We will do everything possible to find a solution to your problem, including:

• Sending your evidence to the head of the relevant department
• Evaluating the department's response and investigating where necessary
• If there is not enough evidence to support your complaint, the matter may be closed
  
• We may issue a preliminary report for comment by the department
• We may facilitate negotiations between the parties with the aim of settling their differences
• The ombudsman's final report and its recommendation will be presented to all relevant parties
• Throughout the entire process, we will maintain a neutral position and look at all sides of the problem, recommending corrective action where necessary
• We cannot make binding decisions but can recommend corrective action, such as:
1. a formal apology
2. an adjustment of incorrect accounts
3. a provision of written reasons
4. implementing a settlement agreement (a solution agreed to by the parties)
• City Ombudsman Powers and Delegations