The Public Utilities Regulatory Commission (PURC) in Ghana's Western and Western North regions resolved 97% of utility-related complaints received during the first half of 2026. The regional offices received 920 complaints between January and June, successfully resolving 889 cases. This information comes from the Commission's Mid-Year Report.
Most complaints came from consumers reporting issues with service providers. Only three cases were initiated by utility companies against consumers. The Electricity Company of Ghana (ECG) was the subject of 890 complaints, accounting for 96.74% of the total. Ghana Water Limited (GWL) received 27 complaints, representing 2.93%.
This resolution rate fits into a broader national effort to improve utility service delivery and consumer protection. Ghana's economy relies on reliable electricity and water infrastructure. Disruptions impact businesses and households, affecting productivity and living standards. The PURC works to balance the interests of consumers and utility providers, ensuring fair pricing and adequate service standards across various sectors.
PURC attributed the few unresolved cases to complex issues. These include broken electricity poles, faulty transformers, and unavailable electricity meters. These problems require more time to fix than simpler complaints. The Commission will continue to strengthen its consumer protection efforts.
A significant increase in complaints occurred in the first half of 2026, up from 499 complaints in the same period of 2025. This rise does not necessarily reflect worsening services. The Commission stated the increase reflects better public awareness and engagement. More consumers now know how to report problems and seek help through proper complaint channels. This indicates success in PURC's outreach programmes.
The PURC reaffirmed its dedication to safeguarding consumer interests. It plans to ensure timely resolution of complaints. The Commission will also work closely with utility service providers and other stakeholders. This collaboration aims to improve the quality, reliability, and accessibility of electricity and water services across the Western and Western North regions. Decision-makers and markets will watch for continued improvement in these key services. Effective complaint resolution builds consumer trust and encourages investment in critical infrastructure.
The Commission will collaborate with utility providers to address new challenges. This ongoing partnership aims to enhance overall service delivery. The high resolution rate is a positive sign for consumer advocacy in Ghana's utility sector. It indicates that established mechanisms are working to address grievances effectively. This contributes to a more stable environment for both consumers and utility businesses.