Independent Grievance Redress Mechanism

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

What Is IGRM?

The IGRM provides a platform for Aggrieved Parties, including communities or interest groups, to submit grievances pertaining to the adverse impact of a DBSA funded project to the DBSA. The IGRM establishes a resolution of grievances whilst fostering dialogue and problem-solving through relevant dispute resolution tools. The IGRM activities and complaint-handling processes are guided by the IGRM procedure below.

Aggrieved Parties can raise their grievances and dissatisfaction about actual or perceived impacts to find a satisfactory solution. These grievances can be influenced by their physical, situational (e.g., employment), or social losses and can surface at different stages of the project cycle. Some grievances may arise during the project design and planning stage, while others may come up during project implementation. 

Not only should Affected Persons (APs) be able to raise their grievances and be given an adequate hearing, but satisfactory solutions should be found that mutually benefit both the APs and the project. It is equally important that APs have access to legitimate, reliable, transparent, and efficient DBSA IGRM mechanisms responsive to their complaints. Table 1 below demonstrates IGRM benefits to both the project and the AP and other stakeholders.

Table 1: IGRM benefits to both the project and the AP and other stakeholders
Benefits to Projects Benefits to Affected Persons and Other Stakeholders
  • Provides information about project implementation 
  • Provides an avenue to comply with government policies and legislative requirements
  • Provides a forum for resolving grievances and disputes 
  • Resolves disputes relatively quickly before they escalate to an unmanageable level 
  • Facilitates effective communication between the project and affected persons 
  • Helps win the trust and confidence of community members in the project sites and creates productive relationships between the parties 
  • Ensures equitable and fair distribution of benefits, costs, and risks
  • Mitigates or prevents adverse impacts of the project on the environment and communities and leads to appropriate corrective or preventative action 
  • Helps avoid project delays and cost increases, and improves the quality of work
  • Provides a cost-effective method to report grievances and complaints 
  • Establishes a forum and a structure to report grievances with dignity, and access to a fair hearing and remedy 
  • Provides access to negotiate and influence the decisions and policies of the project that might adversely affect them 

Adopted from the Asian Development Bank

Legislative Requirements

All DBSA funded projects are required to adhere to the relevant environmental and social policies, frameworks, legislation, and standards throughout the country’s project value chain where projects are implemented. Regulatory framework varies from country to country and (include but not limited to): 

  • Basic Conditions of Employment Act
  • Occupational Health and Safety
  • Compensation for injuries
  • National Environmental Management Acts: (Waste, Biodiversity, Air Quality, Protected Areas, National Health, Forests and Coastal Management, etc.)
  • Preferential Procurement
  • Skills Development
  • Labour Relations Act
  • The Constitution of the Republic of South Africa Act
  • Fertilisers, Farm Feeds, Agricultural Remedies and Stock Remedies
  • Heritage Resources Act
  • Land Reform, Minerals and Petroleum Resource Development Amendment Act
  • Municipal Finance Management Act
  • Unemployment Insurance Fund Act and other relevant legislation 

These sets of legislation provide a framework and parameters for the DBSA project operations.

Next: About the DBSA IGRM