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
Allegations regarding lack of access to project site and obstacles to worker representation.
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.
Resumed CAO process after referral to IFC - Currently under CAO Assessment
Benban Solar Park (2 projects)
Allegations related to terms of employment and working conditions.
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.
Resumed CAO process after referral to IFC - Currently under CAO Assessment
Benban Solar-01, Benban Solar-03, Benban Solar-04, Benban Solar-05, Benban Solar-06, Benban Solar-07
Allegations related to lack of consultation and information disclosure, concerns about stakeholder engagement and the project's grievance mechanism, as well as allegations of absence of project benefits for nearby communities.
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
Benban Solar-01, Benban Solar-03, Benban Solar-04, Benban Solar-05, Benban Solar-06, Benban Solar-07
Allegations related to poor working conditions and other labor issues, related to hiring practices, compensation, and alleged intimidation from raising grievances.
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
Benban Solar-01, Benban Solar-03, Benban Solar-04, Benban Solar-05, Benban Solar-06, Benban Solar-07
Allegations related to labor management issues, possible absence of a labor grievance mechanism, alleged poor working conditions and concerns of retaliation for filing complaints.
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
Benban Solar-01, Benban Solar-03, Benban Solar-04, Benban Solar-05, Benban Solar-06, Benban Solar-07
Allegations related to poor working conditions and other labor issues regarding the company’s compensation practices.
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
Allegations of unfair hiring practices by the company, particularly discrimination on the basis of community of origin.
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.
Resumed CAO process after referral to IFC - Currently under CAO Assessment
Allegations regarding environmental and social impacts, including inadequate stakeholder consultations, loss of income, insufficient and late compensation, relocation and destruction of sacred sites, aggravation of social problems, environmental impacts, and others.
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
Allegations of non-compliance of different E&S requirements, regarding the Environmental and Social Management System (ESMS), and allegedly unfair dismissal for raising such issues internally.
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.
Resumed CAO process after referral to IFC - Currently in CAO Assessment
Allegations of harm due to alleged lending practices and collection actions by six banks or microfinance institutions (ACLEDA, Amret, Prasac, Hattha Bank, LOLC and Sathapana). Concerns raised in the complaint include loss of land, loss of livelihood, food insecurity and additional threats to health, and child labor.
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
N/A
(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.
Closed
Related to working conditions and terms of employment with no reason to believe that the issues are systemic
(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.
Closed
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