The Public Utilities Regulatory Commission (PURC) has enabled the Electricity Company of Ghana (ECG) to recover over GH¢4 million in the first half of 2025 through proactive complaint resolution.
Between January and June, the PURC received 700 complaints in the Greater Accra Region alone, successfully resolving 689 an impressive 98% resolution rate. These interventions resulted in GH¢4,295,445.64 being recovered for ECG and GH¢173,986.60 refunded to consumers, totalling GH¢4,469,432.25.
“Quality of service issues continue to top complaints,” revealed Greater Accra Regional Manager, Madam Gifty Bruce-Nelson, at the Commission’s mid-year briefing. She noted 450 cases relating to erratic power supply, faulty transformers, broken poles, power fluctuations, no water flow, and low water pressure.
Complaints were submitted via electronic channels (406), phone calls (117), walk-ins (56), written letters (53), toll-free calls (21), and field visits (4), underscoring PURC’s strengthened digital engagement strategy. Electronic submissions alone nearly doubled from 233 in H1 2024 to 406 this year.
ECG remained the subject of the majority of complaints (79%), followed by the Ghana Water Company Limited (16%) and consumers themselves (5%). In comparison, the first half of 2024 recorded 804 complaints versus 700 this year, reflecting a marginal improvement in service delivery.
Highlighting ongoing monitoring, Madam Bruce-Nelson disclosed that Volo community experienced frequent outages of up to two days due to outdated SHEP postpaid meters not integrated into ECG’s system.
“Power supply in the communities visited was generally stable except for Volo,” she noted.
PURC’s intensified public education campaigns and 20 visits to ECG service centres formed part of broader efforts to boost transparency and service accountability. In 2024, ECG recovered GH¢11.4 million from complaint resolutions in Greater Accra, while consumers received GH¢552,972.69 in compensations.
“PURC remains committed to safeguarding consumer rights while ensuring utilities operate efficiently. Our goal is to maintain fairness in the power and water sectors through effective regulatory oversight,” Madam Bruce-Nelson affirmed.
As PURC strengthens consumer advocacy and utility accountability, stakeholders hope the improved resolutions will drive higher service standards across Ghana’s utility landscape.
