In an effort to improve customer service, the City of Johannesburg (CoJ) has opened regional ombudsman offices.
The CoJ ombudsman is an independent office that resolves service delivery and human rights issues for the people of Johannesburg. The office is an avenue of last instance when all other options have been exhausted, and focuses on investigating complaints of alleged maladministration and unfair treatment by the CoJ.
In order to escalate a complaint to the ombudsman, complainants need to prove that they have failed to have their complaint dealt with by the relevant municipal entity. Before approaching the ombudsman, residents must first lodge a complaint with the CoJ on 0860 562 874, being sure to safeguard their reference number. Should the complaint not be addressed in 30 days, residents are asked to contact a senior official and wait a further seven days. Thereafter, the ombudsman will be the next body to approach.
To approach the ombudsman, residents are asked to complete the form available in the ‘lodge a complaint’ section on joburgombudsman.org.za. The complainant will receive an acknowledgement letter within 14 days, the complaint will be assessed, with a follow-up letter being issued to explain the outcome of the assessment. The complaint form needs to be accompanied by a copy of the complainant’s ID, the CoJ reference number and all documents including photos, bills and emails relating to the complaint.
The initial investigation will determine the merit of the complaint and all internal investigations are handled objectively, confidentially and independently by mediation and conciliation. Matters that the ombudsman’s office handles are limited to service delivery, maladministration and human rights abuses. Residents can also deliver their complaints personally to a box located at the Region C offices at 100 Christiaan de Wet Road.
Matters that do not fall under the jurisdiction of the ombudsman’s office include:
– Any legislative or executive decision by the CoJ
– Council or its executive organs
– Matters still pending in court
– Labour relations matters
– Matters concerning council’s financial affairs
– Complaints that are vexatious or frivolous
– Complaints that have not exhausted all avenues and remedies within the CoJ
– Any irregular conduct by a councillor
If a complaint is lodged about a suspected criminal act, the ombudsman will refer the matter to the police or the National Prosecuting Authority.
