The Public Utilities Regulatory Commission has launched nationwide investigations into complaints of disappearing prepaid electricity credits, admitting it does not have a dedicated system to routinely track such losses.
The Commission says it has deployed officers across the country to validate consumer complaints and is engaging the Electricity Company of Ghana to determine the cause of the reported anomalies and possible remedies for affected customers.
Speaking on Citi FM on Thursday, February 26, 2026, PURC’s Director of Research and Corporate Affairs, Dr Eric Obutey, said the Commission became aware of the growing public concern earlier in the week and immediately initiated field inquiries.
“We got wind of this information on Monday, and we have invited ECG to speak to us,” he said.
“Before they come, we have deployed our men to the field, both at the regional offices and the head office, so that we are armed independently with data.”
Dr Obutey explained that while PURC monitors power supply reliability using internationally recognised benchmarks such as the System Average Interruption Duration Index (SAIDI) and related indicators, there is no specific index to track the depletion rate of prepaid electricity credits.
“This current issue of buying credit and then losing the credit within a particular period, we do not have any index for that particular one,” he said, noting that such cases are typically addressed after formal complaints are lodged.
Responding to concerns about a possible gap in consumer protection, he said metering and billing issues are handled on a case-by-case basis, with engineers and complaints officers dispatched to investigate and test meters where necessary.
He acknowledged that PURC does not conduct routine large-scale audits of prepaid meters nationwide, citing limited laboratory capacity and manpower. Where broader calibration and testing exercises are required, the Commission collaborates with the Ghana Standards Authority.
On calls for more proactive and random audits, similar to spot checks conducted by the National Petroleum Authority at fuel stations, Dr Obutey conceded that more frequent nationwide testing may be necessary.
“Maybe we need to do it more frequently and across the country, but we do not have the manpower to go to every household,” he said.
Addressing compensation concerns, he assured consumers that if investigations confirm wrongful depletion of prepaid credits, affected customers would have their lost units restored, though not in cash.
“If ECG is found to have made your credit run faster than normal, they will give you back the lost credit,” he said.
“It could mean that when you buy power next time, you receive additional credit to make up for what was lost.”
He disclosed that a similar situation occurred in 2023, after which affected consumers had their credits reinstated following regulatory intervention.
The investigations and engagements with ECG took place on February 26, 2026. PURC says it will brief the public on the outcome once discussions are concluded and findings from the field are consolidated.
Dr Obutey indicated that an update is expected “today or tomorrow” after the Commission finalises its engagements with the power distributor.
