The Electricity Company of Ghana (ECG) has given an assurance that the franchise system it has introduced to enhance customer service and further improve efficiency in its prompt service delivery is safe and secure.

It stated that, contrary to concerns that the new system might lead to customer fraud, its cashless system, which is now the only mode of payment, would prevent such incidents.

Also, it is deploying multi-faceted security and safety approaches to prevent any fraud incidents.

These include franchisees being identified primarily by their ECG vests and IDs, operational digital hand devices for instant billing and area verification, letters confirming their assigned areas and the ability for customers to verify the franchisees’ IDs on the spot using the ECG App or short code.

"Indeed, the franchisees are not new personnel; these are ECG staff who have been undertaking meter-reading and bill distribution in their areas of operations and are already known faces to customers.

They have only been given more responsibility to handle other services other than what they initially did to cut down on the number of staff who serve the area for the different services to bring efficiency”.

He said customers were also encouraged to call the district managers of the designated operational areas to verify the legitimacy of the franchisees who show up without these identifiable working permits.

Customer-centric service

Mr Boateng said the franchise officer initiative was designed to enhance customer convenience, improve billing accuracy and strengthen ECG’s engagement at the community level.

“This initiative is part of efforts by the ECG to transform its service into a customer-centric power distribution service provider.

“By decentralising these services, we are ensuring that customers receive timely and efficient support right at their doorsteps,” he explained.

"Importantly, nobody, not even the managing director, has the mandate to receive any form of cash or mobile money payment on behalf of the ECG. Every payment must be made through the App or short code #226," the ECG director of communications  emphasised. 

Franchisee deployment

The ECG has introduced the deployment of franchise officers across all district operational areas as part of measures to enhance operational efficiency and improve service delivery.

This new commercial and customer service approach, which began on February 1, has some staff being deployed as franchisees, tasked to provide all services with the exception of fixing faults.

The franchise officers are to support ECG’s field operations by undertaking tasks such as reading postpaid meters, checking the integrity of prepaid meters, distributing postpaid bills and printing bills on-site using handheld devices.

Officers will also assist customers to make payments through approved digital platforms, including the ECG Power App and short code 226#, with ECG stressing that cash payments are strictly prohibited.

Additionally, franchise officers will be responsible for disconnecting customers whose accounts are in arrears and identifying and reporting any illegal electricity-related activities for appropriate action.