Our GRM Process
How to File a Grievance with EBID
Who Can File a Grievance?
If you or your community have been negatively impacted by an EBID-funded project, or if your organization has been approached for assistance in addressing social or environmental concerns related to such a project, you have the right to file a grievance.
A grievance can be submitted by:
✅ A group of at least two affected individuals
✅ An organization, association, or business
✅ A duly authorized representative acting on behalf of the affected individuals
Requesting a Compliance Audit or Mediation
You may request an audit or mediation if:
✔️ Your rights or interests have been harmed due to an EBID-funded project
✔️ You believe EBID’s actions or negligence contributed to the harm
✔️ You are an organization or association representing affected parties
✔️ You are a local representative formally appointed by those impacted
✔️ You are an EBID Board of Directors member
Confidentiality & Anonymity
Your privacy is important. You may request anonymity when submitting your complaint. The Internal Audit and Evaluation of Operations Department will review the request and ensure confidentiality whenever possible. If confidentiality affects the investigation, you will be informed of the next steps.
What to Include in Your Complaint
- Your application should clearly outline:
- Project details and how it has caused or may cause harm
- The action or inaction by EBID leading to the issue
- Any violations of EBID policies, procedures, or contracts
- Previous communication with EBID about the issue (if any)
- Any new evidence justifying further investigation
Supporting Documents:
Relevant emails, letters, or other correspondence with EBID or other authorities
Description and location of the affected area or individuals
Any additional evidence supporting your complaint
How to Submit a Grievance
✅ Use the official EBID Grievance Form (available on our website)
✅ Submit your grievance in writing, including your name, contact details, and address for correspondence (unless anonymity is requested with a valid reason)
✅ If filing verbally, EBID’s Compliance Division will assist in transcribing your complaint
✅ Send your complaint to: EBID Office
Complaints We Cannot Accept
EBID is unable to process grievances that:
- Relate to procurement decisions by EBID or its borrowers
- Are already being addressed by a court or similar legal body
- Are malicious or intended to gain a competitive advantage
- Have already been reviewed by the GRM Team unless new evidence is presented
- Involve actions or responsibilities solely attributed to third parties
- Challenge the relevance of EBID’s policies and procedures
- Involve human rights violations outside of social and economic rights tied to EBID actions
Compliance Review Process
The grievance handling policy process assesses whether EBID has adhered to its policies and procedures for a given project, operation, public procurement. If non-compliance is identified, the process evaluates whether it has resulted in harm to the complainants and/or the environment.
What Happens When You Submit a Complaint?
- The Grievances are submitted to the EBID Compliance Division or local mission offices.
- Acknowledgment: The Compliance Division records the grievance and sends an acknowledgment of receipt within five working days.
- Admissibility Review: The Internal Audit and Evaluation of Operations Department assesses the admissibility of the grievance.
- Feasibility Assessment: Within twenty-five working days, the Compliance Division assesses the feasibility of resolving the grievance and communicates recommended actions.
- Consent for Resolution: Dispute resolution efforts require the consent of key stakeholders to proceed.
- Resolution Procedures: The agreed course of action is implemented, with flexibility in techniques used based on the specific grievance.
- Resolution Report: The Compliance Division submits a report detailing the resolution, including any settlement agreement or recommendations for further action.
- Implementation: The agreed-upon resolution is implemented, and necessary actions are taken to address the grievance.
- Feedback: Feedback is sought from the involved parties to ensure satisfaction with the resolution and to improve future grievance handling processes.
Termination Report: If the process is terminated by any party, a detailed report is submitted to the EBID President outlining the reasons for termination and any unresolved issues.