What Is a Grievance, and What Do We Do

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

Scope of IGRM

The DBSA will only address complaints that meet the eligibility criteria below: 

  • The grievance must detail the perceived harm, risk of injustice which the Aggrieved Party wishes the DBSA to review which may inter alia include health and safety risks, physical, economic, situational (e.g., employment), or social losses and adverse environmental impacts in relation to DBSA funded projects and programmes.
  • The grievance must pertain to an active DBSA Financed Project. 
  • The complaint is submitted by individuals or communities, or their representative, who believe that they are or may be affected by an active DBSA financed project. 
  • Grievances must be genuine/legitimate and be raised without malice and in good faith.


The DBSA IGRM excludes complaints that address the below matters: 

  • The procedure will not apply to complaints related to unsuccessful funding outcomes. 
  • Anonymous complaints.
  • Grievance not related to an active DBSA financed project.
  • Grievance connected to a DBSA financed project submitted to the IGRM on or after whichever is the later of the following two dates: (a) within two (2) years from the date the complainant became aware of the adverse impacts or (b) within two (2) years from the closure of the DBSA funded project or programme.
  • Complaints from unsuccessful bidders in any DBSA procurement process. Bidders who wish to submit queries/complaints pertaining to outcomes of procurement processes should refer to the DBSA Procurement related complaints guidelines.
  • Reports of suspected crime including fraud, corruption, and gender-based violence or sexual exploitation, should please make use of DBSA whistleblower platforms.
  • A grievance or complaint regarding matters already concluded by the IGRM unless the complainant has submitted new material information or evidence that was unavailable at the time the IGRM previously considered the matter.
  • A grievance or complaint to gain competitive advantage.
  • A grievance or complaint regarding matters relating to the DBSA’s activities which are unconnected to a DBSA funded project or programme, such as matters relating to administration and human resource management.
  • A grievance or complaint solely regarding the adequacy of the DBSA operational policies and procedures.

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