Complaints to the Office of the Military Ombudsman: What you need to know

Submitting a complaint to the Office of the Military Ombudsman is a legally established institutional mechanism for the protection of the rights of servicemembers. We explain what types of complaints the Office is authorized to consider, how to properly submit them, and how long the handling process may take.

Who can submit a complaint?

The following persons may submit a complaint to the Office of the Military Ombudsman:

• servicemembers, reservists and persons liable for military service while undergoing training;
• members of volunteer units of territorial communities;
• individuals voluntarily engaged in the resistance movement in temporarily occupied territories;
• personnel of law enforcement bodies directly engaged in combat operations;
• authorised representatives or legal representatives of persons covered by the Law of Ukraine “On the Military Ombudsman”;
• close relatives of servicemembers, where complaints are submitted in the interests of the servicemember and relate to the performance of their military service.

Which complaints does the Office of the Military Ombudsman consider?

• The Office handles complaints concerning the actions or failure to act on the part of commanders, including matters related to military service, transfers and postings, disciplinary issues, and other service-related matters.

When can a complaint not be considered?

A complaint cannot be handled by the Office of the Military Ombudsman in the following cases:

• the issues raised in the complaint are not related to the conduct of military service;
• the complaint concerns persons liable for military service (including matters related to military registration or mobilisation);
• the complainant requests an interpretation of legal provisions or clarification of a legal position;
• the subject matter of the complaint is currently subject to court proceedings;
• the complaint is substantially identical to one previously examined by the Office of the Military Ombudsman;
• the complaint is submitted anonymously, except where it concerns a specific alleged violation and contains verifiable factual information.

What information should be included in a complaint? 

A complaint should contain the following information: 

• the complainant’s contact details (full name, current location, email address or phone number); 
• a clear description of the specific situation and the circumstances of the alleged violation; 
• information about the authority or individual whose actions or failure to act are being challenged.

Copies of documents supporting the circumstances described in the complaint may be attached (such as orders, official responses, certificates, or other relevant documents). Where a complaint is submitted by a representative, documents confirming their authority to act on behalf of the complainant should also be provided. 

Complaints may be submitted individually or collectively. Collective complaints are appropriate where the same violation affects a group of servicemembers.

What actions can the Office take following the handling of a complaint?

Following the handling of a complaint, the Office of the Military Ombudsman may:

• initiate an inspection, which is conducted within 30 working days; where justified grounds exist, this period may be extended by an additional 30 working days;
• refer the complaint materials to the competent authority, where appropriate;
• return the complaint without consideration where there are grounds to do so.

If, during the handling of a complaint, indications of a criminal offence are identified, the relevant law enforcement authorities are immediately notified in accordance with the procedure established by law.

The Office of the Military Ombudsman processes complaints within 10 days. In cases involving a threat to the life or health of servicemembers, complaints are handled within three days.

Following the handling of a complaint, the complainant receives written notification of the decision no later than three working days from the date the decision is made.

What actions can the Office take following an inspection?

Following an inspection, the Office of the Military Ombudsman may:

• prepare findings and recommendations that are mandatory for implementation;
• following the adoption of Draft Law No. 13267, be empowered to draw up administrative offence protocols and seek administrative liability through the courts for failure to comply with lawful requirements.

How to submit a complaint?

A complaint may be submitted:

• by email: skarha@milomb.gov.ua;
• through the online form on the website.