The Central Regional Office of the Utilities Regulatory Commission (PURC) has resolved 96.47% of a total of 2,475 complaints filed by consumers and utility providers since March 2020.
The majority of complaints consisting of 1,543 cases were filed against ECG, while 850 and 82 cases were reported against Ghana Water Company Limited (GWCL) and consumers respectively through appointments, calls telephone, written, social media and field visits.
Ms. Kesewaa Apenteng-Addo, Regional Director of PURC, said the ECG cases mainly relate to meters, payments, billing, illegal disconnection, among others.
He also recovered GH¢18,000 from the utility companies for consumers for misbilling and GH¢35,000 was received from consumers for the utility companies.
The Commission has therefore encouraged anyone with utility-related problems to lodge complaints with the office, ensuring prompt resolution.
Mrs. Apenteng-Addo was speaking at the first exhibition of the central regional office of PURC to present her achievements within the framework of the activities marking her two years of existence in the region.
The exhibit was to give consumers an insight into the operations of the office and also reflect on how the Board had maintained the balance between consumers and utility providers.
The event also provided a platform for attendees who included members of the assembly, clergy, media and community members to ask questions about PURC’s operations and lodge complaints about security situations. water and electricity in their communities.
The regional manager explained that as soon as a person lodges a complaint with PURC, due attention is given and eventually resolved.
‘Now we want to get to the bottom of the grassroots so that people know about the Commission’s work and know where to go if they are unhappy with public services,’ she said.
Ms. Apenteng-Addo hinted that her outfit has over the years reached out to some 11,445 consumers through various platforms such as social media, traditional media, flyers, mailboxes and physical contact in their communities.
A major issue that took center stage at the expo was complaints about brownish water flowing through consumers’ taps, but Madame Apenteng-Addo assured that GWCL was on the verge of flushing all the system and that PURC was monitoring the situation closely.
For his part, Dr. Ishmael Ackah, Executive Secretary of PURC, instructed utility providers to notify consumers ahead of planned maintenance works to help them plan and urged consumers to desist from illegal connections.
“Let’s connect legally if we need water or electricity and pay our bills. If you have a very high bill and cannot pay, contact the utility companies and PURC so we can work out a payment plan with them. It’s better than not paying at all to get you offline,” he warned.
He further urged consumers to know their rights, to take a keen interest in the services they receive and to ensure that they fulfill their responsibilities.
Mrs. Justina Marigold Assan, the Central Regional Minister, in a speech read on her behalf, encouraged PURC to ensure that consumers receive quality service.
She urged the Commission to set and achieve achievable goals and build more people-to-people relationships with consumers in an effort to improve the service delivery of utility providers in the region.
“The Central Regional Coordinating Council will continue to collaborate and support you to ensure that your goals and objectives are fully achieved,” she pledged.
The PURC was established in 1997 by an Act of Parliament, Act 538, to regulate the provision of electricity and water utilities in the country.