Mandate of the IGRM: Governance Structure

Independent Grievance Redress Mechanism (IGRM)
About the DBSA IGRM
What Is a Grievance, and What Do We Do
Mandate of the IGRM: Compliance Review
Mandate of the IGRM: Problem-Solving
Mandate of the IGRM: Monitoring & Evaluation
Mandate of the IGRM: Governance Structure
Management of Complaints: How to File a Complaint
Management of Complaints: Information Required Per Complaint/Grievance
Management of Complaints: How We Handle Complaints
Statement Against Retaliation

Governance Structure of the IGRM 

The IGRM Committee shall be constituted from eight separate functions within the DBSA .  These include: 

• ICT Unit is responsible for the automated online case system.  The department shall establish and maintain an effective Case Management System;
• Communications, Marketing and Events Unit acts as the webmaster; 
• Strategic Stakeholder Management Unit is responsible for conducting outreach activities aimed at making the mechanism better known through various communication channels and understood both within and outside the DBSA;
• Legal Unit is responsible for legal advice required in course of addressing complaints.  Legal Unit may draw on Experts from the DBSA’s approved panel of Law Firms to assist in assessing grievances; 
• Compliance Unit shall assess the DBSA’s accountability on whether it has or has not complied with its operational policies and procedures that affect or may affect local people directly, materially and adversely;   
• Environmental and Sustainability Unit is responsible for making all stakeholders of the project aware of the IGRM process throughout the project lifecycle; and
• Monitoring and Evaluations Unit is responsible for monitoring implementation of recommended actions within the agreed timeframe.

Should any DBSA function be conflicted in attending to a grievance, the IGRM Chairperson shall exclude that function from the IGRM committee. Where necessary, Experts may be appointed to assist the IGRM Committees with investigations or to provide advice on any aspect of a complaint. 

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