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About the Project Complaint Mechanism

The EBRD’s Project Complaint Mechanism (PCM) was established as part of the Bank’s commitment to transparency and accountability of its operations. The Mechanism assesses and reviews complaints about bank-financed projects. Its functions allow for consultations with all relevant parties, strengthen the Bank’s ability to monitor clients’ commitment to relevant EBRD policies and provide for publication of monitoring reports.

The PCM Rules of Procedure set out the rules about how a Complaint may be filed and how it will be processed. They also set out the requirements relating to timelines, reports, disclosure of and access to information, training, outreach and other issues relevant to the administration of the PCM. The Rules of Procedure of the PCM were approved by the EBRD Board of Directors in May 2009.

PCM Rules of Procedure (93KB - PDF)
PCM leaflet (322KB - PDF)
Guide for EBRD clients (2MB - PDF)

Other languages

PCM Rules of Procedure (Russian) (324KB - PDF)
PCM Rules of Procedure (French) (296KB - PDF)
PCM leaflet (Russian) (375KB - PDF)
Guide for EBRD clients (Russian) (2MB - PDF)

 

Functions of the PCM

PCM has two functions:

  • a Compliance Review function which seeks to assess whether a Bank approved project complies with relevant the EBRD’s policies, specifically relevant environmental policies and project-specific provisions of the Public Information Policy, and
  • a Problem-solving Initiative which has the objective of restoring dialogue between the parties, where possible, to trying 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.

Following the assessment of a Сomplaint, there may be a recommendation for a Compliance Review and/or Problem-solving Initiative, or neither.

Who may submit a complaint?

The Mechanism is open to individuals and groups directly located or having interest in the area of an EBRD-financed project, as well as to civil society organisations.

Civil society organisations are able to request only Compliance Review under the PCM.

Administration of the PCM

The PCM is independent from the EBRD’s banking operations and the Environment and Sustainability department. It is administered by a dedicated PCM Officer who is located within the EBRD’s Office of the Chief Compliance Officer (OCCO).

Additionally, a panel of independent experts assist the PCM Officer in the process. Their functions include the assessment, together with the PCM Officer, of the eligibility of complaints, the undertaking of Compliance Reviews or Problem-solving Initiatives and follow up monitoring. Four independent experts have, to date, been appointed by the EBRD.

When a complaint is received and registered, the PCM Officer will appoint an independent expert from the existing roster. Together with the expert the PCM Officer will assess the eligibility of the complaint and make a decision on whether or not it should proceed to Compliance Review and/or Problem-solving stage.

The PCM Officer is responsible for the overall, day-to-day operations and external relations of the PCM such as maintaining the PCM web site; registering and preparing administrative procedures and guidelines; receiving and registering complaints and maintaining a documentary record in respect of each registered complaint. The PCM Officer also produces annual reports which cover PCM activities in the respective year.

PCM Annual Report 2013 (2MB - PDF)

Rapport annuel 2013 (2MB - PDF)

PCM Annual Report 2012 (1MB - PDF)

PCM Annual Report 2011 (126KB - PDF)

PCM Annual Report 2010 (491KB - PDF)

Relevant EBRD policies


Last updated 17 April 2014