City Ombudsman new look and feel launch to be rescheduled
27 February 2024
Today’s, 27 February 2024, meet and greet session with the City Ombudsman has been rescheduled. A new date will be advised as soon as possible.
The Office of the Ombudsman is available to assist City staff and members of the public with all last resort municipal-related complaints (complaints that have gone through the City service channels prior to approaching the Ombud) via the telephone, SMS and online option as below:
• SMS: 44781 (Standard Rates Apply)
• Tel: 021 400 5487/1944
• Fax: 021 4005952
• Email: ombudsdirect@capetown.gov.za
• Website: http://www.capetown.gov.za/ombudscomplaints
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 the 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 a 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.
End
Published by:
City of Cape Town, Media Office
