Red Dot Power
Singapore's First Independent Electricity Retailer
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Business FAQ

Business FAQ

Contestability

+ Who are contestable consumers?

"Contestable consumers" are eligible consumers who have met the qualification criteria of commercial & industrial (C&I), consuming more than 2,000 kWh per month. These consumers can switch from their existing electricity retailer to buy electricity from another retailer like Red Dot Power.

Households and other non-contestable consumers will continue to purchase electricity from SP Group under the regulated tariff rate until Full Retail Competition (FRC) is scheduled for the second half of 2018.

Please visit Red Dot Power for more information.


Opening an Account

+ How to open an account with Red Dot Power?

Please contact your Red Dot Power Energy Consultant or send an email to our Sales Department or call us at 6659 5843.

The following documents are required to open an account:

[A] SP Group Application (Fill out the top portion on page #1, sign and stamp on page #3 by owner per BizFile)
[B] BizFile print-out
[C] Signatory's IC (must be as per BIZFILE)
[D] Proof of tenancy; e.g. a tenancy agreement
[E] Past 3 months' SP Group bills or electricity bills

+ What price plans does Red Dot Power offer?

Red Dot Power currently has 4 price plans, namely:

[A] eFIX
[B] eSAVE
[C] eQ
[D] eMARKET

To read more, please click Retail Electricity and Price Plans or contact your Red Dot Power Energy Consultant or call us at 6659 5843 and we will be happy to explain further.

+ Can a customer transfer the security deposit from SP Group to Red Dot Power?

No, it is not possible for a customer to transfer the security deposit from SP Group to Red Dot Power. The security deposit payable to Red Dot Power will be included in the 1st invoice we will send to the customer.

+ Can a customer add a new account?

Yes, a customer can add a new account. For assistance, please contact your Red Dot Power Energy Consultant or our Sales Department or call us at 6659 5843 directly.

The following documents are required to process this request:

[A] SP Group Application (Please fill out top portion of page #1, sign & stamp page #3 by owner per BizFile)
[B] BizFile print-out
[C] Signatory's IC (must be per BizFile)
[D] Proof of tenancy; e.g. a tenancy agreement [E] Past 3 months' SP Group bills


Renewal of Contract

+ How can I renew my contract?

Please contact us directly 3 months prior to the end of your contract to get a new quotation and we will send you a renewal form.

Red Dot Power will contact you witihin the last 3 months before your contract end-date to see if you would like a new quotation and to renew your contract.

+ How long is the contract renewal process?

Renewal normally takes 1 working day to complete upon approval of application. The effective date, however, will be the 1st of the following month.


Relocation

+ Can a contract be transferred if a customer moves to a new premise?

An existing contract cannot be transferred to reflect a new premise. As long as a relocation of a Company/Customer takes place, the account has to be closed. If contract is still binding, kindly provide proof of end of lease to avoid any early termination fees. For new premise customers are required to open new account with SP Group and sign a new contract with Red Dot Power. After that Red Dot Power will apply for contestability to transfer account from SP Group to Red Dot Power.

Please write to Red Dot Power Customer Care for further details.

+ Can a contract be transferred if a new customer takes over premise of an existing customer?

The existing customer must, first, settle the account with Red Dot Power. Please inform us 1 month in advance of your intention to close your account.

The new customer taking over the premise will need to open a new account with SP Group and contact Red Dot Power. We will then issue a new contract, and apply for contestability to transfer account from SP Group to Red Dot Power.

Please write to Red Dot Power Customer Care for further details.


Termination of Account

+ How can a customer terminate his account?

Please submit the RDP - Account Termination Form to cuscare@reddotpower.com.sg at least 1 MONTH in advance as stated in Sales Agreement T&C. Upon receipt of termination request, Red Dot Power will process and submit the request to SP Group which requires at least 7 working days notice. Please provide supply cut-off appointment to Red Dot Power to be submitted to SP Group (refer below for requirement from SP Group):



For each change in account closure date or cancellation of account closure, there will be a fee of $10.70 that will be charged to the account.

Please inform your customer to arrange for their Licensed Electrical Worker (LEW) and/or Company representative to be present on the appointed date and time if the electricity meter is located inside the premises. Our technicians need to access the meter in order to cut-off the electricity supply. In the event we are unable to cut-off the electricity supply, the account cannot be closed.

If the electricity meters are outside the premises, they need not be present during the cut-off of electricity supply.

If your Customer is using a telephone line for remote reading, please ensure that it is available during this time to finalize the account. For High-Tension (HT) consumers (for electricity load above 45KVA) and where the electricity service cables/wires need to be removed, the LEW is required to be present.

Please note that the above appointment is only for supply cut-off without meter removal. If meter removal is required, please provide an official letter of request from customer. Letter should contain the below information, duly signed and endorsed with company stamp.



Please also note that after the above supply cut-off appointment, the in-coming cable will be still "LIVE". please revert with official letter from customer if the premises is to be demolished and you want us to cut-off the in-coming cable. Customer's letter should contain the above information.

+ How long does the account termination process take?

1 month

+ When is the final bill issued?

On the next billing cycle after account is closed

+ When is the deposit refunded?

After full payment of outstanding amount, unless otherwise instructed. Deposit is refunded in the final invoice. Kindly provide Red Dot Power with an updated mailing address for us to mail the cheque to you.

+ How do I transfer to a new retailer?

At the end of your contract, if you do not wish to renew with Red Dot Power please inform us 1 month in advance.

If you choose to engage a new retailer before the end of your contract, early termination clauses will apply. Please see your sales agreement for Terms & Conditions.


Meter-related Issues (Per SP Group as they provide all metering solutions)

+ What are the different type of meters for contestable consumers?

Prior to 1 April 2014, contestable consumers are metered using Time of Day (TOD) meters. These meters are remotely read using telephone lines. From 1 April 2014 onwards, SP PowerGrid will install the Advanced Metering Infrastructure (AMI) meters for all new contestable consumers.

+ My current meter is a TOD meter. Do I need to change my meter to the AMI electricity meter?

You do not need to change your meter if you are currently using a TOD meter. SP PowerGrid will inform you when the meter needs to be changed to an AMI meter during their routine replacement exercise.

+ Do I need a telephone line to become contestable?

There is no need for contestable consumers with AMI meters to provide telephone lines for remote meter-reading.

+ If the metering equipment is faulty, how will SP Group bill me for my consumption?

If the metering equipment is faulty, SP Group will estimate your consumption using the methodology set out in the Metering Code issued by the Energy Market Authority (EMA), and bill you based on the estimated consumption. The Metering Code is available at EMA's website at www.ema.gov.sg.

+ What happens if I wish to shut down my installation for a period of time, which means that there will not be any meter recording during this period?

If you wish to shut down your installation for any period of time for whatever reason (no de-energisation required), you will need to inform SP Group at least 7 business days in advance. Otherwise you will be billed based on estimated consumption during such period.

If you require a de-energisation of installation for the shutdown, you or your retailer on your behalf will have to make an application to SP PowerAssets for the shutdown.

+ Will there be power supply interruption during the installation of AMI electricity meters?

For consumers taking electricity supply of up to 100A, SP PowerGrid would need to temporarily interrupt your power supply for no longer than 30 minutes for the installation of AMI electricity meters. For larger consumers, there is no supply interruption during the installation of the meters.

+ I'm a contestable consumer and my premises has been installed with an AMI meter. Can I switch off my incoming power supply?

You can switch off your incoming supply via the circuit breaker located after the AMI meter. If you decide to switch off your power supply by turning off the incoming circuit breaker before the meter at the meter board, it will affect the communications connectivity of the AMI meter. Hence you will have to inform SP Group at least 7 business days in advance before you perform this temporary disconnection.

+ How to check if Meter Reading is correct or if I suspect meter is faulty?

Please note that Red Dot Power receives meter readings from SP Group and passes these directly to customers. If you require further comparison you may also get the meter reading directly from SP Group. For faulty meter check request, SP Group will do the meter test and it is subjected to a charge of S$80.00 (before GST) by SP Group which Red Dot Power will add to your next invoice. Please write directly to customersupport@spgroup.com.sg or cuscare@reddotpower.com.sg.

+ Who is responsible for meter reading and consumption data collection?

Please note that SP Group as the MSS License holder is responsible for all AMI meter reading and meter related issues.


Billing

+ When are monthly invoices issued?

Invoices are issued between the 10th - 14th of each month.

+ How can I view my bill online?

You can view your bill and power usage online at the Red Dot Power Customer Portal.

+ How can I sign up at the Red Dot Power Customer Portal?

Please follow the steps within our Customer Portal User Guide to sign up.


Payment Options

+ What are the available payment options?

The following are current payment options available to Red Dot Power customers:

[1] Credit Card

[2] Recurring GIRO

[3] Interbank Transfer

[4] NETS

[5] Direct ATM Transfer / Deposit

[6] By Cheque

[7] Through Red Dot Power Customer Portal

For each mode of payment, please see details below:


Credit Card

+ How can I enable credit card payments?

Please email Red Dot Power Customer Care or call us at 6816 6699 to receive the RDP - Credit Card Form. Thereafter, complete & sign it and mail the same to us at:

Red Dot Power Pte Ltd
28 Sin Ming Lane
#02-138 Midview City
Singapore 573972
Attn: Accounts Dept

+ Is there a fee involved when paying my bill using credit card?

Yes, there is an additional administrative fee of 1.5% of the payment amount charged by Visa or Mastercard.

+ How long does the credit card payment process take?

Credit card payments are processed immediately upon receipt of the completed & signed RDP - Credit Card Form.

Please feel free to contact Red Dot Power Customer Care and we will be happy to assist you.


Recurring GIRO

+ How can I enable recurring GIRO payment?

Please email the Red Dot Power Customer Care or call us at 6816 6699 to receive the RDP - GIRO Form. Thereafter, upon receipt, complete & sign it and mail the same to us at:

Red Dot Power Pte Ltd
28 Sin Ming Lane
#02-138 Midview City
Singapore 573972
Attn: Accounts Dept

+ How long does the recurring GIRO payment process take?

It takes between 1-2 months for the GIRO payment option to be approved by the respective bank after receiving the completed and signed form.

+ How can I know that my GIRO payment mode is approved?

When the respective bank approves your recurring GIRO application, We will notify you via email. Therefore, please ensure that your email you provide us in the RDP - GIRO Form is accurate.


Interbank Transfer

+ What is the bank account detail of Red Dot Power?

The bank account details for Red Dot Power are as follows:

Bank: DBS Bank Ltd

Branch: DBS Thomson

Account Type: Current Account

Bank Code: 7171

Branch Code: 015

Account Number: 015-904545-5

Account Name: Red Dot Power Pte Ltd

+ When I send payment, how will Red Dot Power know it is from me?

To ensure that your payment which you transfer to us is identified accurately, you MUST include your Red Dot Power account number (eg. 930XXXXXXX) in the "remarks" column if such is available. Otherwise, please email to us your payment advice together with your Red Dot Power account number at Red Dot Power Customer Care or through WhatsApp at 8128 6808.


NETS

+ How do I pay my RDP bill with NETS?

Simply visit our Customer Service Centre at 40 Sin Ming Lane, #01-00 Midview City, Singapore 573958 and our dedicated staff will assist you over-the-counter. For further information, please call 6816 6699.

Direct ATM Transfer / Deposit

+ What is the bank account number of Red Dot Power?

Bank: DBS Bank Ltd

Account Number: 015-904545-5

+ When I send payment this way, how will Red Dot Power know it is from me?

When your ATM Transfer / Deposit transaction is complete, please email your ATM advice / receipt with your account number (eg. 930XXXXXXX) to Red Dot Power Customer Care or WhatsApp it to 8128 6808.


By Cheque

+ What details do I need to know to write a cheque to Red Dot Power?

Firstly, please note that Red Dot Power has now tied up with DBS Bank Ltd for swifter clearance of cheque deposits. To make use of this facility, please write (a) our bank account number (015-904545-5), and (b) your MSSL account number (eg. 930XXXXXXX) at the back of your cheque and deposit it at any DBS or POSB Quick Cheque Deposit Machine (QCDM) near you.


Sample of Payment Cheque (Reverse side)

Or please mail the completed cheque to:
Red Dot Power Pte Ltd
28 Sin Ming Lane
#02-138 Midview City
Singapore 573972
Attn: Accounts Dept

+ Can a customer make payment for more than 1 account in 1 cheque?

Yes, customers can make payments for multiple accounts using a single cheque. If you are planning to drop the cheque at a Quick Cheque Deposit Machine (QCDM), please email the cheque detail, your Red Dot Power account number and amount you are paying for each account.

Or if you are mailing the cheque to us, please also indicate at the back of the cheque the account numbers you are paying toward and respective amount allocation for each account number.


By Red Dot Power Customer Portal

+ How do I enable payments using Red Dot Power Customer Portal?

To make payments using the Red Dot Power Customer Portal, please refer to Customer Portal Payments User Guide for more information.

+ What are the late payment charges and how are these calculated?

Customers are required to pay their invoices in full within fourteen (14) days from the invoice date. If invoices are not paid in full by then, a late payment charge of 1% per month will be charged on the outstanding amount, thereafter.

+ Can I request a late payment charge waiver?

Yes, you can request for late payment charge to be waived but it is subject to approval by Red Dot Power.

To do so, please email us proof of full payment of the current outstanding amount and indicate the reason for request for the late payment charge waiver. If the waiver is approved, it will be reflected in your next invoice.

+ Can I request a waiver of early account termination fee?

In such circumstances where it is beyond the control of a customer (eg. relocation of premises, termination of business), a customer can write to Red Dot Power Customer Care and attach verifiable documents to request a special waiver of Early Account Termination Fee as stated in the Sales Agreement. The grant of such a special waiver rests upon the sole discretion of Red Dot Power.


Update and Changes

+ Can I switch plans after signing up?

The Consumer may switch from their current plan to any other Red Dot Power plan, the Consumer shall be entitled to one (1) switch per contract year. It shall be in writing to Red Dot Power Customer Care at least thirty (30) days before the intended date of change. The new service agreement will be revised to include an extension of three (3) months to the remaining term of the contract. (Extension does not apply to eQ Plan). Not withstanding the above, if the remaining period of the contract is less than three (3) months then no changing of plan is allowed.

+ Can a customer change name using ACRA ID / NRIC number?

Please submit the latest ACRA/Bizfile and completed RDP - ACCOUNT INFO UPDATE form as it is required. Please email to cuscare@reddotpower.com.sg to request this change.

+ How long does the change of name process take?

2 working days


+ Contact Red Dot Power

Main Office: 6659 5843

Customer Service Centre: 6816 6699

Customer Care Email: cuscare@reddotpower.com.sg

Sales Email: sales@reddotpower.com.sg

WhatsApp: 8128 6808

Website: http://www.reddotpower.com.sg/

Customer Portal: http://crm.reddotpower.com.sg/


Supply Disruption Contact:

SP Group 24-hour Electricity Service Centre: 1-800-778-8888