The Electricity Company of Ghana (ECG) has spent more than GH¢710,000 replacing damaged meters, poles and transformers in the Greater Accra Region during the first half of the year, as authorities intensify efforts to improve electricity service delivery.
The expenditure followed complaints from customers and interventions by the Public Utilities Regulatory Commission (PURC), highlighting the scale of infrastructure-related challenges confronting electricity consumers across the region.
Madam Gifty Bruce-Nelson, Greater Regional Manager of PURC, disclosed the figures during an interview with the Ghana News Agency (GNA) on the sidelines of the Commission’s mid-year performance review of utility providers.
She said a total of 986 complaints were recorded during the first and second quarters, with 972, representing approximately 99 per cent, successfully resolved.
ECG accounted for 787 of the complaints, while 169 were lodged against the Ghana Water Company Limited (GWCL). Another 30 complaints were made by ECG against customers.
According to Madam Bruce-Nelson, the high resolution rate reflected improved cooperation among customers, utility companies and the regulator.
The PURC official said the Commission also secured financial relief for consumers following investigations into disputed bills and allegations of overbilling.
ECG made credit adjustments of GH¢1,921.18 in the first quarter and GH¢103,352.32 in the second quarter, bringing the total relief granted to consumers to GH¢105,273.50.
She said complaints against ECG largely centred on service quality and billing, while customers of GWCL mainly reported burst pipes and interruptions in water supply.
Digital platforms are increasingly becoming an important channel for reporting these challenges.
Madam Bruce-Nelson said 446 complaints were received through PURC’s WhatsApp platform, with Assembly Members playing a key role by forwarding complaints from residents to the Commission.
Other complaints were received through the Commission’s toll-free line, phone-ins, electronic platforms and during field monitoring exercises.
The regulator also assessed the utilities’ compliance with the five-day period within which complaints referred to them are expected to be resolved.
According to Madam Bruce-Nelson, ECG and GWCL have shown improvements in responding to customer complaints across the Greater Accra jurisdiction, including the Accra West, Accra East and Tema operational areas.
PURC officials also visited several ECG district offices, including Nsawam, Amasaman, Bortianor, Achimota and Kaneshie, to assess working conditions and determine how customer service practices were influencing service delivery.
The mid-year review points to a growing emphasis on not only resolving customer complaints but also addressing the infrastructure and service deficiencies that generate those complaints in the first place.
For consumers, the challenge will be to ensure that the improved complaint-resolution rate is matched by sustained investment in reliable electricity and water services across the region.
