PURC Resolves 98.6% of Utility Complaints in Volta/Oti

The Public Utilities Regulatory Commission (PURC) Volta/Oti Regional Office has set a new record. It resolved 98.6% of utility complaints in the first quarter of 2026. The office handled 892 out of 904 complaints. This is the highest rate in the last five years.

These complaints were filed against the Electricity Company of Ghana (ECG) and Ghana Water Limited (GWL). Consumers reported concerns about the quality of service. Philip Agbezudor, the Volta/Oti Regional Director of PURC, stated that this success shows the commission's commitment. It aims to protect consumers and ensure prompt responses. Service reliability issues, such as power outages and water shortages, made up 98% of all complaints. This shows a growing public awareness of their rights. It also highlights worsening service challenges for homes and businesses.

Ghana's utility sector faces ongoing challenges. Complaints surged from 316 in 2022 to 904 in the first quarter of 2026. Despite this rise, PURC's resolution rate climbed steadily. It went from 89.87% in 2022 to the current 98.67%. This improvement builds consumer confidence in PURC's ability to mediate. The increasing reliance on digital platforms for complaints, like WhatsApp and email, shows a shift. Over 95% of complaints now come through these channels. This indicates a growing dependence on technology for consumer protection.

Philip Agbezudor highlighted the commission's commitment to practical solutions. He stated, "The commission will continue to push for practical solutions that directly improve the lives of consumers in underserved communities." PURC also conducted monitoring exercises. They visited ECG and GWL offices. They also inspected 28 businesses. Businesses reported issues like erratic power supply and high estimated billing. Many businesses use generators to operate reliably. PURC also drilled 12 boreholes for communities lacking safe water.

The surge in complaints and PURC's record resolution rate have implications for utility providers. ECG and GWL must address identified infrastructure deficits. They also face meter shortages and logistical issues. These problems affect service quality and consumer satisfaction. For consumers, the trend signals growing trust in regulatory bodies for redress. For policymakers, it emphasizes the need for continued investment in digital complaint systems and infrastructure upgrades. The long-term impact will depend on sustained efforts to improve service delivery.

PURC's report for the first quarter of 2026 details specific interventions. They replaced a faulty meter valued at GH₵1,400. They installed a 50kV transformer costing GH₵80,000. These actions directly benefited affected consumers. Beyond complaint resolution, PURC's pro-poor water initiative drilled 12 boreholes. These were in Hohoe, Ho Central, and Akatsi South. Each borehole has a 10,000-litre water tank. They will serve about 5,000 residents. These residents previously used unsafe water sources. Mr. Agbezudor called these projects part of a broader strategy. The goal is to improve access to safe drinking water in deprived areas.