The Public Utilities Regulatory Commission (PURC) has announced significant progress in addressing consumer complaints and overseeing utility performance in the first half of 2025, resolving 96.26 percent of all cases lodged across the country.
According to the Commission, 7,857 of the 8,162 complaints received between January and June were successfully resolved, leaving 305 cases, mostly of a technical nature still under investigation.
The outcomes of the interventions have been far-reaching, benefiting both consumers and utility providers through compensation, billing adjustments, revenue recovery, and improvements in service infrastructure.
Speaking on the achievement, the Executive Secretary of the Commission of PURC, Dr. Shafic Suleman said the results underscored the Commission’s mandate to protect consumers while ensuring that utility companies remain accountable.
“Our priority is to deliver fairness and efficiency in service delivery.
“The level of resolution achieved this year shows that our systems for handling grievances are both responsive and effective.”
Dr. Shafic Suleman, Executive Secretary of the Commission of PURC
Electricity-related concerns dominated the reports, with the Electricity Company of Ghana (ECG) recording the highest number of complaints at 4,228. Of these, 4,044 cases—representing 95.65 percent—were resolved.
The Northern Electricity Distribution Company (NEDCo) followed closely, with 3,152 complaints and a resolution rate of 97.21 percent. Ghana Water Limited (GWL) accounted for 746 complaints, resolving 720 of them, equivalent to 96.51 percent.
The Commission also handled disputes initiated by utilities against consumers, resolving 29 of the 36 cases submitted.
This represented an 80.56 percent resolution rate in favour of upholding service agreements and regulatory compliance.
In addition to addressing grievances, the PURC facilitated significant financial recoveries for consumers with billing disputes.
Adjustments to credit sales amounted to GHS 728,552.55, with ECG accounting for GHS 221,413.89, NEDCo GHS 121,812.80, and GWL GHS 335,325.86.
The Commission further ensured that customers affected by service provider errors received due compensation.
A total of GHS 955,904.45 was paid out, with GWL compensating consumers to the tune of GHS 886,109.97 and ECG providing GHS 69,794.48.
“We believe that when service providers are held accountable for damages or disruptions, it strengthens public trust in the system.”
Dr. Shafic Suleman, Executive Secretary of the Commission of PURC
The Commission’s oversight also extended to recovering revenues lost through illegal connections and payment defaults. ECG recouped GHS 511,921.88, NEDCo reclaimed GHS 925,508.67, and GWL recovered GHS 127,939.02 from offending customers.
Utility Infrastructure Upgrades
Beyond financial restitution, the PURC worked to improve utility infrastructure, directly impacting service reliability.
Under its supervision, 98 damaged utility poles were replaced at a cost of GHS 314,692.57. The Commission also oversaw the replacement and injection of 26 transformers, valued at GHS 3,528,665.20, and the installation of 35 new meters for affected consumers at an estimated cost of GHS 68,444.40.
“These infrastructural interventions are not just about fixing immediate problems.
“They are about strengthening the network so that fewer consumers experience outages, meter faults, or unsafe conditions in the future.”
Dr. Shafic Suleman, Executive Secretary of the Commission of PURC
The PURC reiterated that its work in the first half of 2025 was part of a broader strategy to balance the needs of consumers with the operational realities of utility providers.
This involves continuous monitoring, swift intervention in service failures, and collaboration with the utilities to ensure that the causes of recurring complaints are addressed at the root.
Looking ahead, the Commission assured the public that it would sustain its aggressive complaint resolution drive and expand oversight of service quality.
“We will continue to enhance our consumer protection systems, promote transparency in utility operations, and invest in regulatory capacity to keep pace with the evolving energy and water sectors.”
Dr. Shafic Suleman, Executive Secretary of the Commission of PURC
The high resolution rate achieved this year has reinforced PURC’s role as both an arbiter and advocate in Ghana’s utility sector.
By combining financial redress, infrastructure upgrades, and regulatory enforcement, the Commission is positioning itself as a central force in improving service delivery nationwide.
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