Guide to support the design and implementation of a Grievance and Complaint Mechanism (GCM) at the project level for CAF operations

The Guide provides a practical and conceptual framework to ensure that communities benefiting from CAF-financed projects can express their concerns in a fair, safe, and accessible manner. Based on international best practices, the guide promotes transparency, accountability, and the prevention of social and environmental conflicts. It emphasizes the importance of protecting whistleblowers, incorporating gender-sensitive approaches, and adapting mechanisms to local contexts. Additionally, it outlines concrete measures to strengthen institutional capacities, ensure early community engagement, and maintain the GRM’s operability even after project completion. This tool reinforces CAF’s commitment to inclusive, sustainable development that respects the rights of all individuals.