PURC records 99.20% complaint resolution rate

Correspondence from the Bono Region

The Public Utilities Regulatory Commission (PURC) in the Bono Region has recorded an impressive 99.20 percent complaint-resolution rate, underscoring its efforts to strengthen consumer protection and ensure accountability among utility service providers.

The resolution rate, covering the period from 2019 to 2026, indicates that the Commission successfully resolved 7,798 of the 7,861 cases it received, with only 63 cases outstanding.

The high percentage score is indicative that the overwhelming majority of complaints lodged by consumers concerning utility services were addressed by the Commission, reflecting improvements in the mechanisms available to consumers seeking redress.

According to the Bono Regional Manager of PURC, Patrick Antwi, the Commission’s impressive performance is attributable to its organisational culture, leadership and clearly defined regulatory mandate.

“We at PURC are committed to giving our best in serving consumers, and the impressive performance recorded over the eight years is a reflection of effective leadership, strong institutional commitment and the dedication of our staff".

Patrick Antwi stressed that the impressive figures should not be construed as an indication that PURC automatically rules in favour of consumers.

He revealed that over a period of eight years, the PURC, in collaboration with NEDCo and GWCL, has facilitated GH¢632,800.32 in adjustments in favour of consumers, while GH¢24,417,498.07 has been recovered in favour of utility providers.

Public confidence in PURC soars

For consumers in the Bono and Ahafo Regions who have grappled with disputed tariffs, the figures represent more than mere institutional statistics but a demonstration of PURC’s responsiveness, impartiality and commitment to a strong consumer-focused approach to resolving grievances.

Father Peter Yaw Oppong Kumi, Director of Pax Garment in Sunyani, indicates that his encounter with PURC changed his perception of public institutions and demonstrated the importance of the regulator as an impartial regulator.

He admitted that he had little knowledge of the Commission until the Northern Electricity Distribution Company (NEDCo) invited him to appear before PURC to address a dispute over an outstanding electricity bill.

“I must be honest with you. PURC has given me confidence in the system due to how it settled my issue with NEDCo because after their intervention and assessment, the debt of GH¢106,000 was reduced to about GH¢23,000”.

Another consumer, Daniel Brigade, an Accountant at the Duayaw Nkwanta Nursing Training College, also recounted how PURC helped the institution challenge what he considered an excessive electricity bill.

Brigade said the college received a NEDCo bill of approximately GH¢124,000 in January 2024, an amount he believed was inconsistent with the institution’s actual electricity consumption.

Following a formal complaint at the PURC, the Commission requested the relevant billing documents and investigated the matter, an intervention that eventually resulted in the disputed bill being reduced from GH¢124,000 to GH¢26,000, representing a reduction of more than GH¢98,000.

“I was very happy because that amount of GH¢124,000 was reduced to GH¢26,000, which is over GH¢98,000 difference. I’m very grateful to PURC,” Mr Brigade said.