Overview of Consumer Affairs at PURA
One of the main functions of PURA, as mandated by the PURA Act 2001, is to protect consumers of the services it regulates while raising the awareness level of consumers through information and educational activities. PURA recognizes this aspect of its work as a critical success factor and has, and will continue to invest significant resources in this area.
To achieve this PURA has developed robust consumer protection mechanisms to ensure the effective fulfillment of this important mandate of PURA. As such PURA has placed emphasis on three broad areas in this regard:
Consumer Advocacy and Protection – PURA have developed excellent stakeholder relationship and teamed up with the Consumers Protection Association of The Gambia (CPAG). It is envisaged that through such collaboration we can collectively, and in partnership raise and increase the level and skill of advocacy and consumer protection thereby empowering consumers.
Consumer Codes Development and Monitoring – We have developed and continue to develop codes and guidelines for the sectors we regulate. Alongside that we have been monitoring action in relation to the rights, responsibilities and obligations expected between consumers and their service providers.
Consumer Information and Education – PURA have embarked upon successful media campaigns to make PURA more relevant and also to raise awareness about the work PURA does and the benefits it has for consumers
In carrying out our mandate as it relates to consumers and operators alike we have focused on two important approaches in the resolution of complaints. They are:
