Expanding Accessibility: The Launch of a New Ombudsman Office in Khayelitsha

Khayelitsha residents will soon have improved access to the City’s Office of the Ombudsman with the upcoming launch of a new office at the Stocks and Stocks Building on Ntlakohlaza Road. This development aims to address last resort municipal-related complaints more efficiently and effectively.

Office Details

The Khayelitsha office will be open every Tuesday from 09:00 to 14:00, excluding public holidays, to serve as a valuable resource for residents with unresolved municipal issues. When visiting the office, members of the public should bring their ID and any essential reference numbers and documentation related to their complaints.

Information Desk

As a precursor to the official launch, an information desk has been set up at the entrance of the Subcouncil 9 Office in Site B Shopping Centre. Starting today, 25 July 2023, residents can consult the Ombudsman’s Office staff regarding last resort complaints that pertain to City and administrative affairs.

Multiple Channels for Complaints

In addition to the new office, the Office of the Ombudsman offers multiple channels for lodging last resort municipal-related complaints, including telephone, SMS, fax, email, and their website. Each of these channels ensures that residents have various means to address their concerns and grievances.

Focused on Last Resort Complaints

The Ombudsman’s Office focuses on complaints where members of the public have not received an adequate response or resolution from the relevant City department. Before approaching the Ombudsman, it is essential to provide proof of prior communication with the concerned department. It is crucial to describe the complaint thoroughly, including details about the official or officials involved, a timeline of events, and any relevant documents or evidence.

Jurisdiction

Although the Ombudsman’s Office can address a wide range of complaints, some matters fall outside of its jurisdiction. These include legislative or executive decisions made by the Council, portfolio committees, or subcouncils; allegations of fraud, corruption, or corporate crime; disputes or matters related to labor law; financial irregularities; and complaints that have not been reported to the relevant department as the first point of contact. Additionally, the Ombudsman does not handle cases involving alleged irregular conduct by a councillor, vexatious or frivolous complaints, tender-related matters, or administrative appeals.

Independence, Credibility, and Impartiality

Operating under the Ombudsman By-law (2015), the office guarantees independence, credibility, and impartiality. Interference in the business, powers, and functions of the Ombudsman’s Office is prohibited under South African law and the Constitution.

Commitment to Improving Accessibility

The launch of the new Ombudsman’s office in Khayelitsha demonstrates the City’s commitment to improving accessibility and responsiveness to residents’ concerns. By offering various channels to lodge last resort municipal-related complaints and expanding into a new location, the Office of the Ombudsman aims to better serve the community and uphold the principles of transparency, fairness, and justice.