About the IRM

The EBRD established the Independent Recourse Mechanism (IRM) to assess and review complaints about Bank-financed projects. It gives local groups that may be directly and adversely affected by a Bank project a means of raising complaints or grievances with the Bank, independently from banking operations.

On 6 May 2009, the Board of Directors of the EBRD approved the adoption of Rules of Procedures for a new Project Complaint Mechanism (PCM). These new Rules will enter into force once the PCM Officer and at least three (3) PCM Experts have been appointed. Complaints received prior to the entry into force of the PCM Rules will normally be dealt with in accordance with the Rules of Procedure for the IRM.

The IRM aims to strengthen the Bank’s accountability and increase the transparency of its decisions in relation to its project operations. The IRM processes are designed to be user-friendly, efficient and timely.

Functions of the IRM

The IRM has two functions:

• a compliance review function: to assess whether banking operations comply with Bank policies, specifically its Environmental Policy and project-specific provisions of the Public Information Policy, and
• a problem-solving function: to restore dialogue between the parties, where possible, to try to resolve the underlying issues giving rise to the complaint or grievance. A problem-solving initiative might include: independent fact-finding, mediation, conciliation, dialogue facilitation, investigation or reporting.

In assessing a complaint, there may be a recommendation for a compliance review or problem-solving initiative, or both or neither.

Administration of the IRM

The IRM is administered by the office of Chief Compliance Officer (CCO) and is independent from the EBRD’s banking operations. The CCO is Enery Quinones.  

The CCO is responsible for the overall, day-to-day operations and external relations of the IRM such as establishing and maintaining of the IRM website and register; preparing administrative procedures and guidelines; receiving and registering any complaints to the IRM and maintaining a documentary record in respect of each complaint.

While ensuring that all complaints are dealt with in a comprehensive, but timely manner, care shall be taken to minimise any adverse impact of such proceedings on the daily operations of the Bank and its clients.

Supporting documents

The Rules of procedure are the rules which establish the requirements and timelines for all IRM processes. The Guidelines provide a summary of how the IRM works, giving guidelines about who can make a complaint, the grounds for a complaint, how to make a complaint and what will happen once a complaint is filed.

• Annual report 2008  (0.1Mb)
• Annual report 2007  (0.2Mb)
• Annual report 2006  (0.5Mb)
• Annual report 2004 - 2005  (0.4Mb)

Relevant EBRD policies

• Environmental Policy
• Public Information Policy