DBG’s Grievance Redress Mechanism enables external parties to lodge complaints regarding projects funded by the Bank. This mechanism ensures that all grievances are acknowledged, documented, and resolved in a fair, transparent, and timely manner. Complainants who feel impacted by DBG-investments or guarantee facilities or operations through participating financial institutions (PFIs) have the right to report and be heard under this mechanism.
Guide for Complainants / Affected Parties
DBG has established the Grievance Redress Mechanism (“the Mechanism”) to give affected individuals, groups, and communities who believe to be adversely affected by operations financed by DBG the chance to raise specific issues and to assist in the resolution of environmental and social issues.
Who can make a complaint?
Any affected persons, groups, living in the area of operations or who has an economic or other defined interest in the area may submit a complaint as long as he or she can demonstrate to be affected by the activities or impacts of operations financed by DBG. This can include workers of DBG-financed investment or guarantees, local communities or those whose livelihoods are derived from the area of operations.
Can someone represent me and/or my community?
Yes. When an individual or an organisation files a complaint on your behalf, that organization or representative should provide written evidence that you have given them authority to represent you.
What can the complaint be about?
The complaint could be about: Rights abuses, negative environmental, social and corporate governance effects or other detriments, which affect a complainant and are linked to the operations financed by DBG. The Grievance Redress Mechanism cannot investigate:
- Grievance with the objective of gaining a competitive economic advantage or that are excessive, repetitive (i.e., covering the same aspects), clearly frivolous or malicious in nature.
- Anonymous complaints. Nevertheless, without prejudice, a complainant has the right to request for confidential treatment of the complaint.
- The procedure will not apply to complaints related to unsuccessful funding outcomes.
- Anonymous complaints or concerns aspects like fraud, bribery, corruption and/or money laundering
- Complaints from unsuccessful bidders in any DBG procurement process. Bidders who wish to submit queries/complaints pertaining to outcomes of procurement processes should refer to the DBG Procurement related complaints guidelines;
- Reports of suspected crime including fraud, corruption, and gender-based violence or sexual exploitation, should please make use of DBG whistleblower platforms.
- A grievance or complaint to gain competitive advantage;
- A grievance or complaint regarding matters relating to the DBG’s activities which are unconnected to a DBG funded project or programme, such as matters relating to administration and human resource management; and
- A grievance or complaint solely regarding the adequacy of the DBG operational policies and procedures.
How can I file an Environmental and Social Grievance?
Grievances or concerns from a stakeholder or their representative may be anonymously logged using any one or more of the following channels by e-mail, post or using the online form provided at DBG’s website.
E-mail address: [email protected]
Office Post Address:
The Grievance Manager
Development Bank Ghana
Address: Accra Financial Center | 8th floor | Liberia Road | Accra, Ghana
Online Grievance or Complaints Report Form:
Where this format is used, a unique reference number will be assigned to each reported complaint or grievance and recorded on a Grievance Redress Form