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Transcript

Protocol for managing environmental andsocial grievances in IDB-financed projects

Introduction

Grievance Submission

1

0

Applicability

2

Assessment and Response

3

Monitoring

4

Start

At the Inter-American Development Bank (IDB), we strive to serve you in the best way, so that you receive a solution to your complaint as quickly as possible.

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5

Introduction

0

Please remember you can access several channels to submit a complaint related to an IDB-financed project:

  • A project-level grievance mechanism managed by the project’sexecuting agency
  • Your local authorities
  • The MICI, the independent office for environmental and social complaints of the IDB Groupp
  • Directly to the IDB
Here is the process if you prefer to submit your grievance directly to the IDB.

Please keep in mind that a grievance is within the scope of this protocol if:

  • it is related to an IDB-financed project, in preparation or execution, at the time the grievance was received.
  • it has been less than 24 months since the last disbursement of the IDB operation; and
  • it is related to an environmental and/or social issue. Topics related to ethics, corruption, and procurement issues are managed by different IDB departments.

How to navigate this guide:

  • Click on the information button to learn more
  • Click on the arrow buttons to move through the pages

Grievance Submission

1

You can submit a grievance through any means, such as:

  • The IDB Grievance Protocol form.
  • Printed form obtained from the IDB Country office.
  • Email to IDB personnel.
  • Telephone calls.
  • Regular mail.
  • Visits in person.

Once a grievance has been submitted, the IDB will send you a communication within 2 days acknowledging receipt.

Please let us know if you wish to keep your personal information confidential.

How to navigate this guide:

  • Click on the information button to learn more
  • Click on the arrow buttons to move through the pages

Applicability

2

The IDB will assess if your complaint is within the scope of the Environmental and Social Grievance Protocol. If not, the IDB will make sure that it is handled by the competent department.

Fast-trackIf the situation represents an imminent risk to you or others, the IDB will follow a fast-track process to address your concern as soon as possible.

All grievances will receive a communication with the results of the applicability assessment within 5 business days of confirmation of receipt. This communication will give you access to a system to track your grievance.

How to navigate this guide:

  • Click on the information button to learn more
  • Click on the arrow buttons to move through the pages

Assessment and Response

3

The IDB will contact you and the executing agency (Government entity responsible for the development of an IDB-financed project) to agree on the best way forward to solve the problem. If you have not consented to share your personal information, the IDB will keep your information confidential from the executing agency.

You may or may not agree with IDB's initial response. If you don't agree, the IDB will continue to engage with you to consider your position.

Action planIf needed, the response will include an action plan to address your concerns. This plan will describe the activities to be implemented by the executing agency to address the issue. The Executing Agency will be responsible for the Action Plan's implementation. The IDB will accompany the implementation to make sure that your concerns are addressed.If you are not satisfied with IDB's response after reasonable attempts to agree on a solution, we can work together to continue the dialogue, or if you prefer, you can decide to submit your grievance to the independent office for environmental and social complaints (MICI). You may also withdraw your grievance at any stage of the process. You will be informed about opportunities to engage through the project’s stakeholder engagement activities.

After this dialogue, you can expect a written response from the IDB within 30 business days after receiving the applicability notice (or within 15 business days for cases of imminent risk).

How to navigate this guide:

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We expect to hear from you within 10 business days after receiving IDB's initial response. We will follow-up with you in case this deadline has passed. _ If after further 20 business days we haven't heard back, we will understand you no longer require IDB’s help, and we will close the grievance.

The MICI is a last resort instance, independent from project teams and IDB management, to address complaints from affected communities. MICI provides an impartial dispute resolution process, aiming to reach an agreement, and a fact-finding investigation to determine whether the IDB has complied with its relevant operational policies. All MICI procedures, including the requirements for filing a complaint, are governed by the MICI Policy, available on the MICI website https://www.iadb.org/mici. Information on the process and requirements can be accessed by contacting the MICI at mecanismo@iadb.org.

Monitoring

4

If you agree on an action plan, rest assured you will be periodically updated on its implementation. Where appropriate, and especially in the case of grievances that represent an imminent risk to you or others, the IDB may continue direct engagement with you to keep informed of the implementation progress.

How to navigate this guide:

  • Click on the information button to learn more
  • Click on the arrow buttons to move through the pages

Access the form

5

The IDB is always available to hear your concerns regarding IDB-financed projects. Access the IDB Grievance submission form below. Please also consider any of the other channels available to address your grievances at the project level, with the local authorities, or with the MICI.

GLOSSARY

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Glossary IDB: Inter-American Development BankMICI: Independent Consultation and Investigation Mechanism