The Public Utilities Regulatory Commission (PURC) Western and Western North Regional Office successfully resolved 96.12% of consumer complaints. This strong performance occurred in the first quarter of 2026, covering January through March. The office addressed a total of 439 formal complaints from the public.
Most of these complaints were about issues with utility providers. Of the 439 complaints received, 422 were resolved within the three-month period. This shows the PURC's commitment to protecting consumers. It also demonstrates effective operational efficiency by the Commission in these two regions.
The Electricity Company of Ghana (ECG) received the bulk of these complaints. A total of 419 complaints, or 95.44%, were against ECG. Ghana Water Limited (GWL) faced 17 complaints, making up 3.87% of the total. Only a few complaints, three in total, were filed by utility companies against consumers.
Consumers increasingly used digital channels to raise concerns. WhatsApp was the most popular method, with 380 complaints lodged through it. This accounted for 86.56% of all complaints. Phone calls were the second most used channel at 8.43%. Written letters represented 3.19% of complaints. This trend highlights a shift towards easier, technology-based communication.
Quality of service was the main reason for complaints. There were 403 such issues reported. Billing problems were also common. Other categories included unlawful disconnections and metering concerns. Damage to property and consumer service delivery issues were also noted by the PURC.
Complaint volumes have varied over the last three years. They fell from 421 in Q1 2024 to 233 in Q1 2025. However, complaints rose to 439 by Q1 2026. This increase is partly due to better public awareness. Improved access to complaint channels also played a role.
The PURC also conducted monitoring of businesses and communities. The Western Regional Office checked 11 small and medium-sized enterprises (SMEs). This looked at service standards from ECG and GWL. Industries like wood processing and hospitality were included. Community monitoring also took place in 10 areas. This ensured high-quality utility services for residents.
The Commission checked six ECG district offices and four GWL district offices. This aimed to ensure utilities met performance benchmarks. They also checked adherence to regulatory guidelines. These actions are part of the PURC's work to ensure reliability in the energy and water sectors.