good to review your energy bills for the past 6 to 12 months.

Items to look for in a contract

• What the package consists of and what are the items that you will be billed for.
• When will you be billed (your bill cycle).
• Do you have to provide a security deposit and if so how much
• Payment methods and terms
• Length of contract and penalties for early termination

Things to consider when selecting a retailer

• Is the retailer trusted and reliable?
• Does the retailer offer products and services that are relevant to your needs?
• Is the retailer able to custom proposals to your needs if you have unique requirements?
• Does the retailer offer good customer service?
• Are the prices offered by the retailer competitive?
• Does the retailer take time and effort to explain the details of the proposal to you?

Choosing Seraya Energy

What are the advantages of buying from Seraya Energy?

As the leading electricity supplier in Singapore's energy market, Seraya Energy is attuned to the changing needs of our customers and has been working hand in hand with businesses to provide them with a wide range of pricing options and energy solutions - enabling them to choose packages that best meet their needs.

Adopting a transparent approach, customers can be assured of excellent service quality coupled with a suite of services that centre around an efficient electricity supply to our customers.

To receive a competitive quotation from us, all you have to do is fax your electricity bills from the past three months to 6363 6600. Our sales professionals will then contact you and work out a customized energy solution for you.

How do I pay for my Seraya Energy invoices?

The following are the payment modes available currently:

- Cheque

Payment by cheque should be crossed and made payable to "Seraya Energy Pte Ltd". Please write your account number and invoice number on the back of your cheque.

- Interbank GIRO

GIRO is the most convenient way to pay your invoice. To pay by GIRO, please complete the GIRO application form and send it to us for processing. To download the form, please click here.

- Telegraphic Transfer (TT) / Funds Transfers

You may also transfer the funds to our bank account directly. Do contact us for our bank details.

How do I know if I am charged correctly for my utilities usage?

Meter data is downloaded daily by MSSL through a telephone line. This ensures the highest level of accuracy in your electricity charges.

What should I do if I suspect that my electricity meter is faulty?

You can request for a meter test through SP PowerGrid at 1800 778 8888. Or you can call us at 6363 6688 and we will liaise with SP PowerGrid on your behalf.

An administrative fee of up to $80 will be imposed for each test and this is fully refundable if the meter is tested to be faulty.

Why do I have a "Telephone Line Subscription" charged in my invoice?

This refers to the telephone line subscription arranged by MSSL on your behalf for meter reading purposes. The subscription charges are passed through without mark-up to you on behalf of MSSL.

This charge will not be applicable, if you have provided MSSL with your own telephone line for remote meter reading purposes.

What is the procedure for an account closure if I am moving out of my existing premises?

We will require a 13 business day notification period for account closures (ie shut down). You will need to send us an official request on your company's letterhead. Do provide your premise address and MSSL No. as well as your Licensed Electrical Worker's (LEW) name and contact number.

We will then contact you regarding the procedure for account closures.

Where can I get information about my consumption details?

All Seraya Energy customers will be able to access our customer portal, SEnergy. Through this portal, you will be able to view your electricity bills as well as other energy consumption details (eg half-hourly consumption profile) online 24 by 7.

If you have not received your userid or password, please call us and we will gladly re-send this to you.

Who can I contact for assistance on my Seraya Energy account?

If you have any queries regarding your account or wish to make any changes/updates to your account, please feel free to call our Contact Centre at 6363 6688 or send us an enquiry.

What should I do if I suspect that my electricity meter is faulty?

You can request for a meter test through SP PowerGrid at 1800 778 8888. Or you can call us at 6363 6688 and we will liaise with SP PowerGrid on your behalf.

An administrative fee of up to $80 will be imposed for each test and this is fully refundable if the meter is tested to be faulty.