Complaints

Everything you need to know about lodging a complaint, what to expect and what the Ombudsman can and cannot investigate.

How to Lodge a Complaint

The complainants would outline the nature of the complaint on an official complaint form, the ground upon which there has been an act or omission, facts known to the complainant or relevant information, and any redress sought. Receipt of a complaint and acknowledgement by the Office of the Ombudsman must be made within 3 days, while relevant parties shall be kept informed of progress until the complaint is resolved.

Before the Ombudsman Investigate

If you have lodged a complaint with a City department and they have not responded sufficiently, you can contact the Office of the City Ombudsman to investigate your matter further.

Complaint Channels

To lodge a complaint with the Ombudsman, complete a complaint form which can be obtained through the Office of the Ombudsman channels: Telephone, Email, Walk in, Website.

Supporting Documents

Once you have completed the form, ensure that you have included all the required information as well as attaching the supporting documents before submitting it.

Prescribed Complaint Rquirements

A fully completed copy of the prescribed complaint form, with the factual situation of your complaint in chronological order. If action on behalf of another person, Power of Attorney will be required. A reference number from the City of Mangaung or the escalated branch must be included. Your contact details, including telephone number and proof of residence, must be supplied. All complaint forms must be signed and dated. The Office of the Ombudsman will not accept unsigned forms.

Download a Complaint Form

Complete forms offline and submit by hand, email or post. No online submission is required.

Download a Complaint Form

You may download and complete the official complaint form below. Bring or post the completed form to our office, or scan and email it to ombudsman@mangaung.co.za.

Download Form

Frequently Asked Questions

What is the Office of the City Ombudsman?

The Office of the City Ombudsman investigates and resolves complaints between the municipality and residents.

The City Ombudsman investigates complaints of maladministration and against procedures and practices.

How much does this service cost?

The Office provides a free service to residents.

What issues may the Office investigate?

We may investigate matters where the municipality:

Did not respond to an enquiry, complaint or other correspondence.
Provided a poor service.
Disregarded the principles of Batho Pele (people first), resulting in people sent pillar to post.
Did not follow procedures on matters that the Office can investigate.
Has not acted properly or fairly.

We cannot investigate matters concerning:

Political decisions and conduct of councillors.
Administrative appeals. Labour-or union related matters.
Tenders or tender-related matters with the City.
Complaint about financial irregularities, fraud and corruption (this should be reported to the City's anti- corruption hotline: (_______________).

Once the Office has received your form, we will decide whether the office of the City Ombudsman is the right place to handle the matter. If not, we will explain why we cannot handle it, and suggest alternative remedies, if any.

When should I lodge a complaint with the Office?

The Office acts as a last internal resort and the process is a voluntary option for alternative dispute resolution.

It normally takes requires conformation that a complainant has exhausted all available avenues within the line departments first before resorting to the Ombudsman.

For this reason the Ombudsman may refer a complaint to the Customer Relations Departmentor relevant line department or sub-council as a first port of call.

What is the possible timeframe for a response from the Office?

We undertake to acknowledge all communication within two working days.

Depending on the complexity of a complaint, you may expect a further response seven to ten days of receipt of the complaint (unless prescribed otherwise).

Further communication will be sent with seven to ten working days regarding your reference number as well as the turnaround time (which is dependent on the complexity of the matter).

How do I lodge a complaint?

You can visit or office and complete the complaint form or alternatively e-mail your complaint to us. You must describe the problem: WHAT HAPPENED, WHO WAS PRESENT AND THE RESPONSE FROM THE DEPARTMENT, IF ANY.

You may also download the prescribed form online for our City Ombudsman webpage: http://www................ in order to complete the complaint and submit the form online.

In order for the Office to assist you we need the following:

A signed letter of consent if you are not the registered owner and a copy of the owner's identity document.

Sufficient information in your complaint:

The nature of the matter, the line department (if known, the grounds on which the complaint is based, any other information, and any redress sought.

Attach copies of relevant documents.

What is the process when dealing with a complaint?

We will mediate between the parties and try to reach a workable solution.

Sending your information to the relevant department.
Independent investigations and evaluation of the department's response.
Liaising with all stakeholders to afford them the opportunity to clarify or provide more information.
Issuing a preliminary report or comment by the relevant department.
Facilitating and alternative dispute resolution meeting between the parties with the aim of setting their differences.
Presenting the Ombudsman's final report and its recommendations to all relevant parties.
Throughout the entire process maintaining a neutral position and considering all sides of the problem, and recommending corrective action where necessary.

We cannot make binding decisions but can recommend corrective action, such as:

Adjustment of incorrect accounts.
Implementing a settlement agreement (a solution agreed to by the parties).
Provision of written reasons.

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