PURC Volta/Oti resolves 99% of complaints

By Ernest Bako WUBONTO

The Public Utilities Regulatory Commission’s (PURC) Volta/Oti regional office achieved a 98.67 percent complaint resolution rate in the first quarter of 2026 – the highest performance recorded in the last half-decade, amid a sharp surge in consumer grievances against utility providers.

Of 904 complaints lodged against the Electricity Company of Ghana (ECG) and Ghana Water Limited (GWL) between January and March, 892 were resolved according to the Commission’s first quarter report.

ECG accounted for 735 of the complaints with 726 resolved, representing a 98.76 percent resolution rate, while GWL recorded 169 complaints and resolved 166 at a 98.22 percent rate.

The figures mark a dramatic upward trajectory in both complaint volumes and institutional responsiveness.

In 2022, the office handled 316 complaints with an 89.87 percent resolution rate. By 2025, complaints had more than doubled to 769 with a 96.23 percent resolution rate, before climbing further to the current peak.

Quality of service complaints

Quality of service supply dominated the complaints landscape, constituting 98 percent of all cases lodged. For ECG, 717 out of 735 complaints concerned service reliability issues, including power outages and low voltage.

All 169 complaints against GWL pertained to water supply disruptions, including no flow and burst pipes. Billing disputes accounted for a marginal 0.88 percent of grievances while metering, payment and unlawful disconnection issues each represented less than one percent.

The Commission’s Complaints Resolution Satisfaction Index scored GWL at 92 percent satisfaction and ECG at 91 percent, indicating high consumer approval of the resolution process.

A decisive digital shift in consumer engagement was observed, with electronic platforms including WhatsApp and email accounting for 95.02 percent of all complaints received. Phone-ins constituted 3.88 percent while walk-ins, written complaints and field contacts collectively accounted for just over one percent, underscoring the Commission’s reliance on ICT-based complaint management systems.

Tangible regulatory interventions during the quarter included the replacement of a faulty meter at Ho Titrinu valued at GH₵1,400 and installation of a 50kVA transformer at Mafi Adzorgekope at a cost of GH₵80,000, both arising directly from consumer complaints.

The Commission’s monitoring programmes covered nine district customer service centres, 28 small- and medium-scale enterprises and industrial facilities and 31 communities engaging 332 consumers.

Findings from district monitoring revealed generally accessible offices hamstrung by infrastructure deficits, meter shortages and logistical constraints.

Industrial monitoring uncovered persistent concerns over high and estimated billing, voltage fluctuations and heavy reliance on generators, while community engagements reported improved billing systems and mobile payment adoption despite ongoing service reliability challenges.

On the social intervention front, PURC handed over 12 borehole facilities to communities across three districts in the region.

The Hohoe municipality received four installations at Wli Agorviefe, Fodome Dzogbega, Klokpo and Boodocks.

Ho Central municipality benefitted from four boreholes at Tanyigbe Anyigbe, Avee Gbogame, Avee Kpefe and Avee Tokor, while Akatsi South district took delivery of four facilities at Wute Wugate, Live Manyokope, Bata Basic School and Kovenu.

Each borehole is equipped with a 10,000-litre water tank, two overhead standpipes and two ground pipes, designed to serve an estimated 5,000 residents who have historically depended on unsafe water sources.

An additional five boreholes in the Agortime-Ziope district have been completed and are scheduled for handover in the second quarter.

The Commission stated its commitment to strengthening regulatory oversight, improving utility performance and ensuring consumers receive reliable and quality services across the Volta and Oti Regions.

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