This represents 99 per cent of the complaints received.

In the same period last year, the Commission received 1726 complaints and 1582 were re­solved, representing 92 per cent of complaints.

The Greater Accra Regional Manager of PURC, Mrs Gifty Bruce-Nelson, disclosed this at a news conference in Accra yesterday on the operations of the commission in the 2024 fiscal year.
    

Mrs Bruce-Nelson said 1,151 of the complaints were against Electricity Company of Ghana (ECG), and 207 against Gha­na Water Company Limited (GWCL), adding that in the same period ECG made 86 com­plaints against some customers for their refusal to pay their bills.

The Greater Accra Manager of PURC said 1,145 out the 1,151complaints against ECG was resolved, while 207 of the 207 complaints against the GWCL was resolved.

She said in the first quarter of 2024, 4236 complaints were received and 436 were resolved, and in the second quarter 408 complaints were received and 408 resolved, 270 complaints were received in the third quarter and 270 were resolved, and 330 complaints were received and 322 were resolved.

Mrs Bruce-Nelson explained that the complaints the PURC received bordered on damaged property, unlawful discon­nection, poor quality service, challenges with meters, billing challenges, low or over billing, and poor customer service.

She said most of the com­plaints were submitted through writing, phone-ins, electron­ic media and toll free lines, pointing out that most of the complaints were submitted through electronic media such as the email.

Mrs Bruce-Nelson said in the period 2024, PURC made a total adjustment of GH¢867, 535.67 in favour of customers, com­pared with the GH¢634, 167.48 in the same period last year.

She said the interventions made by the Greater Accra Re­gional Office of the PURC made the utility companies to raise a total of GH¢29, 080,692.20.

Mrs Bruce-Nelson said the Greater Accra Regional Office of the PURC facilitated the settlement of 37 cases through negotiated settlement.

“The Greater Accra Regional Office in the year under review monitored 20 customer services centres to enforce standards of performance in the Tema and Accra East Regions. The monitoring exercise was intend­ed to effectively measure the standard of customer service in the various district office, criteria such as outlook, customer care and resources were the tools for assessment,” she stated.

Mrs Bruce-Nelson said the 2024 year educational activities focused more on PURC’s Elec­tricity Consumption Estimator (PECE and the Reckoner), adding that the estimator aver­agely calculated a consumer’s consumption both in kWh and Ghana Cedis based on the selected number of appliances, wattage, hours of use per day and the customer type (residen­tial/non-residential) while the reckoner assist with calculation of the tariff.