ECG again....

Electricity Corporation of Ghana (ECG) Faces Backlash Over System Upgrade Challenges

On November 23rd, the Electricity Corporation of Ghana (ECG) advised customers, through the Daily Graphic, to purchase a full month’s credit in advance due to the ongoing upgrade of its NURI billing system. The same advisory was published by other media outlets, including Joy News, through to November 25th. At first glance, this proactive communication seems commendable. However, the timing and circumstances surrounding the announcement have left many customers dissatisfied.

The issue? The system had already experienced disruptions in several areas days before the advisory was issued. Once again, ECG appears to have fallen short in managing public expectations.

For years, customers have faced a myriad of challenges with ECG. Complaints range from prepaid credit inexplicably vanishing to customers receiving shockingly inflated bills. Such recurring issues undermine public trust and confidence in the corporation.

In a country led by a government that strongly advocates for digitalization and efficient online services, it is ironic—and deeply frustrating—that customers are being asked to prepare for power outages caused by technical glitches from a system upgrade.

This raises a fundamental question: Does ECG understand the implications of its actions? When a bill is prepaid, customers enter into a basic agreement to receive reliable power supply. Failure to uphold this agreement—particularly when funds are collected but services remain inconsistent—could expose ECG to legal challenges. One day, aggrieved customers may decide to take the corporation to court, alleging fraud and mismanagement.

ECG must urgently address these systemic issues, not only to improve service delivery but also to rebuild its reputation and restore customer trust.