By Juliet Aguiar DUGBARTEY, Takoradi
The Public Utilities Regulatory Commission (PURC) has cautioned utility service providers to intensify engagement with consumers or risk sanctions for poor service delivery.
Speaking at a public hearing on the 2025-2030 Multi-Year Tariff Order in the Western Region at Takoradi, Nana Yaa Jantuah – a Board Member of the Commission and Chairperson for the Stakeholder Committee – expressed concern about the limited interaction between utility companies and their customers.
She stressed that the lack of effective communication has fuelled public frustration and complaints.
“From the interaction here, you can understand that there’s less interaction between the utilities and consumers,” she said.
She continued: “The utilities are not doing enough public education and engagement and that is why there are so many complaints. There is a need for thorough communication between utilities and the public”.
She explained that while the Commission remains committed to ensuring the financial viability of service providers, it will not hesitate to impose sanctions on those who fail to meet service standards.
“We have a task to ensure both financial sustainability for service providers and delivery of quality service to consumers,” Madam Jantuah stated.
She noted: “if either side of the balance is ignored, it becomes unfair and we will not hesitate to punish the utilities when they go wrong”.
Citing Act 2413 on service delivery, she said the law empowers PURC to apply sanctions depending on the type and severity of infraction committed by a utility company.
The ongoing public hearing, she explained, is part of a nationwide consultation aimed at gathering consumer feedback to guide regulatory decisions. According to her, after stakeholder and public consultations are completed the Commission will analyse all inputs and data before announcing final decisions.
She revealed that the engagement exercise will be extended to Cape Coast, Kumasi, Tamale and other regions to ensure all consumers have an opportunity to express their concerns.
She urged utility providers to collaborate closely with local assemblies and community leaders to reach consumers at the grassroots level, especially those who are not active on social media.
“Not everyone is digitally connected. Utility providers must create other avenues for communication beyond the digital space so that no one is left out,” she highlighted.
She assured the public that all views gathered from regional hearings will be factored into the Commission’s final determinations to improve service delivery across the country.
