Complaints filed to CAO may concern environmental and social harm regarding any aspect of the planning, implementation, or impact of an IFC or MIGA project or related sub-project.
CAO has three eligibility criteria for accepting a complaint: i) the complaint pertains to an active IFC/MIGA project; ii) it raises environmental and social concerns; and iii) the complainant is, or may be, affected by the harm mentioned in the complaint. Once a complaint is deemed eligible, CAO will initiate an assessment unless the complainant chooses to refer the complaint to IFC/MIGA or the client for early resolution.
Eligible Complaints
Cambodia: MIFA LOLC-18
IFC/MIGA Exposure:
MICROFINANCE INITIATIVE FOR ASIA (MIFA) DEBT FUND SA, SICAV-SIF (#31467)
The complaint alleges aggressive loan collection by a financial institution, including pressure to sell assets and use indigenous land as collateral—causing distress and livelihood loss. It also questions the fairness of the grievance process and highlights the complainants’ vulnerability.
The complaint met eligibility criteria: (1) relates to an active IFC project (2) raises environmental and social issues regarding the project (3) complainants may be affected by the harm alleged.
Assessment
Kenya : Avenue Group-01
IFC/MIGA Exposure:
Evercare - Global Health Fund (#33475)
Avenue II (#46557)
Project Heart (#38763)
Africa Health Quality Phase 2 (#606653)
The complaint describes a situation in which emergency medical care for a newborn was delayed due to financial requirements. Following the hospitalization, the family experienced substantial financial strain, which contributed to the closure of their business, loss of housing, and temporary interruption of their child’s education. They subsequently relocated to a rural area and have relied on extended family for support. The complainant also reports ongoing contact from debt recovery agents regarding unresolved financial obligations.
The complaint met eligibility criteria: (1) relates to an active IFC project (2) raises environmental and social issues regarding the project (3) complainants may be affected by the harm alleged.
Assessment
Cambodia: HTB Sub Debt-17
IFC/MIGA EXPOSURE:
The complaint alleges that Hattha Bank’s lending practices caused forced land sales, intimidation, rising debt, child labor, and food insecurity. It also cites pressure during collections and refusal to accept partial payments.
The complaint met eligibility criteria: (1) relates to an active IFC project (2) raises environmental and social issues regarding the project (3) complainants may be affected by the harm alleged.
Assessment
Mexico: ESIP liftit-01
IFC/MIGA Exposure:
ESIP Liftit 2018 (#41635)
The complaint met eligibility criteria: (1) relates to an active IFC project (2) raises environmental and social issues regarding the project (3) complainants may be affected by the harm alleged.
The complaint met eligibility criteria: (1) relates to an active IFC project (2) raises environmental and social issues regarding the project (3) complainants may be affected by the harm alleged.
Assessment
Cambodia: HTB Sub Debt-15
IFC/MIGA Exposure:
Global Gender-Smart Fund (#27827)
HTB Sub Debt (#44742)
BOP HTB Senior (#45535)
HKL Senior 2017 (#39167)
WCS COVID HKL (#44211)
The complainant alleged multiple issues related to plausible harm related to depredatory microfinancing loan practices by HTB. Specifically, the complainant describes a significant decline in livelihood and inability to generate income, which has led to defaulting on loan payments for over a year.
The complaint met eligibility criteria: (1) relates to an active IFC project (2) raises environmental and social issues regarding the project (3) complainants may be affected by the harm alleged.
Assessment
Cambodia: ACLEDA and HTB -14
IFC/MIGA Exposure:
HKL senior 2017 (#39167)
HTB Sub Debt (#44742)
ACLEDA sr 2020 (#44882)
BOP HTB Senior (#45535)
North Haven Thai Private Equity Fund L.P. (#38609)
ACLEDA subdebt 3 (#42480)
WCS COVID HKL (#44211)
Global Gender-Smart Fund (#27827)
The complaint, submitted through LICADHO on behalf of a family, raises concerns about potential social impacts resulting from microfinance practices, including the wellbeing, food security, and health of those affected.
The complaint met eligibility criteria: (1) relates to an active IFC project (2) raises environmental and social issues regarding the project (3) complainants may be affected by the harm alleged.
Assessment
Jordan: Falcon PV Ma'an-01
IFC/MIGA Exposure:
Jordan-Falcon (#13214)
This is a community complaint raising three key concerns: the complete halt of community engagement activities; failure to meet local employment commitments, with minimal hiring and no training programs; and a labor structure dominated by outsourced workers, raising fairness concern.
The complaint met eligibility criteria: (1) relates to an active IFC project (2) raises environmental and social issues regarding the project (3) complainants may be affected by the harm alleged.
Assessment
Cambodia: IFC MEF & MIFA Debt Fund & Amret MFI Equity-13
IFC/MIGA Exposure:
MIFA Debt Fund (#31467)
Amret MFI Equity (#34748)
Complaint raises issues that would result in the contravention of multiple provisions of PS1, PS4 and PS5. Specifically, they inform about livelihood Impacts; loss of land and property; impacts on families and on the health. Moreover, they claim the lack of an effective local grievance mechanisms as well as threats/Intimidation from project employee(s).
The complaint met all 3 eligibility criteria: (1) relates to an active IFC project (2) raises environmental and social issues regarding the project (3) complainants may be affected by the harm alleged.
Assessment
Abydos Solar-01
IFC/MIGA Exposure:
Abydos Solar IPP ( # 41727)
Complaint raises concerns related to equal employment opportunities at the Abydos Solar Park including recruitment processes occurring without vacancy announcements or interviews, thereby excluding qualified local candidates.
The complaint met all 3 eligibility criteria: (1) relates to an active IFC project (2) raises environmental and social issues regarding the project (3) complainants may be affected by the harm alleged.
Assessment
Pronaca Covid-01
Complaint raises issues related to water and air contamination; community health and environmental impacts, including increase in illnesses by nearby communities (affecting lung, stomach, and skin); labor supply chain issues; failed free, prior, and informed consent; deficient stakeholder engagement and access to information; livelihood impacts; lack of access to grievance mechanisms; and non-compliance with national law.
The complaint met all 3 eligibility criteria: (1) relates to an active IFC project (2) raises environmental and social issues regarding the project (3) complainants may be affected by the harm alleged. CAO determined the complaint did not fall under the exclusion under para. 42i of the CAO Policy, considering it is not the same in all material respects to the previous complaint and this case brings evidence of a material change of circumstances.
Assessment
Complaint raises concerns connected with the land acquisition process for the project. Following the expropriation process for part of her land, the complainant was left with two parcels on either side of the highway, both entirely in the highway protection zone.
The complaint met all 3 eligibility criteria: (1) relates to an active IFC project (2) raises environmental and social issues regarding the project (3) complainants may be affected by the harm alleged.
Assessment
Complaint alleges negative environmental and social impacts including forced eviction, impacts on livelihood and lack of adequate stakeholder consultation, air and water pollution, community health, safety and security, lack of access to children’s education, safety and welfare, gender-based violence, climate impacts and impacts on cultural heritage.
The complaint met all 3 eligibility criteria: (1) relates to an active IFC project (2) raises environmental and social issues regarding the project (3) complainants may be affected by the harm alleged.
Assessment
Once a complaint is deemed eligible, complainants may choose to refer their complaint to IFC/MIGA or the client for an attempt at early resolution. CAO will only refer complaints to IFC, MIGA, or the client with the complainants' consent. Complainants may notify CAO at any time if they wish to resume the CAO process.
Eligible Complaints - Referred to IFC, MIGA or Client
PTCL Acquisition
IFC/MIGA Exposure:
PTCL Acquisition (#48543)
Complaint raises terms and conditions of employment and welfare concerns
The complaint met all 3 eligibility criteria: (1) relates to an active IFC project (2) raises environmental and social issues regarding the project (3) complainants may be affected by the harm alleged.
Referred to IFC at the request of the complainant
Morava Highway-02
Complaint alleges multiple adverse social impacts including: (i) irregular land expropriation process and livelihood impacts, (ii) inadequate stakeholder consultation, (iii) destruction of village infrastructure, and (iv) lack of effective judicial or other mechanisms to address concerns about the expropriation process.
The complaint met all 3 eligibility criteria: (1) relates to an active IFC project (2) raises environmental and social issues regarding the project (3) complainants may be affected by the harm alleged.
Referred to MIGA at the request of the complainant.
Nachtigal Hydropower Company
Issues of loss of livelihood means, income and subsequent lack of compensation; loss of access to the area in which employment and income was generated, and other subsistence activities, such as fishing, were done, and; lack of consultation and information before and after the economic displacement.
The complaint met all 3 eligibility criteria: (1) relates to an active IFC project (2) raises environmental and social issues regarding the project (3) complainants may be affected by the harm alleged.
Referred to IFC & MIGA, at the request of the complainant.
Zambeef III ZMW
Issues of Environmental Impact Assessment, Stakeholder Engagement, Transparency and Disclosure and National Legal Requirements.
The complaint met all 3 eligibility criteria: (1) relates to an active IFC project (2) raises environmental and social issues regarding the project (3) complainants may be affected by the harm alleged.
Referred to MIGA at the request of the complainant.
Zarafshon Wind
Allegations of adverse E&S impacts on land, water, and livelihood.
The complaint met all 3 eligibility criteria: (1) relates to an active IFC project (2) raises environmental and social issues regarding the project (3) complainants may be affected by the harm alleged.
Referred to MIGA at the request of the complainant.
Benban Solar Park 5
Labor allegations related to termination and payment packages, health issues.
The complaint met all 3 eligibility criteria: (1) relates to an active IFC project (2) raises environmental and social issues regarding the project (3) complainants may be affected by the harm alleged.
Referred to MIGA at the request of the complainant.
Karot Hydro Power
Allegations regarding lack of compensation for land acquisitions, allegedly unfulfilled promises to build facilities for health, technical education, roads, and other supposed project benefits.
The complaint met all 3 eligibility criteria: (1) relates to an active IFC project (2) raises environmental and social issues regarding the project (3) complainants may be affected by the harm alleged.
Referred to IFC, at the request of the complainants.
Karot Hydro Power
Allegations regarding lack of compensation and other concerns related to land acquisitions, flooding of village and environmental concerns which have allegedly impacted livelihoods and sources of income, and lack of benefits from the project.
The complaint met all 3 eligibility criteria: (1) relates to an active IFC project (2) raises environmental and social issues regarding the project (3) complainants may be affected by the harm alleged.
Referred to IFC, at the request of the complainants.
Izmir Water and Sewerage Administration
Possible sewage pollution of land and water, biodiversity and health impacts, tourism and economic displacement due to sewage overflows.
The complaint met all 3 eligibility criteria: (1) relates to an active IFC project (2) raises environmental and social issues regarding the project (3) complainants may be affected by the harm alleged.
Referred to IFC, at the request of the complainants.
If a complaint does not meet all three of CAO's eligibility criteria, CAO deems it ineligible, and the complaint is closed.
Ineligible Complaints
The complaintraises mainly labor issues such as breach of contract.
42.h. Related to working conditions and terms of employment with no reason to believe that the issues are systematic in nature
Closed
42.h. Related to working conditions and terms of employment with no reason to believe that the issues are systematic in nature
(1) Not an active IFC project (2) Not an environmental and social issues
Closed
This complaint is alleging that the refusal from AccessBank to restructure a personal loans nor to waive payments given the complainant´s situation could represent abusive financial practices which have severely compromised his livelihood conditions.
(2) Not an environmental and social issues 42.f Relates to projects where IFC/MIGA exit has occurred
Closed
The complaint addresses plausible violations regarding consumer protection and unauthorized used of personal information.
(3) Complainant are not or may not be affected by the harm raised in the complaint.
Closed
(1) Not an active IFC project (2) Not an environmental and social issues (3) Complainant are not or may not be affected by the harm raised in the complaint. 41.a.1 Unrelated to a sub-project within the scope of the financial product offered by IFC/guaranteed by MIGA;41.a.2 No material links between the IFC/MIGA financial client and the sub-client/sub-project complained about;41.a.3 No plausible link between the harm allged and the sub-client/sub-project complained about
(1) Not an active IFC project
Closed
The complainant raises a number of allegations that relate to potential non-compliance with national labor and tax laws, as well as broader concerns of labor rights violations and governance failures.
(3) Complainant are not or may not be affected by the harm raised in the complaint.
Closed
Complaint alleges harm linked to potentially exploitative lending practices by a local financial institution. In particular, the complainants express concern that these practices may have contributed to serious social consequences, including the loss of land and livelihoods.
Non-IFC/MIGA Project
Closed
Allegations potentially linked to supply chain risk management and PS1 concerns, specifically regarding access to grievance mechanisms and shared development benefits.
No active project
Closed
Allegations related to stakeholder engagement with communities in the context of the design and implementation of a compensation social plan
Complainants are not or may not be affected by the Harm raised in the complaint
Closed
The complaint alleges that a loan taken in 2022 from Prasac led to threats, fraud, and loss of livelihood. The complainant reports intimidation and misconduct by bank staff, resulting in financial and personal harm.
(1) Not an active IFC project (2) Not related to an environmental and social issues (3) Complainant is not or may not be affected by the harm raised in the complaint. 41.a.1 Unrelated to a sub-project within the scope of the financial product offered by IFC/guaranteed by MIGA;41.a.2 No material links between the IFC/MIGA financial client and the sub-client/sub-project complained about; 41.a.3 No plausible link between the harm alleged and the sub-client/sub-project complained about.
Closed
Allegations related to illegal mass layoffs, local employees facing systemic discrimination, substandard housing and sanitation, retaliation against labor organizers, and inhumane working conditions.
Unable to determine whether the complaint relates to an active IFC’s project ; and the complainants are or may be affected by the Harm raised in the complaint.
Closed.
Allegations related to terms of employment.
Complaint falls under exclusion clause 42.h of the CAO policy.
Referred to IFC & MIGA under paragraph 42.h of the CAO Policy.