The office of the Johannesburg Ombudsman has announced that residents can now submit municipal-related complaints online, and it is all thanks to their new digital platform launched for the City of Johannesburg.

The feature, available on the ombudsman office website, is powered by an advanced Customer Relationship Management (CRM) system, allowing complaints to be lodged and tracked digitally in real time.

Read more: Entities to councillors to Ombudsman: How to escalate service delivery issues

“This new system marks a significant step in our commitment to putting residents first,” said Advocate Siduduzo Gumede from the City of Johannesburg Ombudsman, in a media statement.

“By embracing technology, we’re making service delivery more accessible – at the click of a button and in just four simple steps.”

The platform allows residents to submit complaints anytime, from anywhere, and monitor the progress of their cases at every stage.

It has been designed to be user-friendly on both desktop and mobile devices, while residents who require assistance can still contact the office directly.

“This digital transformation aligns with the office’s mission to strengthen transparency, responsiveness, and public trust in municipal governance. By minimising paperwork and delays, the new CRM system enables faster complaint resolution and deepens engagement between the city and its residents.”

To encourage adoption, the Office will launch an awareness campaign that includes tutorials, FAQs, and community outreach initiatives, ensuring the platform is accessible to all residents regardless of age, background, or technical ability.

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