The Public Utilities Regulatory Commission (PURC) in the Eastern Region has made significant progress in resolving consumer complaints, addressing 95 per cent of the cases received during the first half of 2025.
According to its mid-year report, the Eastern Regional office of the PURC received a total of 863 complaints, out of which 816 were successfully resolved.
Of the total complaints, 753 were lodged against the Electricity Company of Ghana (ECG), with 711 resolved, while 110 complaints were made against Ghana Water Limited (GWL), of which 105 were resolved.
Speaking to The Ghanaian Times on Friday, the Eastern Regional Manager of the PURC, Ms Kesewaa Apenteng-Addo, said that most of the complaints were related to service quality. These included issues such as no water flow, pipe bursts, phase-offs, leakages, and power outages.
“Such complaints were immediately relayed to the respective utility companies for redress. Apart from a few that exceeded 24 hours, the regional office ensured prompt resolution once they were reported,” she stated.
Ms Apenteng-Addo noted that utility companies have been advised to adopt preventive measures to minimise service disruptions and improve customer satisfaction.
Commenting on unresolved cases, she explained that the few outstanding complaints were technical in nature and required additional time to resolve. However, the utility companies involved have initiated steps and communicated timelines for their resolution, she said.
She said beyond complaint resolution, the PURC office engaged in community outreach to raise awareness about customer rights, the Commission’s mandate, and complaint procedures.
A total of 36 public engagements were conducted, reaching 6,674 individuals and directly resolving 35 complaints during these activities, she revealed.
As part of its interventions, the PURC also facilitated the replacement of five utility poles worth GH¢24,603.88, credit adjustments totalling GH¢16,603.36, and the replacement of two transformers valued at GH¢62,356.89 in various parts of the region.
FROM AMA TEKYIWAA AMPADU AGYEMAN, KOFORIDUA