Services & Processes
The Office of the Ombudsman provides essential services designed to ensure accountability, transparency, and ethical conduct among Liberia’s public officials. Our services are accessible to all Liberian citizens, government employees, and public stakeholders, aiming to protect the public’s interest and uphold high ethical standards across government functions.
The Office enables citizens and public officials to submit complaints regarding potential violations of Liberia’s Code of Conduct by public employees. Complaints may cover issues such as conflicts of interest, abuse of authority, corruption, and other unethical practices. Complaints can be submitted in person at the Office’s headquarters in Monrovia, through local offices in Liberia’s counties, or, soon, via an online portal and toll-free hotline.
Case Investigation and Hearing: Following complaint submission, the Office assesses whether the case falls within its mandate. For valid complaints, the Office conducts impartial investigations to gather evidence and establish facts. Where necessary, a formal hearing is held, allowing all parties to present evidence and ensure a fair resolution process.
Monitoring and Enforcement: In addition to resolving complaints, the Office proactively monitors compliance with the Code of Conduct across Liberia’s government institutions. When violations are confirmed, the Office recommends appropriate sanctions, such as suspension or dismissal, and may refer cases to other authorities for further action.
Public Education and Outreach: To foster a culture of integrity and transparency, the Office conducts outreach programs, engages with the community, and educates citizens on their rights and responsibilities regarding ethical governance. Through media campaigns, public forums, and community partnerships, the Office aims to increase awareness of the Code of Conduct and how to report violations.
The Office of the Ombudsman is committed to maintaining a transparent, accessible, and fair complaint process, empowering Liberians to participate in ethical governance and helping to build a trustworthy public sector.
Filing a complaint with the Office of the Ombudsman is a straightforward process designed to be accessible and respectful of all individuals’ rights to confidentiality and fair treatment. Here are the key guidelines for filing complaints:
Eligibility – Any Liberian citizen, public official, or employee who believes there has been a violation of the Code of Conduct by a public official is eligible to file a complaint. The Office encourages transparency and protects whistleblowers who may wish to remain anonymous.
Complaint Submission Options:
- In-Person Submission – Complaints can be submitted in person at the Office’s headquarters in Monrovia or any of the local offices across Liberia’s 15 counties.
- Online Portal and Hotline (coming soon) – The Office is developing an online complaint portal and a toll-free hotline to ensure easier access for citizens across the country.
Required Information – To expedite the process, complainants are encouraged to include the following details:
- Complainant’s name and contact information (optional for anonymous submissions)
- Date (s) of the alleged misconduct
- Name(s) of the accused official(s)/ institutions and their position(s)
- A detailed description of the alleged violation(s) of the Code of Conduct
- Any relevant evidence or documentation supporting the complaint
Complaint Review and Acknowledgment – Upon receipt, the Office reviews the complaint to determine its validity and relevance to the Office’s mandate. Within two business days, the complainant will receive an acknowledgment along with a unique case reference number for tracking purposes.
Investigation Process – If the complaint is found to be valid, an investigation will be launched. The Office’s investigators will gather evidence, interview witnesses, and consult with other government agencies if necessary to thoroughly assess the situation.
Hearing and Resolution – In cases where a hearing is warranted, both the complainant and the accused will be notified in advance and allowed to present evidence and witnesses. The Office of the Ombudsman strives to resolve cases impartially and issues a written decision within a specified time frame, outlining findings, conclusions, and recommended actions.
Confidentiality and Protection – All complaints are handled with strict confidentiality. The Office takes measures to protect the identities of complainants, particularly in cases involving whistleblowers. Information is disclosed only to parties directly involved or as required by law.
The Office of the Ombudsman ensures a fair, respectful, and transparent process for all complaints, enabling citizens to engage confidently in the pursuit of ethical governance across Liberia, once the above guidelines are adhered to.
