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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.

Press Briefing on the challenges with the BOT System

 

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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