PURA launches sixth edition of bantaba outreach to strengthen consumer engagement

The Public Utilities Regulatory Authority (PURA) has launched the sixth edition of its flagship initiative, the Bantaba Outreach Program, at a ceremony held at its head office in Kanifing. The event was attended by PURA board members, staff, service providers, and other stakeholders.

This year’s edition, themed “Listening to Consumers, Improving Services,” marks another major step in PURA’s ongoing commitment to strengthening dialogue with consumers, particularly in rural communities across The Gambia. 

The Bantaba Outreach aims to bring the regulator closer to the people by engaging directly with consumers to understand their challenges, strengthen collaboration with service providers, and use feedback to improve the quality, accessibility, and reliability of essential public services nationwide. 

As Bantaba 2025 officially kicks off, PURA reaffirmed its pledge to ensure equitable access to reliable and high-quality utility services ensuring that no consumer is left unheard.

In her opening remarks, Madline Badjie, Manager of Consumer and Corporate Affairs, described Bantaba 2025 as one of the most important programs under the Directorate of Consumer Affairs (DCA). She said the initiative bridges the gap between regulators, service providers, and consumers through open, face-to-face dialogue.

“As the directorate responsible for consumer affairs, we always want to hear directly from the people. The chosen theme this year truly reflects our dedication to improving services through listening and engagement,” Ms. Badjie said.

She added that the personal interaction with consumers allows PURA to understand their needs better and ensure they receive value for money.

Speaking at the event, Ngoju L. Bah, Director General of PURA, reiterated that the Bantaba Outreach remains a cornerstone of the Authority’s mission to make regulation responsive to the realities faced by Gambians across all regions.

“This initiative gives us a unique opportunity to obtain firsthand information about the experiences and challenges of consumers regarding the services we regulate,” Mr. Bah said. “By listening to consumers, we can identify service gaps, address complaints, and work with providers to improve efficiency and reliability in electricity, water, telecommunications, and broadcasting.”

Over the next ten days, PURA officials and representatives from major service providers would travel across the country, holding forums in various rural communities to directly engage consumers. The Director General also highlighted tangible benefits from previous Bantaba editions, including improvements in communication infrastructure and rural electrification.

Lucy M. Fye, Chairperson of the PURA Board, praised the Bantaba initiative as a model of participatory regulation and accountability. She revealed that since its inception, the program has reached over 90 villages, impacting nearly 45% of communities nationwide through clustered outreach activities.

“This initiative reflects PURA’s commitment to transparency, accountability, and inclusiveness,” Ms. Fye noted. “Face-to-face engagement builds trust and ensures that consumer voices influence policy decisions and regulatory standards.”

She commended the DCA team for extending PURA’s mandate beyond urban centers and encouraged outreach teams to maintain professionalism, empathy, and patience during their engagements.

“Engage with empathy, listen with patience, and ensure that every voice you hear is valued,” she urged. “Together, we can strengthen consumer protection, promote excellence, and bridge the gap between regulation and the realities of everyday life.”