Commissioner of the Public Utilities Regulatory Commission (PURC) and presidential staffer, Nana Yaa Jantuah, has called on utility service providers to strengthen their engagement with consumers, emphasizing that transparency and effective communication are essential for improving public confidence in the sector.
Speaking at a public hearing in Takoradi on the proposed 2025–2029 multi-year tariff review, Nana Yaa Jantuah noted that frequent consumer complaints to the Commission reveal significant lapses in how utilities interact with their customers.
“Utilities have not been fair in their communication with consumers. Customers must fully understand the services they pay for,” she said.
She explained that the PURC’s core mandate is to regulate public utilities such as electricity and water, ensuring fairness, quality, and transparency in service delivery while safeguarding the financial sustainability of providers. The Commission, she added, also oversees tariff approvals, monitors performance standards, and resolves disputes between consumers and utility companies.
According to her, the number of complaints received by the Commission underscores the urgent need for service providers to enhance their communication and service delivery strategies.
Nana Yaa Jantuah also urged consumers to honor their payment obligations, stressing that consistent bill payments are critical to enabling utility providers to deliver reliable services.
“Consumers must also play their part. Paying bills on time helps utilities meet their commitments and improve efficiency,” she advised.
At the same hearing, William Boateng, Director of Communications at the Electricity Company of Ghana (ECG), and Madam Linda Baah, Manager of Market Operations at GRIDCo, made a joint appeal for the PURC to approve their proposed five-year tariff plans. They explained that the adjustments would help sustain operations and enhance power supply reliability nationwide.
The session formed part of the PURC’s nationwide stakeholder consultations on proposed tariff structures for the next regulatory cycle, aimed at balancing consumer interests with the operational needs of service providers.
