Accra, March 24, – The Public Utilities Regulatory Commission (PURC) recovered more than GH¢4 million on behalf of the Electricity Company of Ghana (ECG) in 2025, following the resolution of complaints lodged through its consumer protection mechanisms.
A total of GH¢4,295,445.64 was collected in the Greater Accra Region after the Commission intervened in disputes between ECG and some of its customers. In addition, GH¢173,986.60 was refunded to customers who had filed valid complaints, bringing the overall financial impact to GH¢4,469,432.25.
Madam Gifty Bruce-Nelson, Greater Accra Regional Manager for PURC, revealed that the Commission received 1,178 complaints last year—1,107 against utilities and 71 against customers.
“Out of the complaints against utilities, 536 were submitted by ECG, while 571 were direct complaints from consumers,” she noted. 888 complaints concerned ECG, while the remaining 219 targeted Ghana Water Limited (GWL).
The complaints were largely related to service quality issues, including power outages, phase faults, faulty transformers, broken poles, and sagging lines caused by bushfires or tree interference, which accounted for 563 cases. Billing issues were reported in 141 instances, meter concerns in 66 cases, and other matters included unlawful disconnections and property damage.
Reporting channels varied, with the majority using electronic platforms (647), followed by phone calls (196), written submissions (165), and walk-ins (115).
Madam Bruce-Nelson added that PURC’s monitoring and assessment teams conducted visits to 10 ECG district offices, 10 GWL district offices, 54 private vending points, and 87 industrial and commercial clients in the Accra East Region to evaluate service reliability and compliance.
She further urged customers to avoid illegal connections, phase alterations, and water theft, while emphasizing that utilities must maintain reliable service delivery and accurate billing.
In 2024, ECG recovered GH¢29,080,692.20 through PURC interventions, while customers were refunded GH¢867,535.67 after filing complaints.
GHBUSS
24 March 2026
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