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FAQ

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How do I know if I am eligible to switch retailer?

In May 2019, the Open Electricity Market (OEM) liberalised all households and businesses the ability to buy electricity from a retailer, such as iSwitch. You can check for your eligibility here.

Will there be any disruption of electricity supply if I switch to iSwitch?

Your electricity supply will not be affected by the transfer as the process is purely administrative and performed electronically by our iSwitch team. It is a seamless transfer of account executed in the system that is managed and operated by the Market Support Services Licensee (‘MSSL’), SP Services Ltd.

How do I switch? Is there any registration fee?

The sign-up process is very simple and only requires a few minutes. Check your eligibility to switch, compare the price plans and proceed to the online sign up. No registration fee is required.

Why is there a $4.95 (before GST) Service Charge?

This monthly Service Charge is for the IT systems and infrastructure that we have put in place to enhance our customer service to better serve our customers. This is kept separate from the electricity rate for your monthly consumption, so that your electricity rate remains competitive. It is applicable to Non-Standard plans.

How long does it take to process my application?

Within minutes of applying you will receive an email and SMS to confirm the application. If you do not receive the email please check your junk/spam/promotions folder. After submitting your application, the transfer takes up to 10 days. You will receive a welcome email and SMS on the supply start date containing your contract, T&Cs, and factsheet.

Do I need to submit my own meter reading to SP Group?

If you wish to submit your own meter reading to SP Group during the last 3 days (5 p.m. cut-off time on the last day) before your iSwitch contract start date.

Submissions can be done via the following channels:
– Phone call via 1800 2222 333.
– Website at: www.openelectricitymarket.sg.
– Take a photo of your meter reading with your mobile and Whatsapp to 9622 6557.
– Email to choice@spgroup.com.sg a picture or photo of the meter no.

SP Group will proceed to take an estimated meter reading if resident did not submit own meter reading during the last 3 days.

Does iSwitch require a deposit?

The initial security deposit varies as per customer’s dwelling type ranging from:

HDB 1-3 room ($30)
HDB 4-5 room ($60)
Condo to landed property ($90)

An initial security deposit will be charged to your first invoice. Thereafter, a subsequent adjustment may be required using customer’s actual average electricity consumption within the first 3 months to equate to one month bill amount. So your effective Security Deposit amount would be equivalent to 1 month’s electricity bill.

Can I transfer the security deposit from SP Group to iSwitch?

Your security deposit with SP Group cannot be transferred. When your iSwitch contract starts, your 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 are the payment terms?

14 days.

Are there any 3rd party charges?

As of 1 November 2018, iSwitch absorbs Carbon Tax charge for all our residential customers.
GST is applicable for all our bills.

Billing

How will I be billed after I have transferred to iSwitch?

You will receive a separate e-Bill from iSwitch for your home electricity. You will continue to receive your monthly bill from SP Group for your non-electricity charges (water, town gas, refuse collection).

How can I view my bill?

Sign in to iSwitch Customer Portal to view and download your bill at your own convenience.

When will I receive my first bill from iSwitch?

You will receive your first bill within 6 weeks from your contract start date, depending on your meter reading schedule by SP Services.

When are the monthly bills issued?

You will receive your invoice on the 15th calendar day from your last day of your billing period.

Why is my first bill higher than previous bills?

Upon transferring to iSwitch, SP Services will request for you to submit your last meter reading. If you do not submit your last meter reading they will estimate your consumption based on the last 2 actual meter readings recorded. Should there be any over or underestimation made for the previous bill, it will be reflected as adjustments in the next bill (actual meter reading month).

Why is my electricity bill high?

1. More days in the billing period, which varies from 28 to 31 days.
2. Your bill is based on an estimate. SP Services do not perform meter reading every month.
3. Increase in SP quarterly tariff rate
4. Higher usage during school holidays or more occupants at home during the period.
5. New or additional electrical appliances at home.
6. Higher frequency of showers or bigger laundry loads.

Where can I get the GIRO form?

GIRO application form can be downloaded from our website via this link. For DBS/POSB account holders you can apply online here.

I have submitted GIRO form, what is the status?

If you submit your GIRO application by post it will take 2-6 weeks to process after submission. Customers are advised to make payments via AXS until you receive a confirmation email from iSwitch.

I have been paying my bills by GIRO, can I change the payment mode?

If you wish to terminate your GIRO payment mode, please email to care@iswitch.com.sg.

When is the final bill issued?

On the next billing cycle after the account is closed.

What happens to my security deposit with iSwitch if I close my home electricity account?

Your Security Deposit will automatically be used to offset your Final Bill. Any credit balance thereafter will be refunded via cheque.

Can I receive a hardcopy of my bill?

If you wish to opt for paper billing at an additional fee of $1.07 (inc. GST) please email to care@iswitch.com.sg. If you wish to have a hard copy of the bill, you can here login to your Self Service Portal (SSP) account to print.

Meter-Related

What are the different types of meters?

There are two types of electricity meters:
Static Residential Load Profile (SRLP) meter is a cumulative meter used by most households to measure electricity consumption. These meters are read on a bi-monthly basis by SP Group (Sp Services). On the months where the meters are not read, SP Group (SP Services) will estimate the month’s consumption. The other option is Advanced Metering Infrastructure (AMI) meters which measure electricity consumption remotely at half-hourly intervals and SP PowerGrid will impose a one-time installation fee of $40 per AMI meter (exclusive of GST).

Who is responsible for my meter reading?

SP Group (SP Services) will remain responsible for the meter reading.

1. Your meter is read bi-monthly by SP Services. If your meter is read in January, the next reading month will be March.
2. During the month that is to be estimated, your consumption will be calculated by multiplying the average daily of the last 2 actual meter readings recorded.
3. When the meter is next read in March, you will be billed the consumption between January and March less what was already billed in February.

How can I submit my own meter reading?

If you wish to submit your own meter reading you may do so by submitting to SP Services.

Online: Register to e-services here

Mobile App: You can log in to SP Utilities App to submit your meter readings. Search for “SP Utilities App” via Apple Store or Google Play Store.

For any queries, you can contact SP Services at choice@spgroup.com.sg or call 1800-233 8000.

If the meter is faulty, how will iSwitch bill for my consumption?

Report any meter faults to SP PowerGrid and they will schedule an appointment at your premise. SP Services will determine the meter reading to be billed, based on the Metering Code approved by EMA.

May I know if I will be charged for Loss Adjusted Consumption?

As of 1 Nov 2018, all our residential customers will no longer be charged for Loss Adjusted Consumption.

How do I obtain my premise's meter reading?

Please contact SP Group at 1800-233 8000 to request.
Alternatively, iSwitch customer can email us the consent to obtain the meter readings on behalf. We will then forward this consent to SP Group. However, please expect a longer turnaround time via this channel.

Self Service Portal

How can I log in to self service portal for the first time?

STEP 1 – Please proceed to our Self-Service Portal here

STEP 2 – Click on the tab “Customer Registration”

STEP 3 – Enter the details as required. For the “Customer Account*” field, please enter your iSwitch Account No. (SW18xxxxxxxx) as reflected in your iSwitch Electricity Contract Agreement that was sent to your registered email address.

STEP 4 – Your new password must contain a minimum of 7 characters, 1 of which must be a capital letter and 1 must be a special character such as “!” or “.”.

STEP 5 – By clicking on “Register”, an automated email with the activation link will be sent to your registered email address. In the event you do not see the email, you might find it inside your spam/junk inbox.

STEP 6 – Click on the activation link to complete the registration process. You can then log in with your email address and password thereafter.

Click here for video tutorial

How can I reset my password?

You can reset your password by clicking “Reset Password”.

Moving House

I am moving. What do I do?

If you are moving to a new house in Singapore, you will need to end the contract and open a new account with SP Services. Upon opening a new account, you can then reapply with iSwitch.

Can my contract to be transferred to a new premise?

The contract cannot be transferred to a new premise address.

Can my contract be transferred to the new owner/tenant of my premise?

The existing account must be closed and the new occupant of the premise is required to apply to sign up on behalf of their own account. Early termination charges may apply depending on your contract.

What happens if I want to move house during contract?

For Relocation or Expatriation during your contract with iSwitch, instead of paying the Early Termination Charge, you only have to pay a small flat fee that is based on your dwelling type as per below:

HDB 1-2 room ($60)
HDB 3-5 room & executive ($130)
Condominium & Private apartment ($180)
Landed: Terrace & Semi D ($350)
Bungalow ($720)

When relocating with Singapore, if you provide valid documents and re-contract with iSwitch, once you move to your new premise, the small flat fee you paid will be refunded to your new account. So you incur no charges for relocation!

What is the amount for early termination charge?

The early termination charge is at $100 if termination is within 3 calendar days from sign-up. If termination is after 3 calendar days from sign-up or during contract period, the charge is:

30% X remaining number of months of contract X average of latest 2 months bill.

Referral & Rewards

How do I check if my friend is an existing iSwitch customer?

Due to our privacy policy, we are unable to disclose the information on whether your friend is already an iSwitch customer. Your referral must be a new customer to iSwitch.

How do I check and redeem my loyalty points?

Log in to your iSwitch account to check your reward points.

How do I get my referral code?

You can log in to iSwitch Self Service Portal (SSP) here to retrieve your unique referral code.

When I redeem points through the Self Service Portal (SSP) which bill will the bill rebate appear?

The bill rebate will be reflected within 2 bills from the date of redemption, due to the billing cycle.

What happens if there is a credit balance after the bill rebate?

The credit balance will be carried to the next bill to offset the new outstanding amount.

U-Save Rebates

Can I use my U-Save rebates to offset my electricity charges if I switch to my electricity retailer to iSwitch?

You can still use your U-Save rebates to offset your electricity charges. Depending on your sign up date and your billing cycle, your U-Save rebates may only offset your electricity charges in the subsequent months.

How does EMA/MOF ensure that SP Group and iSwitch are managing the U-Save rebates correctly?

Both SP Group and iSwitch are subject to audit requirements imposed by the Ministry of Finance (MOF).

How will I know the amount of U-Save rebates used to offset my electricity charges is correct?

The amount of U-Save rebate used to offset your electricity charges will be shown in your bill from iSwitch.

How will my U-Save rebates be used to offset my electricity charges with iSwitch?

Your U-Save rebates will be used to offset your bill from SP Group first. Any remaining U-Save rebates will be used to offset your subsequent electricity bill by iSwitch in the following month. The amount of U-Save used will be reflected in the bill.

What if the wrong amount of U-Save rebates is transferred?

Please notify our customer service at care@iswitch.com.sg or call our Customer Service Line at 1800 505 9900.

Who should I call if I have any queries about my U-Save rebates?

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

Renewal

How do I know when my contract ends?

You can find out via the following self-service channels:
– Monthly bills
– Logging into your Self-Service Portal

What happens when my contract ends?

1) iSwitch will contact you 1 month before your contract ends to advise on our latest price plans to renew on.

2) The renewed contract will be for the same contract duration.

3) The renewed electricity rate will be 5% discount off the regulated tariff or at a lower rate than prevailing regulated tariff at renewal.

How far in advanced can I renew my contract?

iSwitch will contact you with our latest promotions 1 month before your contract end-date.

Was your question not answered?

Please feel free to contact us and a member of our team will get back to you as soon as possible.