For years, many citizens in Cameroon's North-West Region viewed administrative disputes with public institutions as battles that often ended in frustration, lengthy court procedures or complete silence. Today, an increasing number are choosing a different path one built on mediation, dialogue and accountability.
Five years after the Office of the Public Independent Conciliator (PIC) became operational, the institution is gradually emerging as an important mechanism for resolving conflicts between citizens and public authorities, while encouraging greater transparency and responsiveness in local governance.
The institution marked its fifth anniversary in Bamenda on Wednesday, bringing together government officials, traditional authorities, civil society organisations and community representatives to assess its contribution to improving relations between public administrations and the people they serve.
Speaking during the ceremony, the North-West Regional Public Independent Conciliator, Tamfu Simon Fai, said the office has handled 261 petitions since its establishment in 2021, resolving more than 80 percent of admissible complaints through mediation rather than litigation.
According to him, behind every complaint lies an individual seeking fairness, respect and access to public services.
"Our responsibility goes beyond resolving disputes. It is about restoring confidence in public institutions and ensuring that every citizen feels heard," he said.
The journey, however, has not been without challenges.
The office started operations with no established administrative procedures, limited public awareness and minimal logistical resources. Over the past five years, it has developed a multidisciplinary team of 18 staff members and expanded its reach through community-based focal persons who now facilitate its services in remote parts of the region despite persistent security challenges.
Representing the President of the North-West Regional Executive Council, Prof. Fru Angwafo III, Vice President of the Regional Executive Council and President of the House of Chiefs, HRM Fon Nfor Amidu Nji, described the conciliator as a key institution in strengthening good governance at the regional level.
He said the office has played a significant role in reducing tensions between citizens and public authorities by promoting dialogue and peaceful resolution of administrative disputes."There can be no sustainable development where trust between institutions and citizens is absent," he noted, adding that the Regional Assembly remains committed to supporting initiatives that promote accountability, transparency and improved public service delivery.
Beyond dispute resolution, the institution has increasingly focused on civic education, helping communities understand their rights and responsibilities within the decentralisation process.
Through public sensitisation campaigns and town hall meetings, citizens have been encouraged to obtain civil status documents, participate in council deliberations and hold local authorities accountable for development initiatives.
One group that says it has particularly benefited from these outreach activities is the Coordinating Unit of Associations of Persons with Disabilities in the North-West Region.
Its Regional Board Chair, Nunying Amir, recalled that many persons with disabilities previously had little knowledge of their legal rights or opportunities to engage with local councils. "We were not aware that we could participate in council sessions, ask questions about development projects or contribute to decisions affecting our communities," she said.
She explained that awareness campaigns organised by the Public Independent Conciliator since 2024 have empowered disability associations to engage more actively with municipal authorities and demand greater respect for their rights.
"We now approach councils with confidence because we understand what the law provides for us. That awareness is already making a difference," Amir said.
While commending the office's efforts, she urged public authorities to accelerate implementation of the 2010 law protecting persons with disabilities, stressing that awareness must now be matched with concrete action.
As insecurity continues to affect many parts of the North-West Region, including attacks on public officials, kidnappings and displacement of communities, the Public Independent Conciliator says it has maintained mediation missions, governance assessments and community outreach activities across the region.
Looking ahead, the institution plans to intensify public awareness campaigns, strengthen complaint management systems and deepen collaboration with councils, traditional authorities and civil society organisations.
Five years on, the experience of the Public Independent Conciliator suggests that strengthening governance is not always about creating new laws or institutions. In many cases, it begins by giving citizens a platform to be heard and ensuring that public authorities respond through dialogue, fairness and accountability.
As the office embarks on its next phase, sustaining public confidence and translating mediation into lasting improvements in service delivery will remain the true measure of its success.
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