26/05/2026
The African Ombudsman Research Centre (AORC), a research and training arm of the African Ombudsman and Mediators Association (AOMA), in collaboration with the International Ombudsman Institute (IOI), the Department of International Relations and Cooperation (DIRCO), the University of KwaZulu-Natal (UKZN), and the Public Protector South Africa (PPSA), successfully hosted a high-level webinar under the theme:
“Showcasing Sectoral Ombudsman: Spotlighting Pensions, Insurance, and Tax Ombudsman Offices.”
The webinar brought together Ombudsman practitioners, regulators, governance experts, and participants from across Africa and beyond to reflect on the growing role of specialised Ombudsman institutions in advancing accountability, fairness, economic justice, and citizen protection.
Representing the Public Protector South Africa and AORC Board Chairperson, Adv. Kholeka Gcaleka, Ms. Thandi Sibanyoni described the webinar as “a valuable platform for learning, knowledge exchange, and professional engagement” responding to “the growing need to better understand the mandates, processes and practical contributions of sectoral ombudsman institutions within the broader accountability ecosystem.”
Facilitated by Hon. Adv. Tlotliso Polaki, Ombudsman of Lesotho, the discussions highlighted the “growing and often underappreciated role of sectoral ombudsman institutions in advancing accountability, economic justice, ethical administration, and citizen protection.”
Mr. Lebogang Mogashoa, Pension Funds Adjudicator of South Africa, emphasised the importance of “economic, expeditious and procedurally fair resolution of complaints” and the need for “timely, fair, cost-effective and efficient redress when things go wrong.”
Ms. Denise Gabriels from the National Financial Ombud Scheme South Africa (NFO) highlighted that complaints must be resolved “in a way that is accessible, effective, efficient, fair, impartial, independent and timely,” while ensuring outcomes that are “equitable, fair and reasonable in all the circumstances.”
The webinar also featured a special video presentation by Ms. Ruth Owen, Tax Ombudsman of Australia, who reflected on the role of independent oversight in ensuring fairness within tax administration systems. Her presentation focused on how systemic investigations, listening to taxpayer experiences, and identifying administrative gaps can strengthen accountability, improve service delivery, and build greater public trust in revenue institutions.
Thank you to all speakers, participants, interpreters, organisers, and partners who contributed to the success of this important Africa Day engagement.
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