Central Region PURC resolves 93% of consumer complaints in Q1 2026

The Public Utilities Regulatory Commission (PURC) Central Regional Office has reported significant progress in managing consumer complaints during the first quarter of 2026, resolving 414 out of 444 complaints received from consumers.

This was highlighted in a statement issued by the regional office on April 9, 2026.

“The Central Regional Office, in the quarter under review, received four hundred and forty-four (444) complaints against utility service providers and consumers, out of which four hundred and fourteen (414), representing 93%, were resolved. The Electricity Company of Ghana received three hundred and fifty-two (352) complaints, representing 80%, while seventy-seven (77), or 17%, were lodged against Ghana Water Limited, and fifteen (15), or 3%, were lodged against consumers themselves,” the statement noted.

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According to PURC, ECG accounted for the majority of complaints, followed by GWL, while a small fraction were lodged against consumers.

Analysis of complaint categories revealed that service quality issues dominated, with 415 complaints, including power outages, low voltage, and poor water supply.

“The majority of complaints come from the field and our WhatsApp platforms, demonstrating the importance of digital engagement initiatives and complaint clinics in empowering consumers to report issues directly,” the statement said.

Data over the past three years shows a steady increase in complaints, rising from 312 in the first quarter of 2024 to 359 in 2025, reaching 444 in 2026.

“The rise in complaints is largely due to proactive outreach initiatives such as ‘PURC in Your Home’ and targeted complaint clinics. These programs have encouraged more consumers to actively report issues and seek timely resolutions,” it added.

The office also monitored four ECG district offices, three GWL offices, and three ECG customer service centers to ensure adherence to PURC benchmark standards for quality customer service.

It further noted that its initiatives have strengthened transparency, trust, and responsiveness within the utility sector.

“Overall, sustained stakeholder engagement and effective complaint management have contributed to improved trust, transparency, and service delivery within the utility sector,” the statement concluded.

JKB/MA

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