Editorial: Discontent with electricity service providers intensifying

A growing number of prepaid customers of the Electricity Company of Ghana (ECG) and Northern Electricity Distribution Company (NEDCO) are reporting alarming discrepancies in their meter readings, with many suddenly finding themselves saddled with substantial negative balances.

This development has sparked outrage among consumers and raised serious questions about the utility providers’ billing practices and technological infrastructure.

Social media platforms, particularly X (formerly Twitter), have been flooded with similar stories from ECG customers across Ghana reporting unexpected negative balances ranging from hundreds to thousands of cedis.

Some have suggested that the beleaguered utility service provider is transferring its inefficiencies – which have resulted in mounting losses – to consumers.

ECG’s collection losses skyrocketed to GH¢2.05billion in the first nine months of 2023.

However, the power distribution company last month said its metering system overhaul between July and August this year uncovered GH¢893million of lost revenue.

Apparently, when consumers attempt to file complaints about billing irregularities they face significant hurdles. The Public Utilities Regulatory Commission (PURC) needs to establish a rapid response mechanism with a maximum of one week to resolve meter-related complaints.

For instance, when a consumer claims to have been overbilled what is the remedy?  Shouldn’t they be granted temporary credit-power while the investigation is ongoing?

Failure to address some of these concerns often leads to people finding “ways and means to bypass the system and get access to power” – which obviously costs the utility provider and by extension the nation as a whole.

Due to these unresolved metering issues, some individuals/groups are contemplating legal action; therefore, it would be in the service provider’s interest to avert any potential legal action by responding effectively to these intensifying complaints.

The discrepancies in meter readings are saddling many with substantial negative balances due to no fault of theirs, which must be addressed swiftly and comprehensively. A ‘cold-store’ operator expressed his frustration after receiving a negative balance of GH¢7,800.

He took his complaint to the ECG office but they could not explain it. His only option is to seek legal redress, which is often not expeditious and adds to the frustration. Meanwhile, the power distribution company last month said its metering system overhaul between July and August this year uncovered GH¢893million of lost revenue.

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