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

Powered by an advanced Customer Relationship Management (CRM) system, the service allows residents to lodge municipal-related complaints digitally — quicker, easier, and from the comfort of their homes.

For the first time, residents can track their cases in real time, reducing the need for in-person visits.

“This system is a major step in putting residents first,” says Advocate Siduduzo Gumede, City Ombudsman. “By embracing technology, we’re making services more accessible — at the click of a button in just four simple steps.”

Key benefits:

• Lodge complaints 24/7, anytime, anywhere
• Track case progress in real time
• Simple, mobile-friendly design
• Direct support for residents needing assistance

This digital shift strengthens transparency, speeds up resolutions, and builds public trust. An awareness campaign with tutorials, FAQs and community outreach will ensure the system is easy for everyone to use.