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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.

Contact DBSA

-25.9405299 28.1353045
Form fields
Contact Details

Physical Address

Development Bank of Southern Africa
1258 Lever Road
Headway Hill
Midrand
South Africa

Post Address

P O Box 1234
Halfway House
1685
South Africa

Contact Details

Switch Board: +27 11 313 3911
Reception: +27 11 313 3500 or +27 11 313 3297
Email: webmaster@dbsa.org