ECG orders independent audit of prepaid meters following customer complaints

The Electricity Company of Ghana (ECG) has formally requested the Ghana Standards Authority (GSA) to conduct an independent random audit of its meters in both laboratory and field settings, following mounting complaints from prepaid customers about the accuracy of the company’s billing systems.

In a press release issued Tuesday, the power distribution utility acknowledged customer anxieties while defending the integrity of its metering infrastructure.

“All electricity meters deployed by ECG undergo rigorous testing and calibration to ensure their accuracy. Our quality assurance processes are aligned with both national and international standards,” the statement, signed by Director of Communications William Boateng, read.

The company emphasised that its meter testing laboratory is state-of-the-art and comparable to leading facilities worldwide. It further noted that all ECG meters are independently tested and certified by the Ghana Standards Authority before deployment.

Despite these assurances, the utility conceded that customers may have legitimate concerns requiring investigation.

The move follows a directive from the Minister for Energy and Green Transition, who has called for thorough investigations into customer complaints. ECG confirmed these investigations have already commenced.

“In the spirit of transparency and accountability, ECG has once again formally requested the Ghana Standards Authority to independently and randomly select and test our meters in the laboratory and in the field,” the statement explained. “GSA’s report will form part of ECG’s report to the Honourable Minister.”

The development comes amid growing public discourse about electricity billing accuracy, with some prepaid customers taking to social media and radio platforms to express frustration over what they perceive as unusually high consumption readings. The situation has placed ECG under increased scrutiny from consumer protection advocates and regulatory authorities.

ECG sought to reassure the public of its commitment to addressing the concerns, stating: “ECG remains committed to responsive, transparent, and accountable service delivery, and we appreciate our valued customers and stakeholders for their continued support and cooperation.”

The company has encouraged customers with concerns to channel them through official complaint mechanisms, which it says will feed into the ongoing investigations.