The Ashanti Regional Office of the Public Utilities Regulatory Commission (PURC) has engaged the Ashanti West Region of the Electricity Company of Ghana (ECG) over persistent billing and metering concerns raised by consumers across the region.
The high-level meeting, held in Kumasi, focused on a range of complaints including unusually high electricity bills caused by non-reading of meters, estimated billing on metered premises leading to accumulated arrears, wrongful disconnections, delays in new service connections, and poor customer service at some ECG district offices.
According to concerns raised by consumers in several districts, many households and businesses have received bills that do not reflect their actual electricity consumption, with some customers claiming their meters had not been read for several months. Others also complained about estimated billing on functioning meters, resulting in sudden spikes in charges and mounting arrears.
Issues relating to wrongful disconnections and prolonged delays in processing applications for new electricity connections were also discussed during the engagement.
Officials of ECG Ashanti West acknowledged the concerns and assured the Commission that measures are already being implemented to address the challenges. The ECG team disclosed that district officers and franchise officers are undergoing continuous education on professionalism and adherence to standard operational procedures. They further noted that internal monitoring systems have been strengthened to minimise service delivery lapses.
The engagement formed part of PURC’s quarterly stakeholder meetings with ECG, aimed at proactively identifying operational infractions and ensuring timely corrective actions.
Speaking during the meeting, Edward Boduah, Ashanti Regional Manager of PURC, stressed the need for ECG to comply fully with regulatory benchmarks governing service delivery.
“Consumers have a right to accurate billing, timely meter reading, and respectful treatment at all service points. ECG must ensure that these standards are met consistently across all districts,” he stated.
Also speaking at the meeting, Jonathan, Regional Commercial Manager of ECG Ashanti West, reaffirmed the company’s commitment to regulatory compliance and improved service delivery.
He noted that feedback from PURC and consumers remains critical in enhancing operational efficiency and rebuilding customer confidence in the utility provider.
The meeting further highlighted key benefits of the regular engagements between PURC and ECG, including the early identification and resolution of service delivery gaps, improved accountability and regulatory compliance, as well as enhanced consumer confidence and trust in both institutions.
PURC indicated that it would continue to monitor the implementation of agreed actions and conduct follow-up assessments in affected communities to ensure sustained improvements.
The Commission also encouraged consumers to report unresolved billing and metering concerns through its regional office and official complaint channels for prompt investigation and redress.
