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Learn about EMA’s leadership, milestones and accomplishments.
Explore the career, scholarship and internship opportunities available in EMA.
Discover how the Singapore Energy Story sets the vision towards a net-zero energy future.
Gain insights into the four switches that power Singapore’s economy and our daily lives.
Discover ways to enhance energy efficiency and lower your carbon footprint.
Explore how EMA ensures a reliable and secure energy supply for everyone.
Learn about the intricacies of Singapore’s energy market structure and operations.
Get tips on buying electricity and protecting your family from electrical hazards.
Learn about purchasing gas and safeguarding your family against gas hazards.
Access information on installing solar panels at your home and selling excess electricity to the national grid.
Stay up-to-date with the latest regulations, policies and frameworks governing the energy sector.
Learn about the licences that EMA issues to different stakeholders in the energy sector.
Read about the Codes of Practice and Circulars that EMA publishes to regulate the energy sector.
Collaborate with EMA in co-creating innovative solutions for the energy sector.
Give your comments and feedback on EMA’s policies and regulations.
Discover how EMA works with stakeholders to catalyse new and innovative digital technologies.
Learn about EMA’s efforts in nurturing talent and cultivate interest in the energy sector.
Get quick access to EMA’s services for application of worker licences, scholarships and more.
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 advance notice for planned interruption of electricity 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 90 |
|
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 a voltage complaint that 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 with electricity is ready to receive cable. | 6 weeks | 90 | |
9 | Customer Contact |
Time taken to reply to a 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 application for electricity supply and reply to applicant. | 14 calendar days | 85 |
2 | Providing Supply | Lead time taken to inspect large electrical installation (supply capacity greater than 45kVA) and turn-on electricity supply upon request. | 7 working days | 90 |
3 | Providing Supply | Lead time taken to test small electrical installation (supply capacity less than or equal to 45kVA) and turn-on electricity supply upon request. | 10 calendar days | 90 |
4 | Providing Supply | Time taken to inspect pre-tested electrical installation and turn-on electricity supply upon request after opening of account. | 3 working day | 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 or complaint. | 7 working days | 95 |
7 | Customer Contact | Queuing time at customer service counter (enquiries and opening/closing of accounts). | 20 minutes | 90 |
8 | Customer Contact | Time taken by customer service officer to pick up incoming telephone call. | 30 seconds | 90 |
9 | Metering Services | Time taken to attend to meter disputes at site upon notification. | 8 calendar days | 95 |
10 | Metering Services | Time taken to attend (make appointment, reply) to meter reading issues upon notification. | 5 working days | 95 |
11 | Metering Services | Time interval between successive reading of billing meter(s). | 2 monthly | 95 |