PURC Recovers Over GHS 4m for ECG in H1 2025 Through Complaint Resolution
The Public Utilities Regulatory Commission (PURC) has facilitated the recovery of over GH¢4 million for the Electricity Company of Ghana (ECG) in the first half of 2025 through its complaint resolution interventions.
Data from the Commission indicates that between January and June 2025, 700 complaints were lodged in the Greater Accra Region alone, of which 689 were successfully resolved — representing a 98 per cent resolution rate.
The successful resolution of these cases led to the payment of GH¢4,295,445.64 to ECG and GH¢173,986.60 to utility consumers, resulting in a total disbursement of GH¢4,469,432.25 to both parties.
According to the Greater Accra Regional Manager of PURC, Madam Gifty Bruce-Nelson, the recoveries were made possible through the Commission’s sustained regulatory oversight and proactive engagement with both utility providers and consumers.
“Quality of service issues continue to top the list of complaints, with 450 cases related to erratic power supply, faulty transformers, broken poles, power fluctuations, no water flow, and low water pressure,” she stated during a mid-year media briefing.
Other complaints addressed by the Commission included billing discrepancies, malfunctioning meters, and damages to consumer property arising from power outages.
A breakdown of the submission channels revealed that 406 complaints were submitted electronically, 117 via telephone calls, 56 through walk-ins, 53 via written letters, 21 through toll-free calls, and 4 during field visits.
When compared to the same period in 2024, there was a marginal reduction in the number of complaints from 804 to 700, even though electronic submissions increased significantly from 233 to 406.
In 2024, ECG recovered GH¢11.4 million from complaint resolutions within the region, while customers received GH¢552,972.69 as compensatory payments.
The 2025 mid-year briefing further disclosed that ECG was the subject of 555 complaints, representing 79 per cent of all cases lodged. The Ghana Water Company Limited (GWCL) accounted for 109 complaints (16 per cent), while 36 complaints (5 per cent) were filed against consumers.
Madam Bruce-Nelson also disclosed that the PURC had intensified its public education campaign and conducted 20 visits to ECG service centres as part of ongoing community, prepaid, and industrial monitoring efforts.
“Power supply in the communities visited was generally stable except for the Volo community, which reported frequent outages lasting up to two days. Most postpaid meters in Volo are SHEP meters, which are not integrated into ECG’s system,” she revealed.
In 2024, ECG recovered GH¢29.08 million out of a total GH¢33.8 million owed by 17 institutions, with customers receiving GH¢867,535.67 in compensation. That year also saw a total of 1,444 complaints lodged, with the Commission achieving a 99 per cent resolution rate.
