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Introduction

Protocol for managing environmental andsocial grievances

Grievance Submission and Registry

At the Inter-American Development Bank (IDB), we will work with you to provide an adequate response to your concerns in a timely manner.

Applicability

Assessment and Response

Monitoring and Closure

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Introduction

Please remember that there are several channels available to submit a grievance related to an IDB‑financed project:

• A project-level grievance mechanism, managed by the Executing Agency and its contractors.
• Your local authorities.
• Directly to the IDB: through the Grievance Protocol for the public‑sector side of the IDB Group, or the IDB Invest Management Grievance Mechanism (private sector). Contacting the project‑level grievance mechanism is not a prerequisite.
• The Independent Consultation and Investigation Mechanism (MICI) – the independent accountability and environmental and social grievance office of the IDB Group. To learn more about the MICI’s eligibility criteria, you may consult its website.

Below is the process to follow if you choose to submit your grievance directly to the IDB.

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 Executing Agency and the contractors

• Your local authorities

• Directly to the IDB

• The Independent Consultation and Investigation Mechanism (MICI, for its acronym in Spanish) - the independent office for environmental and social complaints of the IDB Group

Here is the process if you prefer to submit your grievance directly to the IDB.

MICI

GRIEVANCE SUBMISSION AND REGISTRY

Once a grievance has been submitted, the IDB will send you a communication within up to2 business days acknowledging receipt.

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

• The Protocol's inbox at: quejas@iadb.org
• The IDB Grievance Protocol form
• Printed form obtained from an IDB Country office or Headquarters
• Email to IDB personnel
• Telephone calls, including messaging us at: +1 (202) 826-3705
• Regular mail to any Country Office or Headquarters
• Visits in person to any Country Office or Headquarters

2 business days acknowledging receipt.

Let us know if you would like the grievance to be managed in a confidential way.

APPLICABILITY

The IDB will assess whether the grievance submitted falls within the scope (that is, whether it is applicable) of the Protocol. A grievance is considered applicable when it meets the following two criteria:

• It is related to an IDB‑financed project that is under preparation, approved or in execution within 24 months after the last disbursement.
• It is related to the environmental and/or social aspects of a project.

The following are not applicable:

• Grievances related exclusively to unpaid wages of workers or companies.
• Anonymous grievances.

All complainants will receive a communication with the results of the applicability assessment within up to 5 business days following confirmation of receipt and registration of the grievance. Grievances related to matters of ethics, corruption, procurement, among others, are handled by different departments of the IDB.

The IDB will assess if your complaint is within the scope of the Protocol. Topics related to ethics, corruption, and procurement issues are managed by different IDB departments.

All grievances will receive a communication with the results of the applicability assessment within 5 business days of confirmation of receipt.

The grievance is within the scope of this Protocol if:

• It is related to an IDB operation that is in preparation, approved, or in execution within 24 months after last disbursement.
• It is related to environmental and/or social aspects of an operation.

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

ASSESSMENT AND RESPONSE

Action plan Where relevant, the grievance management process will focus on reaching agreements between parties, which will be reflected in a grievance Action Plan that addresses your concerns. The Executing Agency is responsible for its implementation, and the IDB will monitor it until all agreements have been fulfilled, at which point the grievance will be closed. While we will work with you to facilitate dialogue and reach agreements, we acknowledge that in some situations you may not be satisfied with the response provided by the Executing Agency and the proposed actions. You may withdraw your grievance at any stage of the process.

As part of the grievance management process, the IDB will seek to facilitate a dialogue process between you and the Executing Agency to agree on the best way forward to reach agreements and resolve the grievance. If the grievance is confidential, the IDB will not share your personal information with the Executing Agency, and an adapted grievance management process will be undertaken.

MONITORING AND CLOSURE

Once an agreement is reached on a grievance Action Plan, the monitoring phase will begin. You will be periodically informed about its implementation by the Executing Agency and/or the IDB. The IDB will monitor the actions included in the plan are implemented as part of its regular environmental and social supervision of projects.

ACCESS CHANNELS

The IDB is always available to hear your concerns regarding its projects. Access the IDB Grievance Protocol submission form below. You can also contact us directly at: quejas@iadb.org. Get to know more about the IDB Group Complaints System following this link.

Access THE form

Examples of imminent risk grievances include, but are not limited to:

• Alleged incidents of sexual and gender-based violence, including exploitation, abuse, and harassment.
• Alleged incidents of child or forced labor
• Accidents or incidents leading to deaths, severe injuries, or life-threatening situations.
• Alleged incidents of unplanned or accidental significant impacts on natural resources in critical ecosystems, such as protected areas or key biodiversity areas (KBAs).
• Fear of retaliation or threats to health and life of project affected parties, civil society advocates or complainants.