The Public Utilities Regulatory Commission (PURC) facilitated credit adjustments totalling GH¢105,273.50 for customers of the Electricity Company of Ghana (ECG) and the Ghana Water Limited (GWL) in the Greater Accra Region during the first and second quarters of the year.

The adjustments followed investigations into complaints, mainly involving disputed bills and overbilling, lodged against the two utility service providers.

Madam Gifty Bruce-Nelson, Greater Accra Regional Manager of the PURC, said the Commission undertook several regulatory activities in line with its mandate to protect the interests of consumers and utility service providers, enforce standards of performance and promote quality utility service delivery.

The activities included consumer complaint management, utility and industrial monitoring, monitoring of customer service centres, community monitoring, and media briefings.

The others were consumer and regulatory engagements, monitoring of prepaid vending stations, complaint clinics, public education programmes, field investigations and negotiation settlement meetings.

Madam Bruce-Nelson said electricity and water consumers lodged complaints relating to billing, metering, payments, quality of service, unlawful disconnections, customer service delivery and damaged property, among others.

She said quality of service recorded the highest number of complaints, with 688 cases, followed by billing, with 146 cases.

The Regional Office received 986 complaints, of which 972 were resolved, representing a 99 per cent resolution rate, she said.

Of the total complaints received, 787 were lodged against the Electricity Company of Ghana, 169 against Ghana Water Limited, while 30 were filed by utility providers against consumers.

Madam Bruce-Nelson said electronic media remained the most preferred complaint channel, accounting for 446 complaints, reflecting consumers’ increasing preference for digital platforms because of their convenience.

She said 267 complaints were received through phone-ins, 113 through the toll-free line, 81 in writing, 66 through walk-ins and 13 through field complaints, making the latter the least-used complaint channel during the period.

She said 38 complaints related to payments, 35 to metering, 22 to unlawful disconnections, 17 to customer service delivery and nine to damaged property, while one complaint fell under other categories.

Madam Bruce-Nelson said the Commission’s complaint-handling mechanisms had strengthened consumer confidence and enhanced accountability among utility service providers.

“Through investigations, mediation and follow-ups, billing corrections and adjustments were made, while service delivery challenges were identified for regulatory action,” she said.

The interventions had promoted consumer protection, peaceful dispute resolution and stronger collaboration among consumers, utility providers and communities.