The Public Utilities Regulatory Commission (PURC) Volta and Oti Regional Office has recorded its highest complaint resolution rate in five years, resolving 98.67 percent of cases in the first quarter of 2026.

According to the commission’s latest quarterly report, it shows that out of 904 complaints lodged against the Electricity Company of Ghana and Ghana Water Limited, a total of 892 were successfully addressed.

“A total of 904 complaints were lodged with 892 resolved, representing a 98.67% resolution rate,” the report noted.

The commission also noted that both utility providers recorded strong performances, with ECG resolving 98.76 percent of its cases and GWL achieving 98.22 percent.

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Despite the high resolution rate, the report pointed to a sharp rise in complaints in recent years, largely driven by increased awareness and service-related challenges.

The PURC also revealed a shift in how consumers engage with its services, with digital platforms dominating complaint reporting.

“The overwhelming reliance on digital channels underscores the need to strengthen ICT-based complaint systems,” the report noted.

Quality of service issues, including power outages, low voltage and water supply disruptions, accounted for the vast majority of complaints.

“Service reliability issues (power outages, low voltage, no water flow) dominate consumer concerns with quality-of-service towering over all other categories,” it added.

PURC said the performance reflects its strengthened regulatory oversight and commitment to protecting consumer interests in the region.

SO/AE

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