Bono PURC receives 800 complaints in 6 months
The Bono Regional Office of the Public Utilities Regulatory Commission (PURC) received more than 800 complaints against utility companies and consumers in the mid-year, the Regional Manager of the PURC, Patrick Nana Osei Yaw Antwi, has disclosed.
He explained that of the figure, the commission had facilitated the resolution of 722 complaints, accounting for 96.5 per cent of the complaints logged from January to June this year.
Mr Antwi said the commission was resolving the rest of the complaints to satisfy both parties.
Complaints
He told the Daily Graphic that the complaints included poor service delivery, billing issues, metering inaccuracies, illegal connections and unlawful disconnections of customers.
Mr Antwi emphasised that most complaints were made against the Northern Electricity Distribution Company (NEDCo) and the Ghana Water Company Ltd (GWCL).
He said the common complaints made by the two main utility companies against customers were also illegal connections and non-payment of bills.
He appealed to the public to ensure timely payment of their bills, stop illegal connections and damage to utility equipment or installations to prevent service disruptions.
Mr Antwi urged customers to always report to the commission for resolution whenever the need arises.
Regarding revenue recoveries, Mr Antwi disclosed that so far, the office has facilitated an adjustment and recovery of GH₵43,282 for customers in the region.
He explained that the commission had also intervened to recover debts worth GH₵85,000 from consumers for utility companies in the middle of the year.
Quality service
Mr Antwi called on utility companies in the region to enhance the quality of service they provide to consumers.
"I urge the utility companies to improve customer services and engage them at the right time to avoid speculations and agitations," he said.
Mr Antwi said the PURC prioritised and was committed to resolving all complaints made to the commission to ensure that service providers delivered quality and reliable services, while consumers played their necessary roles.
Mr Antwi said the office had strengthened its public education efforts for students on the activities of PURC, the role of utility companies and customer responsibilities to prevent unnecessary conflicts.
He explained that the office had facilitated the replacement of 119 faulty electricity poles and meters in the region, which improved the quality of services delivered in the affected communities.
Mr Antwi praised the utilities for their cooperation and prompt intervention in resolving complaints raised by the commission and the customers.
Education programmes
He said the commission had rolled out several education programmes to educate the general public on the various reporting avenues and enhance service delivery.
Mr Antwi mentioned regulatory relevance, enhancing education on metering and billing, and power assessment tours as the office rolled out some educational programmes.
He said the PURC instituted the programmes, particularly metering and billing education, because it continued to receive the sector’s complaints on a daily basis.
Mr Antwi said the education was conducted in churches, mosques, and other social events to help resolve the recurring billing issues between customers and utility providers.
He said the PURC had also launched "Water Quarter" in the third quarter of the year to end the erratic water supply in the Sunyani Municipality.
Writer's email: biiya.ali@graphic.com.gh
