You will receive your electricity bill directly from Keppel Electric. It will reflect your electricity charges based on your plan and the electricity usage provided to Keppel Electric by SP Group, the sole licensed meter reader for all Residential and Business consumers in Singapore.

Separately, you will continue to receive bills from SP Group for other utilities such as water and gas.

You will receive your electricity bill from Keppel Electric approximately 3 weeks after the last day of your billing cycle. Your billing cycle is dependent on your meter type and determined by SP Group.

Keppel Electric bills our customers based on the electricity consumption and estimation calculations provided to us by SP Group.

Consumers using cumulative meters have their meter readings taken once every two months by SP Group. On the month where your meter is not read, your consumption will be estimated by SP Group based on an Energy Market Authority approved methodology by multiplying your average daily consumption, calculated from the actual meter readings recorded in the previous months.

Adjustments in your electricity bills reflect the difference in the overestimation or underestimation of your electricity bill for the previous month, against your actual electricity consumption sent to Keppel Electric by SP Group.

Keppel Electric receives your electricity consumption (in kWh) from SP Group for billing purposes. To verify that your electricity consumption is accurately billed, you may register for an e-Services account by Open Electricity Market here. This allows you to track your consumption details and compare your consumption usage across different time periods.

If you wish to view your meter readings, please write in to enquiry@keppelelectric.com and we will facilitate to request for your meter readings from SP Group.

No, as each premise is given a separate MSSL account number, a Keppel Electric account will be created for each premise.

We would like to clarify that SP Group is the sole licensed meter reader in Singapore, and Keppel Electric bills our customers based on the electricity consumption and calculations provided to us by SP Group. There are several reasons why your electricity bill could be higher than expected, such as:

• Higher usage due to school holidays or more occupants being home during the period
• New member in the family (eg. A newborn baby)
• Recent purchase of new additional electrical appliances installed
• More frequent baths or higher laundry loads
• During the hotter weather from May to August, electrical appliances such as air-conditioners have to work harder to bring down the room temperature to the same desired temperature.
• More days in the billing period which can vary from 28 to 34 days.
• Regulated tariff changes

Another reason could be an underestimation of your bill due to previously lower consumption but higher current consumption, which we explain further below.

Consumers on their existing cumulative meters have their meter readings taken once every two months by SP Group. This means if your meter is scheduled to be read in the odd months, eg. May, the next meter reading will be taken in July. Your June consumption will be estimated based on an Energy Market Authority approved methodology by multiplying your average daily consumption, calculated from the actual meter readings recorded in the previous odd months March and May.

When the meters are next read in July, you will be billed the usage between May and July, minus the estimated usage in June.

Should the estimated usage in June be underestimated, it will be carried over to your July bill, which is why the July bill amount may be higher than the previous month.

Should you like to switch from receiving paper bills to e-bills or vice versa, please contact our General Enquiry hotline at (65) 6803 3000, or write to us at enquiry@keppelelectric.com. Kindly note that paper bills are subjected to a fee of S$2.00/bill.

Yes, you will continue to be eligible for U-Save rebates. As Keppel Electric bills our consumers directly, your U-Save rebates will first be used to offset your SP Group bill for non-electricity charges (water, gas, refuse collection). Any remaining U-Save rebates will then be used to offset your electricity bills with Keppel Electric, and will be reflected in your bill.

Depending on the timing of your electricity bill and payment arrangement, your U-Save rebates may offset your electricity charges only in the subsequent months.

In the event if there are no outstanding electricity charges on the U-Save deduction date, the remaining U-Save rebates will be used for future deductions on non-electricity charges.

For U-Save related queries, please call SP Group at 6671 7117 (Mon - Fri, 8.30am - 5.30pm) or email customersupport@spgroup.com.sg.

Most residential premises today use a Cumulative Meter to measure their electricity consumption. Cumulative Meters are read by SP Group once every two months by sending meter readers to your premises to record your electricity usage. On the month where your meter is not read, SP Group will estimate the month’s consumption based on an Energy Market Authority approved methodology.

Smart Meters, otherwise known as Advanced Metering Infrastructure (AMI) Meters are digital meters which allow electricity consumption to be tracked and remotely read at half hourly intervals. Premises with Smart Meters will no longer require manual reading and estimation of electricity consumption.

It is not compulsory to switch to an AMI Meter when signing up with Keppel Electric.

However, you may consider installing an AMI meter to ensure your monthly bill is based on actual readings instead of alternate month’s estimation. This allows you to track and better manage your consumption patterns.

EMA has introduced a one-time installation fee of S$40.00 (before GST) per AMI meter for any newly contestable business consumer or household consumer who has opt to use AMI meters.

Power is lost when the power is being transmitted from the power plants through SP Power Grid’s transmission and distribution system before it eventually reaches your premise. This is due to heat loss during the step down of power from high voltages to low voltages when power is being transported. The power loss is administered and accounted via the Transmission Loss Factor (TLF) which is regulated by Energy Market Authority.

Loss Adjusted Consumption = Metered Consumption x TLF

You may wish to refer to this link for the transmission loss factors for the respective loads. The factors are derived using the methodology approved by the Energy Market Authority.

With effect from 1 November 2018, all new signups for Keppel Electric price plans are TLF absorbed, which means that consumers are billed based on their Metered Consumption.

SP Group is the sole licensed meter reader for all Residential and Business consumers in Singapore. The usage readings will then be wired electronically to Keppel Electric for billing purposes.

SP Group is the sole licensed meter reader for all Residential and Business consumers in Singapore. You may request for your meter(s) to be tested by SP Group. In the event the meter is found to be working according to the Metering Code, SP Group may impose a service fee for the test. Meter accuracy is governed by the Metering Code issued by the Energy Market Authority (EMA). The Metering Code is available on EMA's website at www.ema.gov.sg.

For Residential household purposes:

• There will not be any disruption to your electricity supply if you retain your existing meter type.
• There may be a need for temporary disruption to your electricity supply (no more than 30 minutes) if you have opt to switch to an AMI meter. SP Group’s technical representative will advise on the disruption time (if any) on the day of installation.

For Business purposes:

• There may be a need for temporary disruption to your electricity supply (no more than 30 minutes) if your current rating is less than 100 Amps. SP Group’s technical representative will advise on the disruption time (if any) on the day of installation.
• There will not be any disruption to your electricity supply if your current rating is greater than 100 Amps.
• You may contact SP Group at 1800 233 8000 for further enquires.

SP Group maintains the electricity transmission and distribution network. Please contact SP Group at 1800-778 8888 (24-Hr Electricity Service Centre) in the event of any power outage or disruption to your electricity supply.

You can pay your bills via:

• IDDA GIRO (DBS/POSB)
• GIRO (Other banks)
• Credit Card (Visa/MasterCard)
• Internet Banking (DBS/UOB)
• DBS Paylah! (For Residential Customers only)
• AXS
• Cheque
• Cash @ Keppel Electric Customer Service Centre only

There are 2 ways to apply for a GIRO Payment:

1. IDDA: Instant GIRO Approval (For DBS/POSB Internet Banking Customer only). Immediate & Paperless approval.
2. GIRO Paper Application. You may download the Residential GIRO form here, complete and mail it to Keppel Electric. Kindly note that the application process will takes approximately 4-6 weeks.

You may download the Business GIRO form here, complete and mail it to Keppel Electric. Kindly note that the application process will takes approximately 4-6 weeks.

Your existing security deposit with SP Group for electricity is not transferable to Keppel Electric. SP Group will use your security deposit to offset your last electricity invoice. Any remaining will be used to offset your next non-electricity bill.

Currently, Security Deposit is waived for Singaporeans and Permanent Residents. Consumers holding a foreign identification number will be required to pay Security Deposit based on the dwelling type. Security deposit will be collected upon first bill. However, Keppel Electric reserves our right to charge and collect Security Deposit in future based on the credit profile of our consumers.

A late fee of 1% per month on outstanding amount is applicable if the payment is not received by invoice due date.

You can sign up online at www.keppelelectric.com or call the Keppel Electric Sales hotline at 6803 3888.

To complete your sign up seamlessly, we recommend that you use browsers like Google Chrome, Firefox or Internet Explorer.

The estimated time required to transfer your electricity account to Keppel Electric varies for Residential consumers with no meter change at 2-3 weeks and with AMI meter change at approximately 4-5 weeks.

For Business consumers who are contestable it will take 2 business days, while non-contestable consumers will take 1-2 months. Keppel Electric will work with SP Group to ensure a seamless transfer for you.

This is not necessary as long as the sign up party is:

1. Over 18 years of age
2. Provides authorisation letter that he/she is authorized to sign up on behalf of the electricity account holder
3. Latest SP Services bill / Electricity Bill to the premise requiring electricity supply

This means you can sign up on behalf of your parent. As long as you are over 18 years old, you are authorised to enter into a contract with Keppel Electric and Keppel Electric will proceed with the transfer. Contract is formed and enforced the moment the sign up is complete.

In the event that you are moving to a new address, please write in to Keppel Electric at enquiry@keppelelectric.com at least 15 business days before the move out. An early termination charge will first apply on the old address which you are terminating. There will also be an account closure fee of $10.70 (with GST), collected on behalf of SP Group.

Within 3 months from the termination of your old address, write in to Keppel Electric at enquiry@keppelelectric.com to sign up again with your new address. Your new address will take over the remaining months of the previous contract and at the previous rates. Upon successful transfer of the electricity account of the new address to Keppel Electric, we will credit the early termination charge that was paid previously to your new electricity account.

For consumers on FIXED36 plan, please note that the plan has been discontinued. Your new address will undertake a FIXED24 plan instead, with a new contractual term of 24 months at the prevailing electricity rate. All relocation applications are not eligible for any ongoing promotions, discounts and/or offers unless otherwise stated.

Once the sign up is completed, the contract is sent to you and the contract becomes active. Early termination charge will apply if you terminate the contract prematurely. Please contact our General Enquiry hotline at (65) 6803 3000 or write to us at enquiry@keppelelectric.com, should you wish to terminate your contract.

Our product and services are designed to maximize your experience with Keppel Electric:

• Highly competitive packages: Customised with your needs and usage profile in mind, we aim to unlock greater savings and certainty.
• Simple & hassle free sign up: We made it easy and seamless to switch to Keppel Electric in less than 5 minutes.
• Our people: Professionally trained sales and customer service agents that are hand-picked to assist in your switch journey to us and thereafter.
• Convenience: Digitally designed processes to reach us or to make payment.

Keppel Electric’s DOT price plan allows consumers to stay carefree with a guaranteed discount off the prevailing regulated tariff throughout the contractual period. Both DOT3 and DOT24 price plans have a contractual term of 24 months. Consumers on DOT3 price plan will have the flexibility of terminating their contract without any Early Termination Charges by fulfilling a minimum lock-in period of 3 months. The Consumer will have the flexibility of terminating the contract by notifying Keppel Electric and serving a 60 calendar days’ notice upon the termination request.

To illustrate, if a Consumer sign up for a DOT3 price plan on 1 January, the Consumer will have to fulfill a 3 months lock-in period till 31 March. The Consumer will have the option to terminate the contract without paying an Early Termination Charge by notifying Keppel Electric and serving a 60 days’ calendar notice from 1 February onwards till the 24 months contract ends.

You will need to first open your electricity account with SP Group together with your water and gas utilities. Upon receiving your first bill from SP Group, you will then be eligible to sign up with Keppel Electric.

For Residential consumers, you may view our General Terms and Conditions here.

For Business consumers, you may view our General Terms and Conditions here.

To assist you with your contract renewal, Keppel Electric will contact you 10 working days prior to your contract expiry date. We will try our best to help you choose the electricity plan that best meets your needs.

Your referral link can be found on your Keppel Electric Customer Portal's dashboard.

Your Referral Credits will be reflected in the Keppel Electric Customer Portal after your friend has successfully transferred to Keppel Electric.

Other promotions cannot be used in conjunction with Keppel Electric's referral programme.

Referral Credits can be used to redeem your electricity charges and pink notice charges only.

Other charges arising from late payment charges, security deposit, paper bills, smart meter installation fee, early termination charges etc, cannot be deducted with Referral Credits.

Login to Keppel Electric Customer Portal and click 'Redeem' to redeem your available Referral Credits.

You can choose to redeem up to your total available Referral Credits or your outstanding amount (electricity usage and pink notice charges), whichever is lower. Redemption is limited to twice per calendar month.

Referral Credits are only redeemable when there is a positive outstanding balance due from your electricity usage charges or pink notice charges. Referral Credits redemption is limited to twice per calendar month.

In compliance with Personal Data Protection Commission Singapore (PDPC)'s advisory guidelines on NRIC numbers, we will stop all login with the current NRIC/FIN numbers from 1 August 2019 onwards. For more information, please visit the PDPC website here

You can continue to use your current login till 31 July 2019. Nevertheless, we strongly advise you to switch your login to a User ID immediately.

Please follow the steps below and replace your login with a new User ID by 31 July 2019.

Keppel Electric Customer Portal

1. Click here to login with your NRIC/FIN numbers.
2. You will be prompted to enter your new User ID
3. Click on Confirm and you are done.

First time logging in to Keppel Electric Customer Portal?

1. Click here to create your new User ID and password
2. After creating your account, you will be able to view and track your electricity consumption, make payment and more.

You will not be able to login using your NRIC/FIN number from 1 August 2019.

You can use the Forgot Password link on Keppel Electric Customer Portal and a new password will be sent to your registered email address.

Collection of NRIC information is necessary to accurately verify an individual’s identity and to prevent fraudulent sign ups.

If you have further questions or wish to contact us regarding the Personal Data Protection Policy, please email our Data Protection Officer(DPO) at enquiry@keppelelectric.com.