The Volta/Oti Regional Office of the Public Utilities Regulatory Commission (PURC) has reported significant progress in its third-quarter activities for 2024, showcasing its commitment to resolving consumer complaints, monitoring utility service providers, and educating the public on consumer rights and responsibilities.

In a press release signed by the Regional Manager, Philip Agbezudor, the office highlighted its comprehensive approach to ensuring that electricity and water consumers in the region receive quality service. The release detailed various activities that demonstrated the office’s success in achieving its regulatory mandate and enhancing consumer satisfaction.

Consumer Complaints Management

A total of 239 complaints were lodged with the regional office in the third quarter of 2024, primarily against the Electricity Company of Ghana (ECG) and the Ghana Water Company Limited (GWCL). Of these, 215 complaints, representing 89.96%, were resolved by the end of the period.

Breaking down the data, ECG faced 211 complaints (88.29% of the total), of which 189 (89.57%) were successfully addressed. GWCL, on the other hand, had 28 complaints (11.71% of the total), resolving 26 (92.86%). While some complaints remain unresolved, they are in various stages of resolution, underscoring the Commission’s dedication to tackling these issues effectively.

The majority of complaints (81.59%) were related to the quality of service supply, reflecting consumer concerns over electricity and water reliability. Billing issues accounted for 12.13%, driven mainly by overbilling and bulk billing errors. Other issues, including metering (2.51%) and unlawful disconnections (2.09%), also featured prominently.

This detailed breakdown of complaints reflects the proactive approach taken by the PURC Volta/Oti office to handle consumer grievances and ensure service providers are held accountable.

Monitoring of Customer Service Centers and District Offices

In line with its mandate to ensure that service providers meet their performance standards, the PURC monitored nine district offices and customer service centres across the region. The offices in Denu, Keta, Akatsi, Sogakope, and Ho (for ECG) and Keta, Sogakope, Ho East, and West (for GWCL) were assessed to ensure they maintained the required service standards.
This monitoring exercise helped to highlight areas where utility companies need to improve and reinforce the PURC’s role as a watchdog protecting consumer interests.

Prepaid Vending Centers Under Scrutiny

The Volta/Oti Regional Office also conducted monitoring of 37 prepaid vending centres, ensuring that vendors adhere to operational standards. These checks are crucial to guaranteeing that consumers purchasing electricity prepaid services are treated fairly and receive accurate billing.

Community Monitoring and Public Education

The PURC’s third-quarter activities extended into communities across the Ho and Hohoe districts. Public education and monitoring programs reached 23 communities, engaging residents to assess the quality of service delivery by ECG and GWCL. These interactions provided vital feedback on meter readings, bill delivery, and customer care—key areas impacting consumer satisfaction.

Through this initiative, the commission was able to gather critical insights directly from consumers, helping to inform future regulatory actions aimed at improving service delivery.

Extensive Public Education Programmes

The Volta/Oti Regional Office’s commitment to consumer education was demonstrated through 45 educational programs conducted in the third quarter. These programs reached over 5,482 consumers, educating them on the roles and responsibilities of service providers, consumer rights under LI 2413, and the complaint resolution process.

The educational campaigns, which were organized in collaboration with ECG and GWCL, extended the reach of the complaints desk to communities, allowing consumers to file complaints with ease. The initiative also included radio and television programs to further amplify the message across the region.

Looking Ahead

The PURC’s Volta/Oti Regional Office remains steadfast in its commitment to maintaining a healthy relationship between consumers and service providers. By balancing the interests of both sides, the commission aims to ensure that utility services are not only reliable but also meet the expectations of the consuming public.

Key Figures:

Total Complaints Filed: 239

Complaints Resolved: 215 (89.96%)

ECG Complaints: 211 (88.29% of total complaints)

GWCL Complaints: 28 (11.71% of total complaints)

Educational Programs Held: 45, reaching 5,482 consumers

The PURC’s third-quarter report highlights its dedication to upholding utility service standards, addressing consumer concerns, and enhancing public understanding of their rights.

As the Commission continues its efforts, it is evident that its role remains critical in ensuring service providers are held accountable and consumers receive the quality service they deserve.