The Western and Western North Regional Office of the Public Utilities Regulatory Commission (PURC) has made significant strides in protecting utility and consumer rights and enforcing its regulations in the performance of its planned programmes. The Office achieved a complaints resolution rate of 97% in the first half of 2025.
According to the mid-year report, the office received four hundred ninety -nine complaints, of which four hundred eighty-four were successfully resolved. Of the total complaints lodged with the office, four hundred and sixty six (93.38%) were lodged against the Electricity Company of Ghana (ECG) while that of Ghana Water Limited (GWL) accounted for thirty-one (6.21%) of the complaints. Additionally, two (0.4%) complaints were lodged by utilities against consumers, primarily involving damaged installation.
The Regional Office’s interventions led to the replacement of six electricity pole and two transformers within the region to address critical power supply disruptions. Furthermore, financial adjustments totaling GHS 2,397.09 were secured in favor of consumers who have been overbilled, alongside a GH₵20,000.00 compensation payment to a customer for damaged appliances. A compensation of GH₵105,893.60 was secured for the utilities for damages caused to their installations.
As part of the Regional Office programmes for the period, extensive community engagements were conducted in both the Western and Western North regions to raise awareness about consumer rights, PURC’s mandate, and complaint procedures. A total of fifty-four (54) educational programs were organized, reaching about three thousand three hundred and forty-two (3,342) consumers.
During the educational programs, guidelines on Capital Contribution Policy of the Commission featured prominently, this is a policy which ensures that any customer who invest his/her capital towards the extension of electricity or water supply to his/her house gets a refund of about 60% of the capital invested when another customer is connected to that portion of the extension.
The Regional Office’s proactive measures have significantly improved service delivery within the Western and Western north regions. In the second half of the year, PURC plans to intensify public education efforts and strengthen collaboration with ECG and GWL to address emerging challenges, particularly those related to service quality and reliability. The aim is to ensure utility providers remain accountable while encouraging consumers to refrain from illegal connections and fulfill their payment obligations, thereby promoting equitable service delivery across the Western and Western North Regions.
