The Western Regional Office of the Public Utilities Regulatory Commission recorded a total of 439 consumer complaints against utility service providers during the first quarter of 2026, resolving 422 cases, representing a 96.12 per cent resolution rate.
According to the Commission, the unresolved cases are still under active follow-up and engagement with the respective utility providers.
Public Relations Officer for the Western Regional Office of the PURC, Eric Awuku, disclosed the figures to ConnectNews, indicating that the complaints covered electricity and water service delivery challenges, including electrical face-offs, prepaid metering discrepancies, low voltage incidents and recurring pipeline bursts.
He explained that the bulk of the petitions lodged with the Commission were against the Electricity Company of Ghana, while a smaller number involved the Ghana Water Company Limited. “Out of the 439 complaints received within the quarter under review, 419 were against ECG while 17 were against Ghana Water Company Limited,” he stated.
Mr. Awuku attributed the volume of complaints captured within the period to the Commission’s strengthened consumer engagement and complaints management mechanisms. “In the first quarter last year, the figure was 233.”
He said the PURC had established WhatsApp-based complaint reporting platforms involving assembly members across the Western and Western North Regions to facilitate prompt escalation and monitoring of consumer concerns.
“What we have done is that we have set up WhatsApp groups for assembly members within the Western and Western North Regions. Through these platforms, complaints are monitored continuously and relayed promptly to the appropriate utility service providers for redress,” he explained.
According to him, more than 90 per cent of the complaints recorded during the quarter were received through the digital reporting channels, which have improved accessibility and responsiveness within the Commission’s consumer protection framework.
Mr. Awuku further advised utility consumers to first report service disruptions directly to the relevant utility provider before escalating matters to the PURC.
“In most instances, when the Commission contacts the utility provider, the response is that the issue had not been officially reported to them. Once notified, they proceed to address the situation. Consumers should therefore first contact the service provider before petitioning PURC, although the Commission remains available to assist at all times,” he said.
By Eric Yaw Adjei
