Management of Complaints: Information Required Per Complaint/Grievance

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

All grievances must have the name, address, telephone number, email, and other contact information of the complainant provided. If a grievance or complaint is submitted on behalf of a complainant by a different person or entity, the identification of the complainant on whose behalf the grievance or complaint is being submitted should be provided. In addition, evidence of authorisation by the complainant for the grievance or complaint to be submitted, and acknowledgement of that authorisation by the person or entity concerned should be provided, if relevant. In addition, a complainant should provide the following information:

  • the name, location, and nature of the project or programme that has caused or may cause adverse impacts
  • detail of the adverse impact which the Aggrieved Party wishes to have addressed
  • the outcome or intervention desired by the Aggrieved Party
  • an indication of whether the complainant requests confidentiality

In addition, where possible, a complainant/AP may wish to include:

  • a description of the relevant DBSA operational policies and procedures or institutional project arrangements, if known, that the complainant alleges have not been complied with
  • a description of other efforts including access to grievance/redress mechanisms of the DBSA or other dispute resolution processes, if any, that the complainant/AP has pursued or intends to pursue to resolve the concerns, and redress, if any, already received from such efforts
  • other relevant information including documents, media reports, photographs, videos and recordings, if any, which might assist or facilitate the IGRM’s processing of the grievance or complaint

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