Ombudsman
What we do
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.
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.
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.
We include
Registration and Assessment Unit (RAU)
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/or if it falls into the mandate of the office (City Ombudsman By-law). Once the assessment is complete, we will notify you of the outcome.
In the event that you require a follow up, please contact our office and provide us with your unique complaint reference number. RAU will endeavour to resolve a complaint within thirty (30) days in respect of registration and assessment matters.
Early Resolution Unit (ERU)
The ERU is responsible for the early resolution and finalisation of complaints lodged by members of the public.
The OCO will endeavour to resolve a complaint within sixty (60) days in respect of early resolution matters. However, keep in mind that each complaint is unique, assessed, thoroughly screened and actioned according to its own merits. Therefore, the time period for resolving or finalising complaints may vary.
Complex Investigation Unit (CIU)
The Complex 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, we can issue a report, which may indicate if:
- alternative dispute resolutions are available,
- recommendations towards corrective action can be made,
- the customer was provided with a fair customer-based service,
- the municipality complied with the relevant policies, procedures and legislation, or
- we agree with the City officials.
Stakeholder Management
The OCO also performs advocacy, relationship management and communication functions in order to make residents and City staff aware of the existence of our office, and the services we offer. Some of the campaigns are initiated by the OCO, with internal and external partners invited to participate in the event, or the OCO may be invited to participate in campaigns that are initiated by internal and external partners.
You may want to
Read our annual performance reports for statistics on how the OCO manages complaints received by members of the public:
Annual reports
2024/25
2023/24
2022/23
2021/22
Contact us
General enquiries:
Contact us on weekdays from 08:00 - 16:00 (Excl. public holidays)
Telephone:
021 400 5487
Fax:
021 400 5952
SMS:
44781 (standard rates apply)
Lodge a complaint
Email:
ombudsdirect@capetown.gov.za
Stakeholder management
Email:
ombudsadvocacy@capetown.gov.za
Counter queries and postal address:
3rd floor, Tower Block
Cape Town Civic Centre
12 Hertzog Boulevard
Cape Town
(Wheelchair access via the second floor, Tower Block, security entrance)
Or
Desmond and Leah Tutu House
First floor
Corner of Harrington and Long Market Street
Cape Town
You can also visit one of the satellite offices below:
Would you like to print this page?
print 