The Public Utilities Regulatory Commission (PURC) is strengthening consumer protection and regulatory oversight in the Central Region, with Executive Secretary Dr Shafic Suleman directing greater accountability in complaint resolution while pushing interventions to address persistent electricity and water supply challenges.
During a three-day working visit to the Commission’s Central Regional Office, Dr Suleman reviewed the office’s performance, engaged staff and utility service providers, and assessed some of the challenges confronting consumers across the Region.
The visit also allowed the PURC Executive Secretary to examine how regulatory interventions are translating into improvements in electricity and water services at the community level.
One major intervention highlighted during the engagement was PURC’s work with the Electricity Company of Ghana (ECG), which contributed to the replacement of 11 damaged and overloaded transformers in 11 communities in the Central Region.
The replacements have helped address persistent electricity supply problems and improve reliability for consumers in the affected communities.
Dr Suleman commended the Regional Office for maintaining direct engagement with communities and utility providers, stressing the importance of identifying service delivery failures and ensuring that providers take practical steps to address them.
PURC steps into water supply crisis
Persistent water supply challenges also emerged as a major concern during the visit.
Dr Suleman engaged Ghana Water Limited (GWL) and selected Assembly Members over disruptions affecting some communities and subsequently visited the Sekyere Hemang Water Treatment Plant to assess the situation firsthand.
The disruption has been linked to damage to GWL pipelines during construction works for the 24-Hour Market at Ekon.
The damaged pipelines have resulted in a no-flow situation in affected communities, disrupting regular water supply to households and businesses.
Dr Suleman urged the Central Regional Office to sustain engagement with GWL and other relevant stakeholders until a lasting solution is found.
Consumer complaints must produce measurable results
Beyond resolving individual cases, the PURC Executive Secretary is demanding stronger evidence that regulatory interventions are producing results for consumers.
He directed the Regional Office to maintain comprehensive records of complaints, the interventions undertaken and the outcomes achieved.
According to Dr Suleman, proper documentation will allow PURC to demonstrate how the Commission’s work is improving the lives of consumers rather than merely recording the number of complaints received.
He also directed the office to strengthen the measurement of its public education, awareness and consumer sensitisation programmes to determine whether the initiatives are achieving their intended impact.
Toll-free line planned for consumers
In another consumer-focused intervention, Dr Suleman tasked the Central Regional Office to facilitate the establishment of a toll-free telephone line for consumers.
The proposed service would allow people to report problems with electricity and water services and lodge complaints with PURC without bearing the cost of the call.
The move is intended to remove financial barriers to accessing the regulator, particularly for consumers who may otherwise be discouraged from reporting service failures.
From January to September 2026, the Central Regional Office’s work covered complaint management, consumer education and sensitisation, utility monitoring, recoveries, stakeholder engagement and other regulatory activities.
Dr Suleman said PURC’s regional presence remains critical because effective utility regulation must ultimately be reflected in what consumers experience in their homes, businesses and communities.
The Commission is therefore seeking to strengthen its regional operations so that consumer complaints trigger action, utility providers are held accountable for service failures and regulatory interventions deliver measurable improvements in electricity and water services.
