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Lodge a complaint

<span> <h2 class="sectHeading">How to lodge a complaint</h2></span> <div class="notification with-heading dark-copy pink bg-light-grey"><div class="graphic with-border"> <i class="info note"></i> </div><div class="desc"><h4>important</h4><p>Only lodge a complaint with the Ombudsman if the department that you have submitted a complaint to has not responded sufficiently, you are dissatisfied with the outcome or unhappy with the level of service delivery. </p></div></div><p>The Ombudsman is an official appointed by the City to independently investigate complaints you may have about City departments and staff. </p><p>Upon receipt of your complaint, the Office of the Ombudsman will assess the matter to determine jurisdiction as per the <a href="https://resource.capetown.gov.za/documentcentre/Documents/Bylaws%20and%20policies/City%20Ombudsman%20By-law%202015.pdf">City Ombudsman By-law (2015)</a> , <a href="https://resource.capetown.gov.za/documentcentre/Documents/Bylaws%20and%20policies/City%20Ombudsman%20Amendment%20By-law%2c%202016.pdf" target="_blank">Amendment By-law (2016)</a> and <a href="https://resource.capetown.gov.za/documentcentre/Documents/Bylaws%20and%20policies/Ombudsman%20Policy%20-%20%28Policy%20number%2025635%29%20approved%20on%2025%20September%202014.pdf">policy</a>, and will notify you of the outcome. </p><p>On average, the turnaround time is up to three months from complaint to resolution, if the complaint is not complex and the complainant has submitted their documents timeously. </p><p>The Ombudsman cannot replace or perform the functions of the <a href="https://www.capetown.gov.za/departments">City departments</a>. </p><h4>The <a href="https://www.capetown.gov.za/Departments/Ombudsman">Office of the City Ombudsman</a> does not investigate:</h4><ul><li>any legislative or executive decisions by the Council, any of its portfolio committees or subcouncils; </li><li>any matter involving allegation of fraud, corruption or corporate crime as referred to in the City’s <a href="https://resource.capetown.gov.za/documentcentre/Documents/Bylaws%20and%20policies/Fraud%20Prevention%20Policy%20and%20Fraud%20Response%20Plan%20-%20%28Policy%20number%2025749A%29%20approved%20on%2003%20December%202014.pdf" target="_blank">Fraud Prevention Policy</a>;</li><li>any matter or dispute that must be dealt with or settled within the field of labour law;</li><li>any allegation relating to financial irregularities;</li><li>any cases where the complainant has not reported the matter to the line department first;</li><li>any alleged irregular conduct of a councillor; </li><li>any complaint which is vexatious or frivolous; </li><li>any tender-related matter; and</li><li>administrative appeals.</li></ul> <span> <span> <div class="notification with-heading dark-copy pink bg-light-grey"><div class="graphic with-border"> <i class="info remember"></i> </div><div class="desc"><h4>Remember</h4><p>You must first approach the relevant City department with your complaint. You may then approach the Ombudsman as a last resort, and you will need to provide proof of contacting the department.</p></div></div></span> <h2 class="sectHeading">Contact the Ombudsman</h2></span> <p> <strong>Step 1:</strong> You can download the complaint form, in your preferred language, in the document downloads section below and communicate your complaint. Alternatively, you can visit the Office of the City Ombudsman and fill out the Ombudsman complaint form.</p><p>Describe your complaint in detail and include:</p><ul><li>the name(s) of the official(s) involved;</li><li>what happened; </li><li>any relevant dates and times; and</li><li>any relevant documentation or evidence.</li></ul><p>The Office of the Ombudsman will assess the complaint to determine whether it can assist, or direct you to the appropriate department or institution.</p><p> <strong>Step 2:</strong> Once you have completed the form you can email it to <em> </em><a href="mailto:ombudsdirect@capetown.gov.za"><em>ombudsdirect@capetown.gov.za</em></a>, or fax it to <a> <em>021 400 5952</em></a>.</p><p>You can also post or deliver it to:</p><p> <em>The Ombudsman</em><br><em>Third floor</em><br><em>Tower Block</em><br><em>Cape Town Civic Centre</em><br><em>12 Hertzog Boulevard</em><br><em>8001</em><br><em>Cape Town</em></p><p>Once the complaint is received, the Office of the Ombudsman will decide whether it is able to assist. If not, they will explain why they can’t handle the matter and suggest alternative remedies.</p> <span> <h2 class="sectHeading">Contact us</h2> </span> <p>Contact us with queries from Monday - Friday (except public holidays) from 08:00 - 16:00.<br></p><h4> <a href="https://www.capetown.gov.za/Departments/Ombudsman">Office of the Ombudsman</a></h4><p> <em>Telephone: <br> <a>021 400 5487</a> / <a>021 400 1944</a><br><br> Email: <br><a href="mailto:ombudsdirect@capetown.gov.za">ombudsdirect@capetown.gov.za</a> </em> </p><p><em>SMS:</em><br><em>44781</em> (standard rates apply)<br></p> <span></span>

Contact the Ombudsman if a complaint has not been resolved, or you are not satisfied with the outcome.

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