The Ashanti Regional Office of the Public Utilities Regulatory Commission (PURC) has secured refunds totalling GH¢338,452.64 for consumers who were wrongly billed or overcharged by utility providers during the third quarter of 2026.
At the same time, the Commission recovered GH¢2,969,052.02 in revenue for the Electricity Company of Ghana (ECG) and Ghana Water Ltd (GWL), highlighting its dual role of protecting consumers while ensuring that regulated utilities receive legitimate revenues owed them.
The achievements formed part of the Commission’s regulatory interventions in the Ashanti Region during the third quarter, ending September 2026.
According to the Ashanti Regional Office, it received a total of 1,141 complaints against ECG and GWL during the period and successfully resolved 1,076, representing a resolution rate of 94.3 per cent.
The performance is being described as a demonstration of the Commission’s commitment to addressing consumer grievances promptly and ensuring that utility providers remain accountable for the services they deliver.
ECG Dominates Complaints
ECG accounted for the overwhelming majority of the complaints received during the period.
Out of the total cases, 1,090 complaints, representing approximately 95.5 per cent, were lodged against ECG, while 51 complaints, or 4.5 per cent, concerned Ghana Water Ltd.
The high number of complaints against ECG was largely attributed to issues surrounding the quality and reliability of electricity supply in the region.
The PURC said its interventions went beyond the resolution of complaints to securing practical solutions for consumers whose concerns required physical or technical interventions.
Quality Of Supply
A breakdown of the complaints showed that Quality of Supply was by far the dominant concern among consumers.
The category recorded 1,072 complaints, representing about 94 per cent of all cases received during the quarter.
Billing issues followed with 38 complaints, while 15 complaints related to metering.
Consumer Service Delivery recorded nine complaints, payments four, and unlawful disconnection three.
The figures underline the extent to which consumers continued to raise concerns about the quality and reliability of electricity services, making supply-related challenges the principal area of regulatory attention during the period.
Practical Interventions
The Regional Office also facilitated a number of practical interventions aimed at resolving complaints and improving utility services.
These included the replacement of four faulty electricity poles, three faulty transformers and one defective energy meter.
The PURC also assisted consumers to secure 35 new service connections which had reportedly been unduly delayed.
The interventions, according to the Commission, provided relief to affected households and businesses while helping to ensure that consumers received the services for which they had applied and paid.
Financial Impact
The financial outcomes of the Commission’s interventions were significant.
The GH¢338,452.64 refunded to consumers represents monies that had been wrongly charged or overcharged and were subsequently recovered through the Commission’s regulatory processes.
On the other hand, the recovery of GH¢2,969,052.02 for ECG and GWL demonstrates the PURC’s effort to ensure that legitimate revenues due the utilities are also protected.
The figures therefore reflect what the Commission considers a balance between consumer protection and the financial sustainability of utility providers.
Field Activities Lead
The majority of complaints were brought to the attention of the PURC through its field activities.
Field activities accounted for 810 complaints, making it the largest source of cases during the quarter.
The Commission’s WhatsApp platforms followed with 236 complaints, while 37 consumers lodged their complaints through walk-in visits.
Consumer Service Committees accounted for 26 complaints, written complaints recorded 18, while 14 complaints were received through telephone calls.
The figures suggest that the Commission’s direct engagement with consumers, particularly through field activities and digital platforms, has become an important avenue for identifying and resolving utility-related challenges.
Regulatory Commitment
Commenting on the performance, the Ashanti Regional Manager of the PURC, Mr. Edward Boduah, attributed the results to proactive regulatory interventions undertaken by the Regional Office during the quarter.
He indicated that the interventions were aimed at ensuring that complaints from consumers were not only received but properly investigated and resolved.
The high resolution rate, he said, reflected the Office’s determination to remain responsive to the concerns of utility consumers while working with the service providers to address legitimate challenges.
The Ashanti Regional Office has subsequently reiterated its commitment to ensuring reliable, safe and high-quality utility services for consumers across the region.
The Commission said it would continue to use its regulatory mandate to protect consumers, facilitate the resolution of complaints and promote improved service delivery by utility providers.
The latest performance also reinforces the importance of consumers reporting unresolved utility challenges to the PURC, particularly where complaints relating to billing, metering, supply quality, service connections and other utility services have not been adequately addressed.
