Independent Oversight

The Ombudsman is an independent and impartial office of last resort, tasked with investigating maladministration and human rights-related complaints against the City.

Mediation and Resolution

The Ombudsman serves as a bridge between the City and residents, facilitating dialogue to ensure the prompt resolution of disputes.

Findings and Reports

The Ombudsman provides findings and recommends remedial actions to address identified shortcomings, administrative injustices and systemic issues within the City.

Public Education

The Ombudsman conducts weekly outreach programmes across City regions to raise awareness of residents' rights and the process for lodging complaints with the Office.

The Joburg Ombudsman

The Office of the Ombudsman for the City of Johannesburg (the “Joburg Ombudsman”) is an independent institution that serves as a neutral mediator between the residents of Johannesburg and the municipality. The Ombudsman aims to ensure an efficient, fair, transparent municipal administration that is held accountable to the communities it serves by advocating for the protection of the basic human rights of all.

Constitution: Bill of Rights

Everyone is entitled to basic human rights simply because they are human. These rights are permanent and cannot be taken away. In South Africa, our Bill of Rights protects these rights and ensures that every person is treated with dignity, equality, and freedom.
Download copy of Bill of Rights

Ombudsman By-Law

The Constitution of South Africa prohibits unfair treatment based on race, gender, sexuality, religion, and other personal characteristics. If someone violates your rights outlined in the Bill of Rights, they are breaking the law.
Download copy of By-Law

The Joburg Ombudsman

The Office of the Ombudsman for the City of Johannesburg (the “Joburg Ombudsman”) is an independent institution that acts as a neutral mediator between residents and the City of Johannesburg Municipality. It promotes a fair, efficient and transparent municipal administration by holding the City accountable and advocating for the protection of residents’ basic human rights.

Constitution:
Bill of Rights

Every person is entitled to basic human rights that cannot be taken away. In South Africa, the Bill of Rights safeguards these liberties and guarantees dignity, equality and just treatment for all.

Download copy of Bill of Rights

Ombudsman
By-Law, 2023

The Ombudsman By-Law 2023, is a municipal regulation of the City of Johannesburg that establishes the Office of the Ombudsman and defines its mandate. It empowers the Office to investigate maladministration and resolve disputes through mediation and other appropriate means.

Download copy of By-Law

Complaint Checklist

Submit A Complaint

Ref number from the COJ

Ref number from the COJ.
If complaint was escalated,
indicate the name of the
branch, date, and person
it was escalated to

Your contact details

Your contact details
including telephone no.
and proof of residence
(if available)

A copy of the complainant's ID

A copy of the
complainant’s ID. If acting
on behalf of another person,
then Power of Attorney
will be required

All prior correspondence

All prior correspondence i.e. emails, SMS etc. that relate to the complaint

Ref number from the COJ.
Ref number from the COJ. If complaint was escalated, indicate the name of the branch, date, and person it was escalated to
Your contact details.
Your contact details including telephone no. and proof of residence (if available).
A copy of the complainant’s ID.
A copy of the complainant’s ID. If acting on behalf of another person, then Power of Attorney will be required.
All prior correspondence.
All prior correspondence i.e. emails, SMS etc. that relate to the complaint.

If you are not sure whether your complaint falls within the mandate of the Joburg Ombudsman, you may call or email us. Our friendly team of professional complaints consultants will advise accordingly. Note: Our services are free and confidential.

LODGE A COMPLAINT
CONTACT US

Testimonials

Richard Khumalo

Professionalism

I write this email to express my sincere gratitude for your professionalism, ubuntu and a great sense of batho pele and respect for the public at work. I came to your office to complain about my billing and you, in handling my query,  demonstrated the following: Ability to listen patiently as I articulated my challenge, Empathy and willing to assist in resolving the query and a sense of humility that you do not get from civil servants these days. I hope this email encourages you to be the best you can be in serving the public. Sometimes it is not the outcome of the query that matters, but the lived experience as we visit public institutions. Keep up the good work  
Tumisang Kgaboesele

Service Confirmation

Just a note to confirm that the CoJ has passed the necessary adjustment and I have a whopping credit of  R81k. Now the nest step is to get refund. Thank you again Olebogeng and all those who were involved at the Ombuds Office in assisting me with getting my redress.  You guys are really doing a fantastic job for the residents of CoJ
Viviana van Agtmaal

Efficient Service

That you so much Ntsika, for all your help and feedback and for delivering results within the timescales promised. It is very much appreciated
Jamie Lee O'Brien

Service Delivery

Thank you so much Sello, for all your hard work and assistance in settling and rectifying the attached matter. You have been very professional, efficient and consistent in your communications with us and it is very appreciated
Martha Tlhagale

Overcoming Boundaries

I would like to thank you Colman for the great job that you have done for me because I have been trying to get this matter resolved but I could not but you came in and resolved it even when I was told that I was wasting my time. That it was not doable . Thank you
Zelda van Rensburg

Thank You

Thank you Adv. Ramontja and your team from the bottom of my heart
Marvin Bosman

Gratitude

I can’t put into words my gratitude, Adv Ramontja. I know you do this every day, but I just want to say that this is a huge relief in my life and I am so grateful that you have helped me.