The Public Utilities Regulatory Commission (PURC) has recovered over GH¢4 million for the Electricity Company of Ghana (ECG) through complaint resolution efforts in the first half of 2025.
Between January and June, 700 complaints were lodged in the Greater Accra Region, out of which 689 were resolved, representing a 98 percent resolution rate. These interventions resulted in GH¢4,295,445.64 being paid to ECG and GH¢173,986.60 to customers, totalling GH¢4,469,432.25.
Greater Accra Regional Manager of PURC, Madam Gifty Bruce-Nelson, noted that the majority of complaints—450 in total—were related to service quality issues, such as frequent outages, faulty transformers, broken poles, no power in certain areas, low water pressure, and lack of water flow.
Complaints included billing errors, malfunctioning meters, and property damage due to unstable electricity supply. Of the complaints, 406 were submitted electronically, while others came in through phone calls, walk-ins, written submissions, toll-free calls, and field visits.
In comparison, the same period in 2024 saw 804 complaints, with 233 submitted electronically. ECG recovered GH¢11,441,875.55 and customers received GH¢552,972.69 that year.
Madam Bruce-Nelson indicated that in 2025, 555 complaints were against ECG, 109 against Ghana Water Company Limited (GWCL), and 36 against customers.
The Commission ramped up public education, visited 20 ECG service centres, and undertook community monitoring.
In the Volo community, residents reported outages lasting up to two days due to postpaid SHEP meters not integrated into the ECG system.
