How to Submit a Complaint


Who can complain?

Any individual or community directly impacted by an IFC/MIGA project or likely to be.

How to complain?

A complaint can be submitted to the office of the CAO in any language, by mail, fax or email. While the office of the CAO works predominantly in English, the CAO will accept complaints in all languages.

Complainants may be represented, but their representative must be able to demonstrate authority to represent the complainants.

When to complain?

Complainants can relate to any aspect of the process of a project, but where resolution requires a change in behavior of an external party, IFC/MIGAs leverage decreases as monies are drawn down.

Confidentiality?

A complainant can ask for confidentiality, but anonymous complaints will not be accepted. While the CAO will respect requests for confidentiality it is important to note that confidentiality of identity may prevent conflict resolution or mediation being used as tools for resolution of the issues of the complaint.

A draft form letter for a Complaint, to assist complainants in assembling the information that should ideally be included in a Complaint, is annexed to the Operational Guidelines. You can also see the letter by clicking on the link below.

 

You may file your complaint with the Office of the CAO at:

Compliance Advisor Ombudsman
International Finance Corporation
2121 Pennsylvania Avenue NW
Room F11K-232
Washington, DC 20433 USA
Tel: 1 202 458 1973
Fax: 1 202 522 7400
cao-compliance@ifc.org

Documents

CAO Revised Operational Guidelines

English/ application

Draft Form Letter for a Complaint
Report in English application/pdf

Guide to CAO- Part I

in English/pdf

Guide to CAO- Part II

in English/pdf

Make your Voice Heard Brochure- Part I

in English/pdf

Make Your Voice Heard Brochure- Part II

in English/pdf

 

This page last updated: 10/03/2005