Complaints

How we work

A complainant must submit their complaint using the official prescribed complaint form. The complaint should clearly explain what the issue is, the reasons for the complaint and the facts on which it is based. It should also include any relevant supporting information and where applicable, state the outcome or resolution sought.

Upon receipt of a complaint, the Office will acknowledge receipt within three (3) working days. Thereafter, all relevant parties will be kept reasonably informed of the progress of the complaint until the matter is finalised and 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 submitting a complaint to the Joburg Ombudsman, you are encouraged to first raise your query or concern with the City of Johannesburg through 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 your complaint has been lodged with the city, please allow them a reasonable period to resolve the matter.
  • If your complaint is not resolved to your satisfaction, you may then escalate it to the Joburg Ombudsman.
  • When escalating your complaint, ensure that you have received a reference number from the City. This reference number is important and must be kept safely, as it will be required when submitting your complaint to the Ombudsman’s office.

To lodge a complaint with the Joburg Ombudsman, please complete an official complaint form, available through the following 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 completed the form, please review it to ensure that all required information is included and that any supporting documents are attached before submission.

A fully completed prescribed complaint form that clearly and chronologically sets out the facts of your complaint, including the reason for your dissatisfaction, when the matter occurred, who was involved, what was said or done and the outcome you are seeking.

A copy of the complainant’s identification document. If the complaint is submitted on behalf of another person, a valid Power of Attorney must be provided.

A reference number issued by the City of Johannesburg or, if the matter was escalated, the name of the relevant branch, the date of escalation and the name of the person to whom the matter was referred.

Please provide your contact details, including a telephone number and if available, proof of residence.

All complaint forms must be signed and dated. The Office of the Ombudsman cannot 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 and guide you accordingly.

Language

Non-English-speaking complainants will receive assistance to complete their complaint(s) in any of South Africa’s 11 official languages.

Matters we do not investigate

The Joburg Ombudsman does not investigate complaints that relate to:

  • Legislative or executive decisions made by the City Council.
  • Legal or arbitrary proceedings in which the Council is, or is likely to be a party.
  • Labour law matters.

Additionally, the Ombudsman will not entertain complaints that are:

  • Troublesome, frivolous or inconsequential.
  • Related to the laying of charges or the prosecution of an alleged offender.
  • About acts of irregular conduct by a councillor.

Note: The conduct of councillors is governed by the Municipal Structures Act, 1998. Complaints regarding councillors should be reported to the Office of the Speaker, which will handle them in accordance with the provisions of the Act.