Complaints
Through this Grievance Mechanism, CIFI aims to provide a fair, independent, efficient, and predictable process, whose objective is achieving complaint resolution through dialogue.
The Grievance Mechanism is based on the provisions of CIFI´s Human Rights Statement, Environment, Social and Governance (ESG) Policy, and Code of Ethics, as well as on the UN Guiding Principles on Business and Human Rights, the Equator Principles IV and the International Finance Corporation´s Performance Standards on Environmental and Social Sustainability.
Confidentiality
CIFI has a specialized service provider that administers an independent platform and phone line to receive, register, process and monitor reports.
If requested, a complainant can choose to maintain its identity undisclosed to other parties involved or submit an anonymous report.
However, due to the nature of the mechanisms’ handling process, CIFI may not be able to fully address and resolve anonymous complaints according to our standard response times.
Who can file a report?
Any person or group who believes themselves to be directly affected by a project financed by CIFI or financed by CIFI-managed funds. Reports can be related to social, environmental, labor and human rights issues.
A report can be filed by a representative on behalf of the complainant if a signed letter of authorization is provided.
Reports may be submitted in Spanish, English or Portuguese. Attention to reports submitted in another language may require additional time due to the need for translation.
How to file a report?
The channels available for filing a report are:
- Online form, accessible by clicking here
- Phone, dialing +507 839-2508
- Letter, addressed to:
CIFI
MMG Tower, Costa del Este, 13th Floor, Office 13A
Roberto Motta Avenue
Panama, Republic of Panama
When filing a report, the following information should be provided:
Contact Information
Provide the complainant’s contact details (email, postal address, or phone) for notifications about the process, unless the report is anonymous.
Project Description
Include the project’s name, location, and main activity. Add any relevant context that helps identify the project clearly, such as sector or purpose.
Grievance
Describe the issue and how it has affected the complainant. Provide as much detail as possible and attach supporting materials such as photos, audio, or videos if available.
Resolution Attempts
Summarize the steps taken by the project owner to address the grievance before submitting the complaint through CIFI’s mechanism.
Main Steps
Reception and Acknowledgement
5 business days
Eligibility
15 business days
Evaluation
90 business days, with possible extension
Collaborative Resolution
15 business days
Follow up and Monitoring
Until case is closed