Consumer Guide

• The company requires full payment of bills issued to all categories of customers.
• Bills are due for payment within 28 days of receipt of bills. The bill date, which is the date from which the company can demand payment is shown on the customer’s bill.
• Failure of customers to pay the full bill as well as any arrears may result in termination of service in accordance with the Public Utilities Termination of Service Regulations (L.I. 1651).
• A reconnection fee shall be set to recover the costs of reconnection plus a penalty charge sufficient to act as a deterrent against non-payment.
• In cases where institutions are disconnected for non-payment of bills, the district concerned shall ensure that all arrears are settled before any reconnection is made.

• The company has Regional and District Offices situated within reach of customers where payment of bills can be made.
• In addition to these Regional and District Offices, the company has distinctly marked kiosks situated at vantage points for customers’ convenience where payment of bills can be effected.
• Some collection points are also located on the premises of the Electricity Company of Ghana (ECG) throughout the country.
• Furthermore, Ghana Water Ltd. (GWL) has entered into agreements with selected commercial banks, private collection agencies, telcos and has introduced electronic payment options for the payment of water bills.
• GWL ensures that credit payments made by customers through private collectors and the banking system do not exceed three days to avoid any disconnection.
• The company must therefore be notified immediately of any payment that does not reflect on a subsequent bill, with receipt of payment as evidence.

Payment of bills may be effected through any one or more of the following methods:

• By cash.
• By cheque or bank draft drawn on a recognized bank, and duly licensed by the Bank of Ghana.
• By standing order drawn on a recognized bank, duly licensed by the Bank of Ghana.
• By electronic payment duly licensed and recognized by the Bank of Ghana.

The company may accept part payment of bills under any of the following conditions:

• Where the customer has difficulty in settling his/her indebtedness to the company in full and has signed an agreement with the District Manager to make immediate part payment as well as settle the arrears in reasonable installments.
• Where back bills have been agreed upon and the company duly signs an agreement that allows the customer to pay the arrears in installments and the current bill in full.