The City’s Office of the Ombudsman has moved to the Omniforum Building in Kuilsriver from its previous temporary location at the Revenue Department’s administrative office. The Ombud team looks forward to providing assistance to residents in the new office space.
The City’s Ombudsman office will be hosting an information day at the entrance of the building next week on Tuesday, 29 November 2022. Residents are encouraged to visit the information table at the new office space for all last resort municipal-related complaints from 10:00 to 14:00.
Office location: Omniforum Building, Van Riebeeck Road, Kuilsriver
Office operating hours: 08:00 – 16:00, Monday to Friday (excluding weekends and public holidays)
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.
Tel: 021 400 5487 or 1944
SMS: 44781 (standard rates apply)
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 a first port of call;
Any alleged irregular conduct of a councillor;
Any complaint which is vexatious or frivolous;
Any tender-related matter; and
Source: City Of Cape Town