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Ombudsman<h4>Registration and Assessment Unit<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 if it falls into the mandate of the office (<a href="" target="_blank">City Ombudsman By-law</a>). Once the assessment is complete, we will inform you of the outcome, or you can contact our office and provide your unique complaint reference number for an update. </p><h4> Early Resolution Unit </h4><p>The Early Resolution Unit (ERU) conducts a fit-for-purpose preliminary review of all the complaints we receive. This review establishes if the complaint fits into the OCO's mandate, is a last resort matter, and if it can be resolved for the complainant quickly, without putting too much strain on our resources. If the preliminary assessment determines that the matter can be resolved without a formal investigation, the ERU will endeavour to resolve the complaint within 60 days, which reduces the risk of escalation into a formal investigation. </p><h4> Investigation Unit </h4><p>The 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, can issue a report, which may indicate if: </p><ul><li>alternative dispute resolutions are available, </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><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. <br></p><ul class="lrg-icon-content"><li class="lrg-icon lrg-link"><div class="list-links">​ <a title="title" href="">Lodge a complaint</a><a title="title" href="">Speak to a department</a><a href="" target="_blank">Read the City Ombudsman By-law</a><a title="title" href="">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>2022/23</strong><br><a href="" target="_blank">Annual Statistical Report (1 July 2022 – 30 June 2023)</a><br><br><strong>2021/22</strong><br><a href="" target="_blank">Annual Statistical Report (1 July 2021 - 30 June 2022)</a><br>Annexure B - Case Summaries (<a href="" target="_blank">English</a> | <a href="" target="_blank">Afrikaans</a> | <a href="" target="_blank">isiXhosa</a>)<br></p></div></div></div><img alt="" src="" style="BORDER:0px solid;" /><div class="contact"><h4>General enquiries:</h4><p>Contact us on weekdays from 08:00 - 16:00 (Excl. public holidays)<br></p><ul><li> <em>Telephone: </em><br><a><em>021 400 5487</em></a></li><li> <em>Fax: </em><br><a><em>021 400 5952</em></a></li><li> <em>Email: </em><br><a href=""><em></em></a></li><li> <em>SMS:</em><br>44781 (standard rates apply)<br></li><li> <strong>Counter queries and postal address:</strong><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><li> <em>Or</em></li><li><em>Old Granary Building<br>First floor<br>Corner of Harrington and Long Market Street<br>Cape Town </em></li></ul></div><p>You can also visit one of the satellite offices below:<br></p><span><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;">Omniforum Building</td><td>96 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;">Khayelitsha Bandwidth Barn</td><td>Cnr Spine Road and Mew Way Ilitha Park, Lookout Hill 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></tbody></table></div>​​​​</span> <br>

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