There is always bound to be some form of discontent between consumers and service providers; either as a result of deliberate intent to commit foul play or oversight on the part of a particular provider, or a certain consumer group is indifferent to the efforts of its service provider.

This is the subject of serious confrontations in so many countries around the world. And the gravity of the situation in some countries is aided by the fact of the multitude of interest groups claiming to be representing the interests of different consumer groups.

Open protest against unfair treatment by consumers is not a common thing in this country, although one would be wrong to say that there is no cause for protest. The communication sector, especially the mobile phone industry, is the most wanting in this area. But there are many other service provision outlets in The Gambia that are also wanting in their service provision.

Redressing all these problems calls for a pragmatic approach. This is what we have been seeing in the last few years, following the establishment of the Public Utility Regulatory Authority (PURA), whose activities reflect the fantastic nature of the overall concept. The authorities there are clearly doing well.  

However, it is certain that the success of whatever they are doing now largely depends on the help of the general public, the main beneficiaries of the initiative.

Our view, therefore, is that PURA should be given the support it needs to continue on its path of ensuring that institutions serve their ultimate purpose, for which they are in existence.