The Northern Regional Office of the Public Utilities Regulatory Commission (PURC) has revealed a series of targeted interventions aimed at addressing consumer concerns and improving utility services in the first half of 2025.
According to a mid-year performance report presented by Regional Manager, Ali Simon Jarana, the initiatives have significantly enhanced customer satisfaction and regulatory compliance.
The office received a high volume of complaints against utility providers including the Northern Electricity Distribution Company (NEDCo), Ghana Water Limited (GWL), and some consumers.
The report said most of these grievances were channelled through electronic media, a trend the Commission says indicates increased public engagement and awareness.
To respond effectively, the Commission embarked on extensive customer service centre monitoring, community visits, and industrial site inspections.
A “Weekend Complaint Resolution Booth” initiative alone resolved issues for over 50 customers, facilitating payment plans, meter replacements, and billing corrections in Tamale and Savelugu.
Other flagship interventions included:
- “PURC @ A Glance” and “Regulation @ A Glance”: Education campaigns using flyers, videos, and in-person engagements to raise awareness about utility rights and responsibilities.
- “Tamale In Focus” project: Aimed at reducing commercial losses for service providers, clamping down on illegal connections, and improving revenue collection.
- Regulatory Dialogue sessions: Engaging utility staff, loss control teams, and the media on key provisions in L.I. 2413 and quarterly tariff adjustments.
The PURC’s efforts have reportedly contributed to enhanced service reliability and stakeholder collaboration, particularly with NEDCo, which co-funded a year-long radio education programme valued at GH¢48,000.
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