| Ombudsman | | | <p>
<strong>External Ombudsing Unit</strong><br>Our unit offers an alternative conflict resolution service by undertaking independent investigations into complaints against the City Administration. The office has developed a hybrid approach to conflict resolution that combines the elements of both the organisational and statutory models for Ombudsing. </p><p>The intention of our office is to facilitate amicable resolutions where possible between the City and the various stakeholders. Alternatively, we investigate whether the customer was provided with a fair customer-based service and whether the municipality has complied with the relevant policies, procedures and legislation.</p><p>
<strong>Internal Ombudsing Unit</strong><br>Our unit performs advocacy, relationship management and communication functions for the office. We manage and execute projects, programmes and initiatives on behalf of the office. The aim of our unit is to enhance the department’s public profile and to become the leading information hub for Local Government Ombudsing.</p> | | <p>We investigate and facilitate the resolution of public complaints against the administration. We render as an independent, impartial, unbiased, non-prejudicial and apolitical ombudsman service, which mainly entails alternative dispute resolution, alongside advocacy, relationship management and communication.</p><p>Our goal is to serve as a catalyst between the 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> | <span>
<ul class="lrg-icon-content"><li class="lrg-icon lrg-link"><div class="list-links">
<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/City%20research%20reports%20and%20review/Ombudsman_Annual_Report_2021-22.pdf" target="_blank">Read the 2021/22 Ombudsman Annual Report</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></span> | | <img alt="" src="https://resource.capetown.gov.za/cityassets/PublishingImages/ombuds_header.jpg" style="BORDER:0px solid;" /> |
<div class="contact"><h4>General enquiries </h4><ul><li>Contact us with queries from Monday - Friday (except public holidays) from 08:00 - 16:00.</li><li><em>Telephone:
</em><br><a><em>021 400 5487</em></a><em> /
</em><a><em>021 400 1944</em></a></li><li><em>Fax:
</em><br><a><em>021 400 5952</em></a></li><li><em>Email:
</em><br><a href="mailto:ombudsdirect@capetown.gov.za"><em>ombudsdirect@capetown.gov.za</em></a></li><li><em>SMS:</em><br>44781 (standard rates apply)<br></li><li><em>Counter queries and postal address:</em><br><em>3rd floor, Tower Block
</em><br><em>Cape Town Civic Centre</em><br><em>12 Hertzog Boulevard</em><br><em>Cape Town</em><br><em>(Wheelchair access via the second floor, Tower Block, security entrance)</em></li></ul>
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