PURC Adopts Social Media In Resolving Consumer Complaints
The Public Utilities Regulatory Commission (PURC) has resorted to the use of social media for prompt lodging and resolution of complaints by consumers. The Commission has created several WhatsApp platforms across the country where consumers lodge complaints and are resolved in record time.
As part of the technological advancement, the Bono East Regional Office of the Commission recorded One thousand two hundred and seventy-five (1275) complaints against the Northern Electricity Distribution Company (NEDCo) and Ghana Water Limited (GWL) in the first half of the year.
An astonishing 84% of these complaints were lodged through WhatsApp. A total of One thousand two hundred and twenty-three (1223) were resolved representing a resolution rate of 96%.
The Commission in analysing complaints received over the period identified that majority of the complaints were lodged against NEDCo.
Out of the 1275 complaints, NEDCo had 1260 amounting to about 98% of the complaints received.
It was realized that quality of service was the most complained about, that is, outages, low voltages, no flow of water and faulty transformers.
The Commission over the period also facilitated the passage of credit sales adjustment of the tune of GHS90,055.69 in favour of eleven (11) customers.
The Commission has further encouraged consumers who have challenges with their water and electricity supply to lodge complaints with it without any charge.
-Overseronline.com
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