Environmental and Social Grievance Redress Mechanism - ESGRM

What kind of complaints can be submitted?

Complaints related to possible adverse environmental and social impacts on people, communities, or the environment caused during the implementation of programs, projects, or activities (Operations) financed by the CAF.

Who can submit a complaint?

• The complainant (two or more persons), who believe that they have been affected or may be affected by any adverse environmental and social impacts allegedly caused, or likely to be caused, to them or the environment by a CAF-financed Operation.

• One organization or one person representing the complainants.

• The complainant has the right to confidentiality unless he/she wishes to waive this right.

• One or more persons, the victim, a representative, a witness, or any informed person, when the complaints are related to Gender-Based Violence (GBV,) or any type of discrimination. These complaints will be dealt with by ESGRM, with the advice and permanent participation of specialists in these areas and will be treated confidentially in their entirety, unless the complainant or complainants expressly declare that they waive this right.

What are the requirements for submitting a complaint?

• Prior to submitting a complaint to the ESGRM, the complainant must present evidence of having gone before the specific Complaints and Grievances Mechanism (CGM) of the Operation and not having found a satisfactory response or having exhausted the possibilities of dialogue and extrajudicial channels with those responsible for the Operation.

• Complaints related to allegations of Gender-Based Violence (GBV), or any type of discrimination do not need to be preceded by any filing with the Operation’s Complaints and Grievances Mechanism (CGM) of the Operation beforehand, they can be submitted directly to ESGRM.

   

¿What is the procedure for submitting a complaint?

• Send an email to the following address MRAS@caf.com.
• Complete the following ESGRM Online Form. (See Below).
• Download the Form, fill it out and send it by mail or submit your complaint in person at any of CAF's country offices.

To file a complaint, you must specify:

• The identity of the complainants, their physical addresses, e-mail addresses, and other contact information.

• If an organization or individual submits a complaint on behalf of those allegedly affected, the representative should clearly indicate the identity and contact details of those on whose behalf the complaint is made and provide explicit evidence of their authority to do so, as well as the bylaws of their organization, if applicable. ESGRM may verify that the affected parties have granted such authority. It is the responsibility of ESGRM to verify the validity of the delegation or representation.

• The name and precise location of the Operation to which the complaint refers.

• Evidence of the efforts made by the complainant to resolve the problem, including the details of the approach and the results obtained before the Complaints and Grievances Mechanism (CGM) of the Operation, and the details of the unresolved aspects of the problem.

• Any relevant aspect or fact that the complainant considers relevant and for which it can present documentary evidence.

• Excepted from the above requirements are complaints related to Gender-Based Violence (GBV) or any type of discrimination, for which the identification and contact details of the complainant will suffice, information that will be treated from the moment of receipt in accordance with the confidentiality criteria governing ESGRM; the name and precise location of the Operation to which the complaint refers and any other fact or information that the complainant considers relevant to the analysis process.

The registered complaints are subject to a detailed eligibility analysis, according to the criteria defined in the ESGRM. Exclusions.

In accordance with the provisions of the Access to Information and Institutional Transparency Policy (PAITI), CAF will publish an Annual Report on ESGRM’s activities and results.