COMPLAINTS
Why am i not getting government subsidy when l buy credit?
Please be informed the Covid-19 electricity relief is for all customers of ECG, be it prepaid or postpaid. It took effect from the 1st of May, 2020. The relief is based on your total consumption for the month of March. If you have not received ...
How would you determine who qualifies as a lifeline customer?
The billing system will use customers’ consumption within the period.
As a regular customer (both PPM and Postpaid), what do I have to do to access the credits/units due me from the COVID-19 reliefs?
For postpaid, it will be part of the customer bill. The Utilities will make arrangement and give the relief credits to prepaid customers when they come to buy credits at vending points effective May 1, 2020. Postpaid clients will, however, see the ...
What happens to me if my consumption for March, 2020 fell drastically low because I traveled out of town in that month and did not use much electricity but I am back now?
The Utilities will have no way of independently confirming your claim; conversely, if you had held some unusual social or even commercial functions in March, 2020 that ballooned your consumption in that benchmark month, the Utilities would not be ...
What happens to me if I do not have any money to buy credits between now and May 01, 2020, the date the Utilities propose to commence implementation of the Presidential directives?
It does not change anything. The benchmark is March, 2020.
I am on your smart meter which allows me to deposit cash on it at the beginning of each month and it calculates my monthly consumption and does the configuration at the end of the month. How do you cater for me under the COVID - 19 reliefs?
The 1st May, 2020 date for implementation will take care of it. The system is designed to reset itself at the end of every month and start billing afresh from the 1st of the next month. Once the relief is deposited in a new month, full benefit will ...
What happens to me if my consumption in the period April, May and June, 2020 exceeds that of March, 2020?
You would be given the full relief within the limits for each of the three (3) months if you are a lifeline customer and 50% of the March, 2020 bill amount for other customers as directed by the President. The March, 2020 bill is the benchmark.
Supposing I am able to conserve my electricity consumption in April, May and June, 2020 to the extent that it is lower than March, 2020, will I have less relief than the one due me as per March, 2020 benchmark?
The relief will be full payment for lifeline customers and all other customers 50% of March, 2020 bill.
Since March, 2020, is the benchmark, what happens to me if I suffer over-billing or under-billing in that month through no fault of mine?
That will be an isolated case so it will be investigated on its own merit and the necessary adjustments (amendments) effected to allow for the corrected consumption figure to be used as the benchmark.
What happens to me, a PPM customer who has credits rolling over into May, 2020?
There will be no adverse effect as the billing systems are designed to bill customers monthly and reset for the next monthly billing at the end of every month. In other words, the amount of relief that will be given monthly will add to the credit ...
How do I receive the credit due me as a prepayment customer?
For smart prepayment meters, relief/credit will be sent remotely to your meters for April, May and June, 2020. Customers will be notified accordingly. For non-smart prepayment meters, at your first purchase within the month your relief will be added ...
Why is the relief for only three months?
The relief, as explained earlier, is in response to the economic hardships visited on the citizenry by COVID – 19. It is intended by the Government to provide some respite in the face of the difficulties. Three months (a quarter of a year) is, ...
Is it not an act of sabotage for the Utilities to propose not to implement the Presidential directive until May, 2020 when the directive says in clear terms that it is to take effect in April, 2020?
No. there is no sabotage in this. At the date of the announcement, a lot of clients had already purchased their credits. Implementing it immediately would have therefore been to their disadvantage. For postpaid clients, nothing has changed. They will ...
When will the implementation begin and why?
The implementation of the relief will commence effectively on May 01, 2020 for prepaid customers. For postpaid customers, it will reflect on their April, 2020 bills that will be delivered by end of May, 2020. March, 2020 bills are being processed and ...
Why the need for a benchmark? Why is the benchmark March, 2020?
There is a very crucial need for a benchmark in order to avoid abuse. The benchmark should be your consumption at a time you did not know about any intention or plan of Government to absorb part of your electricity bills for a period of time so that ...
Does the relief affect Non Residential customers? e.g. Barbers, Seamstresses, etc.
Yes, it affects all electricity customers except disconnected customers.
Do I benefit from the relief if my account has been disconnected?
If you were disconnected for illegality, you shall not benefit. If you were disconnected for non-payment you could be reconnected for the period. It’s a case by case basis.
What happens if my consumption for the benchmark period is zero - either as a prepayment customer or a postpaid customer.?
You will receive GHS2.13. The GHS2.13 is the total billed amount because of the service charge. However if you a lifeline customer you get the full benefit.
How do I know the relief due me as a postpaid customer when I do not receive my bills?
You will receive your bills when ECG resumes meter reading and bill distribution. If you can provide your email address your bill will be delivered through email. (about 80% of high consuming customers including SLT customers receive their ...
How much is the relief costing Government?
It is costing Government about GHS1.1 billion
Why does the relief discriminate between lifeline customers and non- lifeline customers?
Lifeline customers are generally regarded as underprivileged with low electricity consumption. Accordingly, since the economic hardships imposed by COVID – 19 are generally across board, it is only prudent and proper that lifeline customers enjoy a ...
What support does the relief offer me?
It offers you free electric power if you consume 50kWh or below (lifeline customers) per month. For all other customers, it absorbs 50% of your bills using your March 2020 bill as the benchmark.
Is it not a simple political ploy that serves only the political interest of the Government?
Certainly, No! COVID – 19 is real and its devastating impact is global. With all the borders of Ghana closed and some major cities in Ghana locked down, the effect on economic activities country-wide cannot be over-emphasized. This situation, ...
When is the Government’s directive taking effect?
The directive takes immediate effect, 1st April 2020. For postpaid customers, they will see the relief on their April, May and June 2020 electricity bills. For prepaid, implementation will be by 1st May 2020 on their 1st purchase and in ...
What is the special COVID – 19 electricity relief all about?
The special COVID – 19 electricity relief is a special Government of Ghana (GoG) intervention which offers payment of bills of lifeline (0-50kwh) customers for three (3) months (April, May, June) and all other customers, 50% of their bills using ...