The Public Utilities Regulatory Commission (PURC) has made significant strides in addressing consumer complaints and supporting utilities in revenue recovery over the 2025 operational year.
Through targeted interventions, the Commission facilitated adjustments and refunds for consumers affected by billing discrepancies, incorrect meter readings, and service interruptions. Key interventions included addressing overbilling and estimated billing issues, ensuring fairness in billing practices.
Simultaneously, the Commission supported utilities in recovering unpaid bills, regularizing illegal connections, and enforcing compliance with regulations, which may result in negotiated payment plans, reduced bills, or, in some cases, write-offs of unrecoverable amounts.
The Regional Manager, Madam Gifty Bruce-Nelson, on Thursday, March 19, 2026, briefed the Media on these developments and provided a comprehensive overview of the Commission’s operations within the region. She indicated that the Greater Accra Region oversees 62 district offices, comprising 27 Electricity Company of Ghana (ECG) offices and 35 Ghana Water Limited (GWL) offices across Accra East, Accra West, and Tema.
Ms. Bruce-Nelson disclosed that in the year ending 2025, the Commission recorded a total of 1,178 complaints, the majority of which were lodged against utility service providers. According to her, ECG accounted for the highest proportion of complaints, followed by Ghana Water Limited, while a smaller percentage involved complaints by utilities against consumers, largely relating to illegal connections and non-payment of bills.
The Commission resolved complaints through structured processes involving investigations, stakeholder engagements, and negotiated settlements. “When the complaint is not fully resolved by the utility, we call for a settlement meeting between the two parties,” she stated.
Ms. Bruce-Nelson emphasized that these interventions have significantly contributed to both consumer protection and operational efficiency within the utility sector.
She indicated that over the period under review, 89 negotiated settlement meetings held between utility service providers and consumers. A total amount of GHS4,469,432.25 was recovered for both consumers and ECG. This comprised a total refund of GH¢173,986.60 to consumers and a recovery of GHS4,295,445.64 for the service provider, ECG.
Ms Bruce-Nelson noted that the Commission remains committed to ensuring fair and efficient utility service provision for all Ghanaians, and pointed out that this forms part of the Commission’s efforts to enhance transparency, strengthen stakeholder engagement, and deepen public understanding of its mandate to ensure efficient utility service delivery and consumer protection.