The City’s Office of the Ombudsman satellite offices will be closed from 13 December 2022 until 17 January 2023. The office will continue to assist with all last resort municipal-related complaints via telephone, SMS, online options and walk-in enquiries during this period.

The Office of the City Ombudsman will be closed from Tuesday, 13 December 2022 and will re-open on Tuesday, 17 January 2023 at the following offices:

Omniforum Building, Kuils River

Durbanville Walk-in Centre, Oxford Street, Durbanville

Stocks and Stocks Building, Khayelitsha

Liberty Promenade Mall, Mitchells Plain

The office will, however, continue to assist City staff and members of the public for all last resort municipal-related complaints via the telephone, SMS, online option and walk-in enquiries during this time, 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

Walk-in queries:

Third Floor, Civic Centre, 12 Hertzog Boulevard, Cape Town

08:00 - 15:30, Monday to Friday (excluding weekends and public holidays)

(Wheelchair access via the security access, Tower Block lift, Second floor)

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.

Source: City Of Cape Town