The Public Utilities Regulatory Commission (PURC) in the Ashanti Region has intensified its investigations into consumer complaints filed against the Electricity Company of Ghana (ECG) and Ghana Water Limited (GWL). The move aligns with the Commission’s mandate to protect both consumers and utility service providers while ensuring transparency, fairness, and compliance with regulatory standards in electricity and water service delivery.
*Site Visits and Independent Verification*
The Regional Manager, Mr Edward Boduah, explained that PURC Ashanti does not rely solely on paperwork or utility responses. After formally referring each complaint to ECG or GWL for an official response, the Commission dispatches complaints officers to the complainant’s premises. “These site visits allow PURC to conduct independent investigations, verify conditions on the ground, and engage consumers directly,” Mr Boduah said.
The assessments cover disputed electricity and water bills, voltage and power quality breaches, estimated billing, defective meters, delayed connections, wrongful disconnections, and water supply challenges, including low pressure or no flow. “By being physically present, we capture critical evidence such as kilowatt-hour readings, water flow conditions, and service anomalies that utility reports may not fully reflect,” he added.
*Data Collection and Regulatory Analysis*
Beyond field verification, the office compiles a complete docket for each case. This includes billing and consumption history, payment records, meter installation and testing data, correspondence between the customer and the utility, and other supporting documents. Mr Boduah noted that each dataset undergoes thorough analysis in accordance with the Legislative Instruments governing the electricity and water sectors.
*Ensuring Fair and Amicable Resolution*
The Commission maintains that independent verification is central to amicable, evidence-based resolution. “By cross-checking utility data against field evidence and regulatory standards, PURC arrives at objective findings that reduce disputes and build consumer confidence,” Mr Boduah stated. He said remedies may include bill adjustments, refunds, replacement of faulty meters, or compensation under Legislative Instrument 2413, among others.
Mr Boduah said the intensified, evidence-driven model reinforces PURC Ashanti’s commitment to regulatory oversight and consumer protection. “Combining site visits, comprehensive data verification, and rigorous regulatory analysis ensures complaints against ECG and GWL are resolved fairly, transparently, and in a way that restores public trust in electricity and water services across the Ashanti Region.”
