The Electricity Company of Ghana (ECG) will begin the nationwide deployment of franchise officers across all district operational areas from February 2026, as part of measures to improve operational efficiency, revenue assurance and customer service delivery.
The initiative, ECG says, is aimed at bringing essential services closer to customers while strengthening accountability at the community level. The General Manager for External Relations at ECG, Dr Charles Nii Ayiku Ayiku, said the programme forms part of broader reforms to enhance nationwide service delivery.
“The franchise officer initiative is designed to enhance customer convenience, improve billing accuracy, and strengthen ECG’s engagement at the community level,” Dr Ayiku said in an interview. “By decentralising these services, we are ensuring that customers receive timely and efficient support right at their doorsteps.”
Under the new arrangement, franchise officers will support ECG’s field operations by reading postpaid meters, checking the integrity of prepaid meters, distributing postpaid bills and printing bills on-site using handheld devices. They will also assist customers to make payments through approved digital platforms, including the ECG Power App and short code *226#, with the company stressing that cash payments are strictly prohibited.
In addition, the officers will be responsible for disconnecting customers in arrears and identifying and reporting illegal electricity-related activities for further action. ECG believes these measures will help curb power theft and improve system reliability nationwide.
Dr Ayiku urged customers to remain vigilant and verify the identity of franchise officers before engaging with them. “All franchise officers will carry official ECG identification cards and signed authorisation letters from their respective districts. Customers are encouraged to request these documents as proof of authenticity,” he said.
The electricity distributor further advised customers seeking clarification on the initiative to contact the ECG Call Centre on 0302611611 or engage the company through its official social media platforms on Facebook, X, Instagram and TikTok via @ECGghOfficial.
ECG said the nationwide rollout underscores its commitment to transparent, efficient and customer-focused electricity service delivery, as it moves to address longstanding challenges in billing, revenue mobilisation and customer engagement.
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