Complaints & Appeals
Complaints
A complaint may be submitted where an applicant believes there has been an issue in the administration of a vetting, grant, or funding process.
How to Submit a Complaint
Please submit in writing to the Innovation Fund Coordinator with: a clear statement of the issue, supporting documents or references, and the outcome you are seeking.
Email: complaints@bif.co.bw
Lodge a Complaint with the Innovation Fund Coordinator
Submit your complaint in writing and via email to the Innovation Fund Coordinator. Include: a clear statement of the issue, supporting documentation, and desired outcome. Send to: complaints@bif.co.bw
Acknowledgment by the Innovation Fund Coordinator
The Innovation Fund Coordinator will acknowledge receipt of your complaint in writing within 10 working days. If further information is required, you will have no less than 15 working days to respond unless the matter is urgent.
Investigation by the Innovation Fund Coordinator
The Innovation Fund Coordinator will review the complaint and may request additional information if necessary.
Resolution by the Innovation Fund Coordinator
The Coordinator will attempt to resolve the matter and inform you of the decision in writing within a reasonable timeframe, usually within 30 working days of receiving all necessary correspondence.
Escalation to the BIF Committee
If not satisfied with the response, escalate to the BIF Committee in writing with: a clear statement of what was defective in the initial handling, copies of relevant information, and your desired outcome.
Acknowledgment by the BIF Committee
The BIF Secretary will acknowledge receipt of your escalated complaint in writing within 10 working days.
Assessment by the BIF Committee
The BIF Committee will review the escalated complaint and may request additional information. You will have no less than 15 working days to respond to any communication unless the matter is urgent.
Resolution by the BIF Committee
The BIF Committee will attempt to resolve the matter and inform you of the decision in writing within a reasonable timeframe.
Ombudsman
If you have gone through the complaints process and remain dissatisfied with the outcome, you have the right to refer the matter to the Parliamentary Commissioner for Administration (the Ombudsman).
Appeals
An appeal relates specifically to a decision on an expert-evaluated application.
How to Submit an Appeal
Submit in writing to the BIF Committee with: the decision being appealed, supporting documentation, and the outcome being sought.
Email: bifcommittee@bif.co.bw
Direct Lodgement to the BIF Committee
If you wish to appeal a decision related to an expert evaluated application, submit directly to the BIF Committee at bifcommittee@bif.co.bw with a clear statement of the decision you are appealing, supporting documentation, and your desired outcome.
Acknowledgment of Appeals
The BIF Committee will acknowledge receipt of your appeal in writing within 10 working days.
Assessment of Appeals
The BIF Committee will review the appeal and may request additional information. You will have no less than 15 working days to respond unless the matter is urgent.
Resolution of Appeals
The BIF Committee will inform you of the decision regarding your appeal in writing within a reasonable timeframe.
Ombudsman
If you remain dissatisfied with the outcome of your appeal, you may refer the matter to the Parliamentary Commissioner for Administration (the Ombudsman).
Confidentiality Assurance
We handle all complaints and appeals confidentially to protect the privacy of all parties involved. If you have any queries, contact us at complaints@bif.co.bw