The Chief Executive Officer of PNG Power Limited (PPL), Mr. Paul Bayly, confirmed in a Press Conference today that no customer will lose money, following recent system disruptions, emphasizing that every transaction remains recorded and fully recoverable.
Mr. Bayly underscored the company’s commitment to transparency and accountability during the restoration process.
“Let me be clear, no customer will lose their money. Every transaction is recorded and every token is recoverable,” he stated.
PNG Power has successfully stabilized its Easipay system following a nationwide outage, with full restoration expected in the coming days.
The outage disrupted electricity top-ups across homes and businesses, causing inconvenience for thousands of customers.
The outage revealed vulnerabilities tied to the system’s previous management by third-party providers.
In response, PPL is transitioning the Easipay system and its data to a Papua New Guinea-based data centre.
“This transition is essential. It will strengthen reliability, improve responsiveness, enhance data security, and ensure that sensitive customer information stays in Papua New Guinea.”
Over the past 48 hours, PPL engineers and technical teams have worked tirelessly to restore services for the third-party vending partners, including BSP Online, Digicel, and Interlink have resumed transactions under a phased reopening plan, ensuring system stability as access expands.
Full service for all agents is expected within two weeks and engineers are monitoring transaction volumes and backend performance to prevent further disruptions.
Customer support remains a top priority as PPL launched the Easipay Token Relief Portal to assist customers who paid during the outage but did not receive tokens.
The digital portal allows users to register their meter numbers and retrieve missing tokens, with over 100 successful recoveries recorded so far.
The national call center is proactively contacting affected customers to ensure all tokens are recovered.
Meanwhile, the company is also upgrading old seven-digit meters to 11-digit units, addressing limited token combinations and outdated vendor support.
The new meters are designed to improve security, reliability, and compatibility with modern vending systems.
Customers with seven-digit meters who were previously unable to access tokens will have full access restored within hours.
The transition also reduces reliance on offshore vendors and retains more economic value in the country.
To support these modernization efforts, Kumul Consolidated Holdings has invested K1.4 million to support the installation of the PPL Oracle ERP system and broader recovery initiatives, reinforcing the company’s efforts to modernize its infrastructure and enhance service delivery.
Mr. Bayly praised the dedication of PPL staff, many of whom worked around the clock during the Easter period to restore services.
“We are committed to improving our systems and delivering a stronger, more reliable Easipay platform for the future,” he said, acknowledging the hard work and resilience of engineers, technicians, and customer support teams.
As PNG Power moves forward, the company remains focused on building a robust, secure, and customer-centric Easipay system that can meet the demands of a rapidly evolving electricity market while safeguarding the interests of Papua New Guineans.
