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
Statement Against Retaliation

What Is IGRM?

The IGRM provides a platform for Aggrieved Parties to submit grievances pertaining to perceived adverse impact of a Project . The IGRM provides a mechanism for prompt 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 dissatisfactions about perceived impacts of Projects with DBSA to explore solutions. These grievances may arise from physical, situational (e.g., employment), and/or social losses and can surface at different stages of the project cycle.  Grievances may pertain to any stage of the Project including the design and planning implementation or close-out.

The purpose of the IGRM is to allow APs to raise their grievances and be given an adequate hearing, but also to endeavour to achieve satisfactory solutions that mutually benefit both the APs and the Project. DBSA is committed to provide a, reliable, transparent, and efficient IGRM mechanism for APs.  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 feedback on actual or perceived impact of Project implementation.
  • Creates awareness on compliance with legislative and regulatory requirements.
  • Provides a forum for resolving grievances and disputes
  • Proactive dispute resolution to avoid unnecessary escalalations or unmanageable breakdowns in relationships.
  • Facilitates effective communication between the project and affected persons in a constructive manner.
  • Build  trust and confidence of community members in the project sites and creates productive relationships between the parties
  • Mitigates or prevents adverse impact of the project on the environment anf communities and leads to appropriate corrective or preventive action
  • Helps avoid project delays and cost increases, and improves 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 project value chain of the country where projects are implemented. Regulatory framework varies from country to country. Applicable Laws include but are not limited to:

  • Basic Conditions of Employment Act;
  • Occupational Health and Safety Act;
  • 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;
  • Fertilizers, 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 legislations.

Where applicable, the legislation provides the legal framework and parameters for the DBSA project operations.

Next: About the DBSA IGRM