| Ombudsman | Ombudsman | | | <h4>Registration and Assessment Unit (RAU)<br></h4><p>When you submit a complaint, we process and capture it on our internal tracking system and provide you with a unique complaint reference number. We then assess the complaint in order to determine if it is a last resort matter and/or if it falls into the mandate of the office (<a href="https://resource.capetown.gov.za/documentcentre/Documents/Bylaws%20and%20policies/City%20Ombudsman%20By-law%202015.pdf" target="_blank">City Ombudsman By-law</a>). Once the assessment is complete, we will notify you of the outcome.<br></p><p>In the event that you require a follow up, please contact our office and provide us with your unique complaint reference number. RAU will endeavour to resolve a complaint within thirty (30) days in respect of registration and assessment matters.<br></p><h4> Early Resolution Unit (ERU)<br></h4><div>The ERU is responsible for the early resolution and finalisation of complaints lodged by members of the public. <br></div><div>
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</div><div>The OCO will endeavour to resolve a complaint within sixty (60) days in respect of early resolution matters. However, keep in mind that each complaint is unique, assessed, thoroughly screened and actioned according to its own merits. Therefore, the time period for resolving or finalising complaints may vary.<br></div><div>
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</div><h4> Complex Investigation Unit (CIU)</h4><p>The Complex Investigation Unit undertakes independent investigations into complex complaints or complaints where previous resolution attempts by ERU have been unsuccessful. For these kinds of investigations, we follow either the classical investigation process or an alternative conflict resolution process. Once the unit completes the preliminary investigation, we can issue a report, which may indicate if: </p><ul><li>alternative dispute resolutions are available, <br></li><li>recommendations towards corrective action can be made, </li><li>the customer was provided with a fair customer-based service, </li><li>the municipality complied with the relevant policies, procedures and legislation, or </li><li>we agree with the City officials. </li></ul><h4>Stakeholder Management</h4><p>The OCO also performs advocacy, relationship management and communication functions in order to make residents and City staff aware of the existence of our office, and the services we offer. Some of the campaigns are initiated by the OCO, with internal and external partners invited to participate in the event, or the OCO may be invited to participate in campaigns that are initiated by internal and external partners. <br></p> | | <div class="notification with-heading dark-copy light-blue bg-light-grey"><div class="graphic with-border">
<i class="info fastfact"></i></div><div class="desc"><h4>International Ombuds Day 2024<br></h4><p>Join us in <a href="https://www.capetown.gov.za/general/international-ombuds-day">celebrating International Ombuds Day</a> this October. </p></div></div><p>Our core and primary function is to investigate and help resolve complaints against the City administration. We render an independent, impartial, unbiased, non-prejudicial and apolitical service, which mainly entails alternative dispute resolution or corrective action in order to resolve a complaint amicably. We are an office of last resort and a voluntary option for conflict resolution. </p><p>Our goal is to serve as a catalyst between the City administration and its customers, and as a neutral third party that represents the interests and rights of the City’s customers by holding civil servants accountable to the people. </p><p> The office has developed a hybrid approach to conflict resolution that combines the elements of both the organisational and statutory models for Ombud services. We also conduct various advocacy and awareness function to promote our services, engage with local, national and international associations for organisational and statutory ombudsman institutions, and forge relationships with relevant stakeholders.
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<a title="title" href="https://www.capetown.gov.za/City-Connect/Report/Lodge-a-formal-complaint/Lodge-a-complaint">Lodge a complaint</a><a title="title" href="https://www.capetown.gov.za/Departments/">Speak to a department</a><a href="https://resource.capetown.gov.za/documentcentre/Documents/Bylaws%20and%20policies/City%20Ombudsman%20By-law%202015.pdf" target="_blank">Read the City Ombudsman By-law</a><a title="title" href="https://www.capetown.gov.za/bylaws">See all City policies and by-laws</a></div></li></ul><p>Read our annual performance reports for statistics on how the OCO manages complaints received by members of the public:</p><div class="content-accordion"><div class="content-trigger contentTrigger"><h3>Annual reports<i class="icon button-down-arrow"></i></h3><div class="content-toggle contentToggle" style="display:none;"><p>
<strong>2023/24</strong></p><ul><li><a href="https://resource.capetown.gov.za/documentcentre/Documents/City%20research%20reports%20and%20review/Ombudsman_Annual_Report_2023-24.pdf" target="_blank">Annual Statistical Report (1 July 2023 - 30 June 2024)</a></li><li><a href="https://resource.capetown.gov.za/documentcentre/Documents/City%20research%20reports%20and%20review/Ombudsman_2023-24_AnnexureA-Performance_Report.pdf" target="_blank">Performance Report (1 July 2023 - 30 June 2024)</a></li></ul><p><strong>2022/23</strong></p><ul><li><a href="https://resource.capetown.gov.za/documentcentre/Documents/City%20research%20reports%20and%20review/Ombudsman_Annual_Report_2022-23.pdf" target="_blank">Annual Statistical Report (1 July 2022 – 30 June 2023)</a></li></ul><p><strong>2021/22</strong></p><ul><li><a href="https://resource.capetown.gov.za/documentcentre/Documents/City%20research%20reports%20and%20review/Ombudsman_Annual_Report_2021-22.pdf" target="_blank">Annual Statistical Report (1 July 2021 - 30 June 2022)</a></li><li>Annexure B - Case Summaries (<a href="https://resource.capetown.gov.za/documentcentre/Documents/City%20research%20reports%20and%20review/Ombudsman_Annual_Report_2021-22_AnnexureB-Case_summaries_Eng.pdf" target="_blank">English</a> |
<a href="https://resource.capetown.gov.za/documentcentre/Documents/City%20research%20reports%20and%20review/Ombudsman_Annual_Report_2021-22_AnnexureB-Case_summaries_Afr.pdf" target="_blank">Afrikaans</a> |
<a href="https://resource.capetown.gov.za/documentcentre/Documents/City%20research%20reports%20and%20review/Ombudsman_Annual_Report_2021-22_AnnexureB-Case_summaries_Xho.pdf" target="_blank">isiXhosa</a>)</li></ul></div></div></div> | | <img alt="" src="https://resource.capetown.gov.za/cityassets/PublishingImages/ombuds_header.jpg" style="BORDER:0px solid;" /> | <h4>General enquiries:</h4><p>Contact us on weekdays from 08:00 - 16:00 (Excl. public holidays)<br></p><p>
<em>Telephone:<br><a>021 400 5487</a></em></p><p>
<em>Fax:<br><a>021 400 5952</a></em></p><p>
<em>SMS:</em><br><em><a>44781</a> (standard rates apply)</em></p><h4> Lodge a complaint</h4><p>
<em>Email:<br>
<a href="mailto:ombudsdirect@capetown.gov.za">ombudsdirect@capetown.gov.za</a></em></p><h4>Stakeholder management<br></h4><p>
<em>Email:<br><a href="mailto:ombudsadvocacy@capetown.gov.za">ombudsadvocacy@capetown.gov.za</a></em></p><h4> Counter queries and postal address: </h4><p>
<em>3rd floor, Tower Block <br>Cape Town Civic Centre<br>12 Hertzog Boulevard<br>Cape Town<br>(Wheelchair access via the second floor, Tower Block, security entrance)</em></p><p> Or</p><p>
<em>Desmond and Leah Tutu House<br>First floor<br>Corner of Harrington and Long Market Street<br>Cape Town</em></p><p>You can also visit one of the satellite offices below:</p>
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<div class="mobile-scroll"><table style="width:565px;"><thead><tr><th style="width:205px;">Satellite office<br></th><th>Address<br></th></tr></thead><tbody><tr><td style="width:205px;">Kuils River Walk-in Centre</td><td>Van Riebeeck Rd, Kuils River, Cape Town, 7580</td></tr><tr><td style="width:205px;">Durbanville Walk-in Centre<br></td><td><div>Administration Office, Oxford Street, Durbanville, 7550<br></div></td></tr><tr><td style="width:205px;">Stocks and Stocks Municipality Building</td><td>Ntlazane Rd, Khayelitsha, Cape Town, 7784</td></tr><tr><td rowspan="1" style="width:205px;">Liberty Promenade Mall<br></td><td rowspan="1">A.Z Berman Drive, Mitchells Plain, Cape Town, 7785<br></td></tr><tr><td rowspan="1" style="width:205px;">Atlantis Special Economic Zone <br></td><td rowspan="1">William Gourlay St, Atlantis Industrial, Cape Town, 7349<br></td></tr><tr><td rowspan="1" style="width:205px;">Desmond and Leah Tutu House<br></td><td rowspan="1">Ground floor, Corner of Harrington and Long Market Street, Cape Town, 8001<br></td></tr></tbody></table></div></span><br> |
