Environmental and Social Grievance Mechanism

What kind of claims can I file??

Claims related to adverse environmental and social impacts caused to people, communities or the environment during the implementation of a program, project, work or activity (Operation) financed by CAF.

Who can file a claim??

• The complainant (two or more persons) who believe that they have been affected or may be affected by adverse environmental and social impacts caused or likely to be caused to them or the environment by a CAF-financed Operation.
• An organization or individual on behalf of the complainants.
• The complainant has the right to confidentiality, unless the complainant wishes to waive this right.
  One or more persons, the victim, a representative, a witness or any informed person, when the claims are related to Gender Based Violence (GBV) or any type of discrimination. These claims will be addressed by MRAS, with the advice and ongoing participation of specialists in these areas and will be treated confidentially in their entirety, unless the claimant or claimants expressly state that they waive this right.

What are the requirements to file a claim??

• Prior to submitting a complaint to the MRAS, the complainant must have gone to the Operation's specific Complaint and Grievance System and not found a satisfactory response or have exhausted the possibilities of dialogue and extrajudicial channels with the Operation's managers.
• Complaints related to allegations of Gender-Based Violence (GBV) or any type of discrimination shall not be preceded by attention to the Operation's Complaints and Grievance System (SQR), they may be submitted directly to MRAS.

How can I file a claim??

• Sending an email to the following address MRAS@caf.com
• By filling out the following MRAS Online Form (see below).
• You may download the Form, fill it out and send it by mail or submit your complaint in person at any of CAF's Country Offices (CO).

By submitting your complaint by any of the means described above, you agree that CAF may process the personal data provided for the purpose of handling your complaint. You also declare that you have read and accepted the Privacy Policy.

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 is submitting a complaint on behalf of those allegedly affected, the representative must clearly indicate the identity and contact details of those on whose behalf the complaint is being made and provide explicit evidence of their authority to do so, as well as their organization's bylaws. MRAS may verify that the affected parties have granted such authority. It is the responsibility of MRAS to verify the validity of the delegation or representation.
• The name and precise location of the CAF-financed Operation to which the complaint refers.
• Evidence of the efforts made by the complainant to resolve the problem, including details of the approach and the results obtained before the Operation's Complaints and Grievance System; and the unresolved aspects of the problem.
• Any relevant aspect or fact that the complainant considers relevant and for which documentary evidence can be presented.
• 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 the MRAS; the name and precise location of the CAF-financed Operation to which the complaint refers; and any other fact or information that the complainant considers relevant to the analysis process.

Registered complaints are then subject to a detailed eligibility analysis, according to the criteria defined in the MRAS Manual. Exclusions

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