The Public Utilities Regulatory Commission (PURC) Volta/Oti Regional Office has achieved its highest complaint resolution rate in five years, successfully addressing 98.6% of utility-related grievances during the first quarter of 2026. This significant performance comes as residents and businesses in the region report a surge in service quality issues from both the Electricity Company of Ghana (ECG) and Ghana Water Limited (GWL).
Context of Rising Complaints and PURC’s Response
The first quarter of 2026 saw 904 complaints lodged against utility providers in the Volta and Oti regions. According to the Volta/Oti Regional Director of PURC, Philip Agbezudor, the Commission’s intensified efforts to protect consumers and ensure prompt responses from utility providers contributed to this achievement.
The reported resolution rate of 98.67% marks the highest performance in the region over the last half-decade. These complaints predominantly stemmed from quality-of-service issues affecting both households and commercial enterprises.
Dominance of Service Reliability Issues
Service reliability challenges constituted the overwhelming majority of consumer concerns, accounting for 98% of all complaints. These included persistent power outages, low voltage, unstable electricity supply, lack of water flow, and pipe bursts.
The Electricity Company of Ghana (ECG) received 735 complaints, with 726 successfully resolved (98.76% resolution rate). Ghana Water Limited (GWL) faced 169 complaints, resolving 166 of them (98.22% resolution rate).
Escalating Complaint Volume and Public Confidence
PURC data indicates a substantial increase in complaints over the past two years, rising from 316 in 2022 to 904 in the first quarter of 2026. This surge is attributed to heightened public awareness of consumer rights and a worsening of service challenges.
Despite the increased volume, PURC has consistently improved its resolution rate, climbing from 89.87% in 2022 to the current 98.67%. Mr. Agbezudor noted that this rise in complaints also signifies growing public confidence in the Commission’s ability to secure redress for consumers.
Digital Transformation in Consumer Engagement
A notable trend highlighted in the report is the shift towards digital platforms for lodging complaints. Over 95% of grievances were submitted via digital channels like WhatsApp and email, with phone-ins accounting for a mere 3.88%. Traditional methods such as walk-ins and written complaints formed a smaller fraction.
PURC views this as a strong indicator of increasing reliance on technology-driven consumer protection systems and advocates for further investment in such platforms.
Operational Challenges and Monitoring Efforts
Beyond complaint resolution, PURC conducted extensive monitoring exercises across various districts and facilities in the Volta and Oti regions. Inspections covered ECG and GWL offices, as well as 28 small and medium-scale enterprises and industrial facilities.
While customer service delivery showed some improvements, PURC identified critical operational challenges facing utility providers, including infrastructure deficits, meter shortages, and logistical constraints. Businesses, in particular, expressed concerns about erratic power supply, voltage fluctuations, and high estimated billing, often relying on generators to maintain operations.
Community Engagement and Pro-Poor Interventions
PURC also engaged directly with 31 communities, interacting with 332 consumers on issues related to billing, customer service, and service reliability. While improvements in mobile payment adoption and billing systems were acknowledged, persistent concerns about power outages and inconsistent water supply remain in several areas.
The Commission highlighted specific interventions, such as the replacement of a faulty meter valued at GH¢1,400 and the installation of a 50kV transformer costing GH¢80,000, which directly improved service delivery.
Expanding Access to Water in Underserved Communities
In a significant pro-poor intervention, PURC drilled and handed over 12 boreholes to communities in the Hohoe Municipality, Ho Central Municipality, and Akatsi South District. These boreholes, equipped with water tanks and distribution systems, are expected to provide safe drinking water to approximately 5,000 residents previously reliant on unsafe sources.
An additional five boreholes are ready for commissioning in the Agortime/Ziope District in the second quarter. These water projects are part of PURC’s broader strategy to enhance access to safe water in deprived communities.
Looking Ahead: Continued Focus on Service Improvement
The first quarter’s performance underscores PURC’s proactive regulatory approach. Moving forward, the Commission is expected to continue its focus on strengthening oversight, addressing operational bottlenecks faced by utility providers, and further leveraging digital tools for enhanced consumer protection. The ongoing infrastructure deficits and the impact of climate change on water resources will likely remain key areas of concern and intervention for PURC and the utility companies in the coming quarters.
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