The Northern Regional Office of the Public Utilities Regulatory Commission (PURC) resolved 433 out of the 436 complaints lodged against utility service providers during the first half of 2026, representing a resolution rate of 99.31 per cent.
The complaints, which were lodged against the Northern Electricity Distribution Company and Ghana Water Limited, related mainly to quality of service, billing, metering and unlawful disconnections.
A mid-year complaints management report by the Commission showed that NEDCo accounted for 409 complaints, representing 93.81 per cent of the total, while GWL recorded 27 complaints, representing 6.19 per cent. Of the complaints received against NEDCo, 407 were resolved, representing 99.51 per cent, while 26 out of the 27 complaints against GWL, representing 96.30 per cent, were resolved.
Complaint channels
The report indicated that electronic platforms remained the preferred channel for lodging complaints, accounting for 304 cases, or 70 per cent of all complaints received. This was followed by phone calls, which accounted for 106 complaints (24 per cent), while 14 complaints (3 per cent) were lodged through walk-in visits. Eleven complaints, representing 3 per cent, were received through Customer Service Centres, while one complaint was submitted in writing.
Nature of complaints
Quality of service constituted the overwhelming majority of complaints, with 416 cases recorded, of which 415 were resolved. The report also recorded 13 billing-related complaints, with 11 resolved, five metering complaints, all of which were resolved, one complaint relating to unlawful disconnection, and another concerning consumer service delivery, both of which were resolved.
Of the total complaints, 342 were received directly from customers, while 94 were reported through other channels.
The report indicated that the Commission facilitated bill adjustments in favour of six NEDCo customers amounting to GH¢67,371.51 following investigations into their complaints. It also facilitated the recovery of GH¢85,224.48 on behalf of NEDCo from three customers.
Infrastructure improvements
Beyond complaint resolution, the PURC facilitated improvements to electricity infrastructure in parts of the region to enhance service delivery.
The interventions included the replacement of a damaged 100kVA transformer and the installation of two additional 100kVA transformers at Kootingli, as well as the replacement of one 100kVA transformer each at Bunglung and Suburu in the Nanumba North Municipality. The Commission also facilitated the replacement of 10 high-tension poles and nine low-voltage poles, four faulty single-phase prepaid electronic meters, and the repair of 10 damaged low-voltage cable lines.
According to the report, the estimated cost of the infrastructure improvements exceeded GH¢563,000, including GH¢484,925 for transformer replacement and installation, GH¢72,100 for pole replacement, and GH¢6,400 for meter replacement.
The Commission said the interventions formed part of efforts to improve the reliability of electricity supply, strengthen consumer protection, and enhance the quality of utility services in the Northern Region.
