Friday, 20 September

N/R: 95% of 2018 consumer complaints resolved – PURC

The management of the Public Utilities Regulatory Commission (PURC) in the Northern Region has said it resolved 95 per cent of all consumer complaints lodged with its offices concerning the Ghana Water Company Limited, (GWCL) and the Northern Electricity Distribution Company Limited (NEDCo) for 2018.

The Regional Manager for the PURC, Mr Issahaku Mashud Yakubu, said out of a total number of 966 complaints lodged by consumers against the GWCL and NEDCo, the PURC successfully resolved 913 cases.

Seven hundred and fifty-three customers lodged complaints against NEDCo/VRA and 213 against GWCL.

Speaking to Class News’ northern regional correspondent Mohammed Gaddafi, Mr Yakubu said the reported cases against NEDCo/VRA were in respect of damaged appliances, unlawful disconnections, bills, payment issues, metering, and quality service concerns, among others.

Similarly, he added that the complaints against GWCL were occasioned by issues concerning billing, quality service, unlawful disconnections, payments and metering.

Mr Yakubu said his office puts the spike in complaints down to the public education and sensitisation the commission embarked upon in 2018.

He said a lot of awareness creation was done about the activities of the commission. “I suspect that is what has occasioned this higher numbers of complaints.”

Mr Yakubu said the PURC would always ensure a win-win situation for both the consumer and the service provider.

So far this year, Mr Yakubu said the commission has received about 259 complaints. He said the public education would be intensified this year "because a lot of people do not know that when you have challenges with the utility providers, the PURC is there for you. So, it is only through some of these sustained education programmes that people would get to know that window of opportunity is there for them."

He disclosed that a complaint clinic was launched in April 2019 as part of efforts to improve stakeholder engagements in the region.

The complaint clinic, he said, is a platform that is offered to consumers, the utility service providers and other stakeholders to fashion out workable ideas to ensure utility service provision is improved.

Source: Ghana/ Gadafi/Northern Region

Source: Emmanuel Mensah