The Minister of State at the Ministry of Energy, Mr. Herbert Krapa, has charged the management of Electricity Company of Ghana (ECG) to take decisive action against recalcitrant staff who are hindering efforts to provide customers with prompt and quality services. Mr. Krapa made the call during a visit to the Customer Services Office of ECG in Accra East, where he expressed the frustrations of ECG customers across the country.
He emphasized that heads must roll when staff persistently make it difficult for ECG to provide quality, affordable, and efficient services to customers. However, Mr. Krapa also acknowledged that many staff members are going the extra mile to provide excellent service and should be rewarded for their efforts.
The Minister was accompanied by Deputy Minister, Mr. Collins Adomako-Mensah, and other officials, who engaged with ECG management and staff during the visit. During the briefing, it emerged that ECG management was surprised by the activities of middlemen, known as ‘goro boys,’ who are obtaining contact details of customers applying for meters through the ECG online process and attempting to dupe them.
Mr. Krapa and his deputy randomly called the ECG complaint center, and the operator responded professionally, earning praise from the Minister. Mr. Krapa noted that the sentiments of customers indicate that their trust in ECG is fast dissipating due to delays in resolving complaints and challenges.
He advised ECG to ensure prompt access to services and efficient resolution of customer problems to win back trust. The Minister also encouraged ECG to use traditional and modern media to engage customers, educate them on services, and prevent the use of ‘goro boys.’
