PURC Western and Western North regions achieves 96.12% complaint resolution rate in Q1 2026

Juliet Aguiar DUGBARTEY, Takoradi

The Public Utilities Regulatory Commission (PURC) Western and Western North Regional Office has reported a strong performance in addressing consumer concerns during the first quarter of 2026, achieving an impressive complaint resolution rate of 96.12%.

In the period ending March 31, 2026, the regional office received a total of 439 complaints. The report indicates that the majority of these complaints were filed against utility service providers, with only a small fraction initiated by the utilities themselves against consumers.

Out of the total number recorded, 422 complaints were successfully resolved within the quarter, reflecting what has been described as a high level of responsiveness and operational efficiency by the Commission. This performance highlights the Commission’s continued commitment to consumer protection and effective service regulation across the two regions.

Providing a further breakdown, the Commission disclosed to the B&FT that the Electricity Company of Ghana (ECG) accounted for the overwhelming majority of complaints. A total of 419 complaints, representing 95.44%, were lodged against ECG.

Meanwhile, the Ghana Water Limited (GWL) recorded 17 complaints, making up 3.87% of the total. In addition, three complaints were filed by utility service providers against consumers during the same period.

Sources of complaints

The Commission recorded various complaint channels utilized by electricity and water consumers during the quarter, largely driven by sustained public education and community engagement programmes.

WhatsApp remained the predominant channel for lodging complaints, recording 380 complaints and accounting for 86.56% of the total complaints received. This trend underscores the increasing preference among consumers for digital communication platforms in engaging with the Commission.

Phone-in calls constituted the second most utilized channel, representing 8.43% of total complaints, followed by written correspondence at 3.19%. Consumer Service Committee referrals and walk-in visits accounted for the least utilized channels, recording 1.14% and 0.68% respectively. The data reflects a clear shift toward more convenient and technology-driven modes of communication.

Complaints category
Analysis of complaint categories revealed that Quality of Service issues dominated, with 403 complaints recorded. This was followed by Billing-related concerns, Unlawful Disconnection, Metering, Damage Property, and Consumer Service Delivery issues respectively. The prominence of service quality complaints indicates the need for continued improvements in reliability and customer experience by utility providers.

Data over the past three years shows a fluctuating trend in complaint volumes. Complaints reduced from 421 in the first quarter of 2024 to 233 in the first quarter of 2025, before rising significantly to 439 in the first quarter of 2026.

The increase has been partly attributed to enhanced public awareness and improved access to complaint channels.

Industrial and SMEs monitoring
Also, the Western Regional Office embarked on a first-quarter monitoring exercise covering 11 SMEs. The initiative aimed to evaluate the standard of service delivered to selected establishments by the ECG and GWL. The monitoring exercise targeted wood processing companies, hospitality facilities, and sachet water production enterprises.

This effort forms part of the Commission’s broader mandate to ensure that critical sectors of the economy receive reliable and efficient utility services.

Community monitoring
The Commission, as part of its regulatory mandate, carried out community monitoring exercises in10 selected communities to ensure the delivery of high-quality utility services.

These exercises provided an opportunity for direct engagement with consumers, enabling the Commission to better understand the challenges faced by residents and to respond with appropriate interventions. Some of the communities visited include; Dokresu, Anakum, Obeng, Amuni, Koduakrom, Yirase, Gonukrom, Essuehyia, Agyadum as well as Bodiekrom

Monitoring of utility district offices
During the quarter under review, the Commission undertook a monitoring exercise covering district offices of regulated utilities in the regions. This exercise covered six ECG district offices and four GWL district offices.

The aim was to assess the extent to which utility service providers adhere to required performance benchmarks and operate in accordance with the Commission’s regulatory guidelines. The findings are expected to inform future regulatory actions and service improvement measures.

Public education
The regional office intensified its use of mass media platforms to engage stakeholders, enabling the Commission to reach a vast majority of consumers across the two regions.

The media has contributed significantly to increased awareness of complaint procedures and improved complaint management and resolution. Public education remains a key pillar in empowering consumers to demand better services and to seek redress when necessary.

The Commission reaffirmed its commitment to sustaining and improving service delivery standards through continued collaboration with key stakeholders. It emphasized the need to address emerging challenges, particularly those affecting the quality of services, in order to enhance trust, transparency, and accountability within the sector.

Looking ahead, the Commission assured that measures would be intensified to ensure that all complaints are handled efficiently and fairly, with the ultimate goal of improving utility service delivery across the Western and Western North Regions.

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