The Upper East Regional office of the Public Utilities Regulatory Commission (PURC) has achieved significant success in the first half of 2025 by resolving 620 of the 636 complaints received. This represents an impressive 97.5% resolution rate.
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Handling Consumer Complaints Efficiently
Of the total complaints, 593 were filed against the Northern Electricity Distribution Company (NEDCo). At the same time, 43 were directed towards Ghana Water Limited (GWL). The PURC intervened to help NEDCo resolve 580 complaints, while GWL successfully addressed 40 out of its 43 complaints. The Commission is still processing the remaining 16 cases.
Addressing Sector Challenges
Despite the high resolution rate, Mr. Seth Kponyo, the Regional Manager of the Commission, acknowledged that challenges persist in the sectors. However, he reassured the public of the PURC’s commitment to working with service providers to meet consumer needs and expectations better.
Infrastructure Improvements and Customer Adjustments
In addition to resolving complaints, the PURC facilitated the replacement of five transformers and nine faulty poles during the review period, from January to June 2025. Furthermore, after reviewing a customer complaint, the Commission adjusted a customer’s bill from Ghana Water Limited by GHC 385.01.
Commitment to Consumer Rights and Service Improvement
Since its establishment in 2022 in Bolgatanga, the Upper East Regional Office has made substantial contributions to strengthening regulatory oversight. The office has improved the responsiveness of utility providers and fostered better relationships between consumers and service providers. The Commission’s presence has increased public awareness of consumer rights, contributing to notable improvements in service delivery.
The PURC remains committed to safeguarding the interests of utility consumers and ensuring the provision of efficient services in the Upper East and North East Regions.