Ombudsman schemes provide dispute resolution services in response to complaints regarding service delivery and maladministration.
Ombudsman schemes are independent and impartial. Their operations are guided by clearly stated rules and values.
Ombudsman schemes operate without fear or favour, and reach decisions without being subject to undue influence.
Independent
An ombudsman must be free from undue influence from any party.
Accessible
The ombudsman must actively eliminate any barriers to entry to their services.
Fairness
The ombudsman must assess each complaint according to principles of natural justice.
Accountable
The ombudsman must be open and transparent.
Effective
The ombudsman must act promptly, efficiently and in keeping with agreed timelines.
Impartial
All decisions must be made only on the facts of each case.
South Africa is recognised as a world leader in providing ombudsman services. Our nation has a mature ombudsman ecosystem consisting of a wide range of schemes, with a successful track record of resolving issues and driving positive change.
Our unique heritage and history have contributed to the widespread acceptance of this approach:
Dispute resolution experience gained during the peaceful transition to democracy in 1994.
The need for accessible and inexpensive dispute resolution services in an unequal society.
Indigenous traditions of out-of-court dispute resolution e.g., the Zulu Lomxazululi – ‘solver of problems‘.
Please visit again soon for the latest TOASA news, plus updates on how we represent our members and promote the role and importance of ombudsman schemes.
As part of their commitment to transparency and accountability, each TOASA member publishes an annual report in addition to other publications.
These consumer bodies are not necessarily ombud schemes; nor are they members of TOASA. They do however provide specialist consumer assistance and protection services and solutions.