Two officials from the Electricity Company of Ghana (ECG)Leila Abubakari, Manager, External Communications, and Kwame Afari Cheku, Manager for Billing have provided answers to questions ECG customers frequently ask about on the Sunrise show on 3FM.
Tackling issues of interrupted power supply, Leila Abubakari explained that;
“It is physics and it’s bound to be affected by certain elements. If your wire passes through a certain environment, it will be a challenge to stay on all the time. Sometimes trees are heavy on the wires, networks are overloaded, transformers, getting burnt, not able to reach amount of load that is demanded by customers due to faulty generators, and it could be anything.”
About why the ECG does not a have a toll free number despite being a government institution. In response Leila said;
“It’s gradual, we’ve had this request that we need a toll free number especially for people who can’t get access to credit in the middle of the night. The customer service department is looking at bring on a toll free number soon.”
Talking about issues concerning ECG’s neumeter, Kwame Afari Cheku explained;
“Neu is definitely not the only meter, we different kinds of meters and won’t say the problem is with the meter. The problem could be with the general customer service that we are improving every single day.”
Throwing more insight on prepaid credit issues Mr. Cheku said;
“What customers should know is that with prepayments, billing is done in the meter, so your duty is to load money in the meter as you use power then it is redrawn from the money. There is no way money will vanish in the meter if you haven’t used electricity.”
“Customers should know that electricity tariffs that we use are graduated tariffs banks. Moving from one bank to the other requires that you pay more as you use more. Money don’t get vanished from meters.” He added.