In a significant development aimed at addressing customer grievances, the Electricity Company of Ghana (ECG) has pledged to refund monies paid by customers due to an honest mistake in the billing system.

This assurance was given by the ECG’s Director of Communications, William Boateng, during an editors' forum organized by K.S Consult in Cape Coast.

Speaking at the forum, Mr Boateng acknowledged that several customers, particularly those in the Keta, Anloga, and Ketu South districts, had been affected by an erroneous billing process. He emphasized that the overbilling was not intentional but rather a technical error within the system, which the company is actively working to rectify.

"We deeply regret the inconvenience caused by this billing error and want to assure our valued customers that the situation is being addressed. We understand the frustration this has caused, especially in the Keta, Anloga, and Ketu South districts, and we are committed to ensuring that all affected customers are refunded accordingly," Mr Boateng stated.

The Director of Communications explained that the error stemmed from a recent update to the ECG’s billing software, which inadvertently led to incorrect billing for some customers.

He assured that the company’s technical team is currently working round the clock to resolve the issue and prevent future occurrences.

"Our technical team has identified the root cause of the error and is implementing measures to correct it. Customers who have been overbilled will receive refunds, and we are streamlining our processes to ensure that such mistakes do not happen again," Mr Boateng added.

During the forum, Mr Boateng urged customers who believe they have been affected to report their issues through the ECG’s official channels. He assured that the company is dedicated to addressing all complaints promptly and efficiently.

"We encourage customers to reach out to us if they notice any discrepancies in their bills. Our customer service teams are ready to assist and ensure that any overpayments are duly refunded," he said.

The overbilling issue has sparked concerns among residents in the affected districts, many of whom rely on ECG for their electricity needs. The company’s commitment to refunding overcharged customers has been welcomed as a positive step toward restoring trust and maintaining customer satisfaction.

In addition to addressing the billing error, Mr Boateng also highlighted the ECG’s ongoing efforts to improve service delivery and customer relations. He noted that the company is investing in modernizing its infrastructure and enhancing its customer service platforms to better serve the public.

"Our goal is to provide reliable electricity and exceptional customer service to all Ghanaians. We are taking this incident seriously and are committed to making the necessary improvements to prevent such issues in the future," Mr Boateng concluded.

The editors' forum, organized by K.S Consult, provided a platform for ECG to engage with media professionals and discuss the company's current challenges and plans. The event also offered an opportunity for journalists to ask questions and seek clarity on various issues affecting electricity supply and billing in the country.

As the ECG works to rectify the billing error and refund affected customers, the company’s proactive approach is expected to alleviate concerns and reinforce its commitment to transparency and customer satisfaction.