Question 1

I have just completed my building and some "Staff" of ECG are demanding money to get me connected. What is your procedure for service connection?

Accepted Answer

Registration of customer request — Visit the Customer Relations Assistant (CRA). Ensure installations were done by a licensed electrician. Complete the service form and submit: original and photocopy of site plan, valid ID. CRA registers you and prints a New Service Form at GHS 10.00. Provision of quotation — An Estimator surveys your premises. CRA creates a contract and generates a quotation. You sign the contract. Electricity supply connection — After full payment: 3 working days if supply line exists; 5 working days if extension up to 2 poles is required. Obtain ECG receipts for all payments. Direct all new service requests to authorized Customer Relations Assistants. Avoid middlemen. Request to examine staff identity cards when in doubt.

Question 2

I live in a compound house; I would like to have a separate meter. What is the requirement and what should I do?

Accepted Answer

Registration — Installations must be separated by a licensed electrician. Monthly consumption must be at least 300 units for three consecutive months. Visit the CRA with: copy of receipt for all debt on parent meter, valid ID of landlord/landlady OR affidavit OR tenancy agreement, Energy Commission certificate of good wiring. Service Form printed at GHS 10.00. Provision of quotation — Estimator inspects premises. CRA creates contract and quotation. You sign the contract. Separate meter connection — Within 3 working days after full payment of quotation.

Question 3

What is the procedure for Service Connection under SHEP?

Accepted Answer

Government projects like SHEP and GEDAP target rural communities for electrification. Projects are pre-funded by Government or donors and implemented by ECG. Regional Marketing Officers visit communities to educate and register customers with Assemblymen, Electrification Committees, and Chiefs. Residential (wooden and concrete) and non-residential premises (offices, health centres, schools, markets, etc.) are eligible. Premises must be wired by ECG licensed contractors. Meter board at 1.8m height in accessible location. Earth rods buried, main switch fixed. Service connection is free — do not pay unauthorized persons. Contact District Manager or Regional Marketing Officer for registration. First bill estimated at 400/200 units for residential/non-residential. GOG projects typically use electronic credit meters (60/15, 25/5, 15/5 ratings).

Question 4

How long does one need to wait for a connection to the National Grid under SHEP?

Accepted Answer

There is no fixed waiting program. Registered customer lists are submitted to the SHEP rural office. When meters and accessories are available, beneficiary communities are connected to the National Grid.

Question 5

I am a Post-paid customer, where and how do I pay my bills?

Accepted Answer

Post-paid customers can pay at any ECG operational Region, District Office, or authorized payment outlet with real-time update to the customer database. You can also pay via ECG District/Customer Service Centers or private ECG vending stations. Pay instantly on Ewale: dial *714*22# → Utility → ECG → Postpaid.

Question 6

I have made payments through the bank but it has not reflected on my bill, what should I do?

Accepted Answer

Make a copy of the receipt available to the District Manager for prompt redress of your complaint.

Question 7

Why should I pay for the huge debts on my electricity account when it was consumed by the previous tenant?

Accepted Answer

The account bearer is responsible for debts. Tenants who are not account holders should settle outstanding balances with landlords before vacating. ECG may demand payment from any user on the premises. Final bills can be prepared on request via the Commercial Management System.

Question 8

Do I have to pay for the replacement of a burnt meter / faulty meter / stolen meter even when it is not my fault?

Accepted Answer

Burnt meter — ECG assesses cause. If customer negligence caused damage, a replacement bill is issued. Faulty meter — Replaced at no cost if not tampered with. Stolen meter — Provide a police report. If theft was not due to customer negligence, replacement is at no cost.

Question 9

Can I pay my Electricity Bill at any bank or payment outlet?

Accepted Answer

All postpaid customers can pay at ECG Regions, Districts, or authorized payment outlets with real-time database updates. You may also pay via Ewale at *714*22#.

Question 10

Why does my bill increase every month?

Accepted Answer

Bills are calculated from energy consumed plus statutory fixed charges. Your usage rate determines consumption. Conserve energy, switch to LED lighting, and replace old inefficient appliances to control costs.

Question 11

I want to have some details on my bill changed, how do I go about it?

Accepted Answer

Visit or write to your District Manager. Include: account name and number/SPN, geographic code, pole number (in red on service pole). For name changes due to divorce, marriage, or death, attach relevant certificates.

Question 12

I requested ECG to suspend billing while travelling but returned to a huge outstanding balance. What should I do?

Accepted Answer

Register your complaint at your serving District. Technical staff will visit to take a reading and initiate adjustment if necessary. Attach your earlier suspension letter. Note: monthly service charges cannot be adjusted.

Question 13

Why am I receiving bills after my meter has been disconnected?

Accepted Answer

Although disconnected in the field, your account remains in the database. Monthly service charges continue to accumulate and cannot be waived.

Question 14

What is a service charge?

Accepted Answer

A monthly charge for customer services rendered (maintaining network equipment) in addition to electricity usage charges.

Question 15

Can I purchase prepaid credits at any vending station?

Accepted Answer

No. Your prepaid meter determines which vending station you may use. Contact your District Office for approved vending locations. You can also buy ECG prepaid on Ewale via *714*22#.

Question 16

My prepaid card is missing. How can I get a new one and how much will it cost me?

Accepted Answer

Missing cards are replaceable at a fee. With a copy of your vending receipt, register at the District Office and a new card will be programmed for you.

Question 17

I have credit on my prepaid meter, but there is no power although my neighbours have power.

Accepted Answer

Meter may have tripped from over/under voltage — check screen and amber light (POWER OFF). A blown fuse in the main switch may cause loss of power.

Question 18

Even though my gadgets remain the same, I am buying more credits than before you replaced my credit meter with prepayment. What is the likely problem?

Accepted Answer

Usage rate of gadgets matters — practice energy conservation. The removed credit meter may have been under-recording due to age or meter class.

Question 19

What is required of me to re-connect my disconnected service?

Accepted Answer

Settle your outstanding bill and pay the approved reconnection fee at your designated ECG District Office.

Question 20

I have paid the reconnection fee after disconnection. When should I expect reconnection?

Accepted Answer

Reconnection occurs as soon as the reconnection team is available — usually the same day.

Question 21

Why have I been disconnected although I do not owe on my account?

Accepted Answer

Disconnection may result from non-payment, illegal connection, unauthorized extension, or necessary network work. ECG may disconnect after proper notice. Pay bills promptly and contact your Customer Services Centre for bill disputes. Temporary disconnection may occur for repairs, maintenance, or connecting other customers — notice is normally given. To avoid disconnection: pay bills on time, pay on account if bills are delayed, and contact ECG for bill issues.

Question 22

I have been charged with illegally connecting electricity. What is an illegal connection?

Accepted Answer

Illegal connection is acquiring electricity from an unauthorized person or source. It is an offence subject to arrest and prosecution. Illegal direct connection — supply connected without a meter. Illegal meter transfer — meter moved without ECG approval. Meter tampering — seals removed, links bypassed, meter slowed or damaged. Meter bypass — load connected without passing through the meter. Network extensions — extending ECG network without approval. Illegal distribution — extending supply to neighbours without authorization. Self-reconnection after disconnection.

Question 23

My neighbour has lights but no meter. Is this normal?

Accepted Answer

No. ECG does not supply power without meters. Meters measure consumption for billing. This is an illegal connection. Cash rewards are available for confirmed reports of power theft.

Question 24

I have moved houses; can I remove and install the meter from my previous premises at my new premises?

Accepted Answer

No. Meters are issued for a specific location and are never transferable. Even relocating a meter within the same premises requires ECG approval. Only authorized ECG representatives may conduct, relocate, remove, or disconnect meters. Tampering is illegal.

Question 25

ECG is replacing credit meters with prepayment meters. I prefer credit — can I resist?

Accepted Answer

It is ECG's prerogative to install postpaid or prepaid meters. Meters remain ECG property. Prepayment benefits: you control spend, no estimated bills, no disconnection risk, wiser usage, and tenants cannot leave unpaid bills for landlords.

Question 26

The remote to my prepaid meter is not responding. What should I do?

Accepted Answer

Register the complaint at the prepayment fault section of your District Office or Customer Services Centre.

Question 27

Can I ask any qualified electrician to reconnect my meter after paying bills and reconnection fee?

Accepted Answer

No. Only authorized ECG personnel may reconnect your meter. Reconnection by other electricians is illegal.

Question 28

I have a functional meter but it has not been read for over a year. What must I do?

Accepted Answer

Visit or write to the District Manager. Attach: meter card (if any), meter number, account number, and a close-range photo of the meter.

Question 29

I need a street light in front of my house. What is the procedure?

Accepted Answer

Street lighting gives luminance to roads and streets. Apply through your Assembly or ECG District Manager to the General Manager with a layout of your locality. ECG certified contractor submits estimates (or nominate a contractor vetted by ECG). Estimates include manual switching and photocell or timer switching. Standard 150/250W sodium or LED luminaries. General Manager verifies transformer capacity. Applicant pays deposit to ECG; contractor completes work and is paid from deposit. Installation only after formal authorization. Defective installations may be removed (wrong flux direction, unmetered security lights, scantling poles, undersized cables, over 250W, no switching, lights on during day). Complaints: ECG District Office or Contact Center — 0302611611.

Question 30

What do I do when electricity lines are sagged or hanging too low?

Accepted Answer

Stay away — the wire may still be live even without sparking. Do not touch the wire or anything it contacts (metal fences, standing water, fallen trees). Do not attempt to move the wire.

Question 31

I want the electricity pole in the middle of my compound re-directed. What should I do?

Accepted Answer

Write to your ECG District with: original and photocopy of site plan, valid ID, account name and number/SPN, and contact details.

Question 32

ECG installed a substation on land in front of my house and vehicles cannot enter. What should I do?

Accepted Answer

Submit a letter with your site plan to the District Manager. Include valid ID, account name/number, and contact details.

Question 33

There are sparks on the service wire when it rains. Is this normal?

Accepted Answer

No. There is likely a loose contact. Treat as an emergency — the faults team must rectify immediately.

Question 34

The switches and sockets in my house give me shocks. What should I do?

Accepted Answer

Contact a qualified electrician immediately to check wiring and earthing. This can be dangerous if left unattended.

Question 35

What does the PURC ensure?

Accepted Answer

The electricity market is efficient. Prices charged are fair. Access to electricity is maximized in urban and rural areas. Customer rights are protected. Electricity is adequate, reliable, and safe. A level playing field for customers, operators, and investors.

ECG FAQ

Service Connections

Payment of Bills

Bill

Prepayment

Disconnection & Reconnection

Illegal Connection & the Law

Meters

Street Lighting

Safety

PURC

ECG shortcode guides