The Health Ombudsman, whose official title is the Health Ombud, investigates unresolved complaints about the quality of care received at public and private health establishments in South Africa. The office sits within the Office of Health Standards Compliance and its staff use ohsc.org.za mailboxes, but complaints are lodged through the Health Ombud channels below.
Official contact channels
- Complaints, toll-free: 080 911 6472
- General enquiries: 012 942 7700
- SMS line for complaints: 48090
- Complaints call centre WhatsApp line: 060 012 3456
- Complaints email: [email protected]
- Communication and media enquiries: [email protected]
- Fraud and Ethics Hotline, toll-free: 080 000 3231, email [email protected], SMS 30916
- Office hours: 08:00 to 17:00
The Fraud and Ethics Hotline is a separate reporting line run for the office and is not the route for a complaint about clinical care. Use 080 911 6472 or the complaints mailbox for care complaints.
What this regulator handles
The Health Ombud accepts complaints about the following, at both public and private hospitals and clinics:
- Inappropriate medical treatment
- Unprofessional behaviour or conduct by healthcare professionals or personnel
- Unsafe or inappropriate conditions at a healthcare facility
- Provision of poor-quality healthcare services
Complaints may be lodged by any member of the public, by a healthcare user, or by someone acting on behalf of a relative, a minor or another member of the public. Whistleblowers are guaranteed anonymity and a complaint may be lodged anonymously.
Complaints and escalation process
- Lodge the complaint with the health establishment first, verbally or in writing. Facilities are expected to follow the complaints management guidelines in resolving it.
- If the facility does not resolve it, escalate to the Health Ombud on 080 911 6472, by SMS to 48090, or by email to [email protected].
- Lodge within two years of the date of the incident.
- Choose the named or the anonymous complaint form. The named form asks for details of the complainant, the patient and incident, the health establishment, and whether the complaint was first lodged with the facility.
- Investigation length depends on the severity and complexity of the complaint. Complainants are updated on progress at regular intervals.
Address and operating information
- Address: 7 Eco-Glades Office Park 1, Block B, 70 Ribbon Grass Street, Highveld, Centurion, Pretoria
- Telephone: 012 942 7700
- Hours: 08:00 to 17:00
Sources
- healthombud.org.za/contact-us/ (contact channels, address, hours)
- healthombud.org.za/submit-a-complaint/ (scope, who may complain, time limit, process)