MICI Reflections: A human approach to complaints: learning from the early stages of the MICI process

This document offers a detailed analysis of the initial steps of the MICI process, from the receipt of a new request or complaint to its registration and the determination of whether it is eligible or not for further processing in one of the two MICI phases: the Consultation Phase and the Compliance Review Phase. The main objective of this note is to identify a set of good practices that must be applied during the initial stages of complaint management within MICI. These complaints are related to environmental and social concerns raised by communities or individuals in the region, and refer to development projects being implemented in the areas where they live.