Resolved: On Tuesday, 12th July, 2011, the ‘Electricity Company of Ghana (ECG) Customer Disservice Series’ released a new episode. The story not being an original script, a wrong meter reading resulted in a bill of GH¢ 57,000 instead of GH¢ 2,700, resulting in a power disconnection at the premises of CIT SYS Co Ltd.
According to ECG, it was an enforcement policy to disconnect high debtors immediately, even if it is their fault for not delivering electricity bills for over four months, for making the wrong reading [which is no reading at all but an estimation by a lazy meter reader], and for short-changing a Ghanaian consumer.
Even with instruction from the PURC, it took altercations, bigotry, chauvinism, arrogance and a snapshot of the old image of poor customer relations to get PURC’s instruction taken heed to. The ECG power suppliers are Conservatives that really know how to wield their power!
The protagonist, the District Manager of the ECG Makola Division was playing Don Quixote, feeling larger than life, and boasting of his power to disobey instructions from the PURC and the ECG Director of Customer Service.
The melodrama was a scene that depicted the ECG disconnection team robots blaming the ECG Billing and Claims Department for the inefficiency of the latter and claiming that the only way to get ECG to act responsively is for wrongfully disconnected consumers to rather put pressure on ECG as they (the disconnection robots) have to do their disconnection work anyway.
After all the corrections are made and the PURC instruction was finally heeded to, who now pays for lost business income resulting from the ECG billing mistake and the wrongful disconnection and when? PURC?
The prophesy of the Consumer Partnership was true as it has come to pass that the PURC lacks the drive to enforce its publicity stunts intended to make the organisation look consumer-friendly. Making laws and regulations is one thing and enforcing them is another ball game all together. The process of enforcement must go beyond letters and phone calls to bringing to book men behaving badly at ECG.
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