The Central Regional Office of the Public Utility Regulatory Commission (PURC) has reported strong performance in handling consumer complaints, resolving the vast majority of cases received in the first quarter of 2026.
According to its latest quarterly report, the Commission successfully resolved 414 out of 444 complaints lodged by consumers and utility service providers, representing a resolution rate of about 93 per cent. The remaining cases are still under investigation.
The report shows that complaints against the Electricity Company of Ghana (ECG) dominated the submissions, accounting for 352 cases, while 77 were filed against the Ghana Water Company Limited (GWL). A further 15 complaints involved disputes raised against consumers.
Service quality issues were identified as the leading concern, with most complaints relating to interruptions in supply, followed by billing disputes, metering challenges, payment issues, unlawful disconnections and reports of damaged property.
Despite the high resolution rate, PURC noted that the total number of complaints increased compared to the same period in 2025 and 2024. The Commission attributed the rise to intensified monitoring activities and expanded consumer engagement initiatives, including complaint clinics and outreach programmes such as “PURC in Your Home.”
As part of its oversight activities, the Central Regional Office conducted inspections of customer service centres, covering four ECG district offices, three GWL district offices and three ECG service centres.
The Commission also organised four complaint clinics in communities including Supredo, Egyaa No. 1, Egyaa No. 2, Egyaa No. 3 in the Mfantseman Municipality, and Odwumase, engaging directly with 118 consumers. During these sessions, 110 informational leaflets were distributed to educate the public on their rights and complaint procedures.
The report described the stakeholder engagement efforts as extensive and effective, noting that they helped improve responsiveness from utility providers and enhanced consumer confidence in the regulatory system.
It further stated that sustained engagement between consumers, regulators and service providers has contributed to greater transparency and gradual improvements in service delivery within the utility sector in the region.
