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

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 a request, without seeking to attribute blame or fault to any such party. The Chairperson of the IGRM invites all relevant parties, the APs, management's representatives, project promoters, and other interested persons in the complaints about projects to participate in the exercise.

  • The DBSA will adopt a participatory and flexible approach, focused on assisting the parties in finding and developing an effective solution to the complainant/AP’s concerns. 
  • 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 complainant and the other parties and is mutually satisfactory. 
  • 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 only be used by the IGRM only with the complainant and other parties’ agreement. 
  • Problem-solving processes vary in duration, based on the nature, complexity, and scope of the issues, amid other factors. 
  • The IGRM will work with the parties to establish a reasonable timetable for the process and endeavour 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.

Successful Problem-Solving

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 that shall include the 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 or the Chairperson will inform all participants in writing the reasons for rejection. IGRM will monitor the implementation of the action plans agreed during the problem-solving exercise.

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