By Ebenezer Chike Adjei NJOKU
More than half of Ghanaian consumers lack awareness of their rights, leaving them vulnerable to poor service, excessive charges and ineffective complaint resolution, according to a new report by CUTS International Accra, a research and advocacy think-tank.
The findings showed that 55.5 percent of telecom users, 55.98 percent of banking customers and 76 percent of e-commerce shoppers are unaware of redress mechanisms, while over a quarter of electricity consumers (26.18 percent) have no knowledge of their rights.
The report, ‘The State of Ghanaian Consumers’, is based on a survey of 1,795 consumers across 10 regions and revealed a deep gap between consumer expectations and regulatory enforcement.
It warned that low awareness and weak redress mechanisms allow service providers to operate with minimal accountability, often to the detriment of consumers.
Presenting the report, Appiah Kusi Adomako, West Africa Regional Director-CUTS International Accra, stated that it “captures the realities of consumer experiences, evaluates existing protection frameworks and offers actionable recommendations to empower Ghanaians in the marketplace”, adding that it is a clarion call for a unified Consumer Protection Act coupled with stronger regulatory oversight and enhanced consumer education to address awareness gaps.
Mr. Adomako explained that the report has been 11 years in the making because of apathy from many stakeholders.
“CUTS first conceived the idea of undertaking this study far back in 2014. We have reached out to various organisations and businesses for funding, but year after year it became painfully clear that donor agencies and businesses in Ghana are not interested in supporting any initiative that can empower consumers,” he said.
The study found that awareness of consumer protection laws is alarmingly low across all major sectors. In telecommunications, only one in ten (11.71 percent) consumers reported limited knowledge about their rights, while 30.91 percent had no knowledge at all.
Despite frequent complaints about poor network quality, slow internet speeds and sudden credit loss, the majority of consumers (55.5 percent) do not know where to seek redress.
In banking, where unauthorised transactions, high fees and poor customer service were top concerns, 55.98 percent of respondents had no knowledge of complaint resolution mechanisms.
Nearly 40 percent did not know which authority regulates the sector, while 48.33 percent had little understanding of how to address disputes.
For online shoppers, the situation is even more severe. While fraud (34 percent) and unauthorised transactions remain common, 76 percent of respondents are unsure if any e-commerce consumer protection laws exist.
As a result, two in three (66 percent) of those who faced issues did not report them – believing that complaints would not be addressed.
The electricity sector faces similar problems, with 26.18 percent of consumers completely unaware of their rights and 34.18 percent possessing very little knowledge.
Meanwhile, in aviation 62.5 percent of passengers who had complaints reported them only to airlines while just 2.5 percent escalated cases to the Ghana Civil Aviation Authority (GCAA) -highlighting a lack of awareness about formal complaint procedures.
Justice Jones Dotse, Board Chair-CUTS Accra, pledged that the report will serve as a springboard for deeper engagements with regulators and other policy stakeholders, adding that his outfit would not relent until major reforms are achieved.
“Let me be unequivocal: this report is not destined to be a ceremonial artifact, unveilled before cameras today only to gather dust tomorrow. CUTS is resolute in its pledge to translate its findings into action. CUTS will collaborate closely with key regulatory bodies – the Public Utilities Regulatory Commission (PURC), National Communications Authority (NCA), National Road Safety Authority (NRSA), Ghana Civil Aviation Authority (GCAA) and Bank of Ghana (BoG) – to confront the concerns raised by Ghanaians head-on,” the retired Justice of the Supreme Court elaborated.
Complaints and redress mechanisms
A lack of awareness about consumer rights has contributed to poor complaint resolution across multiple sectors. In banking, only 22.01 percent of respondents had ever reported an issue to the regulator and 35.85 percent of those who did had to wait more than a week for a response.
In the electricity sector, 87.64 percent of consumers directed their complaints to the Electricity Company of Ghana (ECG) but many experienced slow responses and unresolved cases. In telecommunications, only 6.79 percent of consumers expressed strong trust in regulatory bodies – citing a lack of transparency and poor enforcement of consumer protection policies.
Even in waste management where public health concerns are high, 77.4 percent of consumers had never reported a sanitation issue, mainly due to distrust in authorities and lack of knowledge on where to file complaints.
Similarly, in the transport sector where over 76 percent of passengers cite reckless driving as a major safety concern, only 16.55 percent of respondents have ever reported a road safety violation.
Regulatory agencies
The report highlighted deep consumer distrust in the nation’s regulatory framework. In the telecom sector, only 6.79 percent of respondents believe regulators are effectively protecting their interests.
In banking, 38.28 percent of consumers think regulators only occasionally act in their favour, while 21.53 percent feel consumer concerns are rarely addressed.
Even where consumers are aware of their rights, enforcement remains weak. In aviation, 53.1 percent of respondents had experienced a flight cancellation but 81.1 percent received no compensation, despite regulations requiring airlines to offer redress for service disruptions.
Calls for stronger consumer protection policies
The report urged government to fast-track passage of Ghana’s Consumer Protection bill and establish an independent Consumer Protection Authority to centralise oversight and enforcement.
It also called for sector-specific consumer education programmes to increase awareness, particularly in banking, telecommunications and e-commerce.
Without urgent reforms, the report warned, millions of Ghanaians will continue to suffer from poor service, excessive charges and limited access to fair complaint resolution mechanisms.
In his keynote address, the Minister of Trade, Agribusiness and Industry stressed an urgent need for a comprehensive Consumer Protection Law to safeguard the rights of citizens and strengthen regulatory enforcement. She added this is a priority for her ministry and the current administration.
In the address, which was delivered on her behalf by XYZ, she said: “This report confirms what we have long recognised: the absence of a unified Consumer Protection Law leaves our people vulnerable. Fragmented regulations across sectors create gaps in enforcement, leaving consumers to bear the brunt of poor service, limited awareness and inadequate redress. But let me be clear – this government will not stand idle”.
“Today, I reaffirm that this administration is working diligently to deliver on that promise. The Ministry of Trade and Industry, in collaboration with stakeholders, is advancing the drafting of this legislation,” she further stated.
