Minister of State at the Ministry of Energy, Herbert Krapa, has charged the Electricity Company of Ghana (ECG) to intensify its efforts to win back dissipated public trust in the institution while also urging the leadership of the power distributor to implement stronger systems to ensure that customer grievances are promptly and effectively addressed.
The minister made the comment after a working visit to ECG’s Accra West regional office to acquaint himself with the operations of the Customer Service Office.
Herbert Krapa in a sideline media engagement after the visit observed with concern a deficit in public trust in ECG, stressing the importance of winning back public confidence.
“I have also told them [ECG] that they have to work harder to win back the trust of customers. ECG is really set up to sell services to the Ghanaian people and customers and in recent times, it is obvious if you listen to the cry of the people…if you listen to the sentiments of the people on the ground, it is obvious that the trust that is supposed to exist between the utilities ECG and customer…it is obvious that trust is fast dissipating.
“I have urged them… to make sure they work very hard to win back that trust. How you win back that trust is ensuring that people have access to you and you are dealing with the problems they are bringing to you in an efficient and timely manner then when you tell them you have a fault, they believe you,” he stated.
“I have also admonished them [ECG] to make sure they are doing all of this within hours. I have told the Managing Director that we can’t accept ECG taking forever or too long to resolve the complaints and challenges of customers.
“They have to work harder to make sure customer complaints are resolved within hours. I went round the customer service office…the processes can be compressed so that we remove the duplication and bring in more efficiency,” Herbert Krapa added.
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