By Brenda Kayo:
The Office of the Ombudsman has exposed widespread failures in the delivery of public services, with thousands of complaints from Malawians highlighting problems in hospitals, schools, agriculture, police stations and other government institutions.
The complaints are contained in the Ombudsman’s 2025 Annual Report, which shows that citizens are increasingly using accountability mechanisms to demand better services from public institutions.
Ombudsman Grace Malera said complaints received through Mobile Accountability Clinics demonstrate that ordinary Malawians continue to face serious challenges in accessing essential public services.
“The complaints are a reflection of the challenges that people are facing in accessing public services. They also provide an opportunity for government institutions to improve service delivery and become more responsive to the needs of citizens,” Malera said.
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In the education sector, complaints included allegations of teachers reporting for duty while drunk, absenteeism, shortages of teaching materials and concerns over the management of school funds and grants.
The health sector was another major area of concern, with citizens reporting disrespectful treatment of expectant women, demands for payment for services that should be free, shortages of medical personnel and inadequate supplies of drugs and equipment.
The report also highlights concerns over the implementation of agricultural programmes, including delays in the delivery of fertiliser and inconsistencies in the selection of beneficiaries.
In the security sector, citizens complained that some police officers demand money for police bail despite the service being free. Others alleged that suspects are beaten to force them to confess.
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The Hospital Ombudsman Mechanism alone registered 14,971 complaints in 2025 and resolved 10,029 of them.
The complaints included poor sanitation, staff shortages, congestion, delays in health services, lack of ambulances, informal payments and unreliable water and electricity supplies.
Minister of Justice Charles Mhango said the government takes the complaints seriously and stressed that public institutions must remain accountable to the people they serve.
“Where there are complaints about poor service delivery, those responsible must ensure that the issues are investigated and corrective action is taken,” Mhango said.
