The Public Utilities Regulatory Commission (PURC) facilitated credit adjustments totalling GH¢105,273.50 for customers of the Electricity Company of Ghana (ECG) and Ghana Water Limited (GWL) in the Greater Accra Region during the first half of 2026.
The adjustments followed investigations into consumer complaints, mainly involving disputed bills and overbilling, as part of the Commission’s mandate to protect the interests of utility consumers and service providers.
Madam Gifty Bruce-Nelson, Greater Accra Regional Manager of PURC, said the Commission undertook a range of regulatory activities during the first and second quarters of the year to improve service delivery and ensure compliance with performance standards.
She said the activities included consumer complaint management, utility and industrial monitoring, inspections of customer service centres, community monitoring, media engagements, public education programmes, complaint clinics, field investigations, monitoring of prepaid vending stations and negotiation and settlement meetings.
Madam Bruce-Nelson said the Regional Office received 986 complaints relating to electricity and water services during the review period, of which 972 were resolved, representing a 99 per cent resolution rate.
She said complaints covered issues such as quality of service, billing, metering, payments, unlawful disconnections, customer service delivery and damaged property.
Quality of service accounted for the highest number of complaints with 688 cases, followed by billing with 146 complaints.
Payment-related complaints stood at 38, while metering issues accounted for 35 complaints. The Commission also recorded 22 complaints on unlawful disconnections, 17 on customer service delivery, nine involving damaged property and one under other categories.
According to the Regional Manager, 787 complaints were lodged against the Electricity Company of Ghana, while Ghana Water Limited accounted for 169 complaints. Utility providers also filed 30 complaints against consumers.
She noted that electronic media remained the most preferred channel for lodging complaints, recording 446 cases during the period.
Phone-in complaints totalled 267, while the Commission’s toll-free line received 113 complaints. Written complaints numbered 81, walk-in complaints were 66 and field complaints were 13, making them the least utilised complaint channel.
Madam Bruce-Nelson said the Commission’s complaint resolution mechanisms had strengthened consumer confidence and enhanced accountability among utility service providers.
She explained that investigations, mediation and follow-up engagements enabled billing corrections and credit adjustments while helping to identify service delivery challenges requiring regulatory intervention.
“The complaint resolution process has promoted consumer protection, peaceful dispute resolution and stronger collaboration between consumers, utility service providers and communities,” she said.
