PURC records increase in complaints

Complaints received by the Public Utility Regulatory Commission (PURC) regarding poor quality of service rendered by the utility companies in Western and Central regions increased by 13.97 percent.

The Commission has recorded 212 complaints against Electricity Company of Ghana (ECG) and Ghana Water Company (GWC) in the two regions as at November 20 this year, compared to 186 recorded last year.

The Western and Central Regional Manager of the PURC, Mr. Leon Acquaye, told the Ghana News Agency in Takoradi that the figure could even increase by the end of the year since it was receiving complaints on daily basis.

He said this was necessitated by increasing public awareness campaigns undertaken by the Commission to encourage people to report inefficiencies regarding supply of water and electricity to their homes, institutions and companies.

“Under our Complaint Outreach Programme, we also go to the various communities to listen to their concerns so that those who cannot come to our offices will have access to us,” he said.

Some of the complaints recorded concerning services rendered by the GWC included irregular flow of water, pipe burst, leakages, poor quality of water and unlawful disconnections.

Regarding the ECG, Mr. Acquaye said the complaints were on frequent power outages and fluctuations, phase-offs, unlawful disconnections as well as billing and metering problems.

Giving the breakdown of the complaints, Mr. Acquaye said the Commission received 159 complaints against the ECG, with 112 being poor quality of service, 41 metering and billing issues whilst six were unlawful disconnections and payment issues respectively.

With regards to complaints filed against the GWC, the regional PURC boss said it received 53 complaints with 43 being poor quality of service, eight metering and billing issues and two unlawful disconnections.

Mr. Acquaye said the Commission tracked all the complaints and contacted the utility companies for resolution, adding that out of 212 complaints received, 206 had been successful resolved while the rest are under investigation.

He appealed to the public to feel free to report any problem regarding water and electricity supply to the Commission since its services are free of charge.

The PURC is an independent body established under the PURC Act 538 of 1997and mandated to regulate and oversee the provision of utility services.

Mr. Acquaye pledged the Commission’s commitment to ensuring the development and delivery of the highest quality of utility services to consumers.

Source: GNA