PURC Northern Regional office resolves over 92% of complaints in Q1 2026

The Northern Regional Office of the Public Utilities Regulatory Commission (PURC) has recorded a high-resolution rate in its handling of consumer complaints for the first quarter of 2026.

A total of 218 complaints were received during the period under review, out of which 202 cases – representing 92.66 percent – were successfully resolved.

Utility performance: NEDCo and Ghana Water Limited

The complaints were largely directed at the Northern Electricity Distribution Company (Northern Electricity Distribution Company (NEDCo)) and Ghana Water Limited (Ghana Water Limited).

NEDCo accounted for 197 complaints (90.37 percent), with 187 resolved, translating to a 94.92 percent resolution rate. Ghana Water Limited received 21 complaints (9.63 percent), of which 15 were resolved, representing a comparatively lower resolution rate of 71.43 percent.

Channels of complaint reporting

Analysis of complaint sources showed a strong preference for digital reporting channels. Of the total cases received, electronic submissions accounted for 162 complaints (74 percent), phone-in complaints totalled 46 (21 percent), walk-in complaints stood at 9 (4 percent), written complaints accounted for 1 (0.5 percent), while the Citizens’ Service Centre recorded no complaints.

Nature of complaints

Service quality remained the dominant category of complaints, with a total of 207 cases, followed by billing issues. Quality of service: 207 complaints (199 resolved); billing: 8 complaints (1 resolved); unlawful disconnection: 1 case (not resolved); metering issues: 2 cases (fully resolved).

The data indicates that operational service delivery challenges, rather than administrative or billing disputes, continue to drive the majority of consumer grievances.

Direct versus reported cases

Of the total complaints, 176 were directly lodged while 42 were reported through intermediaries, reflecting a strong tendency for consumers to engage the regulator directly.

For NEDCo, 157 complaints were direct and 40 reported, while Ghana Water Limited recorded 19 direct complaints and 2 reported cases.

Financial adjustments and recoveries

The commission also facilitated financial corrections and recoveries during the period. One customer received a billing adjustment amounting to GH¢35,910.80.

In addition, the office facilitated revenue recovery for NEDCo to the tune of GH¢74,541.01, reflecting ongoing regulatory interventions aimed at ensuring compliance and protecting consumer interests.

Outlook

The PURC Northern Regional Office’s performance for the quarter reflects a relatively strong complaint resolution mechanism, particularly within the electricity sub-sector. However, the comparatively lower resolution rate recorded by Ghana Water Limited suggests room for improvement in water service responsiveness and customer redress systems.

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