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Since its inception in 2019, the Sunyani Regional Office of the Public Utilities Regulatory Commission has incorporated social media into its activities, which has had a positive impact on its operations over time.

"The Executive Secretary of the Commission, Mrs. Mami Dufie Ofori, has tasked staff of the Commission to intensify the projection of its good works through the use of social media and other platforms," the Regional Manager, Mr. Patrick Antwi, said in a statement issued to the media. The Commission is moving toward digitization in its operations, and the Regional Office is following the Executive Secretary's lead.

At the 5th Ghana Energy Awards (GEA) for the Energy sector in 2021, the Executive Secretary received the digital leadership impact award. Mrs. Ofori was given the award for her vision of digitization as the future of the Commission's regulatory mandate. She was instrumental in the Commission's acquisition of cutting-edge technology such as the PURC Human Resource Management Information System (HRMIS) and the PURC Data Base Management System (DBMS), and she is now pushing for staff to effectively use social media in their work.

When the Sunyani Office was established in 2019, five (5) WhatsApp platforms were initially created, but the number has now increased to twenty-seven (27). Major stakeholders (NEDCo & GWCL) are represented on these platforms, which are made up of consumer groups. The platforms aid in disseminating pertinent information and serve as channels for receiving and resolving complaints. In the years 2020 and 2021, when the COVID-19 pandemic broke out and movements were restricted, these platforms supplemented the Commission’s operational activities. This had an impact on public education programs, and as a result, social media was used as a novel way of reaching out to utility customers.

The Sunyani Office oversees the Ahafo, Bono, and Bono East Regions, and have created these WhatsApp platforms with district assemblies, the media, youth groups, and corporate institutions, among others." These platforms are also used by the Regional Office to monitor the quality and reliability of service delivered to consumers by regulated utilities. Voltage fluctuations, power outages, no water flow, pipe bursts, billing, metering, unlawful disconnections and non-reflection of payment are all examples of issues reported via these platforms. Complaints are submitted either as text messages, images, or videos, and are handled by the Commission's regional office.

 "Members of the WhatsApp platforms have also been educated on relevant Legislative Instruments (LIs), utility issues as well as the rights and responsibilities of utility consumers. The utilities representatives on the platforms also easily communicate with consumers about power outages or water rationing schedules. The Commission has benefited from the creation and use of the WhatsApp platforms in terms of improving the quality of service delivery in communities. These platforms have also brought consumers closer to the Commission" Mr. Antwi said.

In his closing statement, the Regional Manager mentioned that the Sunyani Office is aware of how much social media has evolved and will make every effort to utilize it effectively in their operations. He further reiterated the PURC’s mandate to continue to serve the interests of both consumers and regulated utilities.

The Public Utilities Regulatory Commission was set up as a multi-sectorial regulator by the Government of Ghana in October, 1997 under the Public Utilities Regulatory Act, 1997 (Act 538) as part of the utility sector reform process to regulate the provision of utility services in the electricity and water sectors.