Residents of Bolgatanga in the Upper East Region have gained fresh insight into water production, distribution, and billing systems following a customer engagement led by Ghana Water Limited.
The sensitisation programme, held under the theme “Building Trust Through Transparency,” brought together utility officials, consumers, and stakeholders to deepen public understanding of the company’s operations and strengthen cooperation with customers.
Opening the session, the Regional Distribution Manager, Ing. Yaw Nimako Amoah, underscored the central role customers play in the survival of the company, noting that service delivery is directly tied to consumer support and prompt bill payments.
“Without the customer, Ghana Water Company would cease to exist,” he stated, stressing that the provision of potable water to urban communities, including Bolgatanga and its environs, comes at a significant operational cost.
Participants were taken through the full cycle of water processing, from abstraction to treatment and final distribution. Ing. Amoah explained that raw water undergoes rigorous chemical treatment to ensure it is safe for consumption before being pumped through extensive pipeline networks to homes and businesses.
He emphasised that the process requires substantial financial investment, including the procurement of treatment chemicals, maintenance of pipelines, and other operational logistics needed to deliver water across communities.
A major highlight of the engagement was the promotion of simplified billing and payment channels designed to enhance customer convenience. Ing. Amoah demonstrated how customers can use USSD codes such as *1010# and *170#, as well as mobile applications, to pay bills, monitor usage, and access account statements without visiting physical offices.
Customers were encouraged to adopt these platforms to reduce delays and eliminate risks associated with sending third parties, especially children, to make payments on their behalf.
Some participants described the session as eye-opening. A customer, Atanga Ayine Frank, said the programme helped clarify misconceptions about water quality, noting that many household issues stem from pipeline breakages rather than treatment failures.
He also commended the company’s responsiveness to reported leakages, describing recent interventions as swift and commendable.
Despite the positive feedback, Mr. Ayine called for expanded coverage, indicating that several communities remain unconnected to the main distribution lines, limiting access to potable water.
“We will always want more,” he said, urging the company to extend pipelines to underserved areas, including his community.
Another participant, Kamilu Adongo, noted that the education on digital billing systems was particularly beneficial, as it removes the need for in-person visits to company offices.
The engagement forms part of Ghana Water Limited’s broader strategy to improve transparency, enhance service delivery, and build lasting trust with consumers.
Ing. Amoah reiterated the company’s commitment to continuous public education and infrastructure expansion but emphasised that customer cooperation, especially timely bill payment, is essential to sustaining operations and funding maintenance works.
A1 Radio | 101.1 MHz | Samuel Adagom | Bolgatanga
