Frequently asked questions
1. What is an Ombudsman?
The Ombudsman is an independent, impartial public official with authority and responsibility to receive, investigate or informally address complaints about government actions, and, when appropriate, make findings and recommendations, and publish reports.
2. Why was the Office of the Ombudsman for the City of Johannesburg established?
The Office was established to assist with the strengthening of ethical behaviour amongst public servants as well as to promote good governance in the delivery of services to the residents of Johannesburg.
3. What is the primary function of the Office of the (Joburg) Ombudsman?
The primary function of the Office of the Ombudsman is to be a neutral facilitator who provides confidential and impartial assistance in resolving service delivery and human rights violation complaints lodged by residents against the City of Johannesburg.
4. What type of complaints does the Ombudsman investigate?
The Office of the Ombudsman will investigate complaints of service delivery, alleged maladministration, and blatant disregard of the rights of residents by the City of Johannesburg, its departments, municipal-owned entities, and their respective employees.
5. What type of complaints does the Joburg Ombudsman not investigate?
The Joburg Ombudsman will not investigate complaints pertaining to legislative or executive decisions by the City Council or its executive organs, any matter relating to legal or arbitration proceedings, labour relations matters, internal or external matters concerning the council’s financial affairs or alleged irregular conduct of a counsellor and complaints that have not exhausted all avenues and remedies prescribed by the City of Johannesburg nor those that do not fall under the mandate of the Office of the Joburg Ombudsman.
6. Where do I report fraud and corruption?
Any suspicion of fraud and corruption may be reported at any police station or through the City of Johannesburg’s Anti-Fraud Hotline: 0800 002 587.
7. When should I lodge a complaint with the Office of the (Joburg) Ombudsman?
If you are unable to resolve a dispute after exhausting all remedies prescribed by the City of Johannesburg’s various internal support channels and structures, only then may you approach the Office of the Ombudsman as an office of last resort.
8. What kind of authority does the Joburg Ombudsman have?
The Office of the Ombudsman has the power to (1) demand that any employee appear before him and produce any record, book or file, object or document in any form (2) enter any premises owned, controlled or managed by the municipality or its entities to examine any records necessary as well as take charge of or remove them for investigation and (3) report on and ensure the observance of human rights by taking steps to redress any human rights violations.
9. What do I do if the Joburg Ombudsman cannot solve my problem?
You may lodge a complaint with the Public Protector.
10. How do I lodge a complaint with the Joburg Ombudsman?
You must complete a complaint form which is available on our website or contact the Office of the Joburg Ombudsman Helpdesk on 010 288 2802 or send a WhatsApp to 081 365 0225 or an e-mail to complaints@joburgombudsman.org.za to get a complaint form. Once the complaint form is completed, it can be sent to us via e-mail, post or walk-in to our head office or regional offices of the City of Johannesburg.
11. Can I complete the complaint form in any language of my choice?
Yes. The submission of complaints may be made in any of the 11 official South African languages. The Office of the Ombudsman also has regional ambassadors who are trained to assist residents that may struggle with completing a formal complaint.
12. How can the City of Johannesburg assist the Joburg Ombudsman carry out its mandate?
The City of Johannesburg has been advised to include a footnote in all its correspondence informing the public that if they are not happy with a particular service or information provided, they have an option to take the matter up with the Office of the Ombudsman.
13. Do I have to pay to access the services of the Office of the (Joburg) Ombudsman?
No. Members of the public do not have to pay anything to access assistance from the Office of the Joburg Ombudsman. We offer a free service to all Johannesburg residents.
14. What does the Joburg Ombudsman do after completing his investigation?
The Office of the Ombudsman will set out in writing findings and recommendations to either find justification for the complaint, sufficient evidence to support it, merits and whether it is vexatious or frivolous, or outside his jurisdiction. Where justified, the Joburg Ombudsman will approach the City Manager or municipal employee delegated by the City Manager to settle the matter. This could be done through negotiation, mediation, or recommendation to seek redress in the form of an apology, corrective action or referral for further investigation.
