Tema Region – 21st August 2026

Sometimes, a customer does not need a complicated explanation. They simply need someone to listen, speak respectfully and help them understand what is happening.

That was one of the key messages when the Director of Communications of the Electricity Company of Ghana (ECG), Mr. William Boateng, met staff of the Krobo District of the Tema Region on Thursday, August 20, 2026, for an engagement on customer relations and effective communication.

The engagement came at a time when tensions had been building in parts of the district, with some customers raising concerns about perceived billing irregularities. It was therefore an important opportunity for Management to speak openly with staff about how their daily interactions with customers can shape the public’s experience of ECG.

Mr. Boateng reminded staff that communication goes beyond sending out information. It is also about listening, showing empathy and helping people make sense of issues that may sometimes be difficult to understand.

He encouraged staff to take customer concerns seriously and to remember that, for many customers, the staff member standing in front of them is the face of ECG.

Drawing on the importance traditionally attached to communication in Ghanaian communities, he noted that respectful dialogue has always been an important way of resolving disagreements and maintaining relationships.

He also shared lessons from an earlier engagement in the Kade District, where some customers had complained about the attitude of certain ECG staff and even called for their transfer.

The example, he said, should serve as a reminder that the way staff treat customers can have consequences far beyond a single encounter. It can influence how customers perceive the entire Company.

Mr. Boateng also spoke about the importance of helping customers understand what happens behind the scenes to keep electricity flowing.

Power distribution involves a complex chain of technical and operational processes that customers may not always see. When there is an outage or another service challenge, however, customers want to know what is happening and, importantly, why.

He explained that strategic communication has helped ECG improve public understanding of some of these challenges.

He therefore encouraged staff to avoid technical jargon where possible and explain issues in simple, everyday language.

The Tema Regional General Manager reinforced the message, urging staff to remain patient and tactful when dealing with customers.

He encouraged them to take time to listen and explain, particularly when handling difficult complaints.

A calm conversation, he noted, can often prevent a situation from becoming confrontational.

The Regional Engineer also reminded staff that good customer relations are closely connected to their own welfare and safety. When customers understand and appreciate what staff are doing, it creates a more positive environment for both sides.

Staff used the opportunity to share some of the challenges they face in managing customers and appealed to Management to increase the deployment of prepaid meters in the district.

They said wider access to prepaid meters could help improve customer management and reduce some of the challenges associated with billing.

The conversation at Krobo ultimately went beyond billing, meters or technical challenges. It was about people.

For ECG, every customer interaction is an opportunity to build trust. A respectful conversation can ease frustration, a clear explanation can prevent misunderstanding, and a willingness to listen can make a difficult situation easier to resolve.

The engagement ended with a simple but important reminder to staff: how ECG serves its customers is just as important as the electricity it delivers.

By putting professionalism, courtesy and communication at the heart of customer engagement, staff can help strengthen relationships with the communities they serve and restore confidence in the Company, one conversation at a time.