PURC resolves 99.56% of utility complaints in Volta/Oti Region during first half of 2026

The Public Utilities Regulatory Commission (PURC) says it resolved 99.56% of all complaints lodged against the Electricity Company of Ghana (ECG) and Ghana Water Limited (GWL) in the Volta/Oti Region during the first half of 2026, marking its second-highest complaint resolution performance in the past five years.

According to the Commission's 2026 Mid-Year Activities Report, the regional office received a total of 1,835 complaints, of which 1,827 were resolved.

PURC resolves over 98% of utility complaints

Of the total complaints, 1,513 were lodged against ECG, with 1,505 resolved, representing a 99.47% resolution rate. GWL recorded 322 complaints, all of which were resolved, giving it a 100% resolution rate.

The report noted that the strong performance reflects PURC's commitment to consumer protection, complaint resolution, and the effective regulation of utility service providers.

"A total of 1,835 complaints were received against the Electricity Company of Ghana (ECG) and Ghana Water Limited (GWL), with an impressive 99.56% resolution rate, marking the second-highest performance recorded over the past five years," the report stated.

The Commission attributed the increase in complaints over the years to growing public awareness and persistent service delivery challenges, even as resolution rates continued to improve.

Analysis contained in the report showed that quality-of-service issues accounted for the overwhelming majority of complaints, making up 97.55% of all cases received. These included power outages, low voltage, water supply interruptions, and pipe bursts. Billing-related complaints accounted for 1.47%, while metering, customer service, payment, and damaged property complaints made up the remainder.

The report also highlighted a shift towards digital engagement, revealing that 95.21% of complaints were submitted through electronic platforms such as WhatsApp and email, compared with phone calls, walk-ins, and written complaints.

Beyond complaint resolution, PURC undertook extensive monitoring exercises across the region, inspecting 19 district customer service centres, 28 small and medium-scale industries, and engaging residents in 58 communities.

The Commission identified improvements in customer service, meter reading, and billing systems, but noted that electricity outages, voltage fluctuations, estimated billing, and inconsistent water supply remain key concerns for consumers.

As part of its social intervention programme, PURC also drilled and handed over 17 boreholes across four districts in the Volta Region to improve access to potable water for rural communities. The facilities, each equipped with a 10,000-litre water tank and multiple standpipes, are expected to benefit about 10,000 residents.

The Commission said the interventions demonstrate its continued commitment to improving utility service delivery and protecting consumer interests.

"The Commission remains committed to strengthening oversight, improving utility performance, and ensuring that consumers receive reliable, fair, and high-quality utility services," the report concluded.

NA/BAI