By Seedy Jobe
The national youth president of the United Democratic Party, Hagi Suwaneh, has accused the country’s state-owned utility, National Water and Electricity Company, of persistent service failures and mistreatment of customers, citing his own experience as emblematic of broader systemic problems.
In a statement, Mr. Suwaneh said the utility had failed to meet one of its most basic obligations: issuing regular monthly bills. He alleged that, despite not receiving any statements at his residence over an extended period, his electricity and water services were disconnected for nonpayment.
“For an extended period, NAWEC has failed in its fundamental responsibility to provide me with regular monthly bills,” he said. “Despite never delivering a statement to my premises, they have proceeded to disconnect my services, effectively punishing a customer for their own internal failures.”
Mr. Suwaneh described what he called a pattern of administrative lapses and poor customer service, arguing that his case reflected the experiences of many Gambians who rely on the utility. He said the company routinely fails to deliver accurate and timely billing, leaving customers uncertain about their obligations.
“It is not the customer’s job to guess their balance when the provider fails to issue a statement,” he said. “Disconnecting a household for ‘owing’ when no bill was ever presented is a clear violation of fair utility practices.”
He also criticized what he characterized as a culture of disregard among some employees, accusing staff members of treating customers with contempt rather than addressing their concerns.
According to Mr. Suwaneh, his attempt to seek clarification from the company was met with a dismissive response. He said he was told to take his complaint to the Public Utilities Regulatory Authority, a move he interpreted as an effort to deflect responsibility.
“When I asked for clarification on how I could owe money for bills I never received, I was met with a dismissive ‘Go to PURA’ response,” he said.
Mr. Suwaneh called on NAWEC to improve its billing systems and customer service practices, urging the company to treat consumers with fairness and respect.
“NAWEC must understand that their authority comes with the responsibility to serve, not to harass and exploit the Gambian people,” he said.
Officials from NAWEC had not responded to Mr. Suwaneh’s complaints as of press time.
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