ECG blames 'slow internet' for debts owed by pre-paid customers

The Electricity Company of Ghana (ECG) says slow internet connectivity explains why despite buying pre-paid credit, customers are told they owe the power distribution company.

If the internet is slow, the meter is unable to update ECG *billing system that a customer’s credit is used up hence the power stays on making the customer indebted to ECG, the company's Energy Economist, Ebenzer Baiden explained.

But he conceded that "ideally, the pre-paid meter shouldn’t say a customer owes” on Joy FM's Super Morning Show Wednesday.

This situation of 'vanishing credit' has left customers feeling short-changed and bewildered since the implementation of pre-paid metering began.

Photo: Customers buying pre-paid credit at an ECG office

In view of this anomaly, consumers are questioning the quality of meters imported by ECG. But the Energy Economist has defended the quality of the meters saying the power distribution company obtains clearance from the standardising body, the Ghana Standards Authority before importing meters.

If there are problems, it could be because the ECG is using six different technologies in pre-paid metering. Nonetheless, the ECG is working to harmonise these technologies, Ebenezer Baiden said.

In one of these technologies, “when your consumption reaches zero and it doesn’t trip then it moves you into credit mode until you come to purchase [the next time]”, the Energy Economist disclosed.

For example, he said, some pre-paid meters function as a post-paid meter. In this case, the customers consume beyond what they bought without noticing that they have used up more than the quantity of units purchased.

"One way or the other, if the customer goes beyond zero units, isn't that a debt to ECG?" Ebenezer Baiden suggested.

But in reaction, the Public Affairs Director of the Ghana Standards Authority Amponsah Bediako accused the ECG of circumventing the Authority in the processes leading to the procurement of meters.

He lamented that ECG often fails to obtain clearance from the Authority before ordering in meters.

“Unfortunately, sometimes the orders are made before it comes to our attention….it is unfortunate, but that is the truth and nothing but the truth”, he stressed.

The Public Affairs Director noted that “there is a huge problem” and customer complaints should not be written off.

“When customers complain, we should not assume that they don’t have a case,” Amponsah Bediako advised.

Although ECG is now working with the Ghana Standards Authority to address the problem, the Public Affairs Director said he expects the problems would persist for some time.

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