News and Events

The Electricity Company of Ghana Limited wishes to apologise to our Customers on the BOT prepayment system over the long delays they are experiencing in their bid to vend. +++ This situation is as a result of work in progress to completely resolve the initial challenge and normalize the BOT prepayment business process. +++ Once again we sincerely apologise for the inconvenience.

Date: 11th December 2017
Location: ECG Head Office

  • We start by once again sincerely apologising for the inconvenience and stress that we have caused our customers who have been affected by the BOT vending challenge.
  • This briefing is a follow up to the one we had on the evening of Friday December 8th 2017 and it is to give an update of how the challenge has been managed so far.
  • On Friday, we informed our BOT Customers and the general public that we had set up two data centres for the reactivation of the faulty cards at our Kaneshie and Achimota District Offices. By 5pm on Friday, the experts had been able to set up the two additional Districts which are Dansoman and Korle-bu to reactivate the faulty cards.
  • It is imperative to note that we worked throughout the weekend, Saturday and Sunday, from morning and closing after midnight on both days.
  • By Saturday and Sunday, all the four affected Districts were working to reactivate faulty cards which will enable customers to purchase electricity.  
  • By Sunday evening, when I went round, there were virtually no queues. The few customers who were waiting under tents were waiting for their cards to be replaced, as we had started replacing some of the cards, or waiting to be called for collection.

CURRENT SITUATION

  • We wish to state that we have substantially resolved the BOT challenge. Customers should therefore visit their District Offices (Kaneshie, Korle-bu, Dansoman, Achimota), to do normal business with ECG. BOT customers should please note that the faulty cards are reactivated only once, and after the reactivation, you can purchase electricity at all vending points.
  • What we are doing today is mopping up, where some faulty cards need outright replacement, and others who deposited their cards earlier are at our offices for collection.  
  • We once again sincerely apologise for the inconvenience caused and wish to thank our numerous customers and stakeholders for their patience and understanding. 

Date: 8th December 2017
Location: ECG Head Office

  • We start by sincerely apologising for the inconvenience and stress that we have caused our customers who have been affected by the BOT vending challenge.
  • This is a follow up to yesterday’s press briefing and it is to maintain contact and updates of what we are doing so far to bring this unfortunate situation to a complete end.
  • You will recall that the challenge with BOT vending is with four districts, namely Korle-bu, Dansoman, Kaneshie and Achimota, out of 20 districts within the greater Accra Region where we are operating the BOT prepayment system.

Current Situation

  • Yesterday, Thursday 7th December 2017, we maintained a customer service desk of 40 in number to attend to customers at the project office where the team of BOT System Administrators are located. As usual, they worked the whole day to 12midnight, dealing with the backlog of deposited faulty vending cards which need reactivation.
  • Today, the experts were able to re-engineer the system to reduce the human intervention and therefore we are operating a higher automated system that runs faster than the previous one, and we have increased the service desks from 40 to 60.
  • We have also been able to setup a customer service desk at the Kaneshie District office which is within the Avenor Office of the Accra West Region, and also at the Achimota District where customers under these districts should contact for the reactivation of their cards.
  • With respect to the two other Districts, namely Dansoman and Korle-Bu, we wish to appeal to customers to deposit their faulty cards after it has been proven to be dysfunctional with their names and phone numbers. These will be reactivated and they will be called to come and pick their cards or will be given a time for collection.
  • We once again sincerely apologise for the inconvenience caused and wish to thank our numerous customers and stakeholders for their patience and understanding.
  • We will continue to work assiduously to completely resolve the challenge. 

 

Background
• The BOT prepayment vending system failed on Sunday December 3rd 2017 at 7am.
• By Monday, we were unable to vend to any customer within the Kaneshie, Korle-Bu, Dansoman and Achimota Districts
• Customers started vending, then information triggered in that customers who purchased credit after 14th November 2017 were unable to vend at their various districts and vending points because their cards had been corrupted and needed to be reactivated.
• Unfortunately, instead of depositing their cards at their various districts for it to be worked on, customers were rather directed from the various vending points to the Project Office where a team of experts are resolving the challenge, and led to the massing up of customers.

Interventions
• Because of the huge numbers at the Project Office, we advised customers to leave their cards and phone numbers for the cards to be reactivated, after which they will be called to pick the cards.
• On Wednesday, from 5pm, after the completion of the work on the server, we set up an additional 40 Help Desks to serve customers.
• ECG served customers beyond 11pm on Wednesday.
• From this morning, we have been clearing the backlog and immediately the cards are reactivated, customers can vend at any vending point in their Districts.
• Please note that the current challenge has to do with customers whose cards need reactivation because of the initial challenges with the server.
• All customers on the BOT prepaid system can now vend smoothly apart from those who purchased credit after 14th November 2017, whose cards need to be reactivated because of the initial fault that occurred with the server.
• In order to reduce congestion at the Project Office, customers are advised to deposit their cards and phone numbers at the District offices. (A special desk has been set up to handle that). The District will ensure the reactivation of their cards and call them to pick them up.
• The Company intends to ensure that all its prepayment metering systems will be smart devoid of customers visiting vending points, but instead utilizing a mobile app to purchase credit online.
• The Management and Staff of the Company sincerely apologise for the inconvenience caused and wishes to assure stakeholders and customers that every effort is being made to resolve this challenge today.

 

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As at 10:00pm Wednesday evening, 6/12/17, these are pictures of the help desk still serving customers at the project office when the Managing Director of ECG came to verify the status in remedying the BOT prepaid vending challenge. 
Customers should please note that ECG is still working assiduously to completely rectify the problem.
IMG 20171207 WA0036
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The body of a suspected cable thief was found electrocuted near the Takoradi Technical University in the Western Region on Friday, November 10, 2017.
Personnel from the Electricity Company of Ghana (ECG) in Takoradi, were at the time undertaking repair works on the company’s 33kV underground cable that supplies power to the harbour enclave in Takoradi, when the deceased’s body was found in a trench.
He apparently attempted tampering with the cables, as an initial search on him revealed a blade and cutlass which he may have used to cut the cables.
The cable was cut open and the copper screen, known to be targeted by most cable thieves, had been pulled out.
In recent years, cable thieves have targeted ECG’s copper cables which are known to be very valuable; the copper screens are used for the making of rich ornaments and accessories.
The deceased’s body has since been deposited at the Effia Nkwanta Regional Hospital mortuary by the police.
We hope that our cherished customers and the general public will avoid this high-risk illegal act which has invariably led to avoidable electrocutions and outages to some critical customers.

Cable thief electrocuted 3 1024x768
 

Arrested

The Dzodze Magistrate Court has convicted a man for assaulting a staff of the Electricity Company of Ghana (ECG) and illegally taping electricity, after he pleaded guilty of the offences.
Presenting the facts of case to the court on Friday, the police prosecutor said, the suspect, Mac-Billy Ani, was allegedly caught last month by an ECG technician illegally connecting electricity to his Ehi-Biase Kpota home in the Ketu North District of the Volta Region.

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Email: ecgho@ecggh.com

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