The Electricity Company of Ghana (ECG) has pledged to improve customer service delivery, address billing concerns and strengthen engagement with consumers following a two-day stakeholder dialogue with residents and community leaders in Sogakope in the South Tongu District of the Volta Region.
The engagement, which was chaired by the Volta Regional Minister, James Gunu, brought together ECG officials, members of the concerned citizens of Sogakope and other key stakeholders to discuss issues relating to customer service, electricity billing and power supply reliability.
The meeting provided an opportunity for customers to directly engage ECG management on challenges affecting service delivery and to seek solutions to concerns that have impacted public confidence in the power distributor.
A major issue raised by participants was what they described as abnormal and estimated electricity bills. Some customers also complained that they continued to receive bills even after their electricity supply had been disconnected.
Residents expressed concern that such experiences were creating frustration among consumers and called on ECG to take swift action to improve accuracy in billing and enhance customer satisfaction.
Responding to the concerns, ECG officials explained the processes involved in customer billing and meter reading, while outlining some of the factors that could lead to billing discrepancies.
The company assured customers that all genuine complaints would be investigated and resolved through established customer service channels.
ECG also used the platform to educate customers on how to report billing anomalies and access available complaint-resolution mechanisms.
As part of efforts to improve customer relations, ECG announced plans to intensify customer education and engagement activities across the district and the wider Volta Region.
These initiatives will include customer clinics and outreach programmes aimed at bringing customer service closer to communities and ensuring that concerns are addressed promptly.
The company said strengthening communication with consumers remains a key component of its strategy to improve service delivery and build trust with customers.
The Volta Regional Minister, James Gunu, commended the dialogue and stressed the importance of maintaining open communication between utility providers and consumers.
He noted that effective customer engagement is essential to addressing public concerns and improving confidence in the power sector.
Mr. Gunu also briefed participants on government interventions aimed at strengthening the electricity sector and improving the reliability and stability of power supply across the region.
He urged customers and stakeholders to continue working closely with ECG to ensure efficient service delivery and the sustainable development of the power sector.
The stakeholder dialogue formed part of ECG’s broader commitment to transparency, responsiveness and customer-centred service delivery.
By providing a platform for direct engagement, the company hopes to better understand customer concerns and implement solutions that improve the overall customer experience.
The meeting was attended by the District Chief Executive for South Tongu, Victoria Dzeklu; Divisional Commander ACP Emmanuel Ofori; representatives of the District Security Council (DISEC); members of ECG’s Regional and District Management Teams led by Regional Engineer Godfred Awuku; selected Assembly Members; and the leadership of the Concerned Citizens of Sogakope.
