How to File a Complaint
Any individual, community or other party affected or likely to be affected by the environmental and social impacts of an IFC or MIGA project may lodge a complaint with the CAO. Complaints may also be raised on behalf of affected persons, provided that complainants prove their authority to represent them.
CAO screens complaints for eligibility according to the following criteria: (1) relates to an IFC/MIGA project, (2) addresses social and environmental impacts of IFC/MIGA investments, aqnd (3) complainant has been or may be affected if the impacts occur. CAO does not accept complaints related to fraud or corruption or to issues related to procurement.
Complaints should be written, but may be submitted in any language. Issues may be raised concerning any aspect of planning, implementation, or impact of IFC/MIGA projects, including the processes followed during preparation or implementation of a project, mitigation of social and environmental impacts, and/or involvement of interested persons and affected communities in the project cycle.
There are no strict format requiremetns for complaints, but complaints should include:
- the complainant’s name and contact information
- whether the identity of complainant should be kept confidential (stating reason)
- Name and nature of the project
- how the social and environmental impacts of the project will, or likely will, affect the complainant.
Complaints should be sent to:
Compliance Advisor/Ombudsman
Internatinal Finance Corporation
2121 Pennsylvania Avenue NW
Washington, DC 20433 USA
Fax: (+1) (202) 522-7400
e-mail:
See CAO's How to file a Complaint (CAO website)
Tracking the CAO Process
The following table reflects CAO protocol in handling complaints:
|
| Time Frame |
Action Taken |
|
|
CAO acknowledges receipt of complaint. |
| 15 working days |
CAO determines eligibility of complaint and notifies complainant. |
| 120 working days |
Once a complaint is accepted, CAO assesses potential for resolving complaint. |
| no time limit |
If continuation of Ombudsman process, then a Memoradum of Understanding is agreed and implemented through facilitation/mediation, joint-fact finding, or other agreed resolution process. |
| 45 working days |
If Ombudsman process is discontinued, the complaint referred to CAO Compliance for appraisal limited to 45 days. | |
|
Complaints will be closed when a satisfactory agreement or settlement is reached or when the CAO determines that further investigation or mediation will not be productive. The CAO is responsible for following up on agreements reached to ensure their continued effectiveness and acceptability to parties involved.
See the CAO's website and Operational Guidelines for more detail on filing complaints and the Ombudsman and Compliance procedures..