Report by Daniel Donkor
The Bono Regional Office of the Public Utilities Regulatory Commission (PURC) has delivered a standout performance in the first quarter of 2026, resolving an impressive 97 per cent of all complaints received, an achievement that reinforces its mandate to protect consumers and ensure fairness in utility service delivery.
According to the Commission, a total of 328 complaints were recorded during the period under review. Of these, 292 cases were lodged against the Northern Electricity Distribution Company Limited (NEDCo), while 34 were filed against the Ghana Water Limited (GWL). Two complaints involved disputes among consumers.
The data further shows that 287 of the complaints were direct submissions, with 41 referred cases completing the total count. In terms of categories, quality of service dominated overwhelmingly with 283 complaints, followed by billing issues (31), payment concerns (6), metering challenges (4), and isolated cases involving damaged property and other matters.
Digital Shift in Complaint Reporting
A notable trend in the Commission’s operations is the growing reliance on digital platforms. WhatsApp alone accounted for 229 complaints, making it the leading channel for consumer engagement. Other sources included field reports (57), phone calls (26), walk-ins (12), and written submissions (4), reflecting a multi-channel approach to accessibility.
Financial Interventions Deliver Relief and Balance
PURC’s interventions translated into tangible financial outcomes. The Commission facilitated service adjustments amounting to GH¢7,061.56 in favour of complainants, reaffirming its commitment to consumer protection.
At the same time, it recovered GH¢9,077.75 on behalf of Ghana Water Limited from validated claims, an outcome the Commission describes as a balanced regulatory approach, that safeguards consumer interests while supporting the operational viability of service providers.
Public Education Expands Reach and Impact
Beyond complaint resolution, the Commission intensified its public education drive through radio engagements, community outreach, and social media campaigns.
In the first quarter alone, the Bono Regional Office organised 24 public education programmes, engaging a total of 2,073 consumers and distributing 1,065 informational flyers. These engagements also generated 90 complaints, all of which have since been fully resolved.
The impact has been both immediate and lasting. Key interventions included the replacement of 30 deteriorated electricity poles and the installation of a transformer in Kyeremasu, addressing years of persistent low-voltage challenges in the community.
“These outreach programmes are not only about awareness; they are catalysts for real change in service delivery,” the Commission noted.
SHEP Communities Expose Deep-Seated Challenges
As part of its monitoring activities, PURC undertook targeted public education exercises in selected Self-Help Electrification Programme (SHEP) communities, including Kwasibuorkrom, Jenjemreja, Mmremano, Asare, Akwamu, and Mpeasem, between March 16 and 20.
The exercise revealed systemic challenges affecting service delivery, including poor power quality, non-delivery of bills, wrongful billing, defective meters, and widespread misinformation about payment obligations. A major concern identified was the growing prevalence of illegal electricity connections.
Many residents, having initially benefited from free infrastructure under SHEP, expressed reluctance to pay for new connections or electricity consumption. This has led to unsafe interconnections, substandard wiring, and transformer overloads—factors that significantly contribute to unstable power supplies.
Some consumers also indicated they had been misled about the cost of electricity. The perception that electricity in these communities was free, the Commission described as “deeply problematic.”
Correcting Misconceptions, Strengthening Compliance
PURC used the engagements to clarify that electricity consumption must be paid for, regardless of the public ownership of NEDCo. The Commission also identified numerous “uncaptured” meters—illegally acquired devices not registered in NEDCo’s system—and forwarded them for regularisation.
Additionally, the Commission highlighted operational gaps within NEDCo, including delays in bill delivery, inadequate staffing, and limited customer engagement capacity. These challenges, it noted, continue to affect revenue mobilisation, fault response times, and overall service efficiency.
Empowering Consumers Through Technology
In a further push toward transparency and consumer empowerment, PURC introduced its Tariff Reckoner and Electricity Consumption Estimator App during an engagement with staff of the Ghana Revenue Authority in Sunyani.
The interactive session equipped participants with practical tools to better understand tariff structures, accurately estimate electricity costs, and manage consumption more efficiently.
A Forward-Looking Commitment
In total, 360 consumers were directly engaged during the SHEP outreach, with 47 additional complaints ranging from overbilling to faulty meters and low voltage identified for resolution.
The Bono Regional Office maintains that its dual focus on effective complaint resolution and proactive public education is key to transforming utility service delivery.
With a 97 per cent resolution rate and a growing footprint in community engagement, PURC’s performance in the first quarter of 2026 signals a strong commitment to accountability, transparency, and sustainable utility regulation in the Bono Region.
