The Public Utilities Regulatory Commission (PURC) has helped the Electricity Company of Ghana (ECG) recover more than GH¢4.29 million through its complaint resolution processes in the first half of 2025.
According to the Commission’s latest data, a total of 700 complaints were lodged in the Greater Accra Region between January and June, with 689 cases successfully resolved—reflecting a resolution rate of 98 percent.
Through these interventions, ECG recouped GH¢4,295,445.64, while consumers received GH¢173,986.60 in compensatory payments. In all, GH¢4,469,432.25 was disbursed between the utility provider and its customers.
At a mid-year media briefing, PURC’s Greater Accra Regional Manager, Madam Gifty Bruce-Nelson, credited the results to the Commission’s proactive regulatory oversight and sustained engagement with stakeholders.
“Service quality issues remain the leading cause of complaints,” she said. “We received 450 cases related to unreliable power supply, faulty transformers, broken poles, voltage fluctuations, and water flow challenges.”
Billing anomalies, faulty meters, and equipment damage due to outages were also among the concerns brought before the Commission.
Breakdown of the complaint channels showed a growing preference for digital engagement: 406 complaints were submitted electronically, 117 via telephone, 56 through walk-ins, 53 by written letter, 21 through the toll-free line, and 4 during field visits.
While the volume of complaints in the first half of 2025 dropped slightly compared to 804 recorded during the same period in 2024, online submissions surged from 233 to 406.
In the first half of 2024, ECG recovered GH¢11.4 million through complaint mediation, while GH¢552,972.69 was paid to consumers.
This year’s data also reveals that ECG was the subject of 79 percent of all complaints (555 cases), followed by Ghana Water Company Limited (GWCL) with 109 cases (16 percent), and 36 cases (5 percent) lodged against consumers.
Madam Bruce-Nelson also announced that the PURC had ramped up its public education efforts and conducted 20 monitoring visits to ECG service centres, focusing on prepaid, community, and industrial areas.
She noted that power supply was generally stable in the communities visited, with the exception of Volo, where frequent outages of up to two days were reported. “Most postpaid meters in Volo are SHEP meters not integrated into ECG’s digital system,” she explained.
For context, in the full year 2024, ECG recovered GH¢29.08 million out of GH¢33.8 million owed by 17 institutions, while customers received GH¢867,535.67 in compensation. That year, 1,444 complaints were lodged, with a resolution rate of 99 percent.