Residential Terms and Conditions

Best Electricity Supply Pte Ltd’s Terms & Conditions for Retail of Electricity (Residential)

The retail by Best Electricity Supply Pte Ltd (the “Retailer”) and the purchase by the Customer of electricity shall be on the Terms & Conditions set out in the Application Form for Electricity Plan (“Application Form”) signed by or on behalf of the Customer and these Terms & Conditions also includes the Price Plan Details and the Price Plan with Additional Conditions, shall collectively be referred to as “the Agreement”.

1. Definitions

1.1. In the Agreement, the following words shall have the following meanings:

1.1.1. “Average Monthly Consumption” means the average monthly consumption as calculated from the latest 3 months’ electricity consumption in the customer’s utilities bill from the Date of Application Received. In the event the utilities bill is not available, we will use the national average monthly consumption by dwelling type to determine the Average Monthly Consumption.

1.1.2. "business day" means, where expressed by reference to a person in Singapore, any day other than a Saturday, Sunday or a day on which banks are authorised or required to be closed in Singapore.

1.1.3. “Customer” means the person name as stated in the Application Form.

1.1.4. "Default Supply Arrangement" has the meaning given to it in the Code of Conduct for Retail Electricity Licensees (as may be amended from time to time).

1.1.5. “Default Supply Effective Date” is the date on which SP Group successfully transfers the Customer to a Default Supply Arrangement in the event of Retailer of Last Resort (RoLR).

1.1.6. “EMA” means the Energy Market Authority of Singapore.

1.1.7. “EMC” means a person authorised under the Electricity Act (89A) to operate any wholesale electricity market.

1.1.8. “End Date” means the date stated in the Application Form as the End Date.

1.1.9. “Payment Term” means the term stated in the Application Form.

1.1.10. “Plan Period” means the period commencing on the Start Date and unless earlier terminated in accordance with the Agreement, and expires on the End Date.

1.1.11. “Relevant Legislation” means the Electricity Act (89A) and any subsidiary legislation made thereunder.

1.1.12. “Retailer” means Best Electricity Supply Pte Ltd, a Retail Electricity Licensee with Electricity Licence Number of EMA/RE/016.

1.1.13. “RoLR Event” means the Retailer of Last Resort Event whereby the Retailer becomes unable or loses the right to retail electricity to the Customer by virtue of one or more of the events specified in the Code of Conduct for Retail Electricity Licensees.

1.1.14. “Security Deposit” means either the existing security deposit which the Customer has with SP Group or the security deposit provided by the Customer by virtue of Condition 4.3 (as the case may be).

1.1.15. “SP Group” means the market support services licensee (MSSL) authorised under the Electricity Act (89A) to provide market support services.

1.1.16. “Start Date” means the date stated in the Application Form as the Start Date.

1.1.17. “Supply Premises” means the Supply Premises stated in the Application Form for the electricity supply.

1.1.18. “Transmission Licensee” means a person authorised under the Electricity Act (89A) to transmit electricity. As of the date of the Agreement, the Transmission Licensee is SP PowerAssets Ltd.

1.1.19. “U-Save Rebates” means the U-Save Rebates that is part of the GST Voucher Scheme introduced by the Singapore Government for eligible residential consumers to offset their utilities bills.

2. Sale of Electricity and Undertakings

2.1. The “Plan Period” shall commence on the Start Date and expire on the End Date. However, the Retailer has the right to delay the Start Date in the event of any delay by any third parties involved in the establishing or administering of the processes or accounts required to enable the Customer to purchase electricity from the Retailer, in which case the Start Date and the End Date shall be the date notified by the Retailer to the Customer. The Retailer shall notify the Customer of the delay in Start Date in writing within 2 business days from the date it receives notification of such delay from the relevant third party.

2.2. During the Plan Period:

2.2.1. The Retailer agrees to sell, and the Customer agrees to purchase and pay the Retailer for all electricity consumed at the Supply Premises;

2.2.2. The Customer shall arrange for the Supply Premises to be connected to the electricity transmission and distribution system of Singapore and shall obtain such services as may be required to enable the transmission of electricity to the Supply Premises. The Customer shall enter into a connection agreement with the Transmission Licensee in respect of its Supply Premises and shall procure that such connection agreement remain binding and in effect.

2.2.3. The Customer shall maintain its status as a Contestable Consumer, as defined under the Relevant Legislation, and shall not take steps to change such status unless as required under the Relevant Legislation.

2.2.4. The Customer shall not commit theft of electricity.

2.3. The Customer represents and warrants that:

2.3.1. the Agreement has been duly executed and delivered, and the Agreement constitutes valid, legal and binding obligations of the Customer, enforceable in accordance with its terms; and

2.3.2. where the Agreement is executed by any person or representative on behalf of the Customer, such person or representative has been duly authorised to do so by the Customer.

3. Metering

3.1. The Customer acknowledges and agrees that the Transmission Licensee, and not the Retailer, has the responsibility for providing, installing, maintaining, repairing, replacing, inspecting and testing the Metering Equipment in accordance with the Relevant Legislation.

3.2. The amount of electricity consumed at the Supply Premises shall be measured by the electricity meters installed at the Supply Premises. These meters are the property of the Transmission Licensee or any such person authorised by the Transmission Licensee who installed them and the Customer shall not tamper or interfere with such meters in any manner. The Customer shall provide such person with all assistance and cooperation in connection with any inspection, reading, servicing, or replacement of any such meters.

3.3. The Customer acknowledges and agrees that SP Group and not the Retailer, has the responsibility for meter reading and meter data management in accordance with the Relevant Legislation.

3.4. The Customer acknowledges and agrees that the Retailer will calculate and invoice the amount of electricity consumed based on the Metering Option and Metering Point Options as stated in the Application Form and in accordance with the actual quantity of electricity supplied (without any adjustment for transmission losses).

3.5. If it is discovered that any meter reading has been inaccurate or omitted or translation of reading into charges has been incorrect then the amount of money due from or to the Retailer, as advised by SP Group, shall be paid forthwith.

3.6. In the event the metering consumption for the Supply Premises is revised, then, notwithstanding any termination or expiry of the Agreement, the Retailer shall be entitled to make the necessary adjustments to its invoices and render a Tax Invoice reflecting the adjusted consumption to the Customer, who shall promptly make payment within the due date as stated in the Tax Invoice.

4. Security

4.1. Security Deposit shall be retained or collected from the Customer (as the case may be) by SP Group.

4.2. A Customer who has been buying electricity from SP Group or from a retailer who uses SP Group as the billing agent will not be required to provide additional Security Deposit. SP Group will continue to retain the existing Security Deposit.

4.3. A Customer who were previously buying electricity from a retailer who did not use SP Group as a billing agent will be required to provide a Security Deposit in an amount as determined by SP Group.

4.4. The Retailer may at any time increase the Security Deposit if:

4.4.1. The Customer fails to make any payment when due; or

4.4.2. The average electricity consumption over any three month period exceeds the Average Monthly Consumption stated in the Application Form.

4.5. SP Group shall be entitled to deal with the Security Deposit as follows:

4.5.1. SP Group shall be entitled to retain the Security Deposit until such time as, with respect to the Customer, SP Group ceases to act as the billing agent for the supply of electricity and any other utility to such Customer ("Account Closure");

4.5.2. Upon Account Closure, if there are sums owing by the Customer to the Retailer and any other utility supplier who uses SP Group as the billing agent, SP Group shall be entitled to apply the Security Deposit towards reducing such sums; and

4.5.3. If any part of the Security Deposit remains after application of Condition 4.5.2, SP Group shall return the balance to the Customer.

4.6. The Retailer shall not be required to pay any interest on the Security Deposit.

5. Billing and Payment

5.1. The Customer shall be liable for all obligations and liabilities arising from or connected with electricity sales or supplies or related services to the Supply Premises for the Plan Period as stated in the Agreement.

5.2. SP Group serves as the Retailer's billing agent. As such, the Customer will continue to receive a bundled utilities bill from SP Group, which includes the Retailer's charges under the Agreement. The Customer may choose to receive the bundled utilities bill from SP Group either as a printed copy by mail or electronically. SP Group may offer the Customer various payment options for the settlement of the bundled utilities bill. The Customer shall pay to SP Group within the Payment Term of the date the bundled utilities bill is deemed rendered to the Customer without any set-off or deduction.

5.3. SP Group will continue to manage the Customer's U-Save rebates. U-Save rebates will be prioritised to offset non-electricity charges with Singapore Power Services (SPS), remaining U-Save rebates will be used to offset electricity charges with Best Electricity Supply for eligible residential consumers and may not be encashed.

5.4. The Customer will be credited or debited in the subsequent bundled utilities bill rendered, as the case may be, for any adjustment to the previous bundled utilities bill(s) which cause the Customer to overpay or underpay.

5.5. The Customer shall pay any amount due and payable under the Agreement promptly. SP Group may charge a fee, as is fixed by it from time to time, for every payment reminder sent. SP Group may also collect a late payment charge on any outstanding amount owed by the Customer. A late payment charge may be imposed on the Customer for any outstanding electricity charges at the rate of 1% of such outstanding amounts. SP Group may change the payment options and any fees or charges from time to time at its discretion.

5.6. The Retailer may at any time notify the Customer in writing of the replacement or removal of the billing agent.

5.7. Any costs, fees or expenses (including legal costs) that are incurred by the Retailer as a result of the Customer’s breach of the Terms & Conditions of this Agreement or any charge arising out of the Retailer’s enforcement of any of the Retailer’s rights hereunder or under any such legislation shall be recoverable by the Retailer from the Customer on a full indemnity basis.

5.8. Account Closure fee of Ten Singapore Dollars (S$10) is payable by the Customer to the Retailer when there is a request to close the account and any subsequent changes to the account closure request submitted to SP Group on the Customer’s behalf.

5.9. All prices stated are inclusive of 7% Singapore Goods and Services Taxes. Prices will be adjusted according to prevailing Singapore Goods and Services Taxes in Singapore Currency.

6. Dispute Resolution

6.1. Should there be any dispute with regards to the Agreement or the electricity charges, the Retailer will be the first point of contact for the Customer. The Customer may call the Retailer's hotline at 6898 2020 or send an email to cuscare@bestelectricity.com.sg.

6.2. The Customer has 2 years from the issued date of the relevant bundled utilities bill to contest disputes.

6.3. The Retailer will endeavour to resolve dispute under the Agreement amicably within 30 calendar days from it becoming aware of the dispute.

6.4. If the dispute cannot be resolved within the foregoing period, the Customer may refer the dispute to a mediation centre selected by the Customer for resolution by mediation. The Retailer shall agree to such submission and attend the mediation at the mediation centre selected by the Customer. If the parties are unable to reach a mutually satisfactory resolution of the dispute within thirty (30) days of the commencement of such mediation, either party may refer such dispute for settlement by the courts of Singapore (including the Small Claims Tribunal if the matter is within its jurisdiction).

6.5. Where any dispute involves SP Group or/and Transmission Licensee, the Retailer shall use its reasonable endeavours to facilitate resolution of such dispute between the Customer and SP Group or/and Transmission Licensee.

6.6. The Customer acknowledges and agrees that in the event of a dispute the Transmission Licensee may, upon the Retailer's request, provide the Retailer with information relating to the amount of electricity supplied to the Customer (including consumption patterns and meter-reading data) without the need for further consent from the Customer.

7. Limitation of Liability

7.1. The Customer acknowledges that the Retailer does not generate, transmit, distribute or control the supply of electricity and excludes any liability with respect to any loss, damage, cost or expenses which the Customer may incur or suffer in connection with the supply of any electricity to the Supply Premises or any failure or interruption in such supply, howsoever caused. The Retailer shall not in any event have any liability to the Customer for any loss of profits, loss of business, loss of goodwill, or economic loss; or any indirect or consequential loss, whether such liability arises in contract, tort, breach of statutory duty or otherwise.

7.2. Without prejudice to the generality of the foregoing, the total liability of the Retailer for any claims or losses howsoever arising hereunder shall be limited to a maximum of Five Hundred Singapore Dollars (S$500) or the aggregate payment received by the Retailer from the Customer in the last 3 months whichever is lower.

8. Termination

8.1. The Retailer may at its discretion terminate the Agreement by giving 10 business days' written notice to the Customer if:

8.1.1. The Customer is in breach of the Agreement and has failed to remedy the breach within twenty-one (21) days of a written notice from the Retailer;

8.1.2. The Customer is unable to pay its debts as they fall due; or any bankruptcy proceeding is commenced with respect to the Customer; or

8.1.3. The Customer has deceased.

8.2. The Customer shall be entitled to terminate the Agreement by giving the Retailer not less than 30 days’ written notice.

8.3. If there is termination in accordance to Condition 8.1 or Condition 8.2, the Customer shall unless otherwise agreed by the Retailer, pay the Retailer “Early Termination Charges” calculated as follow: Early Termination Charges= Termination Rate X Unexpired Term

8.3.1. “Unexpired Term” means the number of months (rounded down to the nearest month) between the date of the Plan Period is terminated and the date the Plan Period would otherwise have ended.

8.3.2. Termination Rate for each Household Type is shown as below:

Household Type

Termination Rate

HDB 1 / 2 Room

$10

HDB 3 Room

$20

HDB 4 Room

$25

HDB 5 Room / Executive

$30

Private Apartment/ Condominium

$40

Landed (Terrace, Semi-Detached, Bungalow)

$80

8.4. In the event of any early termination of the Agreement by either the Retailer or the Customer, for any incentive given (in the form of Cash Rebate, Vouchers or Billing Rebate) to the Customer as stated in the application form, the Customer shall in addition to the Early Termination Charges (if applicable) be required to pay an amount equal to the pro-rata of the value of the incentive given, with reference to the balance of the Unexpired Term. “Unexpired Term” means the number of months (rounded down to the nearest month) between the date of the Plan Period is terminated and the date the Plan Period would otherwise have ended.

8.5. The Retailer may at its sole discretion waive all or part of the Early Termination Charges payable pursuant to Condition 8.3 and Condition 8.4.

8.6. The Retailer will notify the Customer no less than 10 business days before the Agreement is terminated and that the Customer will be transferred to SP Group. The Retailer will notify the Customer of the electricity purchase option available to the Customer if the Customer does not wish to be transferred to SP Group. The deadline for the Customer to register his choice with the Retailer will be 5 business days before the Transfer Date back to SP Group. If the Customer fails to register his choice by the deadline, the Retailer shall proceed to transfer the Customer to SP Group to buy electricity from SP Group at the regulated tariff.

8.7. In the event of expiry of the Agreement or if there is termination in accordance to Condition 8.1 or Condition 8.2:

8.7.1. In respect of a Customer who has been buying electricity from SP Group or from a retailer who uses SP Group as the billing agent, SP Group will continue to retain the existing Security Deposit; and

8.7.2. In respect of a Customer who has been buying from a retailer who does not use SP Group as the billing agent, the Retailer reserves the right to apply the Security Deposit towards any sums owing by the Customer to the Retailer and if any part of the Security Deposit remains thereafter, SP Group shall return the balance to the Customer.

9. Collection of Customer Data

9.1. By submitting to the Retailer the personal particulars, the Customer consents to the collection, usage, disclosure, storage and processing of information about the Customer (“Personal Data”).

9.2. The Retailer may, without prejudice to its rights at law, use the above-mentioned Personal Data for the purposes relating but not limited to:

9.2.1. The Retailer’s electricity business or related activities;

9.2.2. Processing of the Customer’s application or the entry or execution of the retail agreement between the Customer and the Retailer;

9.2.3. Verifying the details and/or information provided by the Customer.

9.2.4. Transfer the Personal Data (including but not limited to mailing address, electronic mailing address and telephone number) to SP Group to facilitate the implementation of the Retailer of Last Resort (RoLR) Framework as required by the EMA.

9.2.5. Transfer the Personal Data to Credit Bureau to carry out credit checks and for the evaluation of creditworthiness.

9.3. The Retailer may share, make available or transfer the Personal Data, to third parties for the above purposes. Such third parties include but not limited to the Retailer’s holding company, the Retailer’s subsidiaries, agents and contractors.

9.4. If any of the Personal Data changes, especially information relating to contact details, customer type and Average Monthly Consumption, the Customer shall promptly inform the Retailer.

10. Miscellaneous Provisions

10.1. Unless expressly stated otherwise, the words used in these Terms & Conditions shall have the meanings given to them in Electricity Act (89A) and any Relevant Legislation or in the Application Form.

10.2. The Customer shall not be entitled to assign its rights and obligations under this Agreement except with the Retailer’s prior written consent.

10.3. The Retailer may at any time assign all or any part of its rights and obligations relating to any Customer without prior notice or consent of the Customer.

10.4. No failure on the part of the Retailer at any time to enforce or require the strict adherence and performance of any of the Terms & Conditions herein shall constitute a waiver of such Terms & Conditions or affect or impair such Terms & Conditions in any way or the right of the Retailer at any time to avail itself of such remedies as it may have for any breach of such Terms & Conditions.

10.5. The Retailer shall be entitled to observe and comply with all applicable laws, regulation, codes and customs prevailing in Singapore with respect to the electricity supply and shall not in consequence be regarded to be in breach of any obligation or duty it owes to the Customer (whether under the Agreement or otherwise). Any amendment to the Agreement shall require the mutual consent of the parties, unless such amendment is required for compliance with the Relevant Legislation or the Code of Conduct for Retail Electricity Licensees in which case the Retailer may notify the Customer of the requisite amendment in writing and such requisite amendment shall be binding on the parties.

10.6. If the Retailer is affected by a force majeure event beyond its reasonable control, it shall be released from its obligations hereunder during the existence of such event.

10.7. No person other than the Retailer and the Customer shall have any right under the Contracts (Rights of Third Parties) Act 2001 to enforce any provision of the Agreement.

10.8. If any provision in the Agreement is held by any court or other competent authority to be void or unenforceable in whole or in part, the other provisions in the Agreement and the remainder of the affected provision shall continue to be valid.

10.9. This Agreement shall be governed by, construed in accordance with, the laws of Singapore.

10.10. This Agreement may be executed in original, faxed or emailed form. A signed copy of the Agreement transmitted by facsimile or email shall be valid and effective as if executed as an original.

10.11. All notices shall be given or sent by hand, facsimile transmission, email or post (with recorded delivery) to the relevant party at its address or facsimile number stated in the Application Form or such other address or facsimile number as the party may notify the other in writing. Any notice given by post shall be deemed duly given 4 calendar days after it was sent and any notice delivered by hand or by facsimile transmission shall be deemed to be duly served upon delivery or transmission of the same and in proving the same, it shall be sufficient to show that personal delivery was made or that the envelope containing such notice was properly addressed as a prepaid registered delivery letter or that the facsimile transmission was properly addressed and dispatched. The Retailer may also send notices to the Customer by email. Notices sent by email shall be deemed received immediately after being transmitted unless the Retailer has received a message by return that the email transmission had failed or that it was not delivered. The Retailer’s facsimile number is +65 6862 2995.

11. Agreement Renewal

11.1. The Retailer will notify the Customer no less than 1 calendar month before the effective End Date of the Plan Period of the option of Agreement Renewal with the Retailer. Such notification will include:

11.1.1. An explanation stating that if the Customer fails to appoint an electricity retailer in place of the Retailer after the End Date of the Plan Period, the Agreement shall be automatically renewed with the same Price Plan, using the same payment provisions and Plan Period (each such renewed Plan Period shall be referred to the “Renewal Plan Period”) starting on the date falling immediately after the End Date of the Plan Period or Renewal Plan Period (as the case may be), in which event the terms “Start Date” and “End Date” of the relevant Renewal Plan Period shall be revised and construed to mean the first and last date, respectively, of the Renewal Plan Period;

11.1.2. The terms and conditions of the renewed Agreement, should the Customer proceeds with the automatic renewal of the Agreement; and

11.1.3. The option(s) available to the Customer to purchase electricity from another retailer or from the MSSL after expiry of the Agreement, should the Customer does not wish to proceed with the renewal of the Agreement; and

11.1.4. The timelines and mode of communication by which the Customer should inform the Retailer of its choice.

11.2. If the Customer fails to inform the Retailer of its choice within the requisite timelines stipulated in the Retailer's notification, the Agreement shall be automatically renewed in accordance with the terms and conditions of the renewed Agreement as set out in the Retailer's notification with effect from the day following the End Date of the Plan Period.

12. RoLR Event

12.1. In the event of a RoLR Event, the Customer has the option to:

12.1.1. If another retailer has agreed to the novation of the Agreement on the same or strictly better terms and conditions, novate the Agreement to that retailer;

12.1.2. Terminate the Agreement with the Retailer and enter into a new contract with another retailer; or

12.1.3. Purchase electricity from SP Group under a Default Supply Arrangement and accordingly cease its status as a Contestable Consumer, as defined under the Relevant Legislation.

12.2. The Customer shall respond with its election no later than 7 business days prior to the date of occurrence of the RoLR Event. The Customer shall be deemed to agree to purchase electricity from SP Group with effect on and from the Default Supply Effective Date under a Default Supply Arrangement, unless the Customer is transferred to another retailer or SP Group prior to the Default Supply Effective Date.

12.3. The physical supply of electricity to the Customer will not be affected irrespective of the option elected by the Customer under Condition 12.1.1. and the Customer will not be liable for the Early Termination Charges as set out in the Agreement.

12.4. If there is a RoLR Event:

12.4.1. In the event the Customer elects either Condition 12.1.1 or Condition 12.1.2 and the replacing retailer does not use SP Group as the billing agent, SP Group shall be entitled to apply the Security Deposit towards reducing any sums owing by the Customer to the Retailer and if any part of the Security Deposit remains thereafter, SP Group shall return the balance to the Customer; and

12.4.2. In the event the Customer elects Condition 12.1.3, or in the event the Customer elects either Condition 12.1.1 or Condition 12.1.2 and the replacing retailer uses SP Group as the billing agent, SP Group will continue to retain the Security Deposit.