Management of Complaints: How to File a Complaint
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
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 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 must complete all required fields of information.
Lodging a grievance through email
All email grievances must contain the information requested under “Information Required Per Complaint/Grievance” and be emailed to dbsa@dbsa.org.
Lodging a grievance through a written letter
All written grievances must contain the information requested under “Information Required Per Complaint/Grievance” and be 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 the information requested under “Information Required Per Complaint/Grievance” and be 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.