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1. RECEIPT OF COMPLAINT

A complaint can be made in person, or in writing, or by telephone on +232-88-601-523, or via email at This email address is being protected from spambots. You need JavaScript enabled to view it.. All relevant documents to substantiate the allegation(s) must be attached to the complaint.

Timeline: 08:30am - 5:00pm Monday - Friday

2. ACKNOWLEDGMENT OF COMPLAINT

The complaint will be registered and filed with a reference number. A letter of acknowledgement will be issued to the complainant.

Timeline: Within five (5) working days of receipt of complaint

3. ASSESSMENT OF COMPLAINT

The complaint will be thoroughly examined to determine the appropriate line of action to resolve it. The complainant will be informed about the proposed line of action.

Timeline: Within five (5) working days of receipt of complaint

4. REFERRAL OF COMPLAINT

If the complaint does not fall within the mandate of the Ombudsman, the matter will be referred to the appropriate agency or the complainant will be advised on the appropriate remedial action(s) to pursue.

Timeline: Within five (5) working days of receipt of complaint

5. CONTACTING RESPONDENT

The complaint will be forwarded as written to the agency or official against whom the complaint was made for a response to the allegation(s) contained therein.

Timeline: Within five (5) working days of receipt of complaint

6. FEEDBACK ON THE RESPONSE OF THE RESPONDENT

The complainant will be informed about the reply to his/her allegations from the agency he/she had complained.

Timeline: Within five (5) working days of receipt of reply

7. MEDIATION

Upon examination of the response and the supporting documents form both sides; and where it is deemed an appropriate remedy, the Ombudsman will facilitate negotiation and compromise between and among the parties concerned. (Section 7(1)(b)(i) of the Ombudsman Act, 1997)

Timeline: Within twenty (20) working days of receipt of reply.

8. INVESTIGATION REPORT ON THE COMPLAINT

Where the complaint cannot be resolved by mediation, the Ombudsman will fully investigate the matter and write a report on his findings with recommendations for remedial action(s). The report will be forwarded to the Head or the Minister responsible for the agency against which the complaint made. (Section 7(1)(b)(ii) of the Ombudsman Act, 1997

Timeline: Within thirty (30) working days of giving a written notification of investigation depending on the nature of the complaint. Complex investigations may take longer period to conclude.

9. FOLLOW-UP ON INVESTIGATION REPORT

The Ombudsman will engage the Head or the Minister responsible for the agency investigated on the the report to ensure compliance with the recommendations contained therein. (Section 13(1) of the Ombudsman Act, 1997)

Timeline: Within three (3) months of presenting the report to the Minister or Head of the agency investigated..

10. LETTER TO THE PRESIDENT ABOUT A COMPLAINT

Where the agency fails to comply with the recommendations of the Ombudsman, the Ombudsman will write to His Excellency the President with respect to the complaint and recommendations included in the investigation report for necessary action.(Section 13(3) of the Ombudsman Act,1997)

Timeline: Within six (6) months of presenting the report to the Minister or Head of the agency investigated.

11. REPORT TO PARLIAMENT ABOUT A COMPLAINT

Where His Excellency the President could not act on an investigation report forwarded to him, the Ombudsman will forward the report to the Speaker of Parliament for presentation to Parliament for its consideration. (Section 14 of the Ombudsman Act, 1997)

Timeline: After three (3) months of presenting the report to the President.