The Ashanti Regional Office of the Public Utilities Regulatory Commission (PURC) has intensified its consumer education drive with an outreach programme at the Asawase Central Mosque in Kumasi.
The engagement, organised under the Commission’s “PURC at the Mosque” initiative, sought to bring utility regulation and consumer protection closer to residents while providing a platform for members of the community to raise concerns about electricity services.
The initiative forms part of PURC’s broader efforts to educate consumers on their rights and responsibilities and to promote safe, reliable and transparent utility services.
During the interactive session, congregants and residents of Asawase and surrounding communities raised a number of concerns relating to electricity supply, billing, metering and service delivery.
SHEP meters
One of the major concerns raised was the continued existence of some Self-Help Electrification Project (SHEP) meters that had not been captured in the billing system of the Electricity Company of Ghana (ECG).
According to the residents, the situation had created billing challenges and, in some instances, contributed to delays in resolving electricity-related concerns.
The consumers appealed for the appropriate authorities to take steps to ensure that all legitimate meters were properly captured in the ECG system to prevent unnecessary billing discrepancies.
Transformer challenges
The residents also complained about frequent power outages in parts of the Asawase enclave, attributing the problem to recurring transformer fuse failures.
They said the repeated blowing of transformer fuses had disrupted electricity supply and affected households and businesses within the community.
In response, officials of PURC explained that illegal connections and meter bypasses could contribute to excessive loads on transformers, thereby increasing the risk of equipment failure and frequent fuse blowouts.
The Commission therefore urged consumers to avoid illegal connections and other practices that could compromise the electricity distribution network.
Delays in acquiring meters
Another concern raised during the engagement was the delay experienced by some consumers in obtaining new electricity meters.
Residents expressed frustration over what they described as procedural bottlenecks and delays in the meter acquisition process.
The PURC team used the opportunity to educate consumers on the proper channels for acquiring electricity meters and cautioned them against relying on unapproved individuals to facilitate the process.
Warning against ‘goro boys’
The Commission particularly warned consumers against dealing with unaccredited intermediaries, popularly known as “goro boys,” in their attempt to obtain electricity meters or resolve utility-related issues.
Consumers were encouraged to use official and approved channels when dealing with ECG and other utility service providers.
According to the Commission, dealing with unauthorised persons could expose consumers to fraud, financial losses and illegal metering arrangements.
Illegal connections
The PURC officials also used the outreach to educate the congregants on the dangers and penalties associated with illegal electricity connections and meter bypass.
They explained that apart from exposing individuals and communities to serious safety risks, illegal connections could undermine the stability of the electricity distribution network.
The Commission stressed that such practices could contribute to transformer overloads, frequent fuse failures and interruptions in power supply.
Consumers were therefore encouraged to desist from tampering with electricity meters or engaging in any form of unauthorised connection.
Consumers urged to pursue complaints
The engagement also focused on the rights of consumers to seek redress when utility service providers fail to resolve legitimate complaints.
PURC officials explained the formal complaint and escalation procedures available to consumers and encouraged residents to document and report their concerns through the appropriate channels.
Consumers were advised that where a utility provider failed to address a complaint within the stipulated period, they could escalate the matter to PURC for regulatory intervention.
The Commission said consumers should not remain silent when they encounter persistent challenges with utility services, stressing the importance of using established complaint-resolution mechanisms.
Bridging consumer-service provider gap
The “PURC at the Mosque” initiative is intended to create a more direct channel of communication between the Commission and utility consumers, particularly within communities where residents may not always have easy access to regulatory information.
The Asawase engagement allowed the Commission to listen directly to consumers while also providing clarification on issues relating to electricity supply, metering, billing, illegal connections and complaint resolution.
At the end of the programme, PURC reaffirmed its commitment to strengthening consumer protection and ensuring that utility service providers remain responsive to the concerns of their customers.
The Commission encouraged residents of Asawase and its environs to remain informed about their rights and responsibilities and to rely on official channels when seeking utility services.
The outreach forms part of PURC’s continuing efforts to promote safe, reliable, accountable and transparent utility service delivery through sustained public education and community engagement.
