By Daniel Donkor
The Bono Regional Office of the Public Utilities Regulatory Authority (PURC) has recorded a remarkable achievement in utility regulation and consumer protection, resolving 99.92 per cent of all complaints received in 2025 from customers and utility service providers across it operational area.
According to the Commission, a total of 1,197 complaints were lodged during the year under review. Of these, 1,102 cases were filed against the Northern Electricity Distribution Company Limited (NEDCo), 93 were against Ghana Water Limited (GWL), while two complaints involved customers.
The PURC said its interventions resulted in billing and service adjustments amounting to GH¢170,186.96 in favour of customers, underscoring the Commission’s mandate to safeguard consumer rights and ensure fairness in utility service delivery.
In the same period, the regional office also facilitated payments totalling GH¢1,008,205.48 on behalf of NEDCo, following the resolution of verified cases, reflecting a balanced regulatory approach that protects consumers while ensuring operational sustainability for service providers.
Beyond complaint resolution, the Commission intensified public sensitisation efforts. By the end of the last quarter of 2025, the regional office had conducted 80 public education programmes, aimed at deepening public understanding of utility regulations, consumer rights, and responsibilities.
Through PURC’s Self-Help Electrification Project (SHEP) interventions, NEDCo was able to capture 2,626 previously uncaptured consumers, generating a total revenue of GH¢63,747. The initiative, the Commission noted, has helped regularise electricity connections while improving revenue mobilisation.
Significant improvements were also recorded in power supply stability across the region. The PURC reported eight transformer upgrades, representing 29 transformer injections, as well as the replacement of 211 faulty electricity poles, contributing to improved quality of service for consumers.
On the regulatory front, the Commission said its strict enforcement of LI 2413 and other regulatory standards has ensured greater compliance among utility service providers, particularly in meeting quality-of-service benchmarks. These measures, according to the PURC, have enhanced accountability, improved service delivery, and strengthened consumer protection.
“The Commission’s regulatory and compliance activities over the last quarter of 2025 have helped to build a stronger compliance culture among utilities while reinforcing public confidence in the regulatory system,” the PURC stated.
As the year ends, the Authority reaffirmed its commitment to protecting consumers and working collaboratively with utility providers to ensure reliable, efficient and accountable service delivery across the Bono and Ahafo regions.
