The Complaints Receiving Officer (CRO) is the single point of entry for complaints. The Complaints Receiving Officer serves as the first contact for project-affected people.
The CRO reports to the SPF and the CRP chair and is tasked to:
If a complaint is made through a representative, it must clearly identify the project-affected people on whose behalf the complaint is made and provide evidence of the authority to represent such people.
The working language of the AM is English. Complaints will be accepted in any of the official or national languages of ADB’s developing member countries if the complainant is unable to provide an English translation. This will, however, entail additional time for translation.
The identity of the complainant will be kept confidential if requested, but anonymous complaints will not be accepted.
Take Note: Filing of a complaint does not suspend or otherwise affect the formulation, processing or implementation of the project unless agreed to by the borrowing country concerned or the private project sponsor and by the ADB.
Complaints will also be accepted by any ADB office such as a resident mission, regional office or representative office, which will forward them unopened to the CRO.