Any person or a group of people, or a community that has been or may be affected negatively by a Chaco Vivo project or program (including those being actively considered for funding by Chaco Vivo) may file a complaint. The affected person(s) can authorize their representative to file and pursue the complaint on their behalf.

A complaint filed through our Independent Redress Mechanism (IRM) can be filed by:

Sending it by mail or email; 

Sending a voice or video recording to our WhatsApp;

Filling out the online complaints form.
A complaint can be filed in any language, particularly in the local language of the complainant. The IRM
will have the complaint translated and respond in the language of the complainant.

The IRM will provide confidentiality upon receiving a complaint if requested to do so by the complainant.
This includes the names and identities of complainants and any designated representatives. Where
disclosure may be required to address the complaint, the IRM will consult with the complainant prior to
disclosing any confidential information.

There are no formal requirements for filing a complaint. A complaint should generally include:

The complainant’s name, address, and contact information;
If the complaint is being filed by a representative of the complainant, the name and contact
information of the representative, as well as evidence that the representative is authorized to
act on the behalf of the complainant;
A description of the project or program that has caused or may cause adverse impacts to the
complainant;
A description of how the complainants have been or may be adversely impacted by the project
or program;
Whether confidentiality is being requested and the reasons for it.
Where possible it is also helpful to include:
Details of Chaco Vivo’s policies and procedures and/or environmental and social safeguards that were
violated;
Other efforts made by the complainant to bring the issues to the attention of other
grievance/redress mechanisms and whether any relief, redress, or other help was received;
Other information the complainant feels is important or useful, including documents, media
reports, photographs, videos, and recordings, which might assist us in addressing your complaint
or grievance;

The costs of facilitating problem-solving and/or conducting compliance reviews are covered by Chaco Vivo.