By Jones Anlimah
The Public Utilities Regulatory Commission (PURC) in the Volta Region has recorded a complaint resolution rate of more than 98 per cent in the first quarter of 2026, underscoring significant gains in consumer protection and utility service regulation.
A first-quarter performance report released by the Commission shows that out of 904 complaints received from consumers of the Electricity Company of Ghana (ECG) and Ghana Water Limited (GWL), 892 were successfully resolved, representing a resolution rate of 98.67 per cent.
Of the total complaints, ECG accounted for 735, out of which 726 were resolved, translating into a 98.78 per cent resolution rate. Ghana Water Limited received 169 complaints and resolved 166, representing 98.22 per cent.
The report indicates that complaints related to quality of service remained the dominant concern among consumers, accounting for 98 per cent of all cases lodged. These largely involved issues such as power outages, low voltage, unreliable water flow, and intermittent supply.
Other complaints were related to billing, metering, payment, customer service, and unlawful disconnections, although these constituted only a marginal proportion of the total complaints received during the period.
A five-year trend analysis from 2022 to 2026 shows steady improvement in complaint resolution across the region. Resolution rates increased from 89.87 per cent in 2022 to 98.67 per cent in 2026, the highest recorded over the period.
The Commission attributes this performance to intensified consumer engagement, enhanced digital complaint channels, and strengthened regulatory oversight. Electronic platforms, including WhatsApp and email, emerged as the preferred channels for lodging complaints, accounting for more than 95 per cent of all submissions.
As part of its monitoring and enforcement mandate, the PURC undertook extensive field activities during the quarter. These included visits to 31 communities, engagement with 332 consumers, and inspections of 28 industrial and SME facilities across the region.
The Commission also monitored nine district customer service centres operated by ECG and GWL. While accessibility to these offices was generally satisfactory, challenges such as office space limitations, meter shortages, and logistical constraints were identified.
In addition, the PURC implemented targeted interventions to improve service delivery. These included the replacement of a faulty meter at Ho-Tritinu and the installation of a 50-kilovolt-ampere transformer at Adzorkope to enhance electricity supply.
Under its pro-poor water initiative, the Commission handed over 12 mechanised boreholes to rural communities in three districts, namely Hohoe Municipality, Ketu North Municipality, and Akatsi South District. The facilities are expected to provide safe drinking water to thousands of residents.
The PURC says the achievements recorded in the first quarter reflect its commitment to ensuring efficient, reliable, and consumer-focused utility services in the Volta Region.
It has therefore pledged to deepen consumer education, strengthen oversight, and work closely with utility providers to address persistent challenges in electricity and water service delivery in the region.
