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
Governance Structure of the IGRM
The IGRM shall be constituted by seven separate functions within the DBSA in the different IGRM committees as follows:
- The ICT department is responsible for the automated online case system. The department shall establish and maintain an effective Case Management System.
- The Communications, Marketing and Events department acts as the webmaster.
- Strategic Stakeholder Management is responsible for conducting outreach activities aimed at making the mechanism better known through various communication channels and understood both within and outside the DBSA;
- The Legal department is responsible for the problem-solving function and finding satisfactory solutions to problems caused or likely to be caused by the DBSA financed projects;
- The Compliance department focuses on the DBSA’s accountability on whether it has or has not complied with its operational policies and procedures that affect or may affect local people directly, materially and adversely. This department also manages the IGRM process and conducts spot-check advisory reviews of project compliance.
- Environmental and Sustainability department is responsible for making all stakeholders of the project aware of the IGRM process throughout the project lifecycle; and
- Monitoring and Evaluations unit is responsible for monitoring the implementation of recommended actions within the agreed timeframe.