The Public Utilities Regulatory Commission (PURC) has reaffirmed its commitment to consumer protection and regulatory enforcement through a regional stakeholder workshop held at the Planters Lodge in Takoradi on Wednesday July 30, 2025. The one-day event brought together all regional and district officers of the Electricity Company of Ghana (ECG) and Ghana Water Limited (GWL) across the Central and Western Regions.
In opening remarks delivered on his behalf by Ing. Emmanuel Fiati, Director of Water Services, the Executive Secretary of PURC, Dr. Shafic Suleman, highlighted the importance of such regional workshops as mechanisms for building close partnership between the utilities and regulators, essential to achieving the shared objective of improving the quality of utility service delivery to consumers nationwide. He indicated that, effective regulation was almost impossible without mutual understanding and continuous dialogue between regulators and service providers.
The workshop enabled participants to have in-depth dialogue on service delivery and enforcement processes under the Public Utilities Regulatory Commission (Consumer Service) Regulations, 2020 (L.I. 2413). The Commission emphasized the rights and obligations of both utilities and consumers under the regulations. The discussions also aligned with a broader issue of monitoring and quality of service delivery.
A recurring observation throughout the workshop was the public’s apparent preference for lodging complaints directly with the Commission or even heading straight to court, thereby bypassing the utilities’ processes. Both utilities and the Commission agreed that this indicated a credibility gap that the utilities need to build public trust. They were urged to act timeously on the resolution of customer related complaints to avoid legal action.
Participants also brought to the fore other pressing consumer concerns facing the utility companies. These include delays in service provision, billing errors, payment challenges, complaints about poor customer service, illegal connections, Right-of-Way challenges, refund of capital contribution and metering issues. Officials from ECG and GWL explained some of the internal measures they have implemented to resolve such concerns which included public education and the adherence to their standard operating protocols.
The workshop ended with a renewed call for cooperation among stakeholders and a shared commitment to uphold consumer rights and regulatory compliance in the utility sector.
