One of the main functions of PURA, as mandated by the PURA Act 2001, is to protect the interest of consumers of all regulated services. The Consumer Affairs Department of PURA believes that this can be best achieved through the following themes:
INFORM- as to what gives in relation to products and services that they consume
EDUCATE- as to their rights and obligations
PROTECT –from unscrupulous activities
The Director of Consumer Affairs is assisted by a team made upof the following staff;
Consumer Affairs Manager
Consumer affairs Supervisor I
Consumer affairs Supervisor II
The Department's Mission/ Motto
Is to serve as the industry’s watchdog charged with educating, informing and protecting consumers in a professional and courteous manner
“So talk to us, so we can help you”
•To be the primary expert, for the regulated sector •The principal information source, •The consumer protector, •The educator and problem solver for all regulated services • Objectives
•To create a visible and credible Consumer Affairs Bureau that would serve as a One-Stop Shop which stakeholders can rely upon for information on the regulated industry. •To generate an unmatched awareness of consumer rights in the country by establishing a strong bureau that would monitor and control certain activities within the regulated sectors with a view to protect consumers from unscrupulous practices in the industry. To innovatively exploit all channels of communication in offering education to the subscribers on a continuous basis.
These objectives can only be achieved through the following strategies:
By empowering consumers through education. We would produce fact-sheets, brochures, and organize public and communities out-reach programs to help consumers make informed decisions from the various services that they consume.
By protecting consumers through the establishment of a Call Center (Help-desk 148). The call center is managed by Consumer Affairs Supervisors and Assistants, who respond courteously to inquiries, investigate and solve complaints in a professional and efficient manner.
If the help-desk specialists are not able to solve the compliant, the complaint is escalated for resolution.
Mediate and resolve disputes between consumers and service providers.