8. WHAT IS THE PROCESS WHEN DEALING
WITH A COMPLAINT?
We will do everything possible to find a solution
to your problem, including:
• Sending your information to the relevant
department
• Independent investigations and evaluation
of the department’s response
Office of the City
Contact details:
• Liaising with all stakeholders to afford the
opportunity to clarify/provide more
information
Tel:
021 400 5487
Fax:
021 400 5952
• Issuing a preliminary report for comment by
the department
Post:
• Facilitating an alternative dispute resolution
meeting between the parties with the aim of
settling their differences
• Presenting the Ombudsman’s final report
and its recommendation to all relevant
parties
• Throughout the entire process maintaining a
neutral position and considering all sides of
the problem, and recommending corrective
action where necessary
We cannot make binding decisions but can
recommend corrective action, such as:
• Adjustment of incorrect accounts
• Implementing a settlement agreement
(a solution agreed to by the parties)
• Provision of written reasons
E-mail: ombudsdirect@capetown.gov.za
The Office of the City Ombudsman
PO Box 298
OMBUDSMAN
People matter, so we strive
to reach a working solution
Cape Town, 8000
www.capetown.gov.za/ombudsman
Counter queries:
Third floor, Tower Block, Cape Town Civic Centre,
12 Hertzog Boulevard
(wheelchair access via the second
floor, security entrance, Tower Block)
Frequently
asked
questions
1. WHAT IS THE CITY OMBUDSMAN?
The City Ombudsman has been established
to investigate and resolve residents’ complaints
about the municipality, and facilitate mediation
and conciliation between both parties.
The City Ombudsman investigates complaints
against administrative actions, procedures and
practices, rather than decisions.
2. HOW MUCH WOULD THIS SERVICE COST?
The Office of the City Ombudsman provides a
FREE complaints-handling service to residents.
3. WHAT ISSUES WILL THE OMBUDSMAN
UNDERTAKE ON MY BEHALF?
• Disregarded the principles of Batho Pele
(people first), resulting in people being sent
from pillar to post
• Has not acted properly or fairly.
• Provided a poor service (for e.g. noncollection of refuse, failure to cut grass in
public spaces, etc)
•
You may also call the office but you will still
be required to complete a complaint form.
7. IN ORDER FOR US TO ASSIST YOU BETTER,
• Tenders/contracts with the City
This is the role of the City’s Internal Audit
department and Forensic Service
• Did not respond to an enquiry, complaint or
other correspondence
You may also download the prescribed form
from our webpage:
www.capetown.gov.za/en/cityombudsman
in English, Afrikaans or Xhosa.
• Labour/union matters
It normally requires confirmation that a
complainant has exhausted all available
avenues within the line departments first
We can investigate matters where the
municipality:
•
• Political decisions and conduct of councillors
• Insurance claims
WE NEED THE FOLLOWING:
•
Make sure that you give sufficient
information in your complaint, such as the
names of people you have dealt with,
pertinent dates and times. Attach copies of
Anti-corruption hotline 0800 323 130
4. WHEN SHOULD I LODGE A COMPLAINT WITH
You can visit our office and complete the
complaint form or alternatively e-mail, write
or fax your complaint to us. You must
describe the problem, what happened, who
was present and who said what.
We cannot investigate matters concerning:
• Complaints about gross financial irregularities,
fraud and corruption.
For this reason the Ombudsman may refer
a complaint to the Customer Relations
department or relevant line department or
Subcouncil as a first port of call.
•
• Did not follow procedures on matters that
the office can investigate, e.g . issuing a
summons without receiving a letter of
demand first
The Ombudsman’s Office is a place of lastresort.
before resorting to the Ombudsman.
6. HOW DO I COMPLAIN?
relevant documents.
•
The Ombudsman’s Office acts as a last internal
resort and the process is a voluntary option for
conflict resolution.
Should you phone in with a complaint, we
will take down your details and ask you to
complete a complaint form and send it to
the office.
•
5. WHEN CAN I EXPECT A REPLY/ RESPONSE
FROM THE CITY OMBUDSMAN?
Sign your complaint (if you are not able to
write, someone at the office will help you).
•
Once the office has received your form, we
will decide whether the Office of the
Ombudsman is the right place to handle the
matter.
•
If not, we will explain why we cannot handle
it, and suggest alternative remedies.
THE OFFICE OF THE CITY OMBUDSMAN?
We undertake to respond to all communications
within seven to ten days of receipt (unless
prescribed otherwise).