The City of Cape Town’s Ombudsman Office has launched an SMS service to make it easier for residents to seek assistance and to keep the City on its toes. Residents may also send a ‘Please Call Me’ for assistance. It is hoped this service will assist the more vulnerable residents in particular to have greater access to information and complaint channels. The launch coincides with World Consumer Rights Day, which is being commemorated today, 15 March 2021.
Residents will now be able to send a message to 44781(standard rates apply) or a ‘Please Call Me’ (free of charge) to get information and assistance on how to lodge a complaint. The Ombud’s Office undertakes to respond to an SMS query within two working days.
‘The launch of the SMS 44781 service is truly exciting. At its core, it is about bringing services closer to all the residents of Cape Town. The quick-access, easy and affordable SMS service is a dedicated channel for general queries and advice on how to lodge a complaint. It is important that our services are accessible especially to the most vulnerable residents. We have to move with the times and offer services on the channels that our residents use most. Covid-19 will also continue to have a profound impact on how services are offered,’ said the City’s Ombudsman, Vusumzi Magwebu.
How to use the SMS 44781 service
- Complainants must please limit the SMS message to 160 characters per message.
- Complainants may submit an instant message as:
A new message: complainant to please provide a brief description with their name, surname, telephone number and municipal account number.
A follow up: if there is on an existing complaint lodged, complainant should please include their municipal account number, a brief message.
- Complainants will receive an automated response and the Ombud’s Office will try to respond to complainants within two working days.
- On receipt of a complaint, the Ombudsman’s Office will assess the matter to determine jurisdiction as per the By-law and policy, and will notify the complainant of the outcome.
- If it is a matter that the Ombud can investigate, complainants will be assisted with the correct complaints forms via online channels or post.
- On average, for complaints that are not too complex and where documentation is submitted timeously by the complainant, the turnaround time is up to three months from complaint to resolution.
- Actual complaints cannot be submitted via telephone, but complainants will be assisted with obtaining the forms and will be guided through the submission process.
Nature of complaints
- If a member of the public has lodged an enquiry or complaint about service delivery with a City department and an insufficient response has been received, the City Ombud may be contacted to investigate the matter further.
- It is important to first approach the relevant City department and provide proof of the exchange before approaching the Ombudsman.
Lodge a complaint with the Ombudsman
Once a complaint form has been completed it can be sent by post or delivered to:
The Ombudsman
Third floor
Tower Block
Cape Town Civic Centre
12 Hertzog Boulevard
8001
Cape Town
Alternatively, the complaint form can be emailed to ombudsdirect@capetown.gov.za or faxed to 021 400 5952.
Please always describe a complaint in detail, including the name/s of the official/s involved, what happened and any relevant dates and times. Please always include any relevant documentation or evidence. The Ombudsman’s Office will assess the complaint, to determine whether the office can assist or whether to direct the complainant to the appropriate department or institution.
The office follows the Ombudsman By-law (2015). It functions with independence, credibility and impartiality. It is against the law and South African Constitution to interfere in the business, powers and functions of this office. The City encourages members of the public to approach the Ombudsman once they have exhausted the required channels.
There are many City complaint channels available to members of the public, depending on the nature of the complaint.
The Ombudsman does not investigate the following complaints, as there are other complaint channels for these:
- any legislative or executive decisions by the Council, any of its portfolio committees or subcouncils;
- any matter involving an allegation of fraud, corruption or corporate crime as referred to in the City’s Fraud Prevention Policy;
- any matter or dispute which must be dealt with or settled within the field of labour law;
- any allegation relating to financial irregularities;
- any cases where the complainant has not reported the matter to the line department as first port of call;
- any alleged irregular conduct of a councillor;
- any complaint which is vexatious or frivolous;
- any tender-related matter; and
- administrative appeals.
Contact for assistance/information
- SMS 44781
- Call Centre: 021 400 1701 and 021 400 9441 (Monday to Friday (except public holidays) between 10:00 and 14:30
- Email: ombudsdirect@capetown.gov.za
For more information, please visit: http://www.capetown.gov.za/City-Connect/Report/Lodge-a-formal-complaint/Lodge-a-complaint