The Ashanti Regional Office of the Public Utilities Regulatory Commission (PURC) resolved 982 out of 1,208 complaints lodged against the Electricity Company of Ghana (ECG) and Ghana Water Limited (GWL) during the first six months of 2026, achieving an 81.29 percent resolution rate.
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The Commission disclosed this in its Mid-Year 2026 Regional Performance Report, which highlighted significant gains in consumer protection, utility service delivery and public education across the Ashanti Region.
According to the report, ECG accounted for 1,116 complaints, representing 92.38 percent of the total complaints received, while GWL recorded 92 complaints, representing 7.61 percent. The report indicated that the Commission successfully resolved 918 ECG-related complaints and 64 GWL-related complaints during the period under review.
As part of its interventions, PURC secured GH¢108,969.40 in billing and payment adjustments in favour of consumers after investigations into complaints against the utility providers.
The Commission also recovered GH¢55,664.74 from defaulting consumers on behalf of the utility companies.
The report further revealed that PURC facilitated the replacement of critical utility infrastructure to improve service delivery across the region. These included the replacement of eight damaged electricity poles at a cost of GH¢33,424, benefiting about 824 consumers, while three faulty electricity meters were replaced and 13 delayed electricity service connections were completed at a combined cost of GH¢20,184, serving 144 consumers.
Additionally, four 200kVA transformers were replaced at a cost of GH¢480,000, restoring reliable electricity supply to about 3,400 consumers.
In the water sector, the Commission facilitated the repair of 19 burst water pipes at an estimated cost of GH¢22,800, restoring water supply to approximately 2,014 consumers. Overall, the interventions involved an estimated investment of GH¢556,408, directly benefiting 6,382 consumers across the Ashanti Region.
Beyond complaint resolution, the Commission intensified its consumer education and stakeholder engagement programmes through a number of outreach initiatives.
Under the “Tell PURC” campaign, officials visited households in Dunkwa Ayanfuri, Asafo, Bantama, Manso Atwedie, Jacobu, Akrokerri and Adobewura to educate consumers on their rights and responsibilities while gathering first-hand information on challenges with utility service delivery.
The Commission also engaged traditional authorities and residents of Bodwesango through its “PURC @ the Palace” initiative, where participants were educated on the Commission’s mandate, complaint handling procedures, meter acquisition processes, consumer rights and responsibilities, as well as electricity and water conservation.
Similarly, the “PURC @ the Bus Terminal” initiative took the Commission to the Asante Mampong and Nsuta bus terminals, where passengers, transport operators and drivers were sensitised on consumer rights, the obligations of utility providers and the channels available for lodging complaints.
Under its “PURC Market Connect” programme, the Commission also engaged traders at the Nyinahin and Asuofia markets, educating them on utility regulations, responsible consumption and the importance of honouring their utility payment obligations.
The report noted that these initiatives have significantly strengthened consumer awareness, improved access to the Commission’s services and enhanced confidence in the complaint resolution process, while promoting accountability among utility service providers in the region.
