The City’s Office of the Ombudsman will be temporarily closed for walk-in enquiries tomorrow, 31 August 2022. The office will reopen on Thursday, 1 September 2022. The office will continue to assist residents via the telephone, SMS and online options.

The City encourages residents to make use of the alternative convenient options while the Office of the Ombud is temporarily closed for walk-in enquiries.

The Ombud's services are continuing via online and telephone channels. The office recently launched an SMS service to help the City keep in touch with customers. City customers are able to send a message to 44781(standard rates apply) to get information and assistance on how to lodge a complaint. The Ombud's Office undertakes to respond to an SMS query within two working days.

Operating hours:

08:00 - 16:00, Monday to Friday (excluding weekends and public holidays)

Contacts:

Tel: 021 400 5487 or 1944

SMS: 44781 (standard rates apply)

Website: http://www.capetown.gov.za/ombudscomplaints

Email: ombudsdirect@capetown.gov.za

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 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.

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