The Public Utilities Regulatory Commission (PURC) in the Ashanti Region has intensified public education on the rights of electricity and water consumers, urging them to take advantage of legal provisions that allow accumulated utility bills to be paid through agreed instalment plans.
According to the Commission, the provision, contained in Regulation 31 of the Public Utilities Regulatory Commission (Consumer Service) Regulations, 2020 (L.I. 2413), was introduced to protect consumers from financial hardship resulting from delayed billing or billing errors by utility providers.
PURC explained that under Regulation 31(1), a consumer is entitled to negotiate an instalment payment plan with a public utility where the utility fails to deliver bills for a period exceeding three months or where it later discovers that the consumer had been undercharged.
The Commission noted that in such situations, utility companies such as the Electricity Company of Ghana (ECG) and the Ghana Water Limited (GWL) cannot compel consumers to make immediate lump-sum payments for the accumulated bills without giving them the opportunity to agree on a reasonable payment arrangement.
Explaining the provision, PURC said if a consumer receives a large accumulated bill because the utility company failed to issue bills for more than three months, the consumer has the legal right to request that the amount be paid in instalments. The same right applies where a utility provider seeks to recover money after discovering that it had mistakenly undercharged the customer.
The Commission further stated that Regulation 31(2) provides an avenue for resolving disagreements over payment arrangements. Where both the utility provider and the consumer are unable to agree on an instalment plan, either party may refer the matter to the PURC for determination.
PURC stressed that the regulation seeks to promote fairness and transparency in utility service delivery while protecting consumers from being penalised for mistakes beyond their control.
The Commission outlined several benefits of the regulation, including protection against unexpected lump-sum payment demands, prevention of unnecessary disconnections once an agreed payment plan is being honoured, and ensuring that utility companies remain accountable for billing errors.
It therefore encouraged consumers across the Ashanti Region to familiarise themselves with the provisions of L.I. 2413 and seek assistance from the Commission whenever they encounter disputes relating to utility billing.
“The Commission exists to protect the interests of both consumers and utility providers. No consumer should suffer because of billing delays or errors. Consumers should know their rights under L.I. 2413 and exercise them whenever necessary,” PURC Ashanti stated.
The Commission reiterated its commitment to ensuring equitable and efficient utility services while strengthening consumer confidence through continuous public education on their rights and responsibilities.
