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.
In a statement issued on Thursday, October 8, 2026, the Commission said it also 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.
PURC 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.
PURC described the performance 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.
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.
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.
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.
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 period.
PURC maintains electricity, water tariffs for Fourth Quarter 2026
By Benjamin Aidoo
