The Accra East Region of the Electricity Company of Ghana (ECG), has officially launched its 2026 Customer Service Week celebration, running from Monday, 26th October to Friday, 30th October 2026, under the theme “The Extra Mile.”
Addressing the media, on Monday, the General Manager for ECG Accra East Region, Ing. Dr. Bismark Otoo, emphasized that excellent customer service extends beyond power supply, billing, and resolving inquiries to building lasting relationships based on trust, respect, and accountability.
Ing. Dr. Bismark Otoo noted that every customer matters, every concern deserves attention, and every interaction presents an opportunity to improve experience across the region.
Describing customers as “partners in progress,” he acknowledged that timely bill payments, cooperation with field officers, and adherence to regulations contribute to ECG’s operational sustainability, while recognizing existing challenges in billing, metering, power supply, and complaint resolution.
While striving to improve on its services, ECG he said, recognises the need to “create more opportunities for direct engagement, provide accurate information and listen to the experiences of the people we serve.”
To bridge the existing gap between management and consumers, ECG Accra East, he said is deploying three major initiatives throughout the Week, across its eight operational districts: Makola, Teshie, Roman Ridge, Akwapem Mampong, Dodowa, Legon, Kwabenya, and Adenta.
Under the first initiative, a regional management will visit 20 consistently paying customers across the eight districts to present certificates of appreciation and ECG-branded souvenirs.
These visits, which started at the Kempinski Hotel, aim to recognize customer loyalty and provide an avenue for direct interaction, feedback, and suggestions on service delivery.
Other customers on the list include the Labadi Beach Hotel, Blow Chem Industries Limited, Best Plast Limited, the Al-Rayan School and Ghandour Cosmetics Limited.
Through the second initiative, “Leaders in Service,” he will lead regional and district managers to frontline service desks at selected Customer Service Centres.
At these Centres, Management personnel will interact directly with customers, receive complaints, assist with enquiries, and ensure issues are formally documented for follow-up, demonstrating that customer satisfaction is a collective responsibility across all management levels.
Explaining the rationale behind this, he said, “By participating in frontline service, we intend to demonstrate that customer satisfaction is not the responsibility of the Customer Service Department alone. It is a collective responsibility that extends to every employee and every level of management.”
Ing. Dr. Bismark Otoo assured customers that all complaints logged during the week will be recorded, monitored, and referred for appropriate action.
The third activity will involve holding customer clinics at selected public markets across all eight district offices.
These market clinics will serve as accessible platforms to assist the public with billing, metering, consumption, payment channels, complaint procedures, and energy conservation.
ECG personnel will also educate attendees on electricity safety, caution against illegal connections, and alert the public to avoid fraudulent individuals by verifying staff identities and using official payment channels, specifically the ECG Power App and their *226# USSD code.
Ing. Dr Otoo iterated that “Our objective is to make customer service more accessible, improve public understanding of ECG’s operations and resolve concerns more effectively. Our customers should expect a more visible management presence, greater opportunities to engage with ECG personnel and practical assistance in understanding our services. We want customers to feel comfortable asking questions, reporting concerns and seeking clarification on issues affecting their electricity supply and accounts.”
He emphasised the need for ECG staff to keep up the spirit of “The Extra Mile” beyond Friday, October 30, stating that “the real measure of this celebration will be what happens afterwards: how we respond to complaints, how we treat customers at our offices, how effectively we communicate service information and how consistently we demonstrate professionalism in our daily work.”
