“Sorry, the network is down”, “Endeavour to purchase enough credit for the next month”, “Apologies, there are no new metres available yet.” These and similar statements have become the refrains customers of the Electricity Company of Ghana (ECG) have come to know and dread over the last couple of years.
Unsurprisingly, the company is under a harsh spotlight as the festive season approaches. The ongoing replacement of ageing electricity metres—a commendable initiative in principle—has once again triggered significant frustration among customers.
Complaints of excessive consumption rates on the new metres, coupled with persistent network failures that make recharging prepaid metres a herculean task, are casting a shadow over ECG’s efforts to modernise its service delivery.
For many, the festive season is synonymous with an increased demand for electricity. Homes and businesses alike require reliable power to fuel celebrations and meet heightened production needs.
Yet, ECG’s struggles to address technical issues and the disquiet over its new metres risk a surge in illegal electricity connections—a trend that could undermine the company’s already precarious revenue streams and complicate its ability to provide consistent power during the holidays.
Illegal connections are not a new challenge for ECG. Tampering with metres to bypass billing systems has long plagued Ghana’s energy sector, costing the nation millions in revenue annually.
However, with customers reporting erratic charges and outages caused by the malfunctioning prepayment system, the temptation to resort to illicit measures may grow. For households caught between budgetary constraints and unreliable service, the prospect of avoiding ECG’s maze of challenges may appear as a necessary evil.
The current situation lays bare a critical issue; that is the disconnect between ECG’s digitalisation efforts – aimed at improving service delivery and overall efficiency – and the lived experiences of its customers. Replacing outdated metres with advanced ones should have marked a turning point in the company’s service delivery. Instead, it has exposed flaws in its approach to stakeholder engagement and technical preparedness.
Customer trust—already fragile—has been further eroded, creating fertile ground for illegal activity and public disillusionment.
Ahead of the Christmas and the New Year celebrations, ECG must act swiftly to rebuild this trust. First, the company must prioritise transparent communication. Explaining the rationale behind the replacement of metres, which in some instances were replaced in the last 18 months, and providing detailed responses to customer complaints will go a long way in alleviating public frustration. Second, ECG should deploy dedicated teams to troubleshoot and resolve issues with the new metres, ensuring customers are not left in the dark—literally or figuratively.
Moreover, the government and regulatory authorities must work closely with ECG to tackle the root causes of illegal connections. This requires not only enforcing penalties for electricity theft, but also addressing the socio-economic factors driving such behaviour. Policies that enable affordable and reliable access to electricity are critical to reducing the allure of unlawful practices.
The festive season offers a unique opportunity for ECG to demonstrate its commitment to service excellence. By addressing the frustrations of its customers and ensuring reliable power delivery, the company can restore confidence and position itself as a dependable partner in Ghana’s energy sector.
Anything less risks not just a season marred by power woes, but a long-term erosion of public trust in one of the nation’s critical institutions. And if we are being candid, this is an institution, perhaps more than any in the public sector, which has not covered itself in much glory.
The stakes are high, but so too is the potential for ECG to turn a crisis into a success story. With decisive action and a customer-first approach, the lights need not dim on the holiday celebrations—or ECG’s fragile reputation.
