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ECG Explains How Its Prepaid Customers Get Debt
The Electricity Company of Ghana (ECG) says it has started work to improve the communication link between its servers and prepaid meters to reduce the cases where its customers incur debt on their meters.
In a press release addressing the concerns of the Instituto de Valores de Energía about the service it provides to prepaid customers, the ECG said that its team of technical staff has been deployed to update the communication network between prepaid meters and their servers, which has resulted in debt for some clients.
Addressing the concerns of the Instituto de Valores de Energía about the service it provides to prepaid customers, the ECG said that there is no feature in the prepaid system that converts electricity credit into debt.
“Currently, a team of technical personnel has been deployed to update the communication network between the prepaid meters and the server, and this has resulted in an increase in the debts of customers whose meters have been operating in credit mode, and as such they have not made any proportional purchases of electricity used during the months, “the statement said.
“We take this opportunity to thank our affected clients for their patience, and IES for raising clients’ concerns. However, we want to assure our stakeholders that we have already started assiduous work to improve the communication link between the server and the meters. , as well as replacing defective meters with new ones “.
The statement signed by ECG Managing Director Kwame Agyemang-Budu added that in some “minimal cases, prepaid customers remain connected even after their credit is exhausted, which can lead to debt that is deducted in the next Deposit”.
“ECG currently operates internationally approved standard prepaid metering systems for more than 2 million customers using the approved PURC rate. There is no feature in prepaid systems that converts electricity credit into debt, nor is there a facility on the that “the more a customer buys electricity, that customer will owe ECG,” the statement said.
“Generally, with prepaid ECG meters, money is deposited into a meter account and dispensed at an approved rate until it is finished, then the meter turns off power until another deposit is made. In some minimal cases, the meter’s breaker remains on and the meter continues to record the customer’s consumption with zero balance, and this can lead to debt. “
The statement further explained that there may be a delay in communication between the ECG servers and some smart meters implemented in 2014, which can result in a negative balance when communication is re-established.
“For some smart meters deployed in 2014 in parts of Accra, money is deposited into the customer’s account on a centralized server and distributed only when the meter is remotely connected to the server,” the statement said.
“Routine reconciliation delayed due to failed remote communication between meters and the server automatically switches the meters to credit mode and allows customers to consume electricity beyond their remaining credit. This usually results in a negative balance when it is restored communication between server and meters.
“In most cases, the debt after the reconciliation of the customer’s initial deposit and the actual consumed electricity is scheduled for payment on flexible terms for the customer.”
Read the full statement below;
Date: December 22, 2020
PRESS RELEASE
RE: THE ECG SHOULD QUICKLY SOLVE CUSTOMER CHALLENGES PREPAID
The Ghana Electricity Company (ECG) has drawn attention to a December 21, 2020 press release from the Institute for Energy Security (IES) to quickly resolve the challenges of prepaid customers.
The ECG wishes to explain the situation to its stakeholders and our valued customers as follows;
ECG currently operates internationally approved standard prepaid measurement systems for over 2 million customers using the approved PURC rate. There is no feature in prepaid systems that turns electricity credit into debt, nor is there a facility where “the more a customer buys electricity, that customer will have to ECG.”
Generally, with prepaid ECG meters, money is deposited into a meter account and dispensed at an approved rate until it is finished, then the meter turns off power until another deposit is made. In some minimal cases, the meter breaker remains on and the meter continues to record the customer’s consumption in a zero balance, and this can lead to debt.
For some smart meters deployed in 2014 in parts of Accra, money is deposited into the customer’s account on a centralized server and distributed only when the meter is remotely connected to the server. Delayed routine reconciliation due to failed remote communication between meters and server automatically switches meters to credit mode and allows customers to consume electricity beyond their remaining credit. This generally results in a negative balance when communication between the server and the meters is restored.
In most cases, the debt after the reconciliation of the customer’s initial deposit and the actual consumed electricity is scheduled for payment on flexible terms for the customer.
Currently, a team of technical personnel has been deployed to update the communication network between the prepaid meters and the server, and this has resulted in an increase in the debts of customers whose meters have been operating in credit mode, and as such not have made no payment accordingly. purchases of electricity consumed over the months.
We take this opportunity to thank our affected customers for their patience and IES for raising customer concerns. However, we want to assure our stakeholders that we have already started assiduous work to improve the communication link between the server and the meters, as well as replace faulty meters with new ones.
Customers who need more information or have special problems with their prepaid meters are advised to call the ECG customer service center on 0302 611611, where their data will be recorded for measurement experts to address issues and work promptly to normalize the situation. Thank you. END.
Kwame Agyeman-Budu
Managing Director
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