The Public Utilities Regulatory Commission has reported remarkable strides in a nationwide complaint resolution and utility oversight in the first half of 2025. Out of the 8,162 complaints lodged with the Commission, 7,857 were resolved, representing an impressive 96.26% resolution rate. The remaining 305 complaints (3.74%) are currently under investigation, largely due to their technical nature.
The complaint management yielded positive outcomes for both consumers and utility providers. The outcomes manifested in various forms, including compensation, adjustments, and revenue recovery. The impact also included the replacement of damaged or burnt poles, malfunctioning or destroyed meters, and enhancements to the distribution network.
The highest number of complaints (4,228) were lodged against the Electricity Company of Ghana (ECG) of which 4,044 (95.65%) were resolved. This was closely followed by 3,152 complaints against the Northern Electricity Distribution Company (NEDCo) of which 3,064 (97.21%) were resolved. Seven hundred and forty-six (746) complaints were lodged against the Ghana Water Limited (GWL) of which seven hundred and twenty (720) were resolved, representing 96.51%. The Commission also resolved 29 out of 36 complaints which were lodged by the utilities against consumers. This represents 80.56% resolution rate of complaints lodged by the utilities.
Additionally, the Commission recovered a total of GHS 728,552.55 in credit sales adjustments for complainants with billing disputes. Utility-specific recoveries are:
- ECG: GHS 221,413.89
- NEDCo: GHS 121,812.80
- GWL: GHS 335,325.86
In response to damages caused by service providers, ECG and GWL paid a combined compensation of GHS 955,904.45. ECG contributed GHS 69,794.48, while GWL contributed GHS 886,109.97 of this compensated figure.
The following revenues were recovered from customers who were found to have engaged in illegal connections or bill payments default:
- GHS 511,921.88 from ECG customers
- GHS 925,508.67 from NEDCo customer
- GHS 127,939.02 from GWL consumers
To enhance electricity reliability, the Commission supervised the replacement of 98 damaged utility poles at an estimated cost of GHS314,692.57; replacement and injection of 26 electric transformers at an estimated cost of GHS3,528,665.20; and the installation of 35 new meters at an estimated cost of GHS 68,444.40 for affected consumers nationwide.
The Commission reaffirms its commitment to consumer protection, utility accountability, and infrastructure enhancement to ensure quality of service delivery across Ghana.