Dr. Bismark Otoo addressing the press
The Electricity Company of Ghana (ECG), Accra East Region, has announced a series of customer-focused initiatives aimed at addressing service challenges, improving customer engagement and strengthening public confidence in its operations as it marks the 2026 Customer Service Month.
The activities, scheduled for October 26 to 30, 2026, will be held under the theme, ‘The Extra Mile,’ with a focus on bringing management closer to customers, providing practical assistance and creating opportunities for direct engagement on issues relating to electricity services.
As part of the celebrations, ECG Accra East will visit 20 consistently paying customers across its eight operational districts to recognise their loyalty and commitment to settling their electricity bills promptly.
They include Kempenski Hotel Gold Coast City, Accra, International Community School, Lancaster Accra Hotel, Accra Mall, Ghandour Cosmetics Ltd., among others.
The selected customers will receive certificates of appreciation and ECG-branded souvenirs in recognition of their continued partnership with the company.
The initiative is also expected to encourage timely bill payments and strengthen relationships between the company and the communities it serves.
Speaking at a media engagement in Accra yesterday, Greater Accra regional Manager of ECG, Dr. Bismark Oto, said the celebration was intended to go beyond the routine provision of electricity and the handling of customer enquiries.
He explained that effective customer service required the company to understand customers’ concerns, respond to their needs and build lasting relationships based on trust, respect and accountability.
A key initiative for the week is the Leaders in Service programme, under which the regional and district managers will visit selected customer service centres to interact directly with customers and participate in frontline service delivery.
According to Dr. Otoo, the initiative also seeks to reinforce the principle that customer satisfaction is the responsibility of every employee and every level of management, rather than only personnel in customer service departments.
He further announced that ECG Accra East will also organise customer clinics at selected markets across its eight operational districts to make customer support more accessible.
The clinics will provide platforms for customers to seek assistance, obtain information, lodge complaints and engage directly with ECG personnel on issues affecting their electricity accounts and supply.
Meanwhile, Dr. Otoo has cautioned customers against fraudsters who impersonate ECG employees or demand payments through unauthorised channels.
Customers have been advised to verify the identities of individuals claiming to represent the company and to use approved payment options, including the ECG Power App and the USSD service accessed by dialling *226#.
Through the outreach activities, the company hopes to improve public understanding of its operations, make it easier for customers to seek assistance and facilitate more effective resolution of service-related concerns.
Dr. Otoo said customers should expect greater management visibility, more opportunities to engage with company personnel and practical assistance in understanding its services during the celebration.
He, however, emphasised that the commitment to going the extra mile must continue beyond October 30, when the week’s activities end.
Staff have consequently been encouraged to document concerns raised during the activities, refer them to the relevant departments and monitor follow-up actions to ensure that customers receive appropriate feedback and guidance.
By Gibril Abdul Razak
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