Effective Date: 10 October 2025

1. Who Can Complain

1.1. A natural person who has a direct interest in published material may lodge a complaint.

1.2. Third-party complaints will be accepted if:

1.2.1. the person affected by the published material cannot act in his or her own name; or

1.2.2. good cause is shown.

1.3. A company, trust, association, or other corporate institution with a direct interest in the published material may also submit a complaint, subject to rule 3 below.

2. Waiver

2.1. No complaint will be accepted unless the complainant, or in the case of third-party complaints, the person affected by the publication, waives their rights to institute an action or application in any court or tribunal.

2.2. The waiver must be unequivocal and in accordance with the prescribed form (“Form A”).

2.3. The waiver will only be required if no settlement in terms of rule 5 below can be reached.

3. Deposit

3.1. Any complainant other than a natural person, a registered Non-Profit Organisation (NPO), or a Public Benefit Organisation (PBO) shall pay a refundable deposit of R5,000.00 before the complaint is considered by the Ombuds.

3.2. The deposit becomes payable only if no settlement in terms of rule 5 can be reached.

3.3. If the complainant referred to in 3.1 is substantially successful, the deposit will be refunded.

3.4. The Ombuds may waive the deposit requirement on good cause shown.

4. Minimum Content of a Complaint

4.1. Every complaint must follow the format of Form B.

4.2. Each complaint must contain at least the following:

• Full particulars of the complainant

• The article or articles which contain the published material complained of

• The reasons for the complaint

• The rights of the complainant that have been breached

• Any harm or damages suffered as a consequence of the publication

5. Settlement Procedure

5.1. Once a complaint has been received (Form B), it shall be referred to South African Daily’s designated Complaints Officer, who acts as a public advocate for mediation.

5.2. Within 14 (fourteen) days of receipt, the Complaints Officer shall:

Assist the complainant to amend the complaint if it is incomplete or non-compliant

• Endeavour to reach a settlement between the complainant and South African Daily

5.3. Failing settlement, the complainant shall:

• Complete the waiver and, where applicable, pay the deposit

• Call upon the relevant editor to submit a response within 7 (seven) days

• Refer the complaint to the Ombuds for adjudication

6. Rules of Adjudication – Ombuds

6.1. If the Ombuds can rule on the complaint based on documents alone, they will do so within 21 (twenty-one) days of referral.

6.2. If the matter cannot be decided on documents or there is a dispute of fact, a hearing will be called.

6.3. At the hearing:

• The procedure will be informal and determined by the Ombuds

• The rules of natural justice shall apply

• Neither party will be entitled to legal representation unless permission is granted on good cause shown

7. Rulings and Sanctions

7.1. Once the Ombuds has ruled, both complainant and editor shall be informed immediately.

7.2. The Ombuds shall publish the ruling on South African Daily’s website.

7.3. If the complaint is upheld, the Ombuds may impose sanctions including:

• A reprimand

• A directive to publish a correction, retraction, and/or apology in a prescribed format

• Compensation for proven damages up to a maximum of R25,000.00 (per requirements in Form B)

• Refund of any applicable deposit

7.4. The Ombuds’ decision is final and binding, subject to appeal under section 8.

7.5. Every ruling shall inform the complainant of their right of appeal.

8. Rules of Appeal

8.1. Any party subject to an adverse ruling may apply for leave to appeal.

8.2. Applications must follow Form C and be submitted along with the record of proceedings.

8.3. Appeals will be reviewed by the Ombuds Appeals Chair, who may:

• Uphold the appeal

• Vary the Ombuds’ ruling

• Dismiss the appeal

8.4. The Appeals Chair’s decision is final and binding.

9. Overriding Principles

9.1. This procedure is designed to provide a quick, accessible, and inexpensive resolution of disputes relating to South African Daily publications.

9.2. It provides ordinary readers, including those without financial means, with an informal forum to complain about breaches of the press code.

9.3. It offers an alternative to litigation and prioritises mediation, accountability, and transparency.

Form Submissions

Form A – Waiver

Form B – Complaint Submission

Form C – Appeal Application

Submit completed forms to:

[complaints@southafricandaily.co.za](mailto:complaints@southafricandaily.co.za)

Ombuds Office, South African Daily, South Africa