Grievance Redress Mechanism

Complaints or grievances may be submitted to CABEI through the following channels:

• CABEI Reporting Channel (online form available on the official website).
• Physical letters delivered to CABEI offices or representations.
• Grievances submitted during supervision visits conducted by CABEI personnel.
• Other admissible reporting methods recognized by CABEI (see CABEI’s Available Reporting Methods).

CABEI analyzes the complaint or grievance based on the following criteria:

1. Relation to a CABEI-financed operation: The complaint must be directly linked to a project, program, or activity partially or fully financed by CABEI.
2. Identifiable environmental or social impact: The complaint must indicate a real or potential negative environmental or social impact caused by the operation.
3. Submission by a legitimate stakeholder: The complaint may be submitted by a natural or legal person residing in the project’s area of influence or with documented evidence of being affected.
4. Sufficient information for analysis: Detailed information must be included to allow an objective evaluation of the claim, such as location, relevant dates, involved parties, and, if possible, documentary evidence or testimonies.
5. Complaints related to unmet commitments: Complaints evidencing the breach of environmental and social commitments established in contractual documents or mitigation plans will be considered.
6. Submission within reasonable timeframes: Complaints must be submitted within a prudent period, not exceeding six (6) months from the time the impact occurred or the risk was identified, to ensure the effectiveness of corrective actions.
7. No duplicity or prior resolution: Claims previously resolved through MAQRAS or other formal mechanisms will not be admitted unless new evidence or relevant facts are presented.
8. Good faith and veracity: Complaints based on false, malicious, or misleading information will not be admitted.
9. Link to applicable regulations: Priority will be given to complaints related to violations of environmental regulations, human rights, prior consultation requirements, and other applicable regulatory frameworks.
10. No pending judicial matters: Claims that are exclusively under ongoing judicial proceedings will not be admitted.

If during the admissibility analysis it is determined that the complaint is inadmissible, the claimant will be informed and, where possible, referred to other relevant mechanisms. If a complaint partially meets the requirements, CABEI may request additional information or reject the complaint with due justification.

Once a complaint or grievance is admitted, an initial assessment is conducted to determine:

• The severity of the reported environmental or social impact.
• Whether a more detailed analysis or investigation is required.
• The possible responsibility of the client or CABEI in the reported situation.
• The availability of sufficient information to proceed with the investigation or whether additional information is required.
• The applicability of national and international environmental and social regulations.
• Potential reputational, financial, or legal risks for CABEI.
• The urgency of the complaint, considering the risk of irreversible impacts on communities, ecosystems, or human rights.
• The viability of temporary measures to mitigate impacts while the full investigation is carried out.

If the initial assessment suggests that the case can be resolved quickly and effectively through dialogue between the parties, the process will move to Early Resolution and Mediation. Otherwise, it will proceed to the Investigation Process.

Whenever feasible, prior to formal investigation, CABEI will promote early resolution through mediation or direct dialogue between the involved parties. This approach seeks to address complaints quickly, efficiently, and with minimal reputational or financial impact.

If mediation does not achieve a satisfactory resolution, the case will proceed to a detailed investigation as per the established process.

The investigation process begins when a complaint or grievance has not been resolved through early resolution and mediation, or when the nature of the complaint warrants a more in-depth analysis.

If the investigation concludes that there is insufficient basis to continue the claim, the case will be formally closed.

The investigation process, whether mediation has not occurred or has been unsuccessful, is essential to ensure that the environmental and social impacts of CABEI-financed operations are properly managed in accordance with sustainability principles and respect for human rights.

Once the investigation process concludes and responsibilities are determined, the case proceeds to the resolution phase and the application of corrective measures. The objective is to ensure that negative impacts are effectively mitigated, corrected, or compensated.

Once the effective implementation of the corrective measures is verified and the objectives of the Corrective Action Plan are fulfilled, the case proceeds to monitoring and closure.

Monitoring and case closure is a fundamental stage of the Environmental and Social Grievance Mechanism (MAQRAS). Its objective is to ensure that the corrective measures established in the resolution phase are implemented effectively and within the agreed timelines, guaranteeing the mitigation, correction, or compensation of the identified environmental and social impacts.

The closure of a case does not signify the end of monitoring compliance with CABEI’s environmental and social standards. Instead, it contributes to consolidating best practices and strengthening the institution’s commitment to sustainability and respect for human rights.

• It provides a predictable, transparent, and credible process for all stakeholders and delivers outcomes that are considered fair, effective, and lasting.
• It offers communities an effective way to express their concerns and achieve solutions.
• It is complementary to environmental and social risk management.
• It enhances the responsiveness and accountability of CABEI and its counterparts to those affected by its projects, ensuring that complaints are reviewed and addressed.
• It builds trust as an integral component of broader community engagement activities.
• It enables a more systematic identification of issues to be strengthened in project operations and grievance mechanisms.
• It facilitates corrective action and preventive commitment.

An individual, group of individuals, or community that has been or may be adversely affected by the impacts of a CABEI operation.

Reports can be submitted directly to the CABEI Reporting Channel, in writing via email to denunciasbcie@externo.bcie.org, or verbally via a voicemail on the official CABEI website. Reception is automatic, and the links and access to these digital channels are public.

Reports can also be submitted by interested parties to a CABEI official during visits to the operation or can be submitted at any time to CABEI staff, by letter or verbally.

These are all facts arising from the implementation of development intervention activities financed with CABEI resources, related to environmental and/or social risks or impacts that negatively affect surrounding communities and that violate CABEI’s Environmental and Social Safeguards.

Complaints and Claims Mechanism will not process any complaint or grievance included in the following list:​

• A complaint or grievance related to an approved operation or potential operation in which CABEI will not participate financially.
• A complaint or grievance concerning a case that CABEI-Complaints and Claims Mechanism has already closed, unless the complainant presents new substantial information or evidence that was previously unavailable and warrants reopening of the case.
• A malicious or fraudulent complaint or grievance.
• A complaint or grievance intended to gain a competitive advantage.
• A complaint or grievance related to the Bank’s administrative activities that are not connected to an operation, such as matters concerning ethical behavior and human resource management, which are handled by other CABEI units.
• A complaint or grievance concerning allegations of prohibited practices, which are managed by other units of CABEI, such as the Integrity and Compliance Office.

• Identification of the project to which the complaint refers.
• Description of the incident with as much detail as possible, outlining the project’s negative impacts and the affected population associated with the operation linked to CABEI.
• Identification of the complainants, including contact information, and an indication of whether they wish their identity to remain confidential. If submitted by a representative, include their name, signature, and contact information, along with written proof of their authorization to act on behalf of the complainants.
• Description of the expected resolution.
• Supporting evidence or documentation.