For some years, Ghanaian consumers have experienced breaches in the contract between them and utility service providers, with regard to power outages and disruption of water supply.
Although in other places in the world, consumers usually take on the service providers when they do not fulfil their part of the bargain, Ghanaians have been tolerant to a fault and not demanded answers to or compensation for the break in service.
Despite the existence of a Consumer Protection Agency (CPA), its voice has virtually been drowned by the deafening silence of the majority of Ghanaians affected by the utility providers’ indiscriminate termination of services.
Due to incessant power outages and surges, many of their electricity consumers have had many electrical gadgets destroyed but they have resigned themselves to their fate. Others have lost their lives and property due to technical problems in electricity supply. Yet, very few, if any, have had the courage and will to confront the service providers who have destroyed their gadgets, let alone taken them on at the courts.
It, therefore, pleases the Daily Graphic that the Public Utilities and Regulatory Commission (PURC) has invoked its powers and responsibility to consumers by assisting five commercial entities and 10 individuals to claim compensation of GH¢36,327.70 from the Electricity Company of Ghana (ECG) for damaging their equipment in 2013.
We believe that the step taken by the PURC will bring some sanity in the provision of services by utility providers who, for a long time, have taken Ghanaian consumers for granted. Unannounced power cuts and incessant outages have been the order of the day, with the majority of Ghanaians being defenceless and at the receiving end.
In every civilised society, service providers owe it a duty to consumers to announce any intended disruption in services regularly; be it supply of water, electricity or other essential services.
The Daily Graphic also shares the view that accidental or unintended disruptions must always be communicated and consumers compensated for the break in service, anytime that happens. That way, the service providers will create a very healthy relationship with their consumers and ameliorate any damages that may result from the disruption.
We urge the PURC to intensify its education of consumers on their rights so that utility service providers become more responsible to their publics.
The Consumer Protection Agency must also educate its members on their rights, with respect to the utilities and other consumables, so that providers of services and goods no longer take their clientele for granted.
The time has come for all Ghanaians to shed their ‘I give it to God’ attitude and make service providers behave more responsibly.
Under the PURC (Complaints Procedure) Regulations 1999 (LI 1665), any consumer who has issues with any utility company is expected to send a written or oral complaint to the commission so that they could be assisted.
We, therefore, urge everyone to take advantage of this opportunity to enjoy better services from the service providers.
Congratulations PURC, but we expect the commission to crack the whip on the utility providers to enable them live up to expectation.
