Ghana electricity customers decry unexplained bill adjustments amid ECG service complaints

Consumers of the Electricity Company of Ghana (ECG) are reporting large, unexplained adjustments on their post‑paid electricity bills, prompting calls for greater transparency and better customer service.

One customer said a recent adjustment added GH¢9,000 to the amount owed, while another described a jump from GH¢90 to GH¢1,189 after an "adjustment" was applied. The complaints are not isolated; several people have visited ECG’s Kumasi sub‑station office, its Hohoe office and various Accra locations seeking explanations, only to encounter what they describe as dismissive and unhelpful responses from tellers and frontline staff.

ECG acknowledged in November 2023 that a new process for verifying meter readings – described as a “fix the bill, pay the bill” exercise – had caused difficulties with estimated bills. The utility says that adjustments can be legitimate when earlier bills underestimated actual consumption, but it has not provided the detailed calculations that customers are demanding.

Regulatory framework and board accountability

Ghana’s consumer‑service regulations require utilities to inform consumers of undercharges, offer instalment options, and review disputed bills. Regulation 33 of L.I. 2413, Regulation 32, and Regulation 34 set out procedures for correcting overcharges, issuing credits and, where appropriate, paying interest on prolonged overcharges. The ECG board, headed by Ing. Julius Kwame Kpekpena, is being urged to demonstrate that safeguards are in place to protect customers from incorrect adjustments and to ensure that disputed bills are handled promptly.

Some consumers describe their experience as “professional” robbery.

Critics argue that without clear documentation of the period corrected, the meter readings used, the tariffs applied and payments already received, the term “adjustment” offers no assurance that the amount demanded is accurate. They also note that customers who have already paid inflated bills face financial strain, and an apology does not restore lost funds.

Regulators such as the Public Utilities Regulatory Commission (PURC) are being called upon to require ECG to publish a public accounting of reviewed accounts, identified errors, credits issued and outstanding complaints. Independent checks are suggested to determine whether billing failures stem from faulty readings, software glitches, inadequate supervision or deliberate misconduct.

ECG has not yet issued a detailed response to the specific complaints cited, and the utility’s board has not publicly outlined the mechanisms that will prevent similar disputes in the future.