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December 15, 2025
PURA Validates the Cost-of-Service Study at the African Princess Hotel on 4th November 2025.
Frequently Asked Questions (FAQs)
Who is PURA, and who do we regulate?
PURA is the Public Utilities Regulatory Authority responsible for regulating public utilities and certain service providers. PURA does not regulate institutions such as banks, labor offices, immigration services, or other non-utility government agencies.
What is PURA’s mandate?
PURA’s mandate includes regulating tariffs, setting and enforcing service standards, protecting consumers, promoting fair competition, and ensuring transparency and accountability in regulated sectors.
Does PURA provide utility services directly?
No. PURA does not provide services such as mobile phone, internet, electricity, or water. These services are provided by licensed operators. PURA regulates and supervises them.
Which sectors does PURA regulate?
PURA regulates public utilities and services such as:
- Electricity
- Water and sewerage
- Telecommunications
- Downstream petroleum
- Broadcasting
- Other services may be prescribed by law.
How does PURA protect consumers?
PURA protects consumers by:
- Approving fair and reasonable tariffs
- Monitoring service quality and performance standards
- Handling consumer complaints and disputes
- Ensuring service providers comply with regulatory requirements.
- Promoting transparency and accountability in regulated sectors
How can I submit a complaint to PURA?
Consumers can submit complaints by:
- Visiting PURA’s office in person at 94 Kairaba Avenue
- Sending a written complaint via email
- Call our toll-free 148 for free
Complainants are advised to first raise the issue with the service provider before escalating it to PURA.
What information should I include when making a complaint?
When submitting a complaint, please include:
- Your full name and contact details.
- Name of the service provider
- Account or meter number (if applicable)
- A clear description of the issue
- Copies of any relevant documents (bills, receipts, correspondence)
Can my service be disconnected without notice?
Disconnection procedures must follow approved rules. Consumers must be given notice and reasons for disconnection, except in cases such as illegal connections or safety risks
Does PURA set utility tariffs?
Yes. PURA reviews and approves tariffs to ensure they are fair, cost-reflective, and affordable while allowing service providers to operate sustainably.
How does PURA decide on tariff changes?
Tariff decisions are based on:
- Cost of service studies
- Public consultations and stakeholder input
- Performance of the service provider
- National policies and legal frameworks
Does PURA engage the public before making decisions?
Yes. PURA conducts public consultations, stakeholder meetings, and hearings to gather input before major regulatory decisions, including tariff reviews.
Can service providers operate without PURA approval?
No. All regulated service providers must be licensed or authorized by PURA and comply with the terms and conditions set by the Authority.
What should I do if a service provider fails to meet service standards?
You should report the issue to the service provider first. If the matter is not resolved, you may escalate the complaint to PURA with supporting evidence.
Where can I find PURA laws, regulations, and guidelines?
All relevant laws, regulations, decisions, and guidelines are available on the PURA website
How can I contact PURA?
Contact details, including office address, telephone numbers, and official email addresses, are available on the “Contact Us” page of the PURA website.
What issues can customers complain about?
Customers may complain about issues such as:
- High or incorrect billing
- Poor quality of service
- Unjustified disconnections
- Delays in new connections
- Failure to respond to complaints by service providers.
- Breach of license or service standards
Do customers have responsibilities or obligations?
Yes. Customers in The Gambia have responsibilities including:
- Paying bills on time according to agreed tariffs
- Reporting faults, leaks, or service issues promptly
- Following safety guidelines provided by service providers
- Respecting service provider equipment and infrastructure
- Providing accurate information when applying for services or licenses
What happens when PURA receives a customer complaint?
When PURA receives a complaint, it is registered and reviewed. PURA may request additional information, engage the service provider for clarification, and assess the matter against regulatory standards. PURA then issues guidance, mediation, or a regulatory decision where necessary.
Who should I contact for short code enquiries or renewal?
All enquiries related to short codes, numbering resources, or renewals should be submitted formally to PURA through the official contact details provided on the website. Assigned officers will respond based on the nature of the request.
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94 Kairaba Avenue, KMC, The Gambia
Phone: +220 4399601
Fax: +220 4399605
Email: info@pura.gm / corporateaffairs@pura.gm
Working Hours
Monday – Thursday: 08:30am – 04:00pm
Friday: 08:30am – 12:30pm
Saturday & Sunday: Closed
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