Compliance Review/Mediation Request

Who can Request a Review or Mediation?

• Any group of two or more people in the country or countries where the Bank Group-financed project is located who believe that as a result of the Bank Group’s violation of its policies and/or procedures, their rights or interests have been, or are likely to be, adversely affected in a direct and material way.
• Organizations, associations, societies or other groupings of individuals adversely affected by a Bank Group financed project.
• A duly appointed local representative acting on explicit instructions as the agent of adversely affected people. Foreign representatives may act as agents in cases where no adequate or appropriate representation is available in the country or countries where the project is located.
• The Boards of Directors of the Bank Group.

What information shall be included in a Request for Compliance Review or Mediation?

• Description of the project.
• Explain how Bank Group policies, procedures, contractual document were seriously violated.
• Describe how the act or omission on the part of the Bank Group has led or may lead to a violation of the specific provision.
• Describe how the parties are, or are likely to be, materially and adversely affected by the Bank Group’s act or omission.
• Describe the steps taken by the affected parties to resolve the violation with Bank Group staff, and explain how the Bank Group’s response was inadequate.
• In Requests relating to matters previously submitted to CRMU, specify what new evidence or changed circumstances justify revisiting the issue.
• If some of the above information cannot be provided, an explanation should be included in the Request.
• Attachments to the Request :
  • All correspondences with Bank Group staff,
  • Notes of meetings with Bank Group staff,
  • A map or diagram, if relevant, showing the location of the affected parties or area affected by the project, and
  • Any other evidence supporting the Request.

Request Format and submission

• No specific form is necessary, a letter will be sufficient.
• Submitted in writing, dated and signed.
• In one of the working languages of the Bank (English or French) .
• The Request shall be sent by any suitable means to the CRMU at the Bank Group’s principal office or Temporary Relocation Agency (“TRA’) or to any of the Bank Group’s field offices.

Limitations

CRMU is not authorized to receive Requests related to:

• Procurement complaints from bidders and suppliers,
• Fraud and corruption,
• Frivolous or malicious complaints,
• Matters before the Administrative Tribunal of the Bank,
• Matters before other judicial review or similar bodies,
• Complaints motivated by an intention to gain competitive advantage,
• Matters already considered by the IRM, except where there is material new evidence,
• Actions that are the responsibility of other parties,
• Adequacy or suitability of Bank Group policies and procedures, and
• Private sector project, except in respect of environmental or social policies.

Request Registration & processing

• The Director of CRMU shall upon receipt of a Request conduct a preliminary review to determine whether the Request contains a bona fide allegation of harm from a Bank Group-financed operation.
• Within 14 days of receipt, the Director of CRMU shall decide whether to register the Request, or ask for additional information, in which case the decision period may be extended until the necessary information and documents have been filed, or decide that the Request is outside the mandate of IRM.
• If the Director of CRMU determines that the Request contains a bona fide allegation of harm arising from a Bank Group-financed operation, he/she shall determine whether the request shall be registered for Mediation (Problem-solving) exercise, or for further consideration for a Compliance Review by the Experts in the Roster.

Request registration will involve:

• The Director of CRMU will issue a Registration notification to the Requestors, i.e. including name of the Requestors, the project, the country, and contact addresses. A copy shall be sent to the Boards of Directors, the President and Management of the Bank Group.
• The Director of CRMU will request Bank Group Management within 21 days after receipt of the Notification, to provide written evidence that it has complied, or intends to comply with the Bank Group’s relevant policies and procedures.
• CRMU may request clarifications from Management or seek more information from the Requestors in light of Management's response within a set time limit.
• If there is no response from Management within the set time limit, the Director of CRMU shall notify the Boards and the President, with a copy to the Requestors.

Requestors can ask for more information by sending an email to CRMUinfo and/or forward copies of their  requests for compliance review or problem-solving to CRMUcomplaints.