Providing Requested Hardcopy Utility Bills Free for Next Three Years and Late-payment Fee Waivers for Affected Customers
Ministry of Trade and IndustrySpeakers
Summary
This question concerns MP David Hoe’s inquiry on whether the Energy Market Authority (EMA) will mandate free hardcopy utility bills and waive late-payment fees for customers affected by SP Group’s paperless transition. Deputy Prime Minister Gan Kim Yong stated that SP Services provides free hardcopy bills upon request and will waive late fees for those impacted by the billing change. Regarding other electricity retailers, Deputy Prime Minister Gan Kim Yong explained that EMA does not require them to provide hardcopy bills as options vary by retailer under the Open Electricity Market. He advised consumers to review standardised factsheets to understand billing arrangements before signing up, as some retailers may charge for paper bills. This policy maintains free hardcopy bills for SP Services customers who wish to receive them while allowing competitive retailers to offer diverse billing options.
Transcript
6 Mr David Hoe asked the Deputy Prime Minister and Minister for Trade and Industry (a) whether the Energy Market Authority will consider requiring all electricity retailers and SP Group to provide hardcopy utility bills upon request and keep paper bills free of charge for the next three years; and (b) whether late-payment fees incurred during SP Group's recent "Going Paperless" transition will be waived for affected customers, especially seniors unaware of the change.
Mr Gan Kim Yong: The Energy Market Authority (EMA) currently requires SP Services to provide hardcopy monthly utility bills to consumers who wish to continue receiving them. SP Services does not charge for these hardcopy bills. If there are consumers who missed their recent bill payments due to the transition to electronic billing, SP Services will waive the late payment fees for these consumers.
EMA does not require all other electricity retailers to provide hardcopy bills. Under the Open Electricity Market, electricity retailers may offer different billing options to consumers. Some retailers only offer electronic billing. Among retailers who offer hardcopy bills, some provide it free of charge while others may charge a fee.
Consumers have a choice of retailers. Consumers should carefully consider the terms and conditions of the retailers, including their billing arrangements, before signing up with the retailers. EMA requires each electricity retailer to provide consumers with a standardised factsheet to state its billing arrangements, alongside other key terms.