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
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
IFC MLF-06
Complaint alleges negative social impacts including possible loss or decrease of livelihood, threats and intimidation by project employees and decrease in children’s education.
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
IFC MLF-08
Complaint alleges negative social impacts including possible loss or decrease of livelihood, loss of land, threats and intimidation by project employees and decrease in children’s education.
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
IFC MLF-09
Complaint alleges negative social impacts including possible loss or decrease of livelihood, threats and intimidation by project employees and decrease in food supply for family.
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
IFC MLF & MIFA Debt Fund-04
Complaint alleges negative social impacts including possible loss or decrease of livelihood, threats and intimidation by project employees and decrease in children’s education.
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 raises concerns including increased pollution from urea fertilizer transportation and production; negative impacts on community health, safety, and security; inadequate stakeholder engagement and improper public consultation; community access to employment opportunities; and IFC’s non-compliance with the Sustainability Framework.
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 raises PS1 & PS2 concerns and in particular: issues related to non-renewal of contract, and threats and retaliation for accessing the projects’ grievance mechanism.
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 raises PS1 & PS6 concerns, in particular: adverse impacts on biodiversity, specifically migratory birds, including transboundary impacts.
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 treatment and other labor 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.
Assessment
Complaint raises several E&S issues particularly: lack of information and consultation, loss of land and income, destruction of crops and impacts on agricultural land, and , insufficient compensation.
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.
Update: In August 2024, CAO's assessment concluded that the planned transmission line does not relate to an active IFC/MIGA project.
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
Croatia: ZGH Green Loan-01
IFC/MIGA Exposure:
ZGH Green Loan (#49604)
The complaint challenges the investment’s environmental sustainability, citing potential health risks from waste management and concerns over transparency and green finance claims.
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
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
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.
Allegations related to wastewater and ash contamination, which are related to client’s responsibilities under PS1, PS3 and/or PS4
Complaint falls under exclusion clause 42.i of the CAO policy
Closed
Allegations related to terms of employment
Complaint falls under exclusion clause 42.i of the CAO policy
Closed