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
The IGRM Committee determines the eligibility of requests for a compliance review, including recommendations to authorise a Compliance Review or not, within 30 days which the Chairperson of the IGRM will approve/decline. Once the IGRM Committee Chairperson approves the review, the IGRM Experts constitute the Compliance Review Panels to undertake the compliance review. The recommendation for a compliance review and the decision is promptly communicated to the APs and any other interested person. A summary of the decision and the recommendation for a compliance review shall be published on the DBSA‘s IGRM website depending on a confidentiality agreement.
The Compliance Review Panel conducts a Compliance Review in accordance with the authorised Terms of Reference and timeframe. The Compliance Review Panel may:
- solicit additional oral or written information from, or hold meetings with the requestors and any interested party
- undertake site visits to the project(s) in issue
- retain additional expertise (consultants) to assist with an inquiry, assessment, review or exercise of specific issues
After completing its investigations, the Compliance Review Panel shall within 30 days write the compliance review report containing the panel’s findings and recommendations and circulate it to the DBSA governance structures responsible for approving projects for review and comments on factual matters only. The DBSA governance structures responsible for approving projects shall submit its comments to IGRM within twenty-one (21) business days from the date of receipt of the draft report from IGRM. Upon receipt of comments from the DBSA governance structures responsible for approving projects, the panel shall finalise its report. The panel submits the Compliance Report that has considered the DBSA governance structures’ factual amendments, if any, to the Chairperson of the IGRM, including its findings and recommendations for:
- any remedial change in the scope or implementation of the Bank-financed project
- any remedial change to systems or procedures of the Bank to avoid a recurrence of similar non-compliance which resulted in complaints about harm
- any further steps to be undertaken to monitor the implementation of the remedial action plans referred to above
Subject to the Bank Group’s Disclosure and Access to Information Policy provisions, the Compliance Review Report shall be made available to the APs. Thereafter, it is published on the DBSA IGRM website.
Upon receipt of the Compliance Review Report by the Chairperson of the IGRM, the Chairperson prepares a response and an action plan based on the Compliance Review Report’s findings.
The Compliance Review Report may not recommend the award of compensation or any other benefits to the APs or any other person, entity or government beyond that which may be expressly contemplated in a relevant Bank Group policy.