REPUBLIC OF LIBERIA

 SERVICE DELIVERY CHARTER

NATIONAL FISHERIES AND AQUACULTURE AUTHOR

November 2025

Table of Contents

Table of Contents                                                                                  2

LIST OF ACRONYMS                                                                         3

FOREWARD                                                                                         4

ACKNOWLEDGEMENT                                                                     5

1      INTRODUCTION                                                                          6

1.1       Background                                                                                 6

1.2       Rationale                                                                                     6

1.3       Objectives                                                                                   6

1.4       Scope of Application                                                                7

2      WHO WE ARE                                                                              7

2.1       Vision                                                                                         8

2.2       Mission                                                                                     8

2.3       Principles                                                                                 8

3      OUR CUSTOMERS                                                                    0

4      OUR COMMITMENT TO YOU                                               1

4.1       Service Guarantee                                                                  1

4.2       Service Standards                                                                  1

5      FEEDBACK AND COMPLAINTS MECHANISM                2

5.1       Providing Feedback                                                                2

5.2       Submitting a Complaint                                                        3

5.2.1        How to File a Complaint:                                                  3

5.2.2        Complaint Handling Process:                                          3

5.3       Escalation Process                                                                  3

5.4       Confidentiality and Anti-Retaliation                                  3

6      WHERE WE ARE LOCATED                                                   4

7      OVERVIEW OF OUR SERVICES                                             5

7.1       List of Services, Eligibility Conditions, and Timelines By Department 7– 6 –

7.1.1        Personal HRD                                                                                                7– 10 –

8      YOUR RIGHTS & OBLIGATIONS AS A SERVICE USER                           8– 12 –

8.1       Your Rights as a Service User                                                                       8– 12 –

8.2       Your Obligations as a Service User                                                             8– 12 –

9      ANNEXES                                                                                                             9– 13 –

LIST OF ACRONYMS 

FORWARD

Dear Customers,

We are pleased to present to you the Charter of the National Fisheries & Aquaculture Authority (NaFAA) for the forthcoming four years 2025-2029. The Service Delivery Charter (SDC) will serve as a guide to the public on the quantity, quality, and conditions of services that we provide. The Charter also provides information about your rights and the channels for which you can report and get redress when your rights are violated.  

With this Charter, we are committing to providing our services at the highest possible standards and We’ll do our best to ensure effective implementation of the Charter. We welcome feedback from the public so that we can continuously improve on these standards and by extension, the quality of our services, for the betterment of the people of Liberia.

The Authority also recognizes that the delivery of quality service can only be achieved through a motivated professional workforce.  We shall, therefore, continue to invest in our staff and retrain them on a continuous basis. By outlining its commitments to you, this is seeking to match its quality of service to customers’ needs. The Authority therefore looks forward to continuous support from the public as it embarks on implementing this Service Charter.  

Cyrus Saygbe, Sr.

ActingDirector General

National Fisheries & Aquaculture Authorit

ACKNOWLEDGEMENT

A document like this takes the collective effort of numerous stakeholders, tirelessly contributing to the initiation, information gathering processes, document completion, and most importantly, to the effective implementation of this all-important document.

Accordingly, our sincere appreciation goes to the President of the Republic of Liberia, His Excellency, President Joseph N. Boakai Sr., through whose signature initiative, the Performance Management and Compliance System (PMCS), this requirement for service excellence was instituted. Our profound appreciation also goes to the Director General of the Cabinet, Hon. Nathaniel T. Kwabo, and the staff of the Cabinet Secretariat, for their guidance and support with this noble initiative. 

The development of this Charter would not have been possible without the vital technical assistance from the Consultant, Mrs. Doris Idahor, at the national level, and technicians at NaFAA.

Our appreciation also goes to the Director of Policy, Planning and Investment: Mr. Alexander Dunbar, the Director of Procurement: Mr. Patrick Kiadii, and the Comptroller of NaFAA, Mr. Amadou Morris for their valuable contribution and input to the development of this Charter. Your consistent focus and efforts have brought remarkable progress with the successful completion of this project.

Finally, our deepest appreciation goes to our many hardworking and dedicated staff, particularly the frontline employees, who daily represent NaFAA in interfacing with our valued customers and providing quality services to meet their needs. Your efforts and professionalism will bring to life the spirit of this Service Delivery Charter.

1         INTRODUCTION

1.1       Background

The National Fisheries & Aquaculture Authority is an arm of the Government of Liberia (GOL), responsible for [provide your constitutional mandate].  

This Service Delivery Charter (SDC) for the NaFAA, therefore, constitutes a social contract, commitment, and agreement between the NaFAA and citizens of Liberia. It sets out our services and responsibilities to continuously improve performance and quality of services to citizens. It enhances and fast-tracks the delivery of services to improve the lives of our people. The SDC enables service beneficiaries to understand what they can expect from us and forms the basis of engagement between NaFAA and citizens.

1.2       Rationale

The rationale for the development of this Service Charter is to guide the delivery of quality services to the people and ensure optimal utilization of limited resources in the shortest time possible. The Charter explains what NaFAA is supposed to provide in terms of services, as well as eligibility conditions for accessing these services. The charter will also serve as a benchmark to assess NaFAA’s performance, as defined by our mandate as stipulated in the 2017 Act creating the National Fisheries and Aquaculture Authority (NaFAA) and the GOL’s development plan.

The SDC shall allow NaFAA to:

• Define the services offered by us to the citizens of Liberia;
• Outline the service standards that underpin the services offered ; and
• Inventory our commitments towards meeting the general and specific needs of the public.

1.3       Objectives

The objectives of this Service Delivery Charter (SDC) are to establish clear service commitments and enhance the relationship between the National Fisheries & Aquaculture Authority and the citizens of Liberia. This Charter is designed to guide the institution in delivering high-quality, accessible, and responsive services. Specifically, the objectives are to:

1. Enhance Service Delivery Culture: Foster a culture of high standards and responsiveness within the institution, ensuring that public services are delivered effectively, efficiently, and professionally.
2. Clarify Roles and Responsibilities: Define the responsibilities of both the institution and service users, helping to set clear expectations and promoting accountability on both sides.
3. Promote Accountability and Transparency: Strengthen accountability by openly stating service standards, timelines, and processes, and by providing mechanisms for feedback and redress when standards are not met.
4. Encourage Continuous Improvement: Establish a foundation for ongoing improvements to service quality, informed by citizen feedback and periodic reviews of institutional performance.
5. Strengthen Public Trust: Build and maintain public confidence in the National Fisheries & Aquaculture Authority by demonstrating commitment to service excellence and addressing public needs with integrity and fairness.
6. Support National Development Goals: Align institutional service delivery with the Government of Liberia’s broader goals for development, good governance, and citizen engagement.
7. Combat Corruption and Promote Ethical Standards: Reinforce ethical standards in public service, reduce opportunities for corruption, and promote fair and equitable treatment for all citizens.

This Service Delivery Charter serves as a framework to achieve these objectives, ensuring that the National Fisheries and  Aquaculture Authority operates with transparency, reliability, and a focus on citizen-centered service.

1.4       Scope of Application

This Service Delivery Charter (SDC) applies to all departments, offices, and staff members of the National Fisheries and  Aquaculture Authority encompassing at both Administrative and technical offices. It is intended to guide all personnel in delivering consistent, high-quality public services to the citizens of Liberia, aligning with the standards and commitments outlined within this document.

Specifically, this Charter covers:

1. All Service Locations:
   • This includes the central office, regional branches, and any state-national      offices that provide public services on behalf of the NaFAA.
2. All Service Personnel:
   • The SDC applies to all staff, from frontline service providers to senior management, who interact with the public or contribute to service delivery.
3. All Public Services Provided by the Institution:
   • Each service offered by the National Fisheries and Aquaculture Authority      falls under the standards and commitments described in this Charter. It defines expected service levels, timelines, and customer care practices for all public-facing services.
4. Interactions with All Service Users:
   • The Charter governs the institution’s interactions with all clients, including citizens, businesses, and organizations that seek or utilize services from the National Fisheries & Aquaculture Authority

This Charter establishes a unified approach to service delivery across all levels and locations of the National Fisheries & Aquaculture Authority, ensuring that every citizen receives the same high standard of service, regardless of location or point of contact.

2         WHO WE ARE

The National Fisheries & Aquaculture Authority (NaFAA) is a key institution within the Government of Liberia, dedicated to providing essential services to the public. Our mission is to enhance the well-being of citizens through effective service delivery, accountability, and a commitment to excellence.

The National Fisheries & Aquaculture Authority (NaFAA) was created by an Act of National Legislation on October 9, 2017. It functions as a fully-fledged autonomous body pursuant to the Public Authorities Law of the Republic of Liberia. NaFAA has its roots in the erstwhile Bureau of National Fisheries, which operated as a unit within the department of Technical services of the Ministry of Agriculture from 1956 to 2017. 

2.1       Vision

The vision of the National Fisheries & Aquaculture Authority is to harmonize the varied and numerous long-term expectations of the primary, secondary and tertiary stakeholders, and recognizing the strengths, weakness, opportunities, and threats of the fisheries sector, a clear and unambiguous vision statement is crystallized as follows: This vision reflects our commitment to long-term improvements in public service and to promoting an inclusive, responsive government.

Providing increased profitable fisheries employment opportunities while offering an enabling environment for upgrading technical skills for enhanced value-added fisheries vocations.

Engaging participatory fisheries management institutions based on community and stakeholder structures for the creation of opportunities for socio-economic development.

Contributing to Gross Domestic Product, national food and nutritional security, and improving living conditions, by upgrading and adopting appropriate, modern, and efficient fisheries capabilities for increased fish production while reducing losses through illegal fishing.

Deriving net benefits from a vibrant fish trade supported by      value addition systems and fisheries infrastructure for fish landing and export, as well as efficient fishing input supply and distribution systems.

2.2       Mission

The mission of the National Fisheries & Aquaculture Authority (NaFAA)  order to facilitate the attainment of the overarching vision of the sector, Government, as essential operational actions, will promote: an improved institutional and legislative framework for fisheries management; adaptive research; community and stakeholder participation in capture and culture-based fisheries management and development; effective international, regional, sub-regional and bilateral cooperation for fisheries management; enhanced monitoring, control, and surveillance capabilities; and improve fish quality and value addition technologies for enhanced economic returns in fisheries Through this mission, we aim to address public needs with professionalism and dedication.

2.3       Principles

Our core principles are:

• Equity and Gender: In carrying out the mission, cognizance will be given to the active participation of women, youth, and the elderly in decision-making and sharing of responsibilities and benefits. The government’s actions will be guided by the principle of equity in all aspects of the sector. Inter and intra-generational equity, through resource management and environmental protection, gender equity in participatory management processes, and the user pays principle, where users of common property natural resources pay for access to contribute to cost of management, are best practices for guidance of policy actions.

• Sustainability: The long-term sustainable use of fishery resources is a prerequisite for gaining maximum benefits for Liberia for both present and future generations. Sustainability implies maintaining essential ecosystem functions and preserving a healthy habitat. This is consistent with the ecosystem approach to fisheries and the Code of Conduct for Responsible Fisheries, both of which provide for a holistic approach to the responsible use of fishery resources. In the case of uncertainty, the precautionary principle is applied and actions taken to reduce the risk of serious harm to fish stocks, habitat and the environment in general.

• Transparency: Transparency is an essential principle for underpinning good governance of the fisheries sector. It helps to guarantee fairness in the distribution of benefits and helps prevent corrupt practices, a requirement of the Constitution. Transparency implies accountability and openness in access to information, in the elaboration of plans, and in decision-making.

• Optimality: The best long-term use of available fisheries resources for the benefit of Liberians should be made in balance with the broader set of ecosystem services. Gaining the most out of this valuable renewable resource for Liberia implies a level of conservation that ensures that the biomass be conserved at a level approximating optimum productivity, that the species composition is maintained, and that, in the long-term, value addition takes place in Liberia rather than abroad. Benefits shall accrue to Liberians in the form of an appropriate balance between better nutrition, improved livelihoods, and revenue and foreign exchange.

• Inclusiveness: Participation across the range of management functions shall include, as far as is practically possible, the involvement of key stakeholders in the fisheries and aquaculture sectors. This includes sharing of management responsibilities ,   with fishers and other stakeholders who can enrich the management process with more direct knowledge of, and involvement with, the fisheries and the resources they utilize.

• Decentralization: The government’s policy of decentralization is relevant to policy implementation as responsibility for management of fisheries resources is devolved to the country authorities, concomitant with national resources allocation mechanisms to ensure benefits reach the counties for maximization of fisheries management participation at the local level.

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• Securing Small Scale Fisheries (SSF) access: The FAO SSF Guidelines provide the basis for consultation for securing access to resources by small-scale fisheries communities and giving them resource  stewardship responsibilities, reflecting this need for combining livelihood security and environmental sustainability. Optimization of the contribution of fisheries resources to the welfare of Liberians, particularly the vulnerable, will be achieved through preferential access to small-scale fishers in their traditional fishing grounds and ensuring that the industrial sector does not threaten fish stocks targeted by the small-scale sector. Preferential access will ensure continuous contribution of small-scale fisheries to poverty alleviation, social coherence, employment opportunities, in particular for women, income generation, and food security.

3         OUR CUSTOMERS

The National Fisheries & Aquaculture Authority is committed to serving a wide range of customers who rely on our services for various needs. Our customers include:

1. Citizens of Liberia
2. Foreign Direct Investors
   • All Liberian citizens, regardless of background, who seek services provided by the NaFAA
3. Residents and Non-Citizens
   • Individuals residing in Liberia who may require access to certain public services offered by the
4. Government Entities
   • Other national, regional, and local government agencies, ministries, and commissions that collaborate with or depend on our services for public administration and governance.
5. Businesses and Private Sector Organizations
   • Companies, non-profits, and other private sector entities that engage with the NaFAA for permits, licenses, compliance, or other regulatory services.
6. Development Partners and International Organizations
   • International organizations, NGOs, and development partners working with the Government of Liberia who depend on our services and information for project planning, implementation, and policy support.
7. Civil Society Organizations (CSOs)
   • Advocacy groups, community organizations, and other CSOs that partner with or engage with the NaFAA to support transparency, accountability, and citizen rights.

4         OUR COMMITMENT TO YOU

The NaFAA is dedicated to providing high-quality, efficient, and transparent services to all our customers. We are committed to upholding the following standards to ensure that every interaction is productive, respectful, and responsive to your needs.

4.1       Service Guarantee

Our service guarantee ensures that we will:

• Listen and Respond to Your Needs: Actively listen to your questions, concerns, and feedback, and respond promptly.
• Provide Friendly and Professional Service: Approach every interaction with courtesy, professionalism, and a focus on helping you achieve your goals.
• Deliver Accurate and Timely Services: Strive for precision in all services provided and adhere to published timelines, minimizing delays whenever possible.
• Ensure Confidentiality: Safeguard your personal information and handle all inquiries with the utmost respect for privacy.

4.2       Service Standards

The NaFAA upholds specific standards of service excellence to ensure that our commitments are met consistently. These standards include:

• Timely Responses:
  • Answer phone calls within three rings.
  • Respond to emails and written inquiries within five business days.
  • Acknowledge receipt of complaints within 48 hours and provide updates throughout the resolution process.
• Professional Conduct:
  • Treat every customer with respect, fairness, and dignity.
  • Offer clear, accurate information, avoiding technical jargon to ensure understanding.
  • Adhere to best practices in customer service, including follow-ups to confirm satisfaction.
• Accessibility and Inclusivity:
  • Make services available to all citizens, including provisions for individuals with disabilities or special needs.
  • Provide information through multiple channels (e.g., online, in person, by phone) to ensure accessibility for all.
• Commitment to Continuous Improvement:
  • Regularly review our performance against established standards and adjust services based on customer feedback and new best practices.
  • Conduct periodic assessments and seek customer input to refine and improve our services over time.

Our commitment to you is a promise of quality and reliability. We invite you to hold us accountable to these standards and to share your experiences so that we may continue to improve and serve you better.

5         FEEDBACK AND COMPLAINTS MECHANISM

The NaFAA values your feedback and is committed to addressing any concerns promptly and effectively. Our feedback and complaints mechanism is designed to ensure that every citizen has a voice in improving our services. We welcome both positive feedback and constructive criticism to help us continuously enhance the quality of our service.

5.1       Providing Feedback

We encourage you to share your experiences with us, whether positive or negative, so that we may understand your needs and expectations better. You can provide feedback through the following channels:

• In-Person: Visit our customer service desk at any NaFAA office, where a representative can assist you in submitting feedback.
• Online Form: Access our online feedback form on our website https://nafaa.gov.lr to submit your comments, suggestions, or experiences at your convenience.
• Email: Send us an email at info@nafaa.gov.lr and we will acknowledge receipt within 48 hours.
• Suggestion Boxes: Use suggestion boxes available at all of our service locations to submit anonymous feedback.

5.2       Submitting a Complaint

If our services do not meet your expectations or if you encounter any issues, please feel free to file a complaint. We are committed to addressing all complaints with urgency and transparency.

5.2.1      How to File a Complaint:

• By Phone: Call us at +231-777-001-193 to speak directly with a representative who will document your complaint and assist you with next steps.
• Written Complaint: Submit a written complaint by mail or at our service counters, addressed to info@nafaa.gov.lr or Nafaa Bushrod Island Monrovia, Liberia
• Complaint Form: Access and fill out our online complaint form on our website at info@nafaa.gov.lr

5.2.2      Complaint Handling Process:

1. Acknowledgment: We will acknowledge receipt of your complaint within 48 hours.
2. Investigation: Your complaint will be assigned to the relevant department for investigation. We will contact you if additional information is needed.
3. Resolution: We aim to resolve complaints within 21 days. If a resolution requires more time, we will provide you with regular updates.
4. Follow-up: After resolution, we may follow up with you to ensure satisfaction and receive any additional feedback.

5.3       Escalation Process

If you are not satisfied with the initial resolution, you may request an escalation to higher authorities within the NaFAA. We are committed to addressing escalated complaints with diligence to ensure a fair outcome.

5.4       Confidentiality and Anti-Retaliation

We handle all complaints and feedback with confidentiality and respect. Your feedback will not affect your access to services or result in any form of retaliation. We are committed to creating a safe environment for citizens to voice their concerns.

This feedback and complaints mechanism enables us to hear from you, respond effectively, and improve our services continuously. We value your input and are dedicated to providing the best possible service to the public.

6         WHERE WE ARE LOCATED

The National Fisheries & Aquaculture Authority is committed to providing accessible services to all citizens, with multiple locations to serve the public effectively. Below are the main locations, contact information, and operating hours where our services can be accessed. 

7         OVERVIEW OF OUR SERVICES

The National fisheries & Aquaculture Authority is dedicated to providing a range of services to meet the needs of Liberia’s citizens. This section outlines the specific services we offer, including eligibility requirements, timelines, and contact information for each department.

7.1       List of Services, Eligibility Conditions, and Timelines by Department

8         YOUR RIGHTS & OBLIGATIONS AS A SERVICE USER

8.1       Your Rights as a Service User

As a service user, you have the following rights:

• Right to Quality Service: Receive efficient, timely, and respectful service in all interactions.
• Right to Information: Access clear information regarding services, requirements, and timelines.
• Right to Privacy: Have your personal data handled with confidentiality and in accordance with data protection laws.
• Right to Redress: Lodge complaints and receive appropriate and timely responses to resolve issues.

8.2       Your Obligations as a Service User

To help us serve you better, we ask that you:

• Provide Accurate Information: Ensure that all documentation and information submitted are complete and accurate.
• Respect Service Protocols: Follow the established procedures for each service to facilitate smooth processing.
• Maintain Courtesy: Treat staff members with respect and patience, as we are committed to helping you.

9         ANNEXES

National Fisheries & Aquaculture Authority
Republic of Liberia
Customer Service Feedback Form

We value your feedback and are committed to improving our services. Please use this form to share your experience with us. Your comments help us serve you better.