Big brother keeping City on its toes
14 October 2021
Today, 14 October 2021, on International Ombudsman’s Day, the City of Cape Town’s independent Ombudsman Office took to engaging with City customers at the Cape Town Civic Centre to drive awareness of the services that the Ombud offers and to ensure that the City is kept on its toes. The October awareness drive is being held to highlight the services on offer especially to the most vulnerable City customers and to ensure that all customers are treated in a dignified and fair manner within the legislation and policy that guides the City.
‘This outreach is one of a range of engagements we are having during October and it is another initiative to ensure that services are brought closer to the residents of Cape Town. Previously, we launched an SMS service to help us keep in touch with City customers. City customers are able to send a message to 44781(standard rates apply) to get information and assistance on how to lodge a complaint. The Ombud’s Office undertakes to respond to an SMS query within two working days.
‘Our vision is to ensure that City customers are treated in a dignified and fair manner and that we all work together to resolve service complaints and ensure that everyone in Cape Town has easy access to voice their complaints. Our office, this week, has also resumed its walk-in services offered at the Cape Town Civic Centre. The Ombud services were continued remotely via online and telephone channels while the national Covid-19 hard lockdown regulations were in effect. During this time, as a means to bring services closer to Cape Town residents despite the trying conditions, the SMS channel was launched,’ said the City’s Ombudsman, Vusumzi Magwebu.
Nature of complaints
• If a member of the public has lodged an enquiry or complaint about service delivery with a City department and an insufficient or no response has been received, the City Ombud may be contacted to investigate the matter.
• It is required that one must first approach the relevant City department and provide proof of the exchange before approaching the Ombudsman.
Please always describe a complaint in detail, including the name/s of the official/s involved, what happened and any relevant dates and times. Please always include any relevant documentation or evidence. The Ombudsman’s Office will assess the complaint, to determine whether the office can assist or whether to direct the complainant to the appropriate department or institution.
The office follows the Ombudsman By-law (2015). It functions with independence, credibility and impartiality. It is against the law and South African Constitution to interfere in the business, powers and functions of this office.
There are many City complaint channels available to members of the public, depending on the nature of the complaint.
The Ombudsman does not investigate the following complaints, as there are other complaint channels for these:
• any legislative or executive decisions by the Council, any of its portfolio committees or subcouncils;
• any matter involving an allegation of fraud, corruption or corporate crime as referred to in the City’s Fraud Prevention Policy;
• any matter or dispute which must be dealt with or settled within the field of labour law;
• any allegation relating to financial irregularities;
• any cases where the complainant has not reported the matter to the line department as first port of call;
• any alleged irregular conduct of a councillor;
• any complaint which is vexatious or frivolous;
• any tender-related matter; and
• administrative appeals.
Counter queries and physical address:
Third floor, Tower Block,
Cape Town Civic Centre,
12 Hertzog Boulevard
Operating hours:
08:00 - 16:00, Monday to Friday (excluding weekends and public holidays)
(Wheelchair access via the Ground Floor, Tower Block, 12 Hertzog Boulevard)
Contacts
Tel: 021 400 5487 or 1944
SMS: 44781 (standard rates apply)
Website: http://www.capetown.gov.za/ombudscomplaints
Email: ombudsdirect@capetown.gov.za
End
Published by:
City of Cape Town, Media Office
