This section presents a summary of the steps that MICI follows upon receiving a complaint. For additional information, please, refer to the MICI-IDB Policy, the MICI-IIC Policy, or contact our staff.
♦ Step 1: Receipt of the Complaint
Complainants or their representatives submit the complaint to the MICI Director by email, regular mail, or fax.
♦ Step 2: Registration of the Complaint
Within a maximum of 5 business days from the date of receipt, the MICI Director reviews the complaint and makes one of the following decisions:
Contacts the complainants and grants a period of 10 business days for them to provide missing information
In the event that the complaint does not include all of the required information, the Director will ask the complainants to complete the complaint within the established time period of 10 business days. If the complainants fail to provide the missing information by the deadline, the process will be deemed to have terminated. However, they can file a new complaint once they have the missing information.
Does not register the complaint and terminates the process
This determination is made if, following the preliminary analysis, the complaint is clearly related to one of the complaints eligibility exclusions.
Registers the complaint and begins the eligibility stage
This determination is made if the complaint includes all of the required information, refers to the mandate of MICI, and does not clearly involve one of the complaints eligibility exclusions.
Whatever the decision taken, MICI will inform the complainants, Management, Board of Executive Directors, and the general public through the Public Registry.
♦ Step 3: Eligibility of the complaint
Once a complaint has been registered, the MICI Director will forward the complaint to the relevant IDB Group Managers, who must respond to the MICI in writing regarding the issues raised in the complaint within a maximum time period of 21 days.
Within 21 business days of receipt of Management’s response, the MICI Director will examine the complaint and all of the relevant documentation, and will determine whether the complaint is eligible for a MICI process.
The Director will be supported in this analysis by the Coordinators of the Consultation and Compliance Review Phases.
If it is deemed relevant, MICI staff may make an on-site visit to the project location prior to issuing the determination on the eligibility of the complaint.
- If the complaint is declared ineligible, the process will be considered terminated.
- If the complaint is declared eligible, the MICI Director will transfer the case to the Coordinator of the respective phase the complainants selected when they filed their complaint.
For eligible complaints
The process will initiate with the Consultation Phase when the complainants have asked for both Phases or for the Consultation Phase only.
If the complainants have asked only for the Compliance Review Phase, the case will go directly to the Compliance Review Phase without having to go through the Consultation Phase.
The Consultation Phase Coordinator is responsible for conducting the consultation process.
The Consultation Phase provides the opportunity to address the concerns raised in the complaint and for the interested Parties to reach an agreement through a process of dialogue and the use of flexible and agreed-upon criteria.
Compliance Review Phase
The Compliance Review Phase Coordinator is responsible for conducting the investigation process.
The Compliance Review Phase consists of an impartial and objective investigation of the issues raised in a complaint, which alleges that the IDB Group has failed to comply with its Relevant Operational Policies and there by caused harm to the complainants.
The flow chart below illustrates the steps of the MICI process from the time the complaint is received to the end of its processing.