Complaints

How we work

The complainants would outline the nature of the complaint on an official complaint form, the ground upon which there has been an act or omission, facts known to the complainant or relevant information, and any redress sought.

Receipt of a complaint must be acknowledged by the Office of the Ombudsman within 3 days, while relevant parties shall be kept informed of progress until the complaint is resolved.

1. Investigation

The Joburg Ombudsman may make a preliminary investigation into a complaint submitted within Section 8 of the MSA to determine its merits. The Joburg Ombudsman can decide of whether the complaint has merits, and sufficient evidence and falls within the provisions of the by-law. This will determine whether a complaint is investigated further. If a complainant has not exhausted all possible avenues offered either through the City or through legal remedies at their disposal the Joburg Ombudsman may decline to investigate further. However, poverty or lack of capacity of the complainant which would result in a failure of justice for that person shall not be a barrier. The Joburg Ombudsman should be a place of last resort for complainants.

2. Powers

The Joburg Ombudsman will be given the authority to demand that any employee appear before them and produce any relevant documents or objects during investigations. The complainant will be informed of their rights, such as the right to remain silent or request the assistance of a fellow employee or union representative. The Ombudsman will also have the power to enter any municipality-owned premises to examine necessary records and may take charge of or remove them for further investigation. Additionally, the Ombudsman will report on and ensure the protection of human rights within the municipality and take steps to address any violations. They can also request information from the municipality and its ME's on their progress in implementing the Bill of Rights, which is a constitution that safeguards the rights of South Africans.

3. Complaint Resolution

After completing an investigation, the Joburg Ombudsman will write down their findings and recommendations. They may find that the complaint is justified, has enough evidence, or has merit. Alternatively, the complaint may be vexatious or outside of the Ombudsman's jurisdiction. If the complaint is justified, the Ombudsman will work with the City Manager or another council employee delegated by the City Manager to settle it. This may involve negotiation, mediation, conciliation, or a recommendation for redress through legal means. The recommended redress may include an apology, corrective action, or referral for further investigation. If corrective action is recommended, the relevant department or employee must provide written confirmation within 14 days of whether they will implement the recommendation or not. If they choose not to implement the recommendation, they must provide comprehensive written reasons for their decision within this time. If the recommended corrective action is not taken or reasons are not provided, the Joburg Ombudsman will refer the matter back to the City Manager or management structure for further intervention.

4. Referrals

Complaints made which do not fall under the mandate of the Joburg Ombudsman will be referred to the relevant authorities or bodies whose mandate it is. For example, if a complaint is made about a suspected criminal act, the Joburg Ombudsman would refer it to the South African Police Service or the National Prosecuting Authority. Failure to comply with legislative acts would be referred to the appropriate authorities as stipulated in the by-law.

How to lodge a complaint

Before lodging a complaint with the Office of the Ombudsman, lodge a query with the City of Johannesburg using the following channels:

COJ Call Centre

Call The Joburg’s Call Centre On 0860-JOBURG (562874)

Email

Send an email to JoburgConnect@joburg.org.za

COJ Regional Offices

Visit Your Nearest Customer Service Centre

Once you have lodged your complaint with the City of Johannesburg, allow them a reasonable opportunity to resolve the complaint. If your complaint is not resolved even to your satisfaction, then you may escalate it to the Office of the Joburg Ombudsman.

Should you wish to escalate your complaint, make sure you have received a reference number from the City of Johannesburg and keep it safe because it will be required by the Joburg Ombudsman when you decide to lodge a complaint with the office.

To lodge a complaint with the Joburg Ombudsman, complete a copy of a complaint form which can be obtained through the following Office of the Ombudsman channels:

Telephone

010 288 2800


Email

complaints@joburgombudsman.org.za

Website

Online Complaint Form
Click to download

Walk-in

SAPPI Building, 48 Ameshoff St, Braamfontein, 2001

Once you have fully completed the form, take a moment to read through it to ensure that you have included all the required information as well as attached the supporting documents before submitting it.

A fully completed copy of the prescribed complaint form, with the factual situation of your complaint in chronological order (this will include why you are dissatisfied, when the matter occurred, who was involved, what was said or done and your desired outcome)

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

A reference number from the City of Johannesburg or, if escalated to a branch, indicate the name of the branch, date, and person you escalated the matter to.

Your contact details, including a telephone number and proof of residence (if available).

All complaint forms must be signed and dated. The Office of the Ombudsman will not accept unsigned forms.

Note: 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.

Language

Non-English speaking complainants will be assisted with completing their complaint(s) in any of South Africa’s 11 official languages.

Matters we do not investigate

The Joburg Ombudsman will not accept complaints relating to legislative or executive decisions made by the council, legal or arbitrary proceedings to which the council is likely to be a party to, and/or labour law matters.

Furthermore, it will not entertain any troublesome or inconsequential matters, matters related to the laying of charges or the prosecution of an alleged offender, or any acts of irregular conduct of a councillor. The conduct of councillors is covered by the Municipal Structures Act. Complaints about the conduct of councillors are reported to the Office of the Speaker for handling in the manner prescribed by this Act.