The Electricity Company of Ghana (ECG) spent GHS 710,965 to replace damaged infrastructure in Greater Accra during the first half of 2026. This investment targeted meters, poles, and transformers across the region. The Public Utilities Regulatory Commission (PURC) confirmed this expenditure, highlighting efforts to enhance electricity service delivery.
This significant infrastructure replacement followed numerous customer complaints and direct interventions by the PURC. The initiative aimed to address persistent issues affecting power supply reliability. Madam Gifty Bruce-Nelson, PURC’s Greater Regional Manager, disclosed these details during the Mid-Year Performance Review of utility activities. The replacements directly responded to service delivery concerns raised by electricity consumers.
This investment by ECG aligns with broader government efforts to stabilize Ghana’s energy sector and improve utility services. Reliable power supply remains crucial for economic growth and attracting foreign investment. Previous challenges with infrastructure reliability have often led to public dissatisfaction and hindered business operations. The reported high resolution rate of complaints signals improved responsiveness from utility providers, a key factor in consumer confidence.
Madam Bruce-Nelson stated that 986 complaints were lodged against utility providers in the first two quarters of 2026. Out of these, 972 complaints, approximately 99%, were successfully resolved. She attributed this high resolution rate to mutual understanding and cooperation among all parties involved. This includes consumers, utility companies, and the regulatory body.
The PURC also facilitated credit adjustments totaling GHS 105,273.50 in favour of consumers. These adjustments resulted from investigations into disputed bills and overbilling complaints. ECG made adjustments of GHS 1,921.18 in the first quarter and GHS 103,352.32 in the second quarter. This financial relief demonstrates the PURC's commitment to protecting consumer interests against unfair billing practices.
Complaints against ECG primarily concerned quality of service and billing issues. Conversely, complaints against the Ghana Water Company Limited (GWCL) mainly related to burst pipes and water supply interruptions. The PURC received these complaints through various channels, including field trips, a toll-free line, phone calls, and electronic platforms. The WhatsApp line proved particularly effective, gathering 446 complaints due to active participation from Assembly Members.
The PURC's Regional Office also reviewed key performance indicators for both ECG and GWCL. They specifically focused on the five-day period allocated for resolving customer complaints. Utilities have shown improved promptness in addressing issues across the Greater Accra jurisdiction. This includes areas like Accra West, Accra East, and Tema. This improved response time is vital for maintaining public trust and ensuring consistent utility provision.
The PURC conducted utility monitoring visits to several ECG District Offices. These included Nsawam, Amasaman, Bortianor, Achimota, and Kaneshie. These visits aimed to assess working environments and customer care impact on service delivery. Such proactive monitoring helps ensure that utility companies adhere to regulatory standards and improve their operational efficiency. This ongoing oversight is critical for sustainable service improvements.
The significant investment by ECG and the high complaint resolution rate by PURC suggest a concerted effort to enhance utility services in Greater Accra. This trend is positive for consumers and businesses alike. Continued regulatory vigilance and utility company responsiveness will be crucial for sustaining these improvements. Stakeholders will watch closely for further infrastructure upgrades and sustained high complaint resolution rates.