Accra: The Public Utilities Regulatory Commission (PURC) has successfully recovered over GHS4 million for the Electricity Company of Ghana (ECG) in the first half of 2025 through its interventions in customer complaints.
According to Ghana News Agency, between January and June, the PURC addressed 98 percent of the 700 complaints lodged in the Greater Accra Region. This resulted in payments totaling GHS4,295,445.64 to ECG and GHS173,986.60 to customers. Madam Gifty Bruce-Nelson, Greater Accra Regional Manager of PURC, stated that a combined GHS4,469,432.25 was disbursed to utility providers and consumers to enhance sustainability and satisfaction.
Quality of service issues topped the list of complaints, with 450 cases involving challenges such as frequent outages, faulty transformers, broken poles, power cuts, and issues with water flow and pressure. Madam Bruce-Nelson also noted that billing discrepancies, malfunctioning meters, and property damage due to outages were significant concerns.
The majority of reports were submitted electronically (406), with others received via phone (117), walk-ins (56), written submissions (53), toll-free calls (21), and field visits (4). This marks a change from the same period in 2024, when there were 804 complaints, including 233 electronic submissions.
In 2024, through PURC’s efforts, ECG recovered GHS11,441,875.55, and customers received GHS552,972.69. During her mid-year briefing, Madam Bruce-Nelson highlighted that 79 percent of the complaints were against ECG, 16 percent against Ghana Water Company Limited (GWCL), and 5 percent against customers.
The Commission has intensified public education efforts, conducted 20 visits to ECG service centers, and engaged in community, prepaid, and industrial monitoring. However, power supply in some communities remains a concern, particularly in Volo, where frequent outages continue to be reported.
In 2024, ECG recovered GHS29,080,692.20 from 17 institutions out of a total debt of GHS33,807,691.20, and customers received GHS867,535.67. That year, 1,444 complaints were lodged, with a resolution rate of 99 percent.