The Western and Western North Directorates of the Public Utilities Regulatory Commission (PURC) have recorded a significant improvement in resolving consumer grievances, settling 97 per cent of complaints received during the first half of 2026.
The Commission handled a total of 920 complaints from consumers and utility service providers between January and June, with 889 cases successfully resolved through mediation and amicable settlements within the stipulated period.
The figure represents a sharp rise in consumer engagement compared to the same period in 2025, when the Directorate received 499 complaints.
Madam Joyceline Hudson, Manager for the Western and Western North Regions, attributed the increase in complaints to improved public awareness and the Commission’s intensified outreach programmes aimed at educating consumers on their rights and available channels for redress.
She said the increased reporting reflected growing confidence among consumers in the PURC’s complaint resolution mechanisms.
“More consumers are now aware of where and how to seek assistance when they encounter challenges with utility service delivery,” she said in a statement copied to the Ghana News Agency.
The Electricity Company of Ghana (ECG) accounted for the overwhelming majority of complaints, with 890 cases representing 96.74 per cent of all complaints received.
The Ghana Water Company Limited (GWCL) recorded 27 complaints, representing 2.93 per cent, while three complaints were filed by utility providers against consumers.
According to the PURC, the outstanding complaints largely involved infrastructure and service delivery challenges, including broken electricity poles, faulty transformers and delays in the provision of meters.
Madam Hudson said the Commission remained committed to ensuring that consumers received quality utility services and that disputes between customers and providers were addressed promptly.
She explained that the Directorate would continue strengthening collaboration with ECG, Ghana Water and other stakeholders to tackle recurring service challenges and improve reliability within the utility sector.
The Regional Manager encouraged consumers to continue reporting service-related concerns, assuring them that the Commission would maintain its role as an independent platform for resolving disputes between utility providers and their customers.
She said the progress achieved in the first half of the year demonstrated PURC’s commitment to protecting consumer interests while promoting improved standards in utility service delivery across the Western regions.
