Filing a Complaint

Who can file a complaint?

  • Any group of two or more who are directly, materially, and adversely affected;
  • A local representative of affected people ;
  • In exceptional cases, a nonlocal representative of such affected persons, where local representation cannot be found and the Special Project Facilitator or Compliance Review Panel agrees.

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.

How to file a complaint?

Complaints must be in writing and addressed to the Complaints Receiving Officer (CRO). Complaints will be accepted by mail, fax, email, and by hand delivery to the Complaints Receiving Officer at ADB Headquarters:

Complaints Receiving Officer ADB Headquarters, 6 ADB Avenue, Mandaluyong City 1550, Metro Manila, Philippines   amcro@adb.org

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 Complaints Receiving Officer.

Exclusions

The Office of the Special Project Facilitator cannot address the following matters:

  • Actions not related to something ADB did or did not do in the course of formulating, processing, or implementing a project
  • Matters that complainants have not made good faith efforts to address with the operations department concerned;
  • Matters already considered by the Special Project Facilitator, unless the complainants have new evidence previously not available to them and unless the subsequent complaint can be readily consolidated with the earlier complaint;
  • About an ADB-assisted project for which 2 or more years have passed since the loan or grant closing date;
  • Procurement of goods and services, including consulting services
  • Allegations of fraud and corruption in ADB-assisted projects or by ADB staff;
  • Complaint related to the adequacy or suitability of an ADB policy or procedure
  • A frivolous, malicious, or trivial complaint, or one generated to gain competitive advantage
  • Related to ADB personnel matters
  • About ADB's non-operational housekeeping matters, such as finance and administration
  • Matters being dealt with or already dealt with by the Compliance Review Panel (including those that have completed the compliance review process), except those complaints considered ineligible for compliance review by the Compliance Review Panel

Language

The working language of the Accountability Mechanism is English. Complaints will be accepted in any of the official or national languages of ADB’s developing members 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.