By Daniel Donkor
The Public Utilities Regulatory Commission (PURC) has called on electricity and water service providers in the Bono Region to accelerate improvements in service delivery and take deliberate steps to restore consumer confidence, cautioning that recent tariff increases will significantly raise public expectations in the year ahead.
Addressing a strategic stakeholder engagement in Sunyani, the Bono Regional Manager of PURC, Mr. Patrick Nana Osei Yaw Antwi, acknowledged the steady progress utility providers have made over the years but stressed that consumers now demand services that are not only reliable, but also transparent and responsive.
“While we acknowledge the improvements recorded year after year, there is still more to be done. Consumers deserve efficient, transparent and responsive services that reflect the cost they pay,” Mr. Antwi said.
Clampdown on ‘Rambo-Style’ Debt Collection
Mr. Antwi issued a firm warning against the use of aggressive and intimidating tactics—popularly described as “rambo-style”—in the recovery of unpaid utility bills. He urged service providers to adopt humane, customer-focused approaches that respect consumer dignity while safeguarding revenue.
He also revealed that PURC is closely monitoring the implementation of the new tariff regime to ensure fairness and value for money.
“With tariffs going up, consumer expectations will also rise. In 2026, utility providers will come under greater pressure to justify these costs with improved service delivery,” he cautioned.
Transparent Communication Central to Trust
The PURC Regional Manager underscored the critical role of timely and transparent communication, particularly during service disruptions, warning that delayed or absent information often fuels speculation and public mistrust.
He praised the Sunyani office of VRA/NEDCo for its proactive public engagement and encouraged other utility providers to adopt similar communication strategies.
“Early and clear communication during service challenges helps manage expectations and strengthens public confidence,” Mr. Antwi emphasized.
PURC Sets 2026 Agenda
The engagement also provided an opportunity to outline PURC’s operational direction for 2026, which will be driven by the theme: “Building Trust through Complaint Resolution and Extensive Stakeholder Relationship.”
Key discussions focused on customer service delivery, meter theft, billing delays, revenue mobilisation strategies, and the importance of sustained media engagement in strengthening accountability between service providers and consumers.
The meeting brought together the Sunyani Area Manager of VRA/NEDCo, Ing. Eugene Addo-Odoi; the Bono Regional Chief Manager of Ghana Water Limited (GWL), Ing. Theophilus T. Collins; senior technical officials from both institutions; and representatives of the media.
Illegal Electricity Meters Under Scrutiny
Responding to concerns over power losses, Ing. Addo-Odoi disclosed that under the SHEP programme, NEDCo identified approximately 5,000 illegal electricity meters across the Bono and Ahafo regions in 2025.
“These illegal connections had a significant impact on our revenue. As part of enforcement efforts, two individuals have already been arrested this month,” he revealed.
He added that the company has begun replacing the illegal meters and plans to conduct four mass revenue mobilisation exercises this year, alongside efforts to enhance customer service and communication.
Water Sector Improvements and Stability
On the water sector, Ing. Collins highlighted notable improvements in billing and payment systems, attributing the gains to the introduction of electronic enrolment platforms, which have simplified bill submission and payment for customers.
He further disclosed that about 1,500 faulty water meters have been identified and earmarked for replacement.
Addressing concerns about the impact of illegal mining on water supply, Ing. Collins assured stakeholders that the situation has been brought under control.
“The challenges posed by illegal mining to our operations have been resolved, and our systems are now stable,” he stated.
Renewed Commitment to Consumers
The engagement concluded with a renewed commitment by PURC and utility providers to strengthen collaboration with stakeholders particularly the media to improve service delivery, enhance complaint resolution mechanisms, and safeguard the interests of consumers across the Bono Region.
