How to file a complaint
How to file a complaint

 


Reporting and Lodging a Grievance by the AP

A grievance or complaint may be submitted in any official language. Where the grievance is in a language other than English and the AP is unable to submit a translation, the IGRM will have it translated into English which is a business language for the DBSA. The IGRM may extend any timeframes set out in the IGRM to enable it to fulfil this requirement.  

The IGRM shall provide confidentiality to a complainant or to a representative if requested by the complainant, provided that in the case of a representative the IGRM is satisfied that the confidentiality request is justified in the circumstances of the case.

Complaints will be accepted by the online case registry, email, letter, and by hand delivery at the DBSA offices in Midrand Johannesburg.  Below are the details for the different channels: 

Lodging a grievance through the DBSA online system

All grievances lodged through the DBSA online system www.dbsa.org/en/IGRM/ must complete all required fields of information requested. 

Lodging a grievance through email

All email grievances must contain information requested in the Information required per complaints/grievance page  and emailed to complaints@dbsa.org 

Lodging a grievance through written letter

All written grievances must contain information requested in the Information required per complaints/grievance page and posted to 1258 Lever Road, Headway Hill, Midrand 1685,  Johannesburg.  All written letters must be addressed to the Principal: Stakeholder Strategic Partnerships of the DBSA. 

Lodging a grievance through hand delivery 

All hand delivered grievances must contain information requested in the Information required per complaints/grievance page and hand delivered to 1258 Lever Road, Headway Hill, Midrand 1685, Johannesburg.  All handwritten grievances must be addressed to the Principal: Stakeholder Strategic Partnerships of the DBSA.  

Local Language of the Complainant

All publicly disclosed IGRM reports relating to a grievance or complaints, including eligibility determinations, agreements reached through problem solving, compliance appraisal reports, compliance investigation reports, and monitoring reports, along with other relevant documentation needed to facilitate communication, will be translated into the preferred  local language of the complainant. 

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