Mandate of the IGRM: Problem-Solving

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
Statement Against Retaliation

Problem-Solving (Mediation)

The objective of the problem-solving (mediation) exercise is to restore an effective dialogue between the APs and any interested persons with a view to resolving the issue(s) underlying the grievance without seeking to attribute blame or fault to any party. The Chairperson of the IGRM invites all relevant parties including but not limited to the APs, Bank representatives, project owners or promoters, and other interested persons in the complaints about projects to participate in problem-solving mediation.

  • The DBSA will adopt a participatory and flexible approach, focused on assisting the parties in finding and/or developing an effective solution to the concerns raised by the AP.
  • The focus of problem solving is on addressing the concern that gave rise to the grievance or complaint in a way that meets the interests of the AP and the other parties towards a mutually satisfactory solution.
  • While a problem-solving process may seek to identify who can take constructive action, a problem-solving process does not seek to determine culpability. 
  • Problem solving is a voluntary process and will be used by the IGRM Committee only with the agreement of the AP and other parties. 
  • Problem solving processes vary in duration, according to the nature, complexity, and scope of the issues, and other factors.
  • The IGRM Committee will work with the parties in establishing a reasonable timetable for the process and will endeavor to work efficiently and expeditiously in assisting the parties in finding solutions to the concerns raised.
  • The timeline for the process may be extended by agreement of the parties and the IGRM. However, problem solving should ordinarily be completed within one (1) year of the parties’ agreement to pursue it. Where the IGRM decides that progress is no longer possible or where problem solving is not an efficient use of its resources, the IGRM may terminate the process after providing written notification to the parties. The IGRM shall consult the parties in reaching such a decision.
  • To promote transparency and impartiality, the IGRM Committee may, within its own discretion, appoint an independent mediator to facilitate the problem-solving process.

Outcome of Mediation

DBSA IGRM shall within 30 days of a successful problem-solving exercise write and submit to the Chairperson, the Requestors and other interested parties, a Problem-Solving Report which shall record the outcome of the mediation and any solutions agreed upon by the parties involved.  The Chairperson shall decide whether or not to accept recommendations made for remedial actions. If the recommendations are rejected, the IGRM Secretariat or the Chairperson will inform all participants in writing of the reasons for rejection. IGRM Monitoring and Evaluation Committee will monitor the implementation of the action plans agreed during the problem-solving exercise.


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