Management of Complaints: How We Handle Complaints

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

Requirements from DBSA Clients

The DBSA requires every client to provide an Independent Grievance Redress Mechanism, process, or procedure to receive and resolve project-affected parties’ concerns and grievances arising from the project. The grievance mechanism should be proportionate to the project risks and impacts. When interested and affected parties are unable to obtain an adequate response from a client, then the AP can resort to following DBSA grievance procedures. After bringing their concerns directly to the DBSA's attention and giving DBSA IGRM a reasonable opportunity to respond as per stipulated guidelines, project-affected parties may follow the procedures outlined on the DBSA website

The client grievance mechanism, process, or procedure will:

  • address concerns promptly and effectively at no cost and without retribution
  • not prevent access to judicial or administrative remedies where necessary
  • handle project beneficiaries and project APs’ grievances in a culturally appropriate, discreet, objective, transparent, sensitive and responsive manner
  • allow for anonymous complaints to be raised and addressed

The client will explain the grievance process during community engagement activities and publicise a record of concerns raised, the responses to all grievances received, and the status of reported grievances.

Figure 1: Process flow for registration to resolution

process flow

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