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
N/A
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
Brazil: Aperam Bioenergia
The complaint alleges inadequate disclosure and consultation in relation to land acquisition, land grabbing and pressure on communities, air and soil contamination from agrochemicals and charcoal emissions, impacts on water availability and quality, biodiversity and cumulative impacts, and adverse effects on traditional peoples.
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
Guatemala: Energuate-01
IFC/MIGA Exposure:
The complainant has requested strict confidentiality due to fear of reprisals and denied disclosure of any identifiable details.
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
IFC/MIGA Exposure:
The complaint raises concerns that the Ndayane port project may be causing or contributing to adverse environmental, social, and cultural impacts due to alleged shortcomings in consultation, information disclosure, impact assessment, mitigation measures, and protection of local communities, biodiversity, and cultural heritage.
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
IFC/MIGA Exposure:
The complaint alleges impacts associated with coastal degradation, disappearance of beach areas, vegetation clearing, excavation activities, and broader alterations of the natural environment surrounding Ndayane.
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
Serbia: Morava Corridor Motorway-06
IFC/MIGA Exposure:
The complaint concerns the expropriation of land for the Project, and is alleging economic displacement and ongoing financial harm arising from inadequate valuation and compensation, procedural deficiencies in the expropriation process, insufficient stakeholder engagement, and resettlement‑related impacts. The complaint also raises concerns regarding the effectiveness of available grievance mechanisms in addressing the alleged harms.
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
IFC/MIGA Exposure:
The complaint alleges plausible adverse social harms linked to labor and employment practices in the context of the IFC‑supported acquisition of Philips East Africa Limited (PEAL), including risks of economic displacement, loss of accrued employment entitlements, lack of meaningful consultation, absence of effective grievance mechanisms, and fear of retaliation among affected employees.
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
IFC/MIGA Exposure:
The complainants allege adverse social impacts related to land acquisition, resettlement, and livelihoods.
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
Guinea: Compagnie des Bauxites de Guinée (CBG)-02
IFC/MIGA Exposure:
The complaint raises concerns about the treatment of employees, particularly regarding the circumstances of their termination, unfair employment practices and the impacts on affected workers’ conditions.
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
IFC/MIGA Exposure:
The complaint alleges plausible adverse social harms linked to labor management and security practices at the Karot Hydropower Project, including alleged intimidation and retaliation for raising concerns related to labor conditions. The complaint further raises concerns regarding the adequacy of worker grievance mechanisms and the project’s ability to protect workers from retaliation, suggesting broader deficiencies in how labor‑related concerns are addressed at the project level.
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
IFC/MIGA Exposure:
The complaint alleges plausible adverse social harms linked to microfinance lending and collection practices, including: threats/intimidation from project employees; loss or decrease in education for children due to child labour linked to loss or decrease in livelihood conditions and loss or decrease in food security.
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
Türkiye: Antalya Airport LTF-01
IFC/MIGA Exposure:
The complainant alleges adverse social impacts related to land acquisition/expropriation, compensation, and livelihood restoration. Specifically, they allege that their land and property were compulsorily expropriated without genuine prior consultation, that the compensation received did not reflect replacement cost and has been substantially eroded in real terms, and that these impacts contributed to housing instability and livelihood setbacks, compounded by the absence of a functioning and accessible grievance mechanism to seek redress.
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
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