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New complaint mechanism

    Consultation of the policy

    People negatively affected by projects financed by KfW Development Bank should be able to turn to us with the certainty that their concerns are taken seriously, that complaints are handled fairly and solution-oriented, and that they receive appropriate remedy. As part of a comprehensive development process, we have therefore identified opportunities to improve our current procedures in order to align them with Internationally recognized standards for complaints handling.

    As a basis for the future work of our Central Complaints Office, we have drafted a new procedural framework and invited stakeholders, including representatives from civil society as well as complaint mechanisms of other development financers, to provide feedback, ask questions, and participate in workshops to discuss the proposed changes – with the aim to ensure that our procedural framework is accessible, effective, and transparent to enable fair and accountable complaint handling.

    Invitations were extended to all interested parties, in particular:

    • Individuals and communities affected by KfW-financed projects
    • Community-Based Organizations (CBOs)
    • Civil society organizations (CSOs) and non-governmental organizations (NGOs) at international, national, and regional levels
    • Partners of KfW Development Bank
    • Government authorities, intergovernmental organizations, and initiatives
    • Other independent complaints mechanisms
    • Researchers and legal experts in the fields of environment and social issues, human rights, and accountability

    Researchers and legal experts in the fields of environment and social issues, human rights, and accountability

    The consultation period started on 24 November 2025 and ended on 6 February 2026, including two virtual workshops on 21 and 29 January 2026.

    Thank you for your participation and for submitting your comments!

    Currently, all feedback is being analyzed and considered in the finalization of the procedural framework. Afterwards, the procedural framework will be finalized and published. A summary report on the consultation will also be published.

    You can still access the draft policy Rules of Procedure here in an accessible format for your review..