Since 2021, IFC supported Cambodia’s banking sector through investments aimed at strengthening financial institutions and expanding access to finance for micro, small, and medium enterprises (MSMEs), including women-owned MSMEs (WMSMEs). That year, IFC provided a seven-year subordinated loan to strengthen Hattha Bank Plc.'s (HTB) resilience amid the COVID-19 pandemic, supporting the Bank's long-term strategy to expand MSME and WMSME lending, promote economic activity, create jobs, and foster post-crisis recovery in Cambodia.

In June 2025, CAO received a complaint from the Cambodian League for the Promotion and Defense of Human Rights (LICADHO) on behalf of the borrower. The complaint raised concerns about the negative effects of the Bank’s lending and debt collection practices on borrowers’ livelihoods and social well-being, alleging that credit officers used threats and intimidation and pressured borrowers to sell personal assets to repay loans. The complainants also stated that the Bank refused to restructure their loans based on their financial capacity. 

In August 2025, CAO found the complaint eligible and conducted an assessment. During the assessment process, the parties agreed to engage in a voluntary CAO-led dispute resolution process to address the issues raised in the complaint. In accordance with the CAO Policy, the case was transferred to CAO’s Dispute Resolution function. 

In December 2025, CAO released the Assessment Report available in English and Khmer. 

In January 2026, CAO convened the first joint meeting between the parties. During the meeting, the parties agreed on ground rules and a framework to guide the dispute resolution process, including how the issues raised in the complaint would be addressed and how the process would move forward.

In June 2026, CAO facilitated a second joint session between the parties, resulting in a dispute resolution agreement. While the specific terms of the agreement remain confidential, the parties issued a Joint Statement (available in English and Khmer) confirming a mutually satisfactory outcome. 

CAO will monitor the implementation of the agreement for 18 months, through December 2027. Following the initial six-month period, CAO will consult with the parties to determine whether the monitoring period should be shortened or continue in accordance with the terms of the agreement.