GRIEVANCE REDRESS MECHANISM

At NIMASA, we value your feedback and are committed to continuously improving our service delivery. We encourage all customers to share their experiences with us—whether Complaints, Suggestions, or Compliments—to help us maintain and enhance the quality of our services.

You may forward your feedback through any of the following channels:

1.  In Writing:

Address all Complaints, Enquiries, Comments, and Suggestions to:

The Director-General/Chief Executive Officer

Nigerian Maritime Administration and Safety Agency (NIMASA)

35 Adetokunbo Ademola Street, Victoria Island, Lagos

2.  In Person:

Visit the relevant Department or Unit where the service failure occurred.

You may also request to speak with a representative at the SERVICOM Unit within the building. All our branches have a resident SERVICOM Office to attend to customer issues. Complaints received in person will be addressed within 24 hours.

3.  Through the SERVICOM Representative:

Contact the SERVICOM Committee Member assigned to the specific service window where the issue occurred. Such complaints will also be addressed within 24 hours.

4.  Self-Service Kiosk:

Submit your Complaint or Suggestion using the Customer Feedback Kiosk located at the reception area of our building.

5.  The Maritime Stakeholders’ Experience Contact Centre:

Reach out to us via any of the following platforms:

• Phone: 0201 630 9590
• Email: info@nimasa.gov.ng
• Live Chat: nimasa.gov.ng
• WhatsApp: 016309590

Your feedback is important to us. Thank you for helping us serve you better.