As an advocate for good governance and human rights within the City of Johannesburg, the Office of the Ombudsman plays a crucial role in promoting citizen engagement and fostering trust in the city’s administration.
Under the leadership of Advocate Siduduzo Gumede, it conducts Citizen Engagement Clinics across all seven regions of the City. These clinics aim not only to educate residents about the services provided by the entity but also to encourage an “engaged citizenry” with various city departments and entities. This initiative underscores the importance of transparency, accountability, and social justice in governance.
“Our ‘AtYourReach’ programme, facilitated by our Ambassadors based in regional offices, drives these efforts,” explains Adv Gumede.
Established in 2015, the Office of the Ombudsman serves as a facilitator for investigating and resolving complaints of alleged maladministration and human rights violations against the City of Johannesburg. It also ensures accountability among the City, its departments, and entities.
This year holds particular significance for the Office as it marks the 10th anniversary of the Ombudsman By-Law, 2014. Advocate Gumede emphasises plans to amend the existing document to empower the Ombudsman to enforce binding remedial actions and ensure compliance from relevant departments and entities.
“These amendments will introduce ‘Disciplinary Offences’, holding City employees accountable for non-compliance with lawful instructions from the Ombudsman,” says Gumede.
Additionally, the amendments include provisions for “Offences and Penalties” applicable to members of the public found guilty of contravening the by-law.
“As the Office of the Ombudsman, our duty to the people of the City is significant. However, transparency, accuracy, and service delivery excellence are responsibilities shared between us and the municipality. By prioritising these principles, we can instil faith in the City of Johannesburg among its residents,” concludes Gumede.
Follow the Ombudsman complains process:
1. Call the Joburg’s Call Centre on 0860 -Joburg (562874) or visit your nearest customer service centre.
2. When lodging a complaint with the Ombudsman, make sure that you have the following documents on hand: A fully completed complaint from, a copy of the complainants ID – if acting on behalf of another person, then power of Attorney will be required. A reference number from the City Of Johannesburg, proof of residence and all prior correspondence.
3. Once you have fully completed and signed the complaints form, attach all the supporting documents and e-mail everything to complaints@joburgombudsman.org.za or visit the Office of the Ombudsman or regional offices with all the required documents.
