The Central Regional office of the Public Utilities Regulatory Commission (PURC) resolved 93 per cent of the 444 complaints it received against utility service providers and consumers in the first quarter of 2026.
Out of the total complaints recorded during the period, 414 were successfully addressed, reflecting what officials describe as improved responsiveness and strengthened engagement with consumers.
The Central Regional Manager of the PURC, Francis Baidoo, indicated that the Electricity Company of Ghana (ECG) accounted for the majority of complaints, recording 352 cases, representing 80 per cent.
Of these, 337 were resolved.
Mr Baidoo said the PURC received 77 complaints in relation to the Ghana Water Limited (GWL), representing 17 per cent, out of which 67 were resolved.
Again, he said 15 complaints, representing three per cent, were lodged against consumers, with 10 resolved.
According to a report by the PURC, most of the complaints were related to quality of service delivery, including power outages, low voltage, low water pressure and billing challenges.
Mr Baidoo explained that while a significant proportion of cases had been resolved, the remaining complaints were still under investigation due to their complexity and the need for thorough assessment to ensure fair and lasting resolutions.
Complaints on the rise
The report also revealed a steady increase in the number of complaints over the past three years, rising from 312 in the first quarter of 2024 to 359 in 2025 and further to 444 in 2026.
Mr Baidoo attributed the upward trend to intensified stakeholder engagement initiatives, including complaint clinics and the introduction of outreach programmes such as “PURC in your home,” as well as the use of digital platforms like WhatsApp.
Monitoring and enforcement
As part of its regulatory mandate, Mr Baidoo said the regional office undertook monitoring exercises across selected customer service centres of ECG and GWL to ensure compliance with benchmarks for quality service delivery.
The exercise, he said, covered four ECG district offices, three GWL district offices and additional customer service centres across the region.
In addition, he said the office monitored 28 communities and eight industries and small and medium-scale enterprises (SMEs) to assess the reliability and quality of utility services.
Mr Baidoo said the engagements provided a platform for direct interaction with consumers, community leaders and businesses on service delivery challenges and the role of the Commission.
Complaint clinics and public education
Mr Baidoo said the office also organised four complaint clinic exercises in selected communities, where it engaged 118 consumers and distributed informational leaflets.
He indicated that many of the complaints received during these clinics were resolved on the spot, while others were referred for further action.
He said public education activities were also intensified during the period, with the commission reaching over 600 consumers through community engagements, radio programmes and virtual platforms and consumers were educated on proper procedures for accessing utility services and lodging complaints.
Improved confidence
He said sustained stakeholder engagement and efficient complaint resolution mechanisms had enhanced consumer confidence in the commission, adding that increased awareness of the commission’s role had empowered consumers to report concerns promptly, contributing to improved transparency and service delivery in the utility sector.
Despite the progress, he emphasised the need for continued collaboration between utility providers and consumers to address persistent service quality issues.
Source:
www.graphic.com.gh
