The Volta/Oti Regional Office of the Public Utilities Regulatory Commission (PURC) has demonstrated an impressive commitment to consumer protection and utility service regulation, resolving 99.63% of all complaints received in the first half of 2025.
According to a comprehensive mid-year report, a total of 1,353 complaints were lodged against the two major utility service providers in the region – the Electricity Company of Ghana (ECG) and Ghana Water Limited (GWL). Of this figure, 1,348 were resolved, reflecting a significant improvement in service responsiveness and consumer satisfaction.
The report reveals that ECG received the bulk of the complaints – 1,180 cases (87.21%), primarily related to power outages, voltage fluctuations, and billing issues. Out of these, 1,175 complaints were resolved, representing 99.60%. GWL, on the other hand, was the subject of 173 complaints (12.79%), all of which were fully resolved – a perfect 100% resolution rate.
The majority of grievances were related to the quality of service supply, which accounted for 97.26% of total complaints. These included frequent power outages, low voltage, coloured water, no flow, and leakages. Billing concerns followed at 1.63%, with issues ranging from over-billing to discrepancies between physical bills and the ECG PowerApp.
A notable trend observed was the increased use of digital platforms for complaint lodging. The PURC report noted that 92% of complaints were received through electronic means, such as WhatsApp and Email, underscoring the growing reliance on tech-enabled consumer engagement.
The 2025 mid-year complaint figures represent the highest number of complaints received and resolved within the past five years in the region. The rise is attributed to both increased public awareness through education campaigns and persistent issues with utility service delivery.
The Commission intensified its consumer education campaign, reaching 6,242 people through 88 engagements across 67 communities, including radio sessions, school visits, and community durbars. These efforts aimed to educate the public on their rights, PURC’s complaint procedures, and Legislative Instrument (LI) 2413.
Speaking on the report, Mr. Philip Agbezudor, the PURC Volta/Oti Regional Manager, attributed the Commission’s achievements to a combination of proactive monitoring, effective stakeholder engagement, and the dedication of the regional staff.
“Our team has worked diligently to resolve complaints swiftly while building public trust through education and field presence. We remain committed to protecting the rights of consumers and improving utility service delivery across the Volta and Oti Regions,” he stated.
The PURC Volta/Oti Office also continued its “Save ECG Poles and Installations” campaign, aimed at curbing the destruction of electricity poles caused by bushfires, particularly in nomadic herdsmen-prone areas.
Community engagements were held in Fodome, Jasikan, Hohoe, Gbledi, Adaklu, Mafi, Kpando, and Dzolokpuita.
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