In a significant move to bridge the communication gap between the Electricity Company of Ghana (ECG) and the public, the institution’s Director of Communications, William Boateng, led an in-depth interaction with selected media personnel at an editors’ forum organized by K.S. Consult in Cape Coast.

The forum, which brought together journalists from various media houses, served as a platform for ECG to address mounting concerns regarding its operations, the challenges it faces, and the steps being taken to resolve issues affecting customers nationwide.

William Boateng acknowledges the widespread concerns that have dominated public discourse about ECG’s performance. He candidly discussed the operational challenges that have contributed to power supply disruptions, billing inaccuracies, and customer service shortcomings. He noted that while ECG is often at the forefront of public criticism, many of the issues stem from complex factors involving other stakeholders in the energy sector.

Power Supply Issues: The “Dumsor” Dilemma

One of the foremost topics of discussion was the issue of frequent power outages, commonly referred to as “dumsor,” which has been a recurring source of frustration for many Ghanaians. Mr Boateng clarified that while ECG is responsible for power distribution, the reliability of supply is also heavily influenced by the generation and transmission sectors, managed by entities like the Ghana Grid Company (GRIDCo) and various power producers.

He explained that infrastructure challenges, coupled with occasional shortfalls in power generation, have led to inconsistencies in supply. However, he reassured the media that ECG is actively collaborating with GRIDCo and other partners to enhance the stability of power distribution, particularly during peak demand periods. Additionally, he mentioned ongoing efforts to upgrade the distribution network to minimize outages caused by technical faults.

Billing Inaccuracies: A Focus on Fairness

The forum also delved into the persistent issue of billing inaccuracies, which has led to numerous complaints from customers who feel they are being unfairly charged. Mr. Boateng admitted that the billing system has faced challenges, particularly in areas where manual meter reading is still prevalent.

To address these issues, ECG has begun rolling out advanced metering infrastructure (AMI) across its service areas. This new system is designed to provide real-time data on electricity consumption, thereby reducing the potential for human error and ensuring that customers receive accurate bills.

He emphasized that the implementation of AMI, alongside improvements in data management, is a priority for ECG as it seeks to rebuild customer trust. Mr. Boateng encouraged customers to report any discrepancies they observed in their bills, assuring them that such issues would be promptly investigated and resolved.

Customer Service: Enhancing Responsiveness

Responding to concerns about ECG’s customer service, Mr Boateng acknowledged that the company has not always met expectations in terms of responsiveness to customer complaints. He pointed out that the volume of complaints, combined with limitations in the company’s customer service infrastructure, has led to delays in addressing issues. However, he was optimistic about the ongoing upgrades to ECG’s customer service systems.

These upgrades include expanding call centre capacity, introducing digital communication channels such as mobile apps and online chat services, and enhancing the training of customer service representatives. Mr Boateng stressed that ECG is committed to significantly improving how it interacts with and supports its customers, aiming for quicker resolutions to complaints and more accessible service channels.

Financial Health and Sustainability

Journalists also raised questions about ECG’s financial stability, particularly in light of reports regarding the company’s debt levels and their potential impact on operations. Mr. Boateng did not shy away from these concerns, acknowledging that ECG faces considerable financial challenges, largely due to unpaid bills from various public and private sector entities. He explained that these unpaid debts have strained the company’s cash flow, affecting its ability to invest in necessary infrastructure improvements.

In response to these challenges, ECG has intensified its debt recovery efforts, including engaging with the government to expedite the settlement of outstanding payments. Mr. Boateng assured the media that these efforts are already beginning to yield positive results, and the company is exploring additional avenues to secure the funding required to maintain and enhance its services.

Engaging with the Media and the Public

Mr Boateng emphasized ECG’s commitment to transparency and accountability. He welcomed the media’s role in holding the company accountable and encouraged ongoing dialogue to ensure that the public is well-informed about ECG’s challenges and efforts to resolve them. He also invited journalists to serve as conduits for accurate information, helping to dispel rumours and misconceptions that may arise within the public domain.

Mr. Boateng expressed optimism about ECG’s future, highlighting the steps the company is taking to address its current challenges and improve service delivery. He reiterated that ECG is dedicated to providing reliable and efficient electricity to all Ghanaians and that the company values the feedback and cooperation of both the media and the public in achieving this goal.

The editors’ forum in Cape Coast was a crucial step in ECG’s strategy to engage more effectively with the media, ensuring that the institution remains responsive to the concerns and expectations of its customers. As ECG continues to navigate its challenges, forums like this will be essential in fostering understanding and collaboration between the company, the media, and the broader Ghanaian society.