CAO’s Dispute Resolution function works with communities and companies to resolve complaints using a flexible, voluntary problem-solving approach.

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Between 2008 and 2021, the Dispute Resolution function handled 72 cases in 35 countries.

Elements of Dispute Resolution Processes

2008 - 2021
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Depending on the nature of the concerns, the context, and the needs and wishes of the parties, CAO’s Dispute Resolution team employs different approaches and tools to help communities and companies resolve concerns.

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The data here shows how frequently different process elements occurred in the 45 complaints that have been handled and concluded in Dispute Resolution since 2008. These numbers likely underrepresent process elements: we used only publicly reported data in our analysis, and since parties to dispute resolution can choose not to share publicly what takes place in their dispute resolution process, some process elements may be underreported in this data.

Companies and communities engaging in dispute resolution processes report many different outcomes. Some are elements of formal agreements and others are indirect benefits of the engagement process. Frequently, these processes result in improved relationships and structures for ongoing engagement between the communities and companies. Compensation – the most commonly reported outcome – generally encompassed payments for issues such as land compensation, health care costs, or unpaid wages.

The data here shows the frequency of community- and/or company-level outcomes observed in 45 complaints that have been handled and concluded in Dispute Resolution since 2008. This data is generated from publicly available reports, and since parties to dispute resolution can choose not to share publicly what takes place in their dispute resolution process, some outcomes may be underreported in this data

Feedback from community and company representatives who have participated in CAO dispute resolution processes clearly show increased levels of trust not just in each other, but also in IFC/MIGA, after conclusion of the process.

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The chart captures answers from participants who took part in CAO Assessment and Dispute Resolution processes and responded to the relevant stakeholder feedback survey.
10
Trust
9
8
7
6
5
4
3
2
1
0
No Trust
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
After Assessment
(n=119)
After Dispute Resolution
(n=94)
Percentage of Respondents
10
Trust
9
8
7
6
5
4
3
2
1
0
No Trust
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
After Assessment
(n=30)
After Dispute Resolution
(n=28)
Percentage of Respondents
10
Trust
9
8
7
6
5
4
3
2
1
0
No Trust
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
After Assessment
(n=101)
After Dispute Resolution
(n=83)
Percentage of Respondents
10
Trust
9
8
7
6
5
4
3
2
1
0
No Trust
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
After Assessment
(n=33)
After Dispute Resolution
(n=26)
Percentage of Respondents

Parties coming together in agreement to implement jointly-generated solutions to environmental and social concerns, is a key outcome of a dispute resolution process. CAO has fully settled nearly half of the cases that come to Dispute Resolution, and over 60 percent of cases have achieved either full or partial settlement. In cases where companies and communities do not reach settlement, the complaint is transferred to Compliance, with the complainant’s consent.

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CAO has fully settled nearly half of the cases that come to Dispute Resolution, and nearly 60 percent of cases have achieved either full or partial settlement.