In a wave of complaints that has rattled households across Ghana, customers of the Electricity Company of Ghana (ECG) are reporting large, unexplained adjustments on their post‑paid bills. One consumer claims an adjustment of GH¢9,000, while another says a bill rose from GH¢90 to GH¢1,189 after an adjustment was applied.
The anger stems from bills that list a line item simply titled “adjustment” without a clear breakdown of how the figure was calculated. Customers who have already paid what they believe to be their full balance are now being asked to pay additional amounts that they argue were never owed.
Many complainants have taken to ECG’s offices in Kumasi, Hohoe and various parts of Accra, only to encounter frontline staff whose responses they describe as dismissive or unhelpful. The lack of a transparent explanation has led to frustration and a sense of being treated with contempt.
ECG’s board, headed by Ing. Julius Kwame Kpekpena, and its management have been urged to provide a clear audit trail for each adjustment, detailing the period corrected, meter readings, tariffs applied and payments already received. The company’s own November 2023 acknowledgement of a new billing process that caused difficulties with estimated bills adds weight to the need for accountability.
Regulatory safeguards exist under the Consumer Protection Act: utilities must inform consumers of undercharges, offer instalment options, and correct overcharges promptly, crediting the excess amount and notifying the customer. If overcharging persists for three months or more, interest may be applied, as determined by the Public Utilities Regulatory Commission (PURC).
Advocates argue that PURC should require a public accounting of all affected accounts, the amounts reversed and any unresolved complaints. Independent checks could determine whether errors stem from faulty readings, software glitches, poor supervision or deliberate misconduct.
ECG’s failure to provide clear, customer‑friendly explanations not only strains households’ budgets but also erodes trust in a vital public service. The next steps will involve whether PURC steps in to enforce regulatory compliance and whether ECG revises its billing procedures to prevent future disputes.
