The Ashanti Regional Office of the Public Utilities Regulatory Commission (PURC) has encouraged residents and consumers of utility services to formally lodge complaints over poor electricity and water services in order to help improve service delivery and enforce accountability.
According to the Commission, consumers have the legal right under Regulation 9 of Legislative Instrument (L.I.) 2414 to report concerns relating to unsafe, inadequate, inefficient, unreasonable or discriminatory utility services.
The regulation permits complaints to be lodged by a utility provider against a consumer, a utility provider against another utility or entity, a consumer against another consumer, and a consumer against a utility provider.
The PURC explained that complaints may cover issues such as wrongful or unfair billing, persistent power outages or water supply interruptions without prior notice, faulty electricity or water meters, failed prepaid vending systems, poor customer service, unresolved complaints, unsafe installations, and discriminatory treatment.
However, the Commission clarified that claims involving death or bodily injury resulting from the use of utility services are outside its jurisdiction and must instead be handled by the courts.
Residents in the Ashanti Region have been advised to first report their concerns to the relevant service providers, including Electricity Company of Ghana (ECG) and Ghana Water Limited (GWL), before escalating unresolved matters to the PURC Ashanti Regional Office.
Consumers seeking redress are expected to provide detailed information about the incident or service failure, as well as the specific resolution they are seeking. The Commission noted that it would investigate and mediate disputes in accordance with the applicable regulations.
The PURC further stressed that public participation through complaint reporting remains essential in ensuring that utility companies maintain acceptable standards and improve service delivery across the region.
Residents can contact the PURC Ashanti Regional Office on 0322037510 or 0540126202 for assistance and further enquiries.
