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Guardians of Fairness in Financial, Health, and Legal Sectors

2025/05/13 05:40:24 PM

Tuesday, May 13, 2025 – 10:00 AM SAST (GMT+2) Organised by the African Ombudsman Research Centre (AORC)

The African Ombudsman Research Centre (AORC) hosted a thought-provoking session on the essential roles of specialised Ombudsman offices in the financial, health, and legal sectors. This session, which commenced at 10:00 AM, was led by Ms. Zetu Makamandela, Chair of the IOA Africa and an award-winning Ombuds expert. Ms. Makamandela’s opening remarks set the stage for an engaging and insightful exploration of the critical functions that these Ombudsman offices serve in safeguarding public interests, ensuring fairness, and promoting accountability.

Speaker 1 – Financial Sector Ombudsman: Promoting Accountability and Fairness

The session began with Ms. Reana Steyn, Head Ombud and CEO of the National Financial Ombud Scheme (NFO) of South Africa. In her presentation titled “The Role and Mandate: Promoting Fairness and Accountability in the Financial Sector,” Ms. Steyn underscored the importance of independent mechanisms for handling consumer complaints within the financial services industry.

“At the heart of our mandate is the need to provide an independent, unbiased mechanism for resolving disputes between consumers and financial institutions. Our role is to ensure that fairness is not just a principle, but a practice that can be seen and felt by every South African consumer,” said Ms. Steyn.

She discussed how the NFO assists ordinary South Africans by providing an impartial, accessible, and cost-free platform to resolve disputes with financial institutions. Through her detailed insights, Ms. Steyn highlighted key issues such as consumer education, systemic redress, and the collaboration between Ombudsman offices and financial regulators to foster trust and accountability in the sector.

“We believe that consumer education is paramount. By educating the public, we empower them to understand their rights and hold financial institutions accountable,” she added. Her presentation also touched on complaint trends and successful outcomes achieved by the NFO.

Speaker 2 – Health Sector Ombudsman: Advocating for Patients’ Rights

Next, Professor Taole Mokoena, South Africa’s Health Ombudsman, took the stage to speak on “The Role and Mandate: Advocating for Patients and Resolving Healthcare Complaints.” Professor Mokoena shared the responsibilities of the Health Ombud, which operates under the Office of Health Standards Compliance. He elaborated on how the office ensures that citizens’ right to quality healthcare is protected by receiving and investigating complaints from the public.

“As the Health Ombud, our office is the voice of those who often have no voice—especially vulnerable patients. We are here to ensure that their right to quality healthcare is never overlooked or neglected,” stated Professor Mokoena.

He also highlighted the Ombud’s significant role in advocating for vulnerable patients and driving reforms in healthcare standards. By recounting high-profile cases and his office’s involvement in broader health governance, Professor Mokoena demonstrated how Ombudsman institutions contribute to the continuous improvement of healthcare policies and practices.

“Our work is not just about resolving individual complaints; it's about making systemic changes that improve healthcare standards for everyone. When we make recommendations, we aim for a ripple effect that will raise the standards of care across the entire system,” he emphasized.

Speaker 3 – Legal Services Ombudsman: Ensuring Justice and Accountability

The final presentation was delivered by Ms. Munira Balim, Senior Manager of Complaints and Investigations at the Legal Services Ombudsman – South Africa. Her presentation on “The Role and Mandate: Legal Sector Accountability and Access to Justice” focused on the Ombudsman’s vital oversight function in the legal sector. Ms. Balim discussed how the Legal Services Ombudsman addresses complaints against legal practitioners and law firms, ensuring that professionals in the legal field uphold ethical standards and accountability.

“The Legal Services Ombudsman serves as a crucial watchdog, ensuring that legal practitioners adhere to ethical standards and that ordinary citizens have a clear and accessible route to address grievances,” said Ms. Balim.

Her talk provided invaluable insights into the Ombudsman’s role in enhancing public trust in the justice system, particularly by ensuring transparency and ethical compliance among legal service providers. She also discussed how the office supports citizens, particularly those with limited legal knowledge, by offering a pathway to justice and redress.

“Access to justice is not just a matter of having a lawyer. It’s about ensuring that every citizen, regardless of their legal knowledge or social status, can seek redress if they believe their rights have been violated by a legal professional,” Ms. Balim concluded.

Interactive Q&A Session: Deepening Dialogue and Engagement

Following the presentations, a dynamic Q&A session ensued, moderated once again by Ms. Makamandela. The audience engaged with the speakers on a variety of relevant issues, including cross-sector collaboration among Ombudsman offices, the challenges of maintaining independence in the face of political or corporate pressures, and strategies to raise public awareness in underserved areas. The speakers provided insightful responses, emphasizing the need for ongoing dialogue, capacity building, and sharing of best practices to ensure the effectiveness and impact of specialised Ombudsman offices.

Wrap-Up and Reflections: Strengthening the Ombudsman Role

In her closing remarks, Ms. Makamandela expressed her sincere gratitude to the speakers for their expert contributions and to the participants for their active engagement. She emphasized the critical importance of Ombudsman institutions in enhancing fairness, promoting access to justice, and upholding accountability in sectors as vital as finance, healthcare, and legal services.

Closing Remarks: A Vote of Thanks

The session concluded with a vote of thanks from Mrs. Marion Adonis on behalf of AORC. Mrs. Adonis extended her appreciation to the speakers, the facilitator, and all participants for their contributions. She reaffirmed AORC’s commitment to fostering research, enhancing the visibility of Ombudsman institutions, and supporting capacity-building initiatives across Africa.

Conclusion: A Critical Role in Protecting Rights and Building Trust

This engaging webinar reaffirmed the essential role that specialised Ombudsman offices play in protecting citizens' rights and enhancing governance. The insights shared by the speakers highlighted the significant contributions these offices make in ensuring fairness, transparency, and accountability in the financial, health, and legal sectors. As these institutions continue to evolve, their work remains vital in strengthening public trust and advancing the cause of justice across Africa. The session underscored the importance of specialised Ombudsman institutions in safeguarding democracy and promoting good governance, setting the stage for continued dialogue and collaboration in the years ahead.