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
Who We Are
Purpose of the DBSA IGRM
The IGRM provides a platform for Aggrieved Parties to submit complaints/grievances pertaining to perceived adverse impacts from projects financed by the DBSA.
Objective of the DBSA IGRM
The objective of the DBSA IGRM is to ensure a transparent, fair, equitable and prompt resolution of complaints/grievances from APs to increase impact, sustainability and efficiency of the DBSA funded infrastructure projects.
DBSA is one of the leading Development Finance Institutions in Africa. It is wholly owned by the government of South Africa. Established in 1983, the DBSA’s primary purpose is to promote economic development, growth and regional integration through infrastructure finance and development that improves the quality of people’s lives. Development effectiveness requires high standards of accountability, transparency, openness, and public participation. The DBSA’s robust governance structures entrench accountability, transparency and responsibility across the DBSA, building the trust necessary for creating long-term value. Effective governance enhances the DBSA’s strategic response, strengthening relations with stakeholders and bolstering risk management.
The IGRM was designed to:
- increase the effectiveness of the DBSA governance processes, project operations and project quality
- be responsive to the concerns of people adversely affected by projects and programmes funded by the DBSA
- provide a platform for transparent, responsive fair and equitable engagement with concerned stakeholders
- adopt an independent and transparent approach to problem-solving
- be cost-effective and expeditious in the delivery of just redress
- be complementary to other monitoring, supervision, audit, quality control and evaluation systems of the DBSA
The DBSA is firmly committed to good governance, sustainable community and environmental impact of DBSA funded infrastructure projects. For this purpose, DBSA will ensure that the IGRM remains effective and in keeping with current international best practices.