PURC clears 98.2% of consumer complaints in Eastern Region

The Eastern Regional Office of the Public Utilities Regulatory Commission (PURC) has resolved 803 out of 818 complaints received from consumers in the first half of the year, representing a 98.2 per cent resolution rate.

The complaints, which were mainly directed at the Electricity Company of Ghana (ECG) and Ghana Water Limited (GWL), involved concerns such as poor service delivery, billing challenges, metering issues, payment disputes, disconnections and customer relations.

Speaking in an interview with The Ghanaian Times, Eastern Regional Manager of PURC, Kesewaa Appenteng-Addo, said ECG accounted for the majority of the complaints with 716 cases, representing 87.5 per cent of the total submissions.

GWL recorded 89 complaints, making up 10.9 per cent, while the remaining 13 complaints were filed by utility providers against consumers.

She explained that service quality concerns formed the largest category of complaints, accounting for 84.8 per cent of all cases handled during the period.

The major issues reported by consumers included frequent power outages, unstable voltage, phase-offs, interruptions in water supply, burst pipes and leakages.

Through PURC’s intervention, ECG and GWL were able to recover GH¢21,294.64 in unpaid utility bills from five customers.

The Commission also supported improvements in electricity infrastructure by facilitating the replacement of seven electricity poles and two transformers, valued at GH¢229,139.45, to enhance service reliability.

Appenteng-Addo added that PURC helped restore water supply to residents of Agavenya in the Lower Manya Krobo Municipality after a prolonged interruption caused by road construction activities.

She noted that the Commission conducted monitoring exercises in 45 communities and 40 small and medium-sized enterprises (SMEs) across several districts, including Akim Oda, Kade, Akwatia, Mpraeso, Nkawkaw, Kibi, New Abirem, Akim Tafo and Asamankese.

To improve consumer access to its services, PURC organised nine complaint clinics in communities such as Suhum New Town, Adarkwah, Potroase and Christian Village. The clinics attracted 399 participants and generated 60 complaints.

According to the Regional Manager, key concerns raised during the engagements included estimated billing, failure to deliver bills and persistent phase-offs.

She further disclosed that PURC’s Consumer Service Committees in Donkorkrom and Maame Krobo carried out public education campaigns and complaint clinics in 12 communities, engaging 382 residents and receiving 28 complaints.

Prince Antwi

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