The Public Utilities Regulatory Commission (PURC) has recovered over GH¢4 million for the Electricity Company of Ghana (ECG) in the first half of 2025 through customer complaint interventions.
Out of 700 complaints lodged between January and June in the Greater Accra Region, the PURC resolved 689, representing 98 per cent. These resolutions resulted in payments totalling GH¢4,295,445.64 to ECG and GH¢173,986.60 to customers.
Madam Gifty Bruce-Nelson, Greater Accra Regional Manager of PURC, said a combined GH¢4,469,432.25 was disbursed to utility providers and consumers to promote sustainability and satisfaction.
“Quality of service tops the lists of complaints with 450 complaints where customers have challenges including frequent outages, faulty transformers, broken poles, faces going off, no flow of water and low pressure on water flow amongst others,” she said.
Madam Bruce-Nelson noted that complaints also included billing discrepancies, malfunctioning meters, and property damage due to outages.
Most reports were submitted electronically (406), with others via phone (117), walk-ins (56), written submissions (53), toll-free calls (21), and field visits (4).
Compared to the same period in 2024, 804 complaints were made, with 233 electronic submissions.
That year, ECG recovered GH¢11,441,875.55 and customers received GH¢552,972.69 through PURC’s efforts.
In her mid-year briefing, Madam Bruce-Nelson indicated that 555 complaints (79 per cent) were against ECG, 109 (16 per cent) against Ghana Water Company Limited (GWCL), and 36 (5 per cent) against customers.
She said the Commission had intensified public education efforts, conducted 20 visits to ECG service centres, and engaged in community, prepaid, and industrial monitoring.
“Power supply in all the communities visited was quite stable except for the Volo community, which complained of frequent power outages, which sometimes last for two days before power is restored.
“Most postpaid meters in the community are SHEP meters, which are not captured in the ECG system,” she noted.
In 2024, ECG recovered GH¢29,080,692.20 from 17 institutions out of a total debt of GH¢33,807,691.20, and customers received GH¢867,535.67.
That year, 1,444 complaints were lodged, with 99 per cent resolved.
