CoJ residents hope to find support in Ombudsman.

Representatives of the Ombudsman made themselves available to Linden residents recently to assist with complaints regarding municipal tarrifs, and other problems.

The office of the Ombudsman is an independent and impartial structure, which ensures all complaints of alleged maladministration and human rights violations against city departments, and entities, are resolved through a fair investigative process.

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According to Corrine Lekhoane, spokesperson for the office of the Ombudsman, its primary purpose is to contribute accelerated service delivery.

“This helps improve residents’ confidence in the administration of the city, while also holding it, its departments, and entities, accountable to the communities they serve. With regards to recent tariff increases, the Ombudsman received complaints related to alleged billing inaccuracies, and perceived discrepancies in service quality.”

However, Lekhoane emphasises that residents are required to exhaust all available complaint channels within the city, before lodging a complaint with the Ombudsman.

In terms of regulations governing tariff increases, Nkosana Lekotjolo, from the group finance department, explained that tariffs form part of the city’s Integrated Development Plan, which is developed every few years in consultation with residents.

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He said that when it comes to handling complaints regarding billing inaccuracies, or discrepancies resulting from tariff increases, the Ombudsman registers and investigates each complaint, facilitating mediation if disputes arise between the complainant and the department, or entity.

“Alternative dispute resolution mechanisms such as mediation or arbitration may also be available. Residents who feel their complaints are not adequately addressed are encouraged to request a review, and provide additional evidence, or information, to support their case,” he said.

Lekhoane stated that, if necessary, they can escalate their concerns to the Speaker’s office, or the Public Protector.

Residents are advised to keep reference numbers and records of all prior communications with the city, to maintain a paper trail when escalating complaints.

“The Ombudsman should only be engaged if all other avenues are exhausted, and residents believe there has been a violation of regulations, or their rights. It plays a crucial role in addressing complaints related to service delivery, and ensuring accountability, while advocating for residents’ rights and promoting good governance.”

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