By Alex Ababio
The Central Regional Office of the Public Utility Regulatory Commission (PURC) has reported a 93 per cent resolution rate for complaints received in the first quarter of 2026, offering a seemingly strong signal of responsiveness in Ghana’s utility regulation space. But beneath the surface of this impressive statistic lies a more complex story—one of rising consumer dissatisfaction, persistent service delivery gaps, and systemic challenges within the country’s electricity and water sectors.
According to PURC’s 2026 first quarter report, the Commission resolved 414 out of 444 complaints filed by consumers and utility providers, with the remaining cases still under investigation. The figures suggest an efficient complaints-handling mechanism, yet the surge in reported grievances raises pressing questions about the underlying performance of service providers.
Rising Complaints, Deeper Concerns
The report reveals that 352 complaints—representing 80 per cent—were lodged against the Electricity Company of Ghana (ECG), while 77 were filed against the Ghana Water Limited (GWL), and 15 against consumers themselves. Notably, 415 of the total complaints centered on quality of service issues, with the remainder covering billing disputes, payment challenges, metering inaccuracies, unlawful disconnections, and damage to property.
PURC attributes the rise in complaints compared to the same period in 2025 and 2024 to intensified monitoring efforts and consumer outreach initiatives such as complaint clinics and its “PURC in Your Home” campaign. However, energy analysts argue that increased reporting often reflects deeper systemic inefficiencies.
“The rise in complaints is not just about improved reporting systems—it is also an indication of persistent service delivery failures that consumers are no longer willing to tolerate,” said Dr. Elikplim Kwabla Apetorgbor, Chief Executive Officer of the Independent Power Generators, Ghana (IPGG), in previous industry discussions on Ghana’s power sector challenges.
Similarly, Ing. Mark Baah, former Managing Director of ECG, has in past interviews acknowledged that operational inefficiencies, technical losses, and aging infrastructure continue to affect ECG’s ability to deliver reliable power supply nationwide.
Quality of Service Dominates Complaints
The dominance of quality-of-service complaints—accounting for over 90 per cent of all cases—highlights a persistent issue that goes beyond customer relations. Consumers across the Central Region reported frequent outages, voltage fluctuations, erratic water supply, and delays in service restoration.
These findings align with broader national concerns. The Energy Commission of Ghana and the Ministry of Energy and Green Transition have both acknowledged ongoing challenges in maintaining stable electricity supply, particularly due to financial constraints in the energy sector and legacy debts owed to Independent Power Producers (IPPs).
In the water sector, the situation is similarly strained. Dr. Clifford Braimah, Managing Director of Ghana Water Limited, has publicly noted that illegal connections, aging pipelines, and high levels of non-revenue water—estimated at over 45 per cent—continue to undermine efficient service delivery.
“Non-revenue water remains one of the biggest threats to sustainable water supply in Ghana,” Dr. Braimah has stated in sector briefings, emphasizing the need for infrastructure investment and stricter enforcement measures.
PURC’s Intervention Strategy
Despite these challenges, PURC maintains that its interventions are yielding tangible results. The Commission reported that its officers conducted monitoring exercises across four ECG district offices, three GWL district offices, and three ECG customer service centers within the quarter.
Additionally, four complaint clinics were organized in Supredo, Egyaa No. 1, Egyaa No. 2 and 3 in the Mfantseman Municipality, and Odwumase. During these engagements, PURC interacted with 118 consumers and distributed 110 informational leaflets to educate the public on their rights and responsibilities.
“Stakeholder engagement activities undertaken by the Central Regional Office during the period ending March 2026 were comprehensive and impactful, yielding significant positive outcomes for both regulated utility companies and consumers,” the Commission stated in its report.
“While complaints relating to quality of service dominated during the period, the Regional Office consistently ensured that consumers received timely and satisfactory responses to their concerns.”
PURC further noted that “sustained stakeholder engagement and effective complaint management have contributed to improved trust, transparency, and service delivery within the utility sector.”
Experts Question Sustainability
While PURC’s high resolution rate is commendable, policy analysts caution that resolving complaints does not necessarily equate to solving the root causes of service failures.
Dr. Ishmael Ackah, Executive Secretary of the Public Utilities Workers’ Union (PUWU), has consistently argued in media interviews that Ghana’s utility sector requires structural reforms rather than reactive interventions.
“You can resolve complaints daily, but if the system itself is weak—financially and technically—the same complaints will keep coming,” Dr. Ackah has warned in discussions on energy sector sustainability.
This concern is echoed in reports by the World Bank, which has repeatedly highlighted Ghana’s energy sector debt—estimated in billions of dollars—as a major barrier to reliable service delivery. The Bank’s Ghana Energy Sector Recovery Programme underscores the need for cost-reflective tariffs, improved revenue collection, and operational efficiency.
The Consumer Perspective
For many residents in the Central Region, the statistics reflect lived realities rather than abstract data. In communities like Mfantseman and surrounding districts, residents continue to grapple with inconsistent utility services despite reporting issues.
Consumer advocacy groups argue that while PURC’s outreach efforts are commendable, more proactive enforcement is needed to hold service providers accountable.
“The regulator must go beyond mediation and impose stricter penalties for repeated service failures,” said a representative of the CUTS International Accra, a policy think tank focused on consumer protection, in past commentary on utility regulation in Ghana.
Bridging the Gap Between Resolution and Reform
The PURC report underscores a critical paradox: while complaint resolution mechanisms are improving, the volume and nature of complaints suggest that deeper systemic issues remain unresolved.
Industry experts point to several key areas requiring urgent attention:
Investment in infrastructure upgrades for both electricity and water systems
Reduction of technical and commercial losses
Strengthening of regulatory enforcement mechanisms
Enhanced transparency in tariff setting and service delivery standards
Without these reforms, analysts warn that complaint volumes may continue to rise, placing further strain on regulatory institutions.
Conclusion
The PURC Central Regional Office’s achievement in resolving 93 per cent of complaints in the first quarter of 2026 reflects a growing institutional capacity to respond to consumer grievances. However, the surge in complaints—particularly those related to quality of service—reveals persistent challenges within Ghana’s utility sectors.
As Ghana continues to pursue energy and water sector reforms, the focus must shift from reactive complaint resolution to proactive system improvement. Only then can the country bridge the gap between regulatory efficiency and reliable service delivery—ensuring that the numbers in future reports reflect not just resolved complaints, but fewer reasons for complaints in the first place.