ECG Under Pressure Amid Complaints Over New Metres
The Electricity Company of Ghana (ECG) is facing increasing criticism as customers grapple with network failures and issues related to the company’s new electricity metres. Complaints of excessive consumption rates and difficulties in recharging prepaid metres have left many customers frustrated, particularly with the festive season’s increased electricity demand looming.
While replacing ageing metres is part of ECG’s digitalisation efforts, the rollout has exposed flaws in stakeholder engagement and technical readiness. Persistent challenges have eroded customer trust and sparked concerns about illegal electricity connections, a longstanding issue in Ghana’s energy sector. With erratic charges and unreliable service, some customers may resort to illicit measures, further complicating ECG’s revenue recovery efforts.
To rebuild public confidence, ECG must act swiftly. Transparent communication about the metre replacement process and a robust response to customer complaints are critical. Deploying dedicated teams to resolve technical issues and ensuring stable power supply during the holidays could alleviate public frustration. Moreover, government and regulatory authorities must address systemic issues like electricity theft and ensure affordable, reliable access to energy for all.
The festive season provides ECG with a chance to demonstrate its commitment to service excellence. By addressing current challenges head-on and prioritizing customer satisfaction, the company can turn this crisis into an opportunity to restore trust and solidify its role in Ghana’s energy sector. Anything less risks long-term damage to both its reputation and public trust.