By Jennine Meyer
Zagreb, Croatia: The World Bank’s Dispute Resolution Service (DRS) joined hands with the European Investment Bank Complaints Mechanism (EIB-CM) and the Independent Complaints Mechanism (ICM) of DEG/FMO/Proparco to convene a four-day regional workshop to build capacity in dispute resolution and strengthen awareness of independent accountability mechanisms across the Western Balkans.
The workshop, held in early June, brought together 28 civil society representatives and mediators for a series of interactive sessions, practical exercises, and peer exchanges focused on improving understanding of accountability processes and supporting communities affected by development projects. The event provided a unique platform for participants to engage directly with accountability practitioners and to share experiences from diverse local contexts.
Building understanding of accountability mechanisms
The first day of the workshop included speakers from the Inspection Panel and IFC/MIGA’s Office of the Compliance Advisor Ombudsman, and explored the role and mandate of independent accountability mechanisms, with sessions designed to help participants better understand how accountability systems function and how project-affected communities can access complaint processes. Discussions outlined the different pathways available to address concerns related to development projects and the role that civil society organizations and mediators can play in supporting affected stakeholders.
“We can’t overstate the importance of in-person workshops like this, which bring the independent accountability mechanisms closer to the people and organizations they are intended to serve,” said Evelyn Dietsche, Member of the World Bank Inspection Panel, who provided participants with information on the role of the compliance function for accountability.
“The Western Balkans is home to a dynamic network of civil society organizations and mediators,” said Scott Adams, Senior Dispute Resolution Officer, DRS. “Engaging directly with them helps strengthen understanding of accountability processes. It also builds trust, which is a foundation for supporting project-affected communities.”
Strengthening skills through exchange and practice
Over the next three days, participants explored mediation and dispute resolution in unusual depth.
Participants learned about the dispute resolution approaches used by accountability mechanisms and explored the benefits and challenges of collaborative problem-solving in complex development contexts. Through case studies and practical exercises, attendees examined how dialogue-based processes can promote constructive engagement among communities, project implementers, and financing institutions.
A central theme of the workshop was the value of cross-regional learning and the exchange of practical experience. Participants shared insights from their own work mediating disputes, supporting communities, and promoting accountability in a range of settings across the Western Balkans.
The discussions focused on mediating complex, multi-party disputes and identifying strategies for building trust among stakeholders with differing interests and perspectives. Participants also explored opportunities for stronger collaboration between civil society organizations, mediators, and independent accountability mechanisms, recognizing the importance of partnerships in advancing effective and accessible accountability systems.
“My key message when opening the workshop was that access and trust are at the heart of our practice and that both are strengthened when we learn from each other’s roles and experiences,” said Philipp Koenig, Head of Dispute Resolution for EIB-CM. “Civil society organizations are often the first point of contact for communities: building awareness, enabling access, and accompanying them throughout the process. Mediators, in turn, help create the conditions for dialogue, designing processes that foster trust, understanding and, ultimately, solutions…I was deeply impressed by the wisdom in the room.”
Looking ahead
The Zagreb workshop highlighted a shared commitment to strengthening accountability and enhancing access to dispute resolution mechanisms throughout the region. By bringing together accountability practitioners, civil society representatives, and mediators, the event created an opportunity for meaningful dialogue and practical learning that can support communities affected by development projects.
The DRS sincerely thanks all participants, partners, and guest contributors for their active engagement and valuable contributions. Building on the strong exchange of ideas in Zagreb, the IAMs look forward to continuing collaboration and fostering stronger networks for accountability and dispute resolution across the Western Balkans.
