Residents in Region A were allowed to resolve long-standing municipal complaints face-to-face during a citizen information clinic hosted by the office of the Ombudsman for the City of Johannesburg at the Lonehill Fire Station.

The clinic forms part of the Ombudsman’s annual citizen information clinics, currently being rolled out across Johannesburg under the theme: Working together to deliver real solutions.

Read more: Residents can now lodge municipal complaints to the ombudsman online

The outreach programme began on February 5 and will continue until March 26, bringing services directly to communities throughout the city.

The Lonehill engagement follows another successful clinic held on February 19 in Diepsloot, as the office expands its efforts to make municipal accountability more accessible to residents.

Importantly, organisers confirmed that the clinic remains open until 16:00 today, meaning residents still have time to visit the venue and lodge complaints or seek assistance.

Ntsika Shilane, who is in the complaints and investigations department, said their office investigates complaints submitted by residents who have struggled to resolve issues through normal municipal channels.

“This open day was initiated to resolve existing queries lodged with our office, while also allowing new complaints from residents who have not yet approached us.”

He said, as an office of last resort, the Ombudsman typically handles cases where residents have already engaged city departments without success. However, officials also assist first-time complainants by guiding them through the reporting process.

Also read: Entities to councillors to Ombudsman: How to escalate service delivery issues

Several concerns were brought forward during the session, highlighting ongoing service delivery challenges experienced by residents. “So far, there was a water query that I had to refer to our stakeholders, and we’ve also handled a race-related query, which is fairly new and had to be registered with our office.”

Once complaints are registered, residents receive reference numbers and feedback within a few days to ensure investigations can move forward.

@caxtonjoburgnorth WATCH: Ombudsman office, at Lonehill Fire Station, is inviting the community to come through to lay their complaints and let their issues be resolved. Video: Ditiro Masuku #Fourways #Ombudsman ♬ original sound – Caxton Joburg North

Shilane said the Ombudsman works closely with departments and municipal entities within the City of Johannesburg to investigate complaints and verify information. “We investigate cases through our interaction with the entities and departments of the city. Because they have access to all the systems, they provide the information needed to determine whether there is a discrepancy between what residents allege and what is recorded.” Determinations are then made based on the feedback received and the evidence gathered.

Ward 94 councillor David Foley attended the clinic, emphasising the importance of direct interaction between residents and municipal structures. “This is a wonderful opportunity to engage with residents, not via email, but face-to-face. If there’s a major complaint that hasn’t been addressed for a long time, the Ombudsman can work with entities right here and now to try to get some resolution.”

Foley added that in-person engagements help residents feel heard and reassured that their concerns are receiving the attention they deserve.

The citizen information clinics aim to strengthen accountability while improving communication between residents and the municipality.

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