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
Colombia: TM2
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
Cambodia: AMRET MFI Equity-19
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
Rwanda: AB Bank
IFC/MIGA Exposure:
The complaint alleged multiple issues related to plausible harm related to depredatory microfinancing loan practices.
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
Nepal: Cable Car-01
IFC/MIGA Exposure:
Complainants allege environmental, cultural, and social harm, citing lack of risk assessment, economic displacement, biodiversity impacts, absence of prior consent, destruction of sacred sites, intimidation, and delayed disclosure that hindered community engagement.
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:
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
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
Cambodia: HTB Sub Debt-16
IFC/MIGA Exposure:
The complainant alleges adverse social impacts linked to microfinance lending and collection practices, including alleged coercion to sell land outside legal foreclosure methods, threats and intimidation, and increased pressure to incur in higher indebtedness.
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
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
Allegations in relation with labor conditions.
Complaints from an individual related to working conditions and terms of employment where there is no reason to believe that the issues raised are systemic in nature. CAO will refer these complaints to IFC/MIGA.
According to the CAO Policy, paragraph 42 H, the complaint was referred to IFC.
Allegations in relation with labor violations, armed conflict and security incidents, internal displacement of indigenous people, lack of FPIC, and impacts on biodiversity.
Complaint is unrelated to an active IFC or MIGA project or subproject.
Closed
Alleged concerns with land acquisition and related compensation.
Complaint is unrelated to an active IFC or MIGA project/subproject.
Closed
Alleged labor concerns and allegations of institutional and systematic harassment by the client.
Complaint is unrelated to an active IFC or MIGA project/subproject. The complaint falls within one or more exclusion provisions under para. 42 of the CAO Policy.
Closed
Allegations of lack of free, prior and informed consent consultations with indigenous communities.
Complainants are not affected by the harm raised in the complaint. The complaints fall within one or more exclusion provisions under paragraph 42 of the CAO policy.
Closed
Allegations of displacement, impacts on water resources, biodiversity and climate change.
Complaint is unrelated to an active IFC or MIGA project/sub-project. There is also no material link between the IFC/MIGA financial client and the sub-client/sub-project complained about. IFC's client is not providing insurance coverage to any of the sub-projects mentioned in the complaint.
Closed
Allegations of unfair termination and working safety hazards related to road rehabilitation project.
Complaint is unrelated to an active IFC or MIGA project/sub-project. The complaint was determined ineligible since neither IFC or MIGA are participating in the alleged project.
Closed
Allegations of working, health and livelihood impacts related to cement particles.
Complaint relates to a project where an IFC/MIGA exit from an investment or project has occurred.
Closed
Allegations of involuntary resettlement and impacts on livelihood due to highway project.
Complaint is unrelated to an active IFC or MIGA project/sub-project. The complaint was determined ineligible since neither IFC or MIGA are participating in the alleged project.
Closed
Allegations of fraudulent activity, unfair massive dismissal and collaboration with armed rebel groups, which affected employees' livelihood and security.
massive dismissal and collaboration with armed rebel groups, which affected employees' livelihood and security Complaint is unrelated to an active IFC or MIGA project/subproject. The complaint was determined ineligible since neither IFC or MIGA are participating in the alleged project.
Closed
Allegations of involuntary resettlement and impacts on livelihood due to highway project.
Complaint is unrelated to an active IFC or MIGA project/sub-project. The complaint was determined ineligible since neither IFC or MIGA are participating in the alleged project.
Closed
Labor dispute allegations.
Complaint is unrelated to an active IFC or MIGA project/sub-project, and issues raised do not pertain to CAO’s mandate to address environmental and social impacts of an IFC or MIFA project.
Closed