Be Part of Safeguarding Quality Healthcare

Report unresolved complaints regarding the poor quality of healthcare
received from public and private facilities.

Complaints may be lodged anonymously with identity protected!

Lodge a Complaint complaints@healthombud.org.za Call Center: 0809116472
Complaints Call Centre(CCC)

Our highly skilled Complaints Call Centre Officers receive complaints from the
members of the public through calls, emails and letters. Our Complaints
Management System is well equipped to receive all complaints from any part
of the world.
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Complaints Assessment Unit (CAU)

All medium risk rated complaints are thoroughly assessed and resolved at the
CAU. Our highly skilled assessors are allocated a
handful of complaints per person to ensure quality assessment and resolution of
each complaint. The High and Extreme rated complaints are escalated to the
Complaints Investigation Unit.
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Complaints Investigation Unit (CIU)

All High and Extreme risk rated complaints are investigated in our Complaints
Investigation Unit. The CIU is comprised of two sub-units, the Clinical
Complaints Investigation Unit which focuses on healthcare complaints,
and the legal cases unit which focuses on legal cases, legal support to the Health
Ombud and National Preventative Mechanism (NPM).

“We investigate complaints without fear, favour, bias or prejudice”
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National Preventative Mechanism (NPM)

The Health Ombud, as the steward of healthcare services, is a designated NPM member.
The South African Human Rights Commission is the national institution established to support constitutional democracy.
It is committed to promoting respect for, observance of and
protection of human rights for everyone without fear or favour.
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Professor Taole Mokoena
Health Ombud of South Africa

Why We Exist

To protect and promote the health and safety of users of health services by considering, investigating, and disposing of complaints in the national health system relating to non-compliance with prescribed norms and standards.
To contribute towards a development of public service culture characterised by fairness, dedication, commitment, openness, accountability and the promotion of the right to good public administration.

The National Health Amendment Act of 2013, directs the Health Ombud to perform his/her functions in good faith and without fear, favour, bias or prejudice. Furthermore, the Act empowers the Health Ombud and the staff assisting the Ombud with the authority to consider, assess, and investigate all complaints related to norms and standards in various health establishments in South Africa. Upon conclusion of each investigation, the Health Ombud furnishes the Complainant and the Health Establishment with an investigation report containing his findings and recommendations. This is to ensure that any breaches of norms and standards are rectified and that there is safe and quality healthcare in South Africa.

Functions of the Health Ombud

The Health Ombud may, in terms of the Act, consider, investigate and dispose of the complaint relating to breaches of the norms and standards in a fair, economical and expeditious manner. A complaint may involve the following:

An act or omission by a person in charge of or employed by a health establishment; or
Any facility or place providing a health service.

In conducting their investigation, the Ombud may be assisted by any person in discharging the following duties:

Obtaining affidavits or a declaration from any person;

Direct any person to appear before them;
Direct any person to give evidence or produce any document in their control which has a bearing on the matter under consideration or being investigated; and interrogate such person.

The Act allows the Ombud to request an explanation from any person they reasonably suspect of having information that has a bearing on a matter under consideration or that is being or to be investigated. The Ombud also requires any person appearing as a witness to give evidence under oath or after having made an affirmation.

Be Part of Safeguarding Quality Healthcare

Complaints Call Centre(CCC)

Complaints Assessment Unit (CAU)

Complaints Investigation Unit (CIU)

National Preventative Mechanism (NPM)

Why We Exist

Functions of the Health Ombud

The statistics reflects the complaints received over a 12-month period.

Submit a Complaint Form

Details of Complainant

Details of the Patient/ Incident

Details of the Health Establishment

Details of Complaint

Details of the Health Establishment

Details of Complaint