LODGING A COMPLAINT WITH THE OMBUDSMAN

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City of Joburg Ombudsman
Contact details –

Office of the Ombudsman
Sappi House, 2nd & 3rd Floor, East Wing
48 Ameshoff Street
Braamfontein
Johannesburg
2001


Phone: +27 (0)10 288 2800/02

Email:info@joburgombudsman.org.za
Website: www.joburgombudsman.org.za

STEPS TO FOLLOW BEFORE LODGING A COMPLAINT WITH THE OMBUDSMAN

  1. First lodge a query with the City of Johannesburg by either :
  2. Calling Care Connect on 0860 562 874, or
  3. Visit a Customer Service Centre near you at the COJ Regional Office for your ward ; or
  4. Make sure you receive and save your reference number from the City of Johannesburg. Should you wish to escalate your complaint, the ombudsman will require this number.
  5. Allow the City of Johannesburg a reasonable opportunity to resolve the complaint. If your complaint is not resolved, then you may escalate to the Office of the Ombudsman.

WHEN LODGING A COMPLAINT WITH THE OMBUDSMAN

  1. Make sure that you have the following documents on hand.
  2. A copy of the complainant’s ID. If acting on behalf of another person, then Power of Attorney also needs to be included.
  3. City of Johannesburg Reference number.
  4. Proof of Residence (if available).
  5. All prior correspondence (i.e. emails, SMS’s etc.) that relate to the complaint.
  6. All documentation relating to the complaint.
  7. All complaints must be submitted on the prescribed complaint form to the Office of the Ombudsman.

DOWNLOAD FORM

Complete and sign the form and attach all corresponding documents then email to complaints@joburgombudsman.org.za, or visit the Office of the Ombudsman with the completed form.

MATTERS NOT INVESTIGATED BY THE OMBUDSMAN

The Ombudsman will not investigate the following:

  1. Any legislative or executive decisions by the City of Johannesburg Council or its executive organs
  2. Any matter where legal or arbitration proceedings have commenced, or are likely to commence
  3. Any matter relating to the laying of a charge against (or the prosecution of) an alleged offender
  4. Matters that must be dealt with by labour law
  5. Investigations into the financial affairs of the City of Johannesburg Council
  6. Complaints which are vexatious or frivolous (i.e. complaints which do not have serious purpose or value)
  7. Complaints where the complainant has not pursued all possible solutions offered by the City of Johannesburg, unless the Ombudsman believes that refusing to pursue these solutions would amount to (or result in) an injustice to the complainant
  8. Any alleged irregular conduct by a City of Johannesburg Councillor.

Read  the Ombudsman By-law, 2014

Published in Province of Gauteng:

Provincial Gazette no. 80 on 28 March 2014
Commenced on 1 September 2014

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