PURC E/R Office holds workshop on consumer issues, enforcement processes
The Eastern Regional Office of the Public Utilities Regulatory Commission (PURC) has organised a day’s workshop on consumer issues and enforcement processes aimed at addressing the growing frustrations of utility consumers.
The programme, held in Koforidua last week under the leadership of the Legal Directorate, was also aimed at strengthening regulatory compliance within the utility sector, particularly among the Electricity Company of Ghana Ltd (ECG) and Ghana Water Limited (GWL) in the Eastern Region.
The Director of the Water Services and Performance Monitoring Directorate, Mr Emmanuel Nartey Wayo Fiati, in his opening remarks, said compliance with PURC’s L.I. 2413 by the utility companies would strengthen collaboration and build trust among the PURC, ECG, GWL, the Ghana National Fire Service (GNFS), and utility consumers.
He emphasised that the workshop was intended to serve as a platform for addressing issues observed by the commission during its monitoring exercises involving consumers and utility service providers.
Mr Fiati said the discussions focused on the Public Utilities Regulatory Commission (Consumer Service) Regulations, 2020 (L.I. 2413), highlighting consumer rights, utility obligations, new service connections, metering-related issues, and the urgent need to rebuild trust between utility service providers and the public through intensive educational campaigns.
He said the utility companies were urged to prioritise improved customer service delivery.
“The commission entreated the GNFS to ensure that all reports on properties damaged through fire outbreaks were detailed enough to facilitate assessment and analysis during the resolution of complaints,” Mr Fiati stated.
He encouraged utility service providers to monitor their electrical lines, resolve complaints promptly to prevent escalation to the head office, and bridge the credibility gap between consumers and service providers.
Mr Fiati said illegal connections affecting revenue, meter theft increasing operational costs, right-of-way (bush-clearing) disputes delaying infrastructure projects, and Self-Help Electrification Project (SHEP) meters interfering with power supply were some of the challenges facing utility service providers.
He also said assaults on staff by consumers, power outages, billing system challenges, and unpaid debts left behind by former tenants remained major challenges confronting utility service providers.
Mr Fiati stated that inadequate fire hydrants and poor maintenance of hydrants were among the challenges facing the GNFS.
Moreover, he indicated that the discussions during the workshop were practical and solution-oriented, with the utility providers pledging quicker complaint resolution systems, stronger public education campaigns, and customer service training to improve transparency and accountability.
Mr Fiati added that the PURC reaffirmed its commitment to enforcing consumer protection and regulatory compliance within the utility sector in the Eastern Region.
BY TIMES REPORTER
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