The Public Utilities Regulatory Commission (PURC) played a pivotal role in retrieving substantial debt owed to the Electricity Company of Ghana (ECG) in 2024. Through their intervention, over GH¢29 million was recovered from 17 public and private institutions in the Greater Accra Region, representing a significant portion of the total outstanding debt of GH¢33.8 million. This proactive approach by the PURC underscores its commitment to ensuring the financial viability and sustainability of utility companies while simultaneously protecting consumer rights. The recovery process was initiated by the PURC issuing notices to debtors, urging them to settle their outstanding balances to avoid disconnection. This action prompted the 17 institutions, including Parliament, to comply and pay their dues. The success of this debt recovery effort demonstrates the PURC’s effectiveness in leveraging its authority to enforce payment and maintain a stable revenue stream for essential utility services.
Beyond debt recovery, the PURC also actively addresses consumer complaints and ensures fair billing practices. In 2024, the Commission facilitated financial adjustments totaling GH¢867,535.67 in favor of customers in the Greater Accra Region who had lodged complaints against ECG. This figure represents a notable increase from the GH¢634,167.48 adjusted in 2023, indicating a growing trend of consumers seeking redress through the PURC. These adjustments highlight the Commission’s dedication to investigating customer grievances and ensuring appropriate remedies are implemented where warranted. The PURC’s role in resolving billing disputes emphasizes its commitment to protecting consumers from unfair charges and promoting transparency within the utilities sector. It’s also noteworthy that the PURC recognizes that residential customers seldom accumulate large debts, with the major debtors often being industries and government agencies.
The PURC’s regional office in Greater Accra demonstrated remarkable efficiency in handling customer complaints throughout 2024. Out of a total of 1,444 complaints received against regulated utilities, the Commission successfully resolved 1,436 cases, achieving a resolution rate of 99%. This impressive performance reflects the PURC’s dedication to addressing consumer concerns promptly and effectively. The majority of complaints, 1,151, were directed against ECG, followed by 207 against Ghana Water Limited (GWL). Interestingly, ECG also lodged 86 complaints against customers, likely related to billing disputes or other service-related issues. This data reveals the diverse range of complaints the PURC manages, further highlighting its importance as a neutral arbiter within the utilities landscape. The high resolution rate underscores the PURC’s proactive approach to complaint management and its ability to mediate effectively between consumers and utility providers.
Comparing the 2024 complaint statistics to the previous year reveals a slight decrease in the total number of complaints received. In 2023, the regional office handled 1,726 complaints, resolving 1,584 (92%). While the resolution rate remained high, the decrease in the overall number of complaints could indicate several factors, such as improved service delivery by utilities or increased consumer awareness of their rights. The breakdown of complaint sources in 2024 indicates that the electronic media played a significant role in channeling consumer grievances to the PURC, with 778 complaints originating from this source. Phone-in complaints accounted for 267 cases, followed by written complaints (184), walk-in complaints (108), and field complaints (65). This data highlights the importance of diverse communication channels for consumers to access the PURC and lodge their complaints.
The primary issues raised in the complaints revolved around quality of service, billing accuracy, metering concerns, consumer service delivery, and instances of unlawful disconnection. These recurring themes highlight the ongoing challenges within the utilities sector and underscore the need for continuous monitoring and intervention by the PURC. Addressing these issues effectively is crucial for maintaining consumer trust and ensuring the provision of reliable and affordable utility services. The PURC’s focus on these key areas demonstrates its commitment to improving the overall consumer experience and holding utility companies accountable for their performance.
In conclusion, the PURC played a crucial role in 2024 by facilitating the recovery of substantial debt owed to ECG, resolving a high percentage of consumer complaints, and ensuring fair billing practices. The Commission’s proactive approach to debt recovery contributed significantly to the financial stability of ECG, while its efficient complaint management system provided consumers with a readily accessible platform to address their grievances. The PURC’s focus on key issues such as quality of service, billing accuracy, and unlawful disconnections demonstrates its commitment to protecting consumer rights and promoting a more efficient and equitable utilities sector. The data presented for both 2023 and 2024 reinforces the PURC’s vital role as a mediator and regulator, ensuring both the viability of utility companies and the satisfaction of consumers.
