The Public Utilities Regulatory Commission (PURC) has challenged electricity and water service providers in the Bono Region to deepen improvements in service delivery and deliberately rebuild consumer trust, warning that rising tariffs will heighten public expectations in the coming year.
Speaking at a strategic meeting with stakeholders in Sunyani, the Bono Regional Manager of PURC, Patrick Nana Osei Yaw Antwi, acknowledged notable progress made by utility companies over recent years but stressed that consumers are demanding more efficient, transparent, and responsive services.
“We have seen improvements in service delivery year after year, but there is still room to do more. Consumers deserve efficient, transparent and responsive services,” Antwi stated.
No Room for ‘Rambo-Style’ Bill Collection
Antwi issued a stern caution against the use of aggressive or intimidating methods—popularly referred to as “rambo-style”—in the recovery of unpaid utility bills. He urged providers to adopt humane, customer-friendly approaches that protect consumer dignity while ensuring revenue mobilisation.
He further disclosed that PURC is closely monitoring the implementation of recent tariff adjustments to ensure consumers are not shortchanged.
“With higher tariffs, consumers naturally expect improved service quality. In 2026, utility providers will face increased pressure to deliver,” he warned.
Communication Key to Trust Building
A central theme of the engagement was the importance of timely and transparent communication, particularly during service disruptions. Mr. Antwi cautioned that silence during outages often fuels speculation and public mistrust.
He commended the Sunyani office of VRA/NEDCo for its proactive engagement with the public and urged other service providers to emulate the approach.
“Early and clear communication when there are service challenges helps manage expectations and builds public confidence,” he emphasised.
PURC’s 2026 Focus: Trust and Complaint Resolution
The meeting also outlined PURC’s operational focus for 2026, which will be guided by the theme: “Building Trust through Complaint Resolution and Extensive Stakeholder Relationship.”
Discussions centred on customer service delivery, meter theft, late billing, revenue mobilisation strategies, and the critical role of the media in bridging the gap between service providers and consumers.
Participants included the Sunyani Area Manager of VRA/NEDCo, Ing. Eugene Addo-Odoi; the Bono Regional Chief Manager of Ghana Water Limited (GWL), Ing. Theophilus T. Collins; senior technical officials from both institutions; and members of the media.
Illegal Meters and Revenue Losses
Responding to concerns about electricity losses, Ing. Addo-Odoi revealed that under the SHEP programme, NEDCo identified about 5,000 illegal electricity meters across the Bono and Ahafo regions in 2025.
“These illegal connections significantly affected our revenue. As part of enforcement efforts, two individuals have already been arrested this month,” he disclosed.
He noted that steps are underway to replace the illegal meters, while NEDCo plans to roll out four mass revenue mobilisation exercises this year alongside strengthened customer service and communication strategies.
Water Sector Reforms and Stability
On the water front, Ing. Collins highlighted improvements in billing and payment systems, attributing progress to the introduction of electronic enrolment platforms, which have made bill submission and payments more convenient.
He disclosed that about 1,500 faulty water meters have been identified and will be replaced in due course. Addressing concerns about the impact of illegal mining on water supply, Ing. Collins assured stakeholders that the situation has been stabilised.
“The challenges posed by illegal mining to our operations have been resolved, and our systems are now in a stable condition,” he said.
Shared Commitment to Consumers
The engagement ended with a renewed commitment by PURC and utility providers to strengthen collaboration with stakeholders particularly the media to enhance service delivery, improve complaint resolution mechanisms, and protect the interests of consumers across the Bono Region.
Reporting by Daniel Donkor for Asaase News, Bono Region
