Ombudsman write, issue no. 2. Nov 2006


	The newsletter from the Office of the City Ombudsman, Cape Town Issue 4 Dec 2007
	We would like to wish all our Christian readers a blessed Christmas, and to all of you who are going on leave, please enjoy, rest well – and remember to drive safely and buckle up! If you have any comments or suggestions about what you’re like to read in the next issue, feel free to contact us. Until next year. In this issue: •Advocacy and Awareness Service Learning Pilot Project CPUT Service Learning and Community Engagement Open Day •Moving forward The Office welcomes new staff members Department Orientation Session •Statistics for the period •Complaints •What does the City Ombusdsman do? If you have any ideas and suggestions to make these newsletters all the more informative and beneficial, please send your comments to Lorika.Elliott@capetown.gov.za. We look forward to hearing from you.
	Ombudsman’s Advocacy and Awareness Initiative Service Learning Pilot Project On 12 October, 70 first year Public Management students and lecturers from the Cape Peninsula University of Technology, and the City Ombudsman’s Office, visited the Gugulethu CHC. The purpose of the visit was to engage with the community to ascertain their needs in terms of service delivery but also to create awareness about the role and functions of the City Ombudsman. The students will be required to compile a report about their experience. These findings will serve as a feasible tool in providing a better service to all the citizens of Cape Town. Prior to the visit, the students attended an Orientation and Training Session, presented by the City Ombudsman’s office; they were required to write a test and do an in- class presentation about the information they would be disseminating to the community. The initiative was a pilot project. The process will be formalised during 2008, where additional sites will be targeted. 1st Year Public Management Students - Site visit to Gugulethu CHC. CPUT Service Learning and Community Engagement Open Day The City Ombudsman, as one of the partners of the Service Learning Programme, exhibited information about the office at the Cape Peninsula University of Technology’s (CPUT) Open Day on 19 October 2007. The Service Learning programme was started under the Enterpreneurship Management Diploma and gave rise to SIFE (Students in Free Enterprise), an international non-profit organisation which provides students with important business tools to learn the free enterprise system in a real working situation. The Programme also allowed SIFE members the opportunity to illustrate the positive impact these programmes have made in the communities. SIFE challenges students to take what they have learnt within the classroom and use their knowledge to empower their communities. Most of the courses at CPUT have now included a Service Learning component into its curriculum. Natasha Paulse City Ombudsman, Lyndon Jonson (Office of the Consumer Protector) and CPUT Lecturer Zweliswa Ndevu Entertainment at the Open Day
	Moving forward The Office welcomes new staff members The office has had the pleasure of welcoming four new staff members namely Helene Coutinho (Manager – External Ombudsing), Natasha Paulse (Project Officer), Clarissa Williams (Ombuds Officer) and Mandlenkosi Mgogoshe (Compliance Officer.) Department Orientation Session Our most recent Department Orientation Session was held on on 2 November 2007, to allow staff to get to know each other, and better understand the role of the Department. The session focused on Change Management and Diversity Management.
	Statistics for the third and fourth quarters Statistics on Complaints Received: 1 January to 31 March 2007 One hundred and eight-six complaints were dealt with during the third quarter, which is a significant increase from the previous quarter’s total of 130. On average, a provisional view was given within 10 working days from the date of receipt. This improvement on the second quarter’s average of 35 days can be attributed to informal “service level agreements” that have been developed with a number of Departments. Cooperative arrangements are in place with the departments of Revenue, Planning, Roads & Stormwater, Housing, Property Management and Water.
	Statistics on Complaints Received: 1 April to 30 June 2007 A total of 280 complaints were dealt with during the fourth quarter, which is a significant increase on the previous quarter’s total of 186. On average a provisional view was given within 23 working days from the date of receipt. This meets the current standard of 30 days. The final turnaround time for the conclusion of a complaint is influenced by the complexity of the matter and the responsiveness of the department concerned. While there may be some exceptions, the departmental responsiveness has improved overall over the past year.
	What does the City Ombusdsman do? The office of the City Ombudsman is an independent and neutral investigative authority within the City of Cape Town. It has been established to protect residents against the violation of their rights within the City of Cape Town. The office is a last resort and the complainant should have tried to resolve the problem through other administrative routes available before approaching the office. The City Ombudsman will investigate issues such as: Neglect Inattention Delay Incompetence Difficult or unreasonable behaviour An unwillingness to treat the complainant as a person with rights Knowingly giving misleading or inadequate advice Showing bias on the basis of colour, gender or any other grounds Non compliance with poilicies in the interaction between the administration and members of the public Alleged maladministration Conduct of officials towards the public which is abusive, unjustified, unfair, discourteous or improper The City Ombudsman will not investigate: Conduct of Councillors Any action on the Executive Mayor and Mayoral Committee Activities and decisions of Council legislature Any dispute falling within the sphere of legislated labour relations Any dispute in which the Council is or is likely to be involved in any legal or arbitration proceedings Staff grievances Any action taken or to be taken by the audit unit Let us explain the process How to lodge a complaint Your complaint should be in writing, and signed by yourself. If you are unable to write, someone from the Office will assist you. You will also need to complete the necessary complaint form, which is available from the Office. All complaints must be made within 12 months of the event or occurrence. As the complainant you must provide all the facts relating to the incident, including who was present, and what was said or done. The Office will assess and investigate the complaint. The City Ombudsman has the authority/power to: Investigate complaints Attempt to resolve disputes Recommend corrective action Issue reports to the Head of the Administration and other concerned parties.