How to complain effectively in Ghana

Most problems are solved by the business itself when the complaint is clear. When they aren’t, Ghana’s regulators handle complaints about the businesses they license, free of charge. Almost all of them ask you to go to the business first, so start there.

Step 1: complain to the business, in writing

• Say what happened, when and where (the branch), and who you dealt with if you know.
• Say what you want: a refund, a repair, a replacement, an apology, a corrected bill.
• Give your evidence: receipts, invoices, account or meter numbers, screenshots, and for mobile money the transaction ID and the time.
• Give a reasonable date to hear back, and keep a copy of everything, with the date you sent it.

Ask for a complaint or reference number. You’ll need it if you go to the regulator.

Step 2: if it isn’t solved, go to the regulator

Each regulator below is for the businesses it licenses. The contact details are the ones each publishes on its own website.

Banks, savings and loans, and other lenders: Bank of Ghana

Complain to the institution first; if it isn’t resolved, the Bank of Ghana’s complaints office takes it up. Email complaints.office@bog.gov.gh, phone or WhatsApp 0593974486, or visit the 4th Floor, Urban Block, Bank Square, Accra, or a regional office. See its complaints procedures. Mobile money providers are also licensed by the Bank of Ghana; complain to the provider first.

Phone, data and internet: National Communications Authority (NCA)

Complain to your network first; providers must keep complaint forms. Then use the NCA’s online complaints portal, email complaints@nca.org.gh, or call 0307 011 419, and include the date you first complained to the provider. It’s free.

Insurance: National Insurance Commission (NIC)

If your insurer doesn’t put things right, the NIC can step in. Use the complaint page on nic.gov.gh, call +233 302 238300, or email info@nic.gov.gh.

Electricity and water: Public Utilities Regulatory Commission (PURC)

The PURC takes complaints about electricity and water services, including billing, through the complaint form on purc.com.gh (you can add your digital address and photos) or on 0302 218 300.

Investments: Securities and Exchange Commission (SEC)

Report to the firm first. If it isn’t resolved within 30 days, use the SEC’s complaint page with proof you reported it, or call 0800 100 065 (toll-free).

Food, medicines and cosmetics: Food and Drugs Authority (FDA)

Report unsafe or suspect food, medicines and cosmetics, and side effects of medicines, to the FDA through fdaghana.gov.gh.

Fake or substandard goods: Ghana Standards Authority (GSA)

The GSA asks the public to report fake products. Its contacts are on gsa.gov.gh.

Your personal data: Data Protection Commission

If a business misuses your personal data, file a complaint at dpc.gov.gh under the Data Protection Act, 2012 (Act 843).

What about a consumer protection law?

Ghana doesn’t yet have a single consumer protection law or authority. A Consumer Protection Bill has been discussed for years, and groups were still urging Parliament to pass it in 2025 and 2026. Until it passes, the sector regulators above are the place to go.

Step 3: tell others

A review isn’t a complaint, and the business may never see it as one, but it helps the next person decide and it’s public. Keep to what happened to you, leave out other people’s personal details, and don’t accuse a named person of a crime: report crimes to the police. Businesses can reply to reviews on Agoo Reviews for free.