GWL Splits Greater Accra Operations into Six Regions to Improve Customer Service

Ghana Water Limited (GWL) has restructured its distribution operations in the Greater Accra Region, splitting the existing three distribution regions into six smaller regions in a move aimed at bringing management closer to customers and improving service delivery.

The restructuring, which took effect on June 1, 2026, has divided the former Tema, Accra East and Accra West distribution regions into Tema West, Tema East, Accra West, Accra South, Accra East and Accra North.

The Public Relations Manager of the Accra East Region of GWL, Nana Yaw Barima Barnie, disclosed this during an interview with Isaac Addae on the Starr FM morning show.

He explained that the decision was intended to make the regions more manageable and enable the company to respond more effectively to customer concerns.

“Smaller things are better managed than bigger things,” Nana Barnie said, explaining that the new structure would enable GWL to get closer to customers, better understand their challenges and resolve them more promptly.

Accra East remains largest

According to Nana Barnie, the Accra East Region, which previously comprised 11 districts, has now been reorganised into five districts — Accra East, Accra North, Accra Central, Dome and Kwabenya.

Despite the reorganisation, he said, Accra East remained the largest region within GWL in terms of revenue collection and customer base.

Nana Barnie said the restructuring formed part of broader efforts by the company to improve its engagement with customers and enhance the efficiency of its operations.

Rationing remains necessary

On water supply challenges in the capital, he said rationing remained necessary because demand for potable water in Accra continued to exceed available supply. He explained that communities had been assigned rationing schedules, allowing residents to plan and store water ahead of periods when supply was unavailable.

He, however, noted that supply could also be interrupted by planned maintenance works, burst pipelines and repairs to equipment. According to him, growing demand makes it difficult to expand water production rapidly, as the construction of new treatment plants requires substantial financial investment and considerable time.

He, therefore, urged households to maintain adequate water storage capacity to help them cope during periods of temporary interruption.

Nana Barnie also raised concerns over outstanding water bills and illegal connections, saying the company regularly undertook revenue mobilisation exercises to recover unpaid bills.

He said GWL officials sometimes visited customers at their homes to encourage them to settle outstanding bills.

Customers who failed to pay their bills, he cautioned, risked disconnection, while those whose supplies had been disconnected over arrears would be required to settle the outstanding amount before reconnection. He appealed to customers to pay their bills regularly instead of allowing arrears to accumulate.

Nana Barnie explained that GWL relied heavily on internally generated revenue to finance its operations, including the payment of salaries and the purchase of chemicals, pipes, fuel and other operational requirements.

Digital systems introduced

As part of efforts to improve accountability and reduce disputes, GWL has also introduced electronic systems for meter reading and billing. Under the new system, Customer Care Assistants who read meters use mobile devices to record readings and take photographs of meters as evidence of the readings captured.

Customers are also receiving electronic bills instead of traditional paper bills.

The company has further expanded its digital payment options through its customer application and USSD platforms.

Through the GWCL Customers App, customers can check their bills, access payment and billing histories and make payments electronically. USSD services are also available for customers who prefer not to use the application.

Online applications for new connections

Nana Barnie disclosed that GWL had also moved its application process for new service connections online.

Customers seeking to connect homes, offices and other properties to the company’s pipeline network can apply electronically or obtain assistance at GWL offices. He urged applicants to provide accurate GPS information when submitting applications, warning that incorrect location details could make it difficult for GWL personnel to locate properties.

Nana Barnie concluded by appealing to customers in the Accra East Region to pay their water bills regularly and in full, stressing that revenue mobilisation was essential to the company’s ability to maintain its operations and provide reliable services.

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