PURC resolves 1,870 complaints in Eastern Region

The Eastern Regional Office of the Public Utilities Regulatory Commission (PURC) resolved 1,870 complaints from electricity and water consumers in the region last year, representing 99 per cent success.

The PURC received 1,891 complaints from the Electricity Company of Ghana (ECG) and the Ghana Water Company Limited (GWL) and dealt with all outstanding complaints at various stages of resolution.

A total of 1,495 complaints were directly lodged with the ECG, while 396 were directed to the GWL, all of which were satisfactorily resolved.

Speaking to the Daily Graphic at his Koforidua office yesterday, the Regional Manager of the PURC, Jude Aduamoah-Addo, stated that the ECG resolved 1,475 of its complaints, representing 99 per cent while the GWL resolved 395.

He indicated that between January and October last year, 1,477 out of the 1,891 complaints received by the PURC centred on poor service delivery.

Complaints

Mr Aduamoah-Addo said some customers lodged various complaints about the ECG, including power outages, phase-offs, low voltage among others.

On the other hand, issues with the GWL included irregular water supply, discoloured water, burst pipes, leaks and low water pressure.

Value for money

The regional manager emphasised that the importance of providing high-quality services was to ensure that customers got value for money.

Mr Aduamoah-Addo said although the PURC resolved almost all complaints received last year, utility providers must also adopt effective strategies to improve their operations and satisfy customer needs.

Overbilling

Other concerns reported by customers, he pointed out, included overbilling, metering issues, disconnections and property damage.

Mr Aduamoah stressed the need for the ECG and the GWL to adhere to their mandate of delivering reliable and quality services to consumers.

On billing issues, he said the ECG resolved 337 cases, with 77 consumers benefiting from a total billing adjustment of GH¢ 333,374.26 in favour of both the ECG and the GWL consumers.

Revenue recovery

Mr Aduamoah-Addo indicated that the ECG also recovered a total revenue of GH¢ 56,893.18 through their interventions.

Additionally, he stated that 74 customers under the government’s Self-Help Electrification Project (SHEP), who had never received bills, now had proper monthly billing systems in place.

He said the PURC also facilitated critical interventions such as restoring power to residents at Onakwase, Asamankese District, after a week-long outage.

Mr Aduamoah-Addo reaffirmed the commission’s commitment to ensuring both utility providers and consumers were satisfied.

Customer satisfaction

He encouraged customers to report their grievances, problems and concerns to the commission’s digitised platforms to be addressed.

“Last year, WhatsApp became the most popular channel for filing complaints, surpassing walk-ins, phone calls, field reports and written submissions.

“We encourage more customers to use digital platforms to reach us as the country is advancing technologically,” Mr Aduamoah-Addo stated.

Payment of bills  

He also urged consumers to fulfil their financial obligations by paying utility and water bills promptly.

“Prompt payment is crucial for utility providers to maintain and improve the quality of service,” the regional manager added.

He said the PURC remained dedicated to resolving consumer complaints and working with utility providers to enhance service delivery, adding that both the ECG and the GWL were urged to prioritise efficient operations to build trust and meet consumer expectations.

Writer's email: haruna.wunpini@graphic.com.gh