Joburg Ombudsman launches new online complaints platform

The Office of the Ombudsman for the City of Johannesburg has launched a new online complaints platform, now live at www.joburgombudsman.org.za

Powered by an advanced Customer Relationship Management (CRM) system, the platform enables residents to submit municipal-related complaints digitally, offering faster and more convenient access to resolution from the comfort of their homes.

For the first time, Johannesburg residents can lodge complaints online and track their progress in real time, reducing the need for in-person visits.

City Ombudsman Advocate Siduduzo Gumede said: “This new system marks a significant step in our commitment to putting residents first. By embracing technology, we’re making service delivery more accessible – at the click of a button and in just four simple steps.”

Key features and benefits:

• 24/7 online access – submit complaints anytime, anywhere.

• Real-time tracking – monitor your case at every stage.

• User-friendly design – simple to navigate on desktop or mobile.

• Accessible support – residents can still contact the office directly if needed.

The digital shift aligns with the office’s mission to strengthen transparency, responsiveness and public trust in municipal governance. By reducing paperwork and delays, the new CRM system allows for quicker complaint resolution and deeper engagement between the city and its residents.

To promote adoption, the Ombudsman’s office will roll out an awareness campaign featuring tutorials, FAQs and community outreach initiatives – ensuring the platform is accessible to all residents, regardless of age, background or technical ability.

Stay informed by following the Ombudsman on Facebook @Joburg Ombudsman and X (formerly Twitter) @jhbombudsman.

For more information, contact Corrine Lekhoane on 081 309 8360 or email corrine.lekhoane@joburgombudsman.org.za