We have compiled the material on this website as an information source for people who may have queries about our office and what we do. We trust that you find it useful, and invite you to submit any comments to help us improve our service.

What is the City ombudsman?

The City ombudsman is an office set up by the City of Cape Town to investigate and resolve residents' complaints about the municipality, and facilitate mediation and conciliation between both parties.

As we are independent, we cannot replace or duplicate existing City department functions, and should therefore only be approached as a last resort.   

The City ombudsman has the authority to:

• Investigate and handle internal and public complaints
• Demand access to any book, record, file or other documents or record of the City of Cape Town
• Interview any City employee to gather evidence
• Enter any premises owned, controlled or managed by the City to investigate and examine any record or item
• Conduct a preliminary investigation into the complaint
• Recommend corrective actions

Generally, we will investigate complaints against administrative actions, procedures and practices, rather than decisions. Examples include complaints where the municipality:

• Has not acted properly or fairly
• Provided a poor service
• Did not follow procedures
• Disregarded the principles of 'Batho Pele' - People First!
• Refused to respond to an enquiry, complaint or other correspondence

We cannot investigate matters concerning:

• Political decisions
• Constitutional decisions
• Provincial or national government decisions
• Other municipalities
• Private disputes
• The conduct of Councillors
• Complaints that are frivolous
• Complaints about gross financial irregularities and fraud/corruption. This is the role of the City’s Internal Audit Department and Forensic Services (anti-corruption hotline 0800 323 130)