Consumer Complaints Must Lead to Real Solutions, PURA Deputy Chief Says at 9th Consumer Parliament

By Seedy Jobe

The Public Utilities Regulatory Authority (PURA) has reaffirmed its commitment to consumer protection, transparency, and accountability, emphasizing that every consumer complaint deserves attention as the regulatory body convened its ninth Consumer Parliament over the weekend.

Held under the theme “Bridging the Gap Between Service Providers and Consumers,” the forum brought together consumers, regulators, and senior representatives of utility service providers, including the National Water and Electricity Company (NAWEC) and the Kanifing Municipal Council (KMC), to discuss service delivery challenges and explore ways to improve accountability and communication.

Delivering the keynote address on behalf of PURA Director General Dr. Njogu L. Bah, Deputy Director General Solo Sima said effective regulation must be grounded in public engagement and the willingness of service providers to respond to consumer concerns.

He described the Consumer Parliament as an important platform for ensuring that the voices of ordinary Gambians influence regulatory decisions and improvements in essential services.

Mr. Sima said PURA’s regulatory responsibilities extend across electricity, water, sewage and telecommunications, sectors in which consumers expect reliable, affordable and quality services.

He emphasized that consumers’ everyday experiences provide valuable insights into shortcomings in service delivery, helping the authority identify problems and determine where corrective measures are necessary.

According to Mr. Sima, effective regulation requires more than establishing rules and enforcing compliance. It also demands transparency, accountability and sustained engagement between regulators, service providers and the public.

To strengthen consumer participation and access to redress, he said PURA had established several engagement mechanisms, including its 148 consumer call center, consumer education programs, the Bantaba community outreach initiative and the PURA Student Ambassador Initiative.

Mr. Sima also acknowledged that the regulatory authority itself must remain open to criticism and improvement.

He conceded that PURA does not have all the answers and that some of its processes could be more efficient, stressing that public confidence depends on institutional honesty and responsiveness rather than claims of perfection.

He said consumer trust is earned through a willingness to listen, explain regulatory decisions and take meaningful action in response to public feedback.

Describing the Consumer Parliament as an inclusive forum, Mr. Sima assured participants that disagreement with PURA would not prevent their concerns from being heard.

He pledged that the authority would continue strengthening regulatory oversight, monitoring compliance and protecting consumer interests while demanding greater accountability from service providers.

To illustrate the potential impact of public engagement, Mr. Sima recalled a complaint raised during an earlier Consumer Parliament by a resident of Gunjur concerning contaminated borehole water.

Following discussions with NAWEC, he said, the concern was addressed through the extension of a water pipeline from Nyofeleh to the affected community.

He cited the intervention as evidence that constructive dialogue between consumers, regulators and service providers can produce tangible improvements in people’s lives.

Mr. Sima expressed appreciation to the Kanifing Municipal Council for hosting the event and acknowledged the contributions of local authorities from Bundung, Ebo Town, Tallinding, New Jeshwang, Old Jeshwang, Latrikunda Sabiji and Fajikunda in organizing the forum.

He urged participants to raise their concerns openly and constructively, while calling on service providers to take the issues seriously and identify practical measures to address them.

Mr. Sima stressed that the success of regulation should ultimately be judged not by the number of rules introduced or enforcement actions taken, but by improvements in the quality of services available to the public.

He called for the discussions to produce concrete commitments and measurable outcomes, warning against allowing the Consumer Parliament to become merely another platform for exchanging grievances without meaningful follow-up.

His remarks reinforced PURA’s stated commitment to making consumer engagement a central part of regulatory oversight and ensuring that public concerns translate into improvements in essential services across The Gambia.