The draft document seeks to serve as a benchmark for enhancing the quality of electricity services provided to consumers in The Gambia. Additionally, the validation of this document underscores the Authority’s commitment to creating the sound regulatory environment that allows for improvement in electricity service delivery as well as enhancing customer satisfaction.
Welcoming the gathering, Musa Njie, Director of Petroleum, Water and Electricity at PURA, while describing the regulations as first of its kind, stated that the event marks another milestone in the development of The Gambia’s power sector.
He recalled that since the development of the National Roadmap in 2017, government and key stakeholders have made significant progress to transform the country’s power sector toward achieving Universal Access by end 2025 and beyond.
"It is along this line, that PURA is also committed to marking tremendous efforts by reforming and improving the regulatory environment for the power sector. And this must go hand-in-hand with the infrastructural development and project that government is undertaking to attain sustainable service delivery in the energy sector."
Dr. Njogou L. Bah, Director General of PURA, reminded that Quality of Service Regulations represents a critical step towards ensuring that utility service providers meet the expectation of consumers in terms of quality, reliability and accessibility of electricity services across the country.
The initiative, he added, directly aligns with the Gambia Government’s commitment to Universal Access ensuring that all Gambians, regardless of geographic location or socio-economic status, have access to affordable, reliable and quality electricity.
"This commitment is rooted in the understanding electricity is not a luxury, but a necessity for modern life, a fundamental enabler of education, healthcare, business and overall social and economic transformation. These regulations should therefore be viewed as a key regulatory instrument that supports the government’s broader development agenda, particularly the National Development Plan and the Universal Access and Service Policy for Electricity."
PURA DG maintained that at the institution, they firmly believe that all customers have a right to value for money across all utility services, adding that the development of these QoS Regulations is a clear expression of that principle.
DG Bah noted that as customers they recognise that electricity is a cross-cutting enabler impacting every individual, business and institutions.
"Its availability and quality underpin the effective functioning of our economy and the wellbeing of our citizens. It is therefore our shared responsibility as regulator, service providers and consumers to foster and uphold the quality, efficiency and sustainability of electricity services."
He outlined that PURA remains steadfast in its mandate to developing and enforcing regulatory frameworks that promote inclusivity, safeguard consumer rights and encourage operational excellence.
To that end, he urged consumers to actively exercise their rights to lodge formal complaints through the appropriate channels, adding that this is essential to making the regulatory system more responsive and effective.
The draft Quality of Service Regulations being reviewed, he added is more than just a compliance framework, but rather are practical tools designed to protect consumer rights, promote accountability and provide clarity and predictability for operators.
"For consumers, these regulations ensure transparency, fairness and measurable service standards. For operators, they offer a clear and consistent framework to guide planning, investment and operational performance ultimately supporting the government’s 2025 Universal Access Agenda and contributing to the long-term sustainability of the electricity sector."
