2012-11-28: Joburg to establish ombudsman’s office
Johannesburg will soon establish an Office of the Ombudsman to strengthen good governance through increased accessibility, transparency and accountability of the City.
“In our efforts to improve service delivery and residents’ daily experience with any department or entity of the City, we believe that an ombudsman’s office is the proper channel for those who have legitimate complaints against the us”, says councilor Constance Bapela Johannesburg’s Speaker of Council.
The City’s ombudsman will deal with all complaints against the municipality and facilitate mediation and conciliation between affected parties. The ombudsman will investigate complaints against administrative actions, procedures and practices such as improper conduct, unfair treatment, poor service, failure to follow procedures, disregarded of 'Batho Pele' principles and but not limited to failure to respond to an enquiry, complaint or other correspondence.
Councilor Bapela stressed that the ombudsman “does not replace existing City department’s functions” and should therefore only be approached as a “last resort”. She also cautioned that the Office would not be another avenue to resolve billing queries.
According to councilor Bapela the establishment of an independent ombudsman office will ensure that complaints reported are followed through to the ultimate destination which includes internal disciplinary steps and court action where necessary.
A public participation process on the bylaws pertaining to the establishment of the Office will precede the subsequent appointment of the ombudsman and staff. Councillor Bapela says.
“This is a tangible demonstration of the City’s commitment to meet the Joburg 2040 vision objectives which define:
Johannesburg – as a world-class African City of the future; a vibrant, equitable African city, strengthened through its diversity; a city that provides real quality of life; a city that provides sustainability for all its citizens; a resilient and adaptive society.
Ends
Issued on behalf of Councillor Constance Bapela
Speaker of Council City of Johannesburg
By
Virgil James
City of Johannesburg
(011) 407 7226
