Accra: The Volta Regional Directorate of the Public Utilities Regulatory Commission (PURC) has successfully resolved 1,348 out of 1,353 complaints lodged against the Electricity Company of Ghana (ECG) and Ghana Water Limited (GWL) in the first half of 2025, achieving a 99.63 per cent resolution rate.
According to Ghana News Agency, a press release signed by Mr. Philip Agbezudor, Volta and Oti Regional Manager of PURC, indicated that ECG accounted for 1,180 complaints-87.21 per cent of the total-with 1,175 resolved, reflecting a 99.60 per cent resolution rate. GWL received 173 complaints, all of which were fully addressed.
The Commission noted that 97.26 per cent of complaints were related to quality-of-service issues, including frequent power outages, voltage fluctuations, phase-offs, low water pressure, discoloured water, leakages, and pipe bursts. Billing-related issues comprised 1.63 per cent of complaints, covering high bills, overbilling, estimated charges, bulk billing, and discrepancies on the ECG PowerApp.
Complaints were received through various channels, including field visits, written submissions, phone-ins, walk-ins, and digital platforms. Notably, nearly 92 per cent of complaints were submitted via WhatsApp and email, highlighting the growing use of technology in public engagement.
A five-year trend analysis showed that the 2025 mid-year figure represents the highest number of complaints received since 2021. The increase is attributed to persistent service challenges and intensified public education campaigns by the Commission across the Volta and Oti regions.
As part of its outreach, PURC continued to educate communities on preventing bushfires that damage electricity poles-particularly in areas impacted by nomadic herdsmen. Community engagements were held in Fodome, Jasikan, Hohoe, Gbledi, Adaklu, Mafi, Kpando, Dzolokpuita, and parts of the Ho Municipality.
The 2025 Mid-Year Report reaffirms PURC's commitment to regulatory effectiveness, consumer protection, and enhanced utility service delivery in the Volta and Oti regions.
