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Local Government Ombuds and Community Complaints Resolution

This course develops the skills to establish complaint handling and ombuds style functions that resolve community grievances fairly and quickly. Participants learn to receive and investigate complaints, mediate disputes and use complaint patterns to improve services. The programme responds to the community protests and mistrust that arise across African municipalities when grievances go unresolved.

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Register for this course

What you will be able to do

  • Explain the value of an accessible complaints and ombuds function in local government.
  • Set up channels for communities to lodge complaints and grievances.
  • Investigate complaints impartially and gather relevant evidence.
  • Mediate disputes between residents and the municipality.
  • Recommend fair remedies and track their implementation.
  • Use complaint trends to drive service and policy improvements.

Course outline

  1. 01The Case for Community Complaints Resolution
  2. 02Setting Up Complaint Channels
  3. 03Receiving and Recording Complaints
  4. 04Impartial Investigation
  5. 05Mediation and Dispute Resolution
  6. 06Remedies and Follow Up
  7. 07Learning from Complaint Trends

Who should attend

This course suits complaints officers, community liaison staff, customer service managers and officials responsible for resolving community grievances.

Dates, venues and fees

DatesVenueDaysFeeCalendarRegister
28 to 29 Sep 2026Mbabane2US$1,100Closed
29 to 30 Sep 2026Lusaka2US$1,100Register
30 Sep to 1 Oct 2026Harare2US$1,100Register
1 to 2 Oct 2026Lilongwe2US$1,100Register
5 to 6 Oct 2026Blantyre2US$1,100Register
6 to 7 Oct 2026Mozambique2US$1,100Register
7 to 8 Oct 2026Nairobi2US$1,100Register
8 to 9 Oct 2026Dar es Salaam2US$1,100Register
12 to 13 Oct 2026Kigali2US$1,100Register
13 to 14 Oct 2026Kampala2US$1,100Register
14 to 15 Oct 2026Accra2US$1,100Register
15 to 16 Oct 2026Lagos2US$1,100Register
19 to 20 Oct 2026Cairo2US$1,100Register
20 to 21 Oct 2026Mauritius2US$1,100Register
21 to 22 Oct 2026Dubai2US$1,100Register
22 to 23 Oct 2026Online2US$900Register
3 to 4 Dec 2026Johannesburg2R10,000Register
7 to 8 Dec 2026Cape Town2R10,000Register
8 to 9 Dec 2026Durban2R10,000Register
9 to 10 Dec 2026Pretoria2R10,000Register
10 to 11 Dec 2026Windhoek2US$1,100Register
14 to 15 Dec 2026Gaborone2US$1,100Register
17 to 18 Dec 2026Maseru2US$1,100Register

Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.

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Next session
5 to 9 Oct 2026
Venue
Lagos
5 day programme
FromR18,000
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