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Our Energy Story

Overview

Discover how the Singapore Energy Story sets the vision towards a net-zero energy future.

Energy Supply

Gain insights into the four switches that power Singapore’s economy and our daily lives.

Energy Demand

Discover ways to enhance energy efficiency and lower your carbon footprint.

Energy Grid

Explore how EMA ensures a reliable and secure energy supply for everyone.

Energy Market Landscape

Learn about the intricacies of Singapore’s energy market structure and operations.

Consumer Information

Electricity

Get tips on buying electricity and protecting your family from electrical hazards.

Gas

Learn about purchasing gas and safeguarding your family against gas hazards.

Solar

Access information on installing solar panels at your home and selling excess electricity to the national grid.

Regulations & Licences

Regulations

Stay up-to-date with the latest regulations, policies and frameworks governing the energy sector.

Licences

Learn about the licences that EMA issues to different stakeholders in the energy sector.

Regulatory Publications

Read about the Codes of Practice and Circulars that EMA publishes to regulate the energy sector.

Partnerships

Calls for Proposal

Collaborate with EMA in co-creating innovative solutions for the energy sector.

Consultations

Give your comments and feedback on EMA’s policies and regulations.

R&D Engagements

Discover how EMA works with stakeholders to catalyse new and innovative digital technologies.

Talent Development

Learn about EMA’s efforts in nurturing talent and cultivate interest in the energy sector.

Welcome to EMA's website. We would love to have your valuable feedback.

Performance Standards for Electricity Licensees

EMA sets performance standards for the licensees to ensure that electricity is delivered reliably with a high quality of service.

Taking reference from the performance standards, EMA tracks the performance of the licensees. The latest statistics of our licensees’ performance can be found under our Statistics section.

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No. Service Dimension Service Indicator Service Standard Performance Target (%)
1 Availability of Supply Minimum duration of notice of interruption of supply. 7 calendar days 95
2 Reliability of Supply Number of power failure incidents* caused by failure of, damage to, or operation of Licensee’s equipment or cables. 0 100
3 Restoration of Supply Time taken to restore electricity supply for each power failure due to failure of, damage to, or operation of Licensee’s equipment or cables rated at 22kV and below.

3 hours

2 hours

100

≤10
4 Quality of Supply Time taken to rectify voltage complaint or limit violation. 2 calendar days 95
5 Quality of Supply Time taken to correct voltage complaint which requires network reinforcement. 6 months 99
6 Quality of Supply Number of voltage dip incidents* due to failure of, damage to, or operation of Licensee’s equipment or cables. 0 100
7 Providing Supply Time taken to implement electrification scheme requiring new substations after take-over of substation (up to 22kV). 10 weeks 90  
8 Providing Supply Time taken to implement service connection requiring cable installation work, after premises to be supplied is ready to receive cable. 6 weeks 90
9

Customer Contact

 Time taken to reply to written complaint.

7 working days

95
10 Metering Services Time taken to attend to meter problem at site upon notification. 8 calendar days 95

*Only incidents where the Licensee is determined by the Authority to be at fault will be counted.

No. Service Dimension Service Indicator Service Standard Performance Target (%)
1

Providing Supply

 Time taken to process supply application and to reply to applicant. 14 calendar days 85
2 Providing Supply Lead time taken to inspect and turn-on large electrical installation (supply capacity greater than 45kVA) upon request. 7 working days 90
3 Providing Supply Lead time taken to test and turn-on small electrical installation (supply capacity less than or equal to 45kVA) upon request. 10 calendar days 90
4 Providing Supply Time taken to inspect and turn-on pre-tested electrical installation upon request after opening of account. 3 working days 98
5 Providing Supply Waiting time at site for appointment to turn on or cut-off electricity supply. 1.5 hours 90
6 Customer Contact Time taken to reply to a written enquiry (including complaint). 7 working days 95
7 Customer Contact Queuing time at customer service counter (enquiries and opening/closing of account). 20 minutes 90
8 Customer Contact Time taken by customer service officer to pick up ringing telephone. 30 seconds 90
9 Metering Services Time taken to attend to meter problem at site upon notification. 8 calendar days 95
10 Metering Services Time taken to respond (make appointment or reply) to meter disputes upon notification. 5 working days 95
11 Metering Services Time interval between successive reading of billing meter(s).  2 monthly 95