By Daniel Donkor
Residents and utility consumers across the Bono and Ahafo regions have given the Public Utilities Regulatory Commission (PURC) a resounding vote of confidence, ranking its Bono Regional Office among the best-performing public institutions for its professionalism, fairness, accessibility and effectiveness in resolving disputes between consumers and utility providers.
An assessment conducted by the media to gauge public perception of public institutions in the two regions found that about 85% of residents surveyed rated the Bono Regional Office of PURC highly, citing its responsiveness, impartiality and strong consumer-focused approach.
The commendation comes against the backdrop of an impressive 99.20% complaint-resolution rate, with the Commission resolving 7,798 of the 7,861 complaints received between 2019 and 2026. Only 63 cases remain unresolved.
For consumers who have faced disputed electricity and water bills, however, the figures represent far more than institutional statistics. They reflect what many describe as a critical avenue through which ordinary citizens can challenge decisions, have their cases independently examined and obtain redress without having to confront utility companies alone.
“PURC has restored my confidence in the system“
For Father Peter Yaw Oppong Kumi, Director of Pax Garment in Sunyani, his encounter with PURC changed his perception of public institutions and demonstrated the importance of an impartial regulator. He said he had little knowledge about the Commission until the Northern Electricity Distribution Company (NEDCo) invited him to appear before PURC over a disputed electricity debt.
“I must be honest with you. PURC has given me confidence in the system,” he said. According to Father Oppong Kumi, PURC subjected the dispute to a series of meetings and technical assessments before reaching its determination.
He said NEDCo had initially claimed that Pax Garment owed approximately GH¢106,000, but following PURC’s intervention and assessment, the disputed amount was reduced to about GH¢23,000.
“That is a lot of money saved,” he said, describing PURC’s arbitration process as “incredible, very critical and very analytical.”
Beyond the financial relief, Father Oppong Kumi said the process also helped repair and strengthen the relationship between Pax Garment and NEDCo because both parties were given an opportunity to examine the facts and technical issues surrounding the dispute.
“They listened to us and they understood us,” he said.
He praised PURC for creating what he described as a level playing field between ordinary consumers and large utility companies.
According to him, individuals often feel powerless when confronted by large institutions.
“If you have an issue with any big organisation, it is the elephant and the ant kind of fight; you can’t win. But here’s the case, we were able to prove that we have a case,” he said.
Father Oppong Kumi said the experience had demonstrated that public institutions could make a meaningful difference when professionals understood the issues and genuinely listened to the people they served.
“I recommend them. It’s a wonderful institution, at least from what I’ve seen here in Sunyani. If this is what is being done everywhere, then Ghanaians must hope for something good,” he added.
Another consumer, Daniel Brigade, an Accountant at the Duayaw Nkwanta Nursing Training College, also recounted how PURC helped the institution challenge what he considered an excessive electricity bill.
Mr Brigade said the college received a NEDCo bill of approximately GH¢124,000 in January 2024, an amount he believed was inconsistent with the institution’s actual electricity consumption.
After consulting an electrician, he was advised to seek the intervention of PURC. He said the Commission requested the relevant billing documents and investigated the matter without charging him any fee.
The intervention eventually resulted in the disputed bill being reduced from GH¢124,000 to GH¢26,000, representing a reduction of more than GH¢98,000.
“I was very happy because that amount of GH¢124,000 was reduced to GH¢26,000, which is over GH¢98,000 difference. I’m very grateful to PURC,” Mr Brigade said.
He rated the Commission’s service above 80%, particularly commending its reception, professionalism and willingness to listen.
“I was thinking that they were going to charge me. They didn’t charge me. Even after everything, we tried to give them some kind of appreciation, but they didn’t accept,” he said.
For Mr Brigade, fairness was the defining feature of his experience with the Commission.
“For me, what I see about them is fairness,” he said.
He urged other public institutions to emulate PURC’s customer-service culture, particularly its willingness to listen to members of the public.
“Sometimes when you go to an office, even getting somebody to listen to you can be a problem. But when I went there, it was like they had time for me, and they were able to listen to whatever I brought,” he said.
NEDCo commends PURC’s intervention
The Sunyani Area Manager of NEDCo, Eugene Odoi Addo, also commended the Bono Regional Office of PURC for what he described as its selfless service and cordial working relationship with the electricity distributor in resolving consumer-related disputes.
His comments underline the Commission’s position that its mandate is not simply to side with consumers, but to provide an independent platform where disputes can be examined objectively and resolved on the basis of evidence.
That position has also earned PURC recognition from community leaders.
The Assembly Member for Bechem Ahinbronoso in the Ahafo Region, Frank Fosu-Darkwa, said PURC had successfully intervened in two matters brought before the Commission, including concerns over deteriorating electricity poles and a prolonged water supply problem in Techimantia.
He described the Commission as highly effective and urged other public institutions to emulate its approach to resolving public complaints.
Residents including Jude Kulafaa of Asuakwa in the Sunyani Municipality, Samuel Kyeremeh of New Dormaa and Awiti Kuffour of Dumesua similarly praised PURC for its professionalism, fairness and effectiveness in addressing disputes between consumers and utility providers.
Responding to the strong public endorsement, the Bono Regional Manager of PURC, Patrick Antwi, said the feedback was both encouraging and motivating.
“It’s quite heartwarming to hear such a response from consumers and the public over the performance of PURC in the Bono and Ahafo regions,” Mr Antwi said.
He attributed the Commission’s performance to its organisational culture, leadership and clearly defined regulatory mandate.
According to him, PURC’s responsibilities go beyond regulating electricity and water tariffs to include consumer protection, complaint resolution, service-quality monitoring and ensuring fairness between utility providers and their customers.
Since the establishment of the regional office in Sunyani in the latter part of 2018, the Commission has worked closely with NEDCo and Ghana Water Limited (GWCL) to address complaints ranging from disputed bills and service connections to concerns over quality-of-service.
Over the eight-year period since the establishment of the Sunyani office, PURC, in collaboration with NEDCo and GWCL, has facilitated GH¢632,800.32 in adjustments in favour of consumers, while GH¢24,417,498.07 has been recovered in favour of utility providers.
Mr Antwi stressed that the work of the PURC is not to automatically rule in favour of consumers. Rather, the Commission’s responsibility is to establish the facts and ensure that the appropriate party receives a fair outcome.
The figures, Mr Antwi explained, demonstrate the Commission’s commitment to neutrality and evidence-based regulation.
*PURC takes consumer protection beyond Sunyani*
Mr Antwi further stressed that PURC’s consumer-protection mandate is not restricted to consumers who can travel to its regional office in Sunyani. Under the Commission’s standard operating procedures, officers are expected to investigate complaints thoroughly and, where necessary, visit consumers to understand first-hand the circumstances surrounding their cases.
The Commission has also intensified public education programmes in communities, churches, mosques, schools, corporate institutions and through radio platforms to educate consumers on their rights and responsibilities.
The approach, Mr Antwi said, is intended to ensure that consumers are not only aware of their rights but also understand their obligations and responsibilities under the regulatory framework.
Mr Antwi also clarified that PURC’s doors are not open exclusively to consumers. Utility providers can equally petition the Commission over disputes involving customers, particularly cases relating to illegal connections, non-payment of bills and other forms of non-compliance.
He said PURC had supported utility companies in recovering outstanding debts from consumers, with more than GH¢9,000 recovered during the first half of 2026, in addition to recoveries recorded in previous years.
He therefore urged consumers to pay their electricity and water bills promptly, stressing that revenue collected by utility providers was essential to maintaining, expanding and improving service delivery generally.
The growing public endorsement of PURC in Bono and Ahafo, coupled with its high complaint-resolution rate, suggests that for many consumers, effective regulation is not measured merely by policies and statistics but by whether an ordinary citizen can walk into a public institution, be heard, have a dispute independently examined and leave with a sense that justice has been served.
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