The City of Cape Town’s Ombudsman Office will from July 2022 have a permanent presence at four City municipal offices on Tuesdays from 09:00 to 14:00, excluding public holidays. The independent Ombudsman’s Office will assist residents and City staff with all last-resort municipal complaints as part of its function of making sure the City delivers on its service delivery mandate.

The Office of the Ombudsman will be at the following municipal offices from July 2022:

• Khayelitsha Walk-in Centre

• Liberty Promenade Mall Walk-in Centre, Mitchells Plain

• Kuils River Walk-in Centre

• Durbanville Walk-in Centre

‘Our office continues to ensure that we bring our services closer to communities, especially closer to vulnerable residents.

‘By having representatives of the Ombud’s Office stationed at these four municipal offices, residents may bring their matters directly to our officials, so that we may assist and offer guidance. Earlier this year, we launched our very own SMS service, which has seen tremendous results. Residents who do not have access to the internet at all times have been using this convenient service.

‘The Ombudsman’s Office will continue to drive and enable inclusivity and access to residents in all areas of the metro, and we encourage residents to approach us with their matters by visiting one of our offices or by using the convenient alternative service options,’ said the City’s Ombudsman, Vusumzi Magwebu.

How to lodge a complaint with the Ombudsman

Once a complaint form has been completed, it can be sent by post or delivered to:

The Ombudsman

Third floor

Tower Block

Cape Town Civic Centre

12 Hertzog Boulevard

8001

Cape Town

Alternatively, the complaint form can be emailed to ombudsdirect@capetown.gov.za or faxed to 021 400 5952.

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. The City encourages members of the public to approach the Ombudsman once they have exhausted the required channels.

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.

Source: City Of Cape Town