Launch of new Ombudsman’s offices in Atlantis and Khayelitsha
27 June 2023
The City’s Office of the Ombudsman will launch two new offices today, 27 June 2023. The offices will be available to assist with all last resort municipal-related complaints.
Two new Ombudsman's offices will open their doors today, 27 June 2023, at the following venues to bring services closer to residents:
- Atlantis Investment Facilitation Office, William Gourlay Street, Atlantis Industrial
- Khayelitsha Bandwidth Barn, corner Spine Road and Mew Way, Ilitha Park, Lookout Hill, Khayelitsha
The offices will be open every Tuesday from 09:00 to 14:00 (excluding public holidays). Ombudsman staff will be able to assist members of the public to lodge last resort municipal-related complaints.
Visitors are reminded to bring along their ID and other relevant reference numbers and documentation.
The Office of the Ombudsman is also available to assist City staff and members of the public for all last resort municipal-related complaints via the telephone, SMS and online option as below:
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
