Service Delivery Charter
A social contract committed to high standards, transparency, and accountability for the people of Liberia.
November 2025
"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.
Cyrus Saygbe, Sr.
Director General, NaFAA
1. Introduction
The National Fisheries & Aquaculture Authority is an arm of the Government of Liberia (GOL), responsible for the sustainable management of fisheries.
Rationale
To guide the delivery of quality services to the people and ensure optimal utilization of limited resources. It serves as a benchmark to assess NaFAA’s performance.
Objectives
- Enhance Service Delivery Culture
- Promote Accountability and Transparency
- Encourage Continuous Improvement
- Strengthen Public Trust
2. Who We Are
Providing increased profitable fisheries employment opportunities while offering an enabling environment for upgrading technical skills for enhanced value-added fisheries vocations.
To promote an improved institutional and legislative framework for fisheries management, adaptive research, community participation, and effective monitoring for enhanced economic returns.
Our Principles
3. Our Customers
Including businesses, development partners, and civil society organizations.
4. Our Commitment to You
Service Standards
- 1Answer phone calls within three rings.
- 2Respond to emails and written inquiries within five business days.
- 3Acknowledge receipt of complaints within 48 hours.
5. Feedback & Complaints
How to File a Complaint
By Phone
Call us at +231-777-001-193
By Email/Writing
Email: inquiries@nafaa.gov.lr or visit our Bushrod Island office.
Handling Process
Acknowledgement: Within 48 hours.
Investigation: Assigned to relevant department.
Resolution: Aim to resolve within 21 days.
6. Where We Are Located
| Department | Location | Contact |
|---|---|---|
| Customer Services | Corporate Office | |
| Policy, Planning & Investment | Corporate Office | 0886454162 |
| Human Resources | Corporate Office | 0777002217 |
| Aquaculture & Inland Fisheries | Technical Building | 0770758027 |
| Marine Fisheries | Technical Building | 0777660069 |
| Admin & General Services | Corporate Office | 0886646128 |
| Monitoring & Surveillance | Technical Office | 0770366583 |
| Research Services | Technical Offices | 0775717273 |
| Finance | Corporate Office | 0770164669 |
| Procurement | Corporate Office | 0886942170 |
| Environment & Climate | Corporate Office | 0886525803 |
7. Overview of Services
Sample of key services provided (full list available at HQ):
| Service | Eligibility | Cost / Fees | Timeframe |
|---|---|---|---|
| License Fees & Permits | |||
| Industrial Fishing Vessel Trawler | Qualified Liberian citizens + FDI | License: $1,250+ Observer: $10,800 Processing: $250 Pre-Licensing: $1,000 Quota: 10% fees | 1 – 2 weeks |
| Semi-Industrial Fishing Vessel | Qualified Citizens + FDI | Observer: $5,520 Annual Quota: ~10% | 1 – 2 Weeks |
| Certificates & Authorizations | |||
| Fish Aggregation Device (FAD) | Liberian flag vessels | Free (Declaration) | 1 day |
| Fish Sanitary Certificate | Exporters | 5.1 – 50 kg ($10) | 1 day |
| Fish Import Permit | Importers | $4.00 | 1 – 3 days |
8. Your Rights & Obligations
Your Rights
- Right to Quality Service
- Right to Information
- Right to Privacy
- Right to Redress
Your Obligations
- Provide Accurate Information
- Respect Service Protocols
- Maintain Courtesy
Customer Service Feedback Form
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