The Public Utilities Regulatory Commission (PURC) says it resolved 99.56% of all utility complaints received in the Volta and Oti regions during the first half of 2026, while expan
The report indicates that the Public Utilities Regulatory Commission (PURC) says it resolved 99.56% of all utility complaints received in the Volta and Oti regions during the first half of 2026, while expanding access to safe drinking water through the completion of 17 mechanised boreholes in underserved communities.
It further notes that according to the Commission’s Midyear Report released by its Volta/Oti Regional Office, 1,827 out of 1,835 complaints lodged against the Electricity Company of Ghana (ECG) and Ghana Water Limited (GWL) were successfully resolved, representing the second-highest complaint resolution rate recorded in the region over the past five years.
The report also highlights extensive regulatory inspections of utility providers, customer service centres, businesses and communities as part of efforts to improve service delivery and consumer protection.
ECG accounted for the bulk of complaints, receiving 1,513 cases, of which 1,505 were resolved, representing a 99.47% resolution rate. Ghana Water Limited recorded 322 complaints and resolved all of them, achieving a 100% resolution rate.
PURC attributed the growing number of complaints not only to service challenges but also to increased public awareness of consumers’ rights and greater confidence in its complaint resolution mechanisms.
Data in the report show complaints increased from 580 in 2022 to 1,835 in 2026, while the resolution rate improved steadily from 91.38% in 2022 to 99.56% this year.
The Commission stated the improvement reflects stronger regulatory oversight and enhanced collaboration with utility service providers.
The report also points to a significant shift in how consumers engage with the Commission.
Electronic platforms such as WhatsApp and email accounted for more than 95% of all complaints received during the review period. Phone calls accounted for 3.76%, while walk-in complaints, field reports, and written submissions represented only a small proportion.
PURC stated it would continue strengthening its digital complaint management systems to improve accessibility and efficiency.
Service quality remained the dominant concern among consumers.
Of the 1,835 complaints received, 1,790, representing 97.55%, related to issues such as power outages, low voltage, unstable electricity supply, water supply interruptions and burst pipelines.
Billing-related complaints accounted for just 1.47%, while metering, customer service, payment issues, damaged property, and other concerns made up less than 1%.
The Commission noted that 97.22% of ECG complaints were linked to electricity supply quality, while 99.07% of complaints against Ghana Water Limited related to water supply interruptions and burst pipelines.
