By: Jones Anlimah
The Public Utilities Regulatory Commission (PURC) in the Volta and Oti Regions has achieved a 99.63 percent resolution rate of utility complaints in its mid-year 2025 report.
Out of 1,353 complaints filed between January and June 2025, the Commission resolved 1,348, with the Electricity Company of Ghana (ECG) accounting for the majority of grievances.
ECG recorded 1,180 complaints, representing 87.21 percent of the total, with a resolution rate of 99.6 percent. Ghana Water Limited (GWL) received 173 complaints, making up 12.79 percent, and successfully resolved all.
Service-related issues dominated, making up 97 percent of all complaints. These included power outages, low voltage, water leaks, and pipe bursts. Billing complaints accounted for 1.63 percent, with consumers continuing to report discrepancies between printed bills and ECG’s Power App.
The report also revealed a shift toward digital engagement, with 92 percent of complaints lodged via WhatsApp and email, showing a move away from traditional walk-ins and phone calls.
The 2025 midyear figure marks the highest in five years, up from 699 in the same period in 2024. The PURC attributes the increase to intensified public education and deteriorating service reliability from utility providers.
As part of its regulatory efforts, the PURC monitored service quality in 38 communities and 22 small and medium-scale enterprises (SMEs). Additionally, 31 prepaid vending centers in Ho and Hohoe were audited for compliance.
The Commission also intensified its consumer education, reaching 6,242 individuals through 88 outreach programs. These included campaigns on consumer rights, complaint procedures, and infrastructure protection. The “Save ECG Poles” initiative was among the key campaigns aimed at reducing damage to utility poles caused by bushfires.
In an engagement with the media in Ho, PURC Regional Manager for Volta/Oti, Mr. Philip Agbezudor, said the figures demonstrate the Commission’s effectiveness. “Our resolution rate reflects PURC’s commitment to holding utilities accountable,” he said. “We urge consumers to keep reporting issues—especially via digital channels—as we ramp up monitoring.”
According to the PURC there are plans to introduce real-time complaint tracking systems and implement tougher sanctions for utilities that fail to meet standards in the second half of 2025.
