The Public Utilities Regulatory Commission (PURC) has stepped up efforts to promote transparency and protect consumers through an extensive public education campaign in Nyinahini and Ayanfuri in the Ashanti Region.
The initiative, spearheaded by the PURC Ashanti Regional Office, forms part of its community outreach programmes dubbed “PURC at the Bus Terminal” and “Tell PURC.” The engagements aim to bring regulatory information closer to the public while addressing longstanding concerns about utility billing practices.
At the Nyinahini Lorry Station, traders, commercial drivers and commuters voiced frustrations over irregular billing, prolonged periods without receiving bills, and the sudden appearance of unusually high charges. Similar concerns were raised in Ayanfuri, where residents sought clarification on issues relating to faulty meters and instances where meter readers are unable to access premises.
Responding to these concerns, PURC officials provided detailed guidance on consumers’ rights under Regulation 29 of Legislative Instrument (L.I.) 2413, which governs the issuance and delivery of utility bills in Ghana.
Officials explained that utility providers are mandated to issue bills monthly to customers using credit meters, whether through physical delivery, electronic means or other convenient channels. These bills must clearly reflect actual or estimated consumption alongside all applicable charges.
They further clarified that in situations where meters are read only twice a year, utilities are required to issue estimated monthly bills, followed by a reconciliation after six months based on actual meter readings.
Any discrepancies between estimated and actual consumption must be adjusted gradually to avoid imposing financial strain on consumers.
Addressing delays in billing, PURC emphasized that utilities must fairly adjust charges where billing cycles exceed the standard period due to their own lapses. Consumers who do not receive bills for more than three months are entitled to settle accumulated charges through instalment payments.
More significantly, officials noted that where a utility fails to issue bills for a continuous period of 12 months, it forfeits the right to recover the cost of the service, unless the delay can be attributed to the consumer or other justifiable circumstances.
On the issue of estimated billing, the Commission indicated that such estimates may only be applied under specific conditions, including faulty meters, lack of available meters, tampering, or restricted access to premises. In all such cases, utilities are required to inform consumers and later reconcile estimated figures with actual readings.
To safeguard consumers against excessive charges, PURC stressed that estimated bills must remain reasonable. Where an estimate exceeds actual consumption by more than 50 percent, the utility provider is obligated to compensate the consumer with interest on the overcharged amount.
Additionally, consumers retain the right to request detailed statements of their billing history, including payments and charges, which utilities must provide promptly upon request.
PURC officials reiterated that Regulation 29 is designed to shield consumers from billing irregularities and financial shocks while ensuring accountability among service providers.
“Consumers must know their rights, insist on regular billing, and question any discrepancies,” the officials advised.
The Commission indicated that the “PURC at the Bus Terminal” and “Tell PURC” initiatives will be expanded to other communities across the Ashanti Region as part of ongoing efforts to deepen public awareness and strengthen consumer protection in the utilities sector.
