The project area is highly urbanized and there is no nearby sensitive area and/or critical species with in the project area; PS6 Biodiversity Conservation and Sustainable Management of Living Natural Resources is therefore not considered applicable. There are no indigenous communities in the project location, thus, PS7 Indigenous Peoples is not considered applicable. PS8 is not considered applicable as there are no known cultural heritage values to be protected within the project footprint.

If IFC’s investment proceeds, IFC will periodically review the project’s ongoing compliance with the Performance Standards.

This is a Category A project according to IFC’s Policy on Environmental and Social Sustainability due to the potentially significant social risks associated with land acquisition and involuntary physical and economic displacement.

Key environmental, health and safety and social (E&S) issues are as follows: (i) the capacity of TRANSMILENIO S.A. to adapt its existing management system to TransMiCable operations; (ii) land acquisition, resettlement, compensation and livelihood restoration; (iii) occupational health and safety and contractor management; (iv) emergency preparedness and response including life and fire safety; and (v) community health, safety and security, including during construction operations.

Environmental and Social Assessment and Management System, Policy, Identification of Risks and Impacts and Management Programs

The Municipality of Bogota has environmental and social policies that apply to both IDU andTRANSMILENIO S.A., and which are generally consistent with IFC’s PS requirements. The environmental policies are available through the website of the Environmental Secretariat at http://www.ambientebogota.gov.co/web/sda/politicasambientales.

IDU’s social management policy is described in the Guideline for Social Management for Sustainable Urban Development (https://www.idu.gov.co/Archivos_Portal/Transparencia/Informacion%20de%20interes/Publicaciones/2017/09%20Septiembre/02%20Gu%C3%ADa%20de%20gesti%C3%B3n%20social.pdf) which includes provision for social risks and impacts management and public participation during the development of feasibility studies, project design, pre-construction, construction, and maintenance of urban infrastructure. IDU subscribes to the United Nations Global Compact and its principles in the areas of human rights, labor, environment, and anticorruption.

Both IDU and TRANSMILENIO S.A. have an Integrated Management System (“IMS”) in place for managing, monitoring and evaluation of the environmental, occupational health and safety, and social performance of their activities. The IMS includes processes and procedures for quality control, accountability, inspections and monitoring, reporting, and management review. 

As part of the client’s policies and as reflected in the IMS of TRANSMILENIO S.A. and IDU, there is a requirement for environmental and social assessments to be undertaken, with the assistance of external experts, in the development of all new projects, depending on the size and complexity of the project. IDU’s social management department carries out socio-economic surveys and censuses and socioeconomic assessments. Based on the results of the environmental and social impact assessments, project developers prepare project-specific management plans), which specify mitigation measures for all project phases. 

The management plans entailing land acquisition and resettlement are developed and implemented by IDU, with the assistance of other government entities that provide complementary social services, such as the Education, Social Integration, and Health Secretariats. The elements of the City’s program include clearly articulated objectives, strategies, assignment of responsibilities, supervision and audit programs, and a feedback mechanism for the review of environmental and social policies. For EHS matters, IDU has also developed a control and monitoring manual (Manual Único de Control y Seguimiento Ambiental y de SST del IDU), which functions as a management tool for all parties involved in a project (IDU, Interventoria and Contractors) and provides guidance on the basic EHS requirements for every stage of the project cycle. 

IDU undertook the basic concept studies of the TransMiCable project in 2009. In 2013, a detailed feasibility study was commissioned as well as a detailed environmental and social impact assessment (ESIA) was conducted, although it was not required by the legislation in force. In line with the ESIA, which is consistent with IFC Performance Standards, IDU developed a PIGA and a social management plan specific to the TMP project and obtained required permits and approvals from the relevant authorities including the Ministry of Environment.

During construction IDU has required the project contractors to implement the applicable management plans (namely MAO - Manejo Ambiental de la Obra) and to have E&S supervisors and vegetation management specialists, responsible for the implementation and compliance with IDU’s requirements. Interventoría verified compliance on site and reported performance to IDU on periodic basis. Project contractors were required to conduct environmental and occupational health and safety risk analyses for the construction phase and develop a construction phase management plan including the definition of specific mitigation measures, program for inspections and monitoring, and near miss and incident reporting. 

As indicated, Trasmilenio will be responsible for the operation of the cableway and its stations. The company’s IMS is comprehensive and include procedures covering relevant E&S aspects, such as risk management, social management, contractor management, emergency preparedness and response, and citizen participation. As per Environmental and Social Action Plan (ESAP) action #1, Bogota Distrito Capital will ensure TRANSMILENIO S.A. review and extend the scope of its integrated management system to include TransMiCable operations. This will include the E&S requirements for the selection, contracting and supervision of the operator of the cableway.

Organizational Capacity and Competency

As discussed above, IDU has overall responsibility for the construction of the project. At the institutional level, responsibilities for EHS and social performance are shared across different management areas, including the environmental, land acquisition, and citizen services departments. The environmental department has a staff of 65 and is responsible for environmental impact assessment, obtaining relevant project permits and monitoring contractor’s compliance. The social department (or citizen services) has a staff of 72 and is responsible for management of social aspects associated with project development and implementation, including stakeholder engagement and grievance mechanism. The land acquisition department of IDU has a team of 356 dedicated staff. As part of IDU’s standard contract documentation, the construction contractors are required to assign an EHS and social team, which for TransMiCable included six community liaison officers and a supervisor, responsible for community safety, traffic safety, disclosure of information, and operation of the grievance mechanism, and two environmental officers and four supervisors. During construction, each subcontractor was required to have their dedicated E&S team.

TRANSMILENIO S.A. has a dedicated EHS and social team which liaises with IDU during project construction and will manage and supervise the E&S aspects and compliance of the project operations. As per the ESAP #2, Bogota Distrito Capital will designate a senior official at IDU and at TRANSMILENIO S.A. with overall responsibility for ensuring and reporting on compliance with IFC Performance Standards and implementation of the agreed ESAP, in addition to the national requirements.

Both IDU and TRANSMILENIO S.A. have an E&S induction program for new employees, which includes labor rights and working conditions. Specific guidance is provided to contractors’ personnel on how to interact with the affected communities including vulnerable or disadvantaged individuals or groups in the area.

Emergency Preparedness and Response

Project contractors prepared and implemented an emergency preparedness and response plan including construction site evacuation, fire and medical emergencies. The plan included a communication protocol with the local authorities. At the construction sites visited, emergency response resources and equipment were available, including first aiders and emergency response team deployed at each construction site. The contractors hired a third-party health service provider

TRANSMILENIO S.A. has an emergency preparedness and response plan for operations including mass-transit system evacuation procedures, life and fire safety, and medical emergencies. Evacuation routes and emergency equipment are clearly marked at the existing bus stations and there are alarm and announcement systems. Bogota Distrito Capital will ensure that a project specific emergency preparedness and response plan will be prepared and incorporated to the TRANSMILENIO S.A.’s integrated management system that will include TransMiCable operations as per ESAP action #1.

Monitoring and Review

It is a requirement by the Municipality of Bogotá that independent consultants are contracted to supervise the implementation of municipal projects, in order to increase accountability and transparency. For each project the municipality establishes a monitoring committee, including social and environmental subcommittees, with the participation of representatives of IDU, contractors, and the independent supervision consultant (Interventoría).TRANSMILENIO S.A., as a municipal corporation, is also required by the municipal regulations to engage independent consultants to monitor and supervise the implementation of service contracts and concessions, and will define a similar engagement for the operation phase of the aerial cableway.

Project supervisor and contractor supervisors are conducting site inspections and daily toolbox talks with the construction workers. Inspections focus on safety of the access roads, fencing, personal protective equipment use, behavioral safety, excavation, heavy-duty vehicles, minimization of nuisance to the residents, and community safety. The contractors are required to carry out a monitoring program covering elements such as waste management, effluent management, energy (fuel and energy) and water consumption, incident and near miss rates, and training hours. E&S performance is reported monthly to IDU’s management.

TRANSMILENIO S.A. has a monitoring and reporting system for its operations. This includes incident rates (for employees, contractors, third parties and passengers), energy and water consumptions. E&S performance is reported to Bogota Distrito Capital`s senior management monthly. As per ESAP action item #1, Bogota Distrito Capital will ensure that the scope of TRANSMILENIO S.A.’s monitoring and reporting system will be reviewed to include TransMiCable operations and ensure that all E&S performance data, including but not limited to incidents, energy/water consumption, waste management, noise, vibration, complaints will be monitored and reported to senior management. 

Although project is not located in an area with significant cultural or historical value, there are archaeological sites within 5 to 10 km from the project area. Necessary permits/licenses were obtained from competent authorities, such as Colombian Institute of Anthropology and History and the Environmental Secretariat, and an archaeologist was employed by the contractors to monitor the excavation/demolition works. IDU’s IMS guidelines include a requirement for the suspension of construction activities and immediate contact with competent authorities in the event of a chance find of archeological artifacts. The guideline includes a procedure requiring the continuous guarding of the area to prevent theft in case of chance finds until a time that these authorities can assess the find and implement a plan for its recovery. 

 IDU has 424 direct employees and about 866 workers on short-term contracts, of whom approximately 50 percent are women. TRANSMILENIO S.A. has currently 425 full-time workers and 500 workers on short-term contracts, of whom just over 50 percent are women, in addition to 18,800 drivers and other personnel engaged through contractors and concessionaries for bus transportation operations. At the time of the appraisal, 500 construction workers were engaged in the construction activities of the project including contractor’s personnel and its subcontractors providing steel work, die casting, piping, drilling services, among others. The number of construction workers had already reached its peak.

During the operation phase, TRANSMILENIO S.A. expects to create 256 direct jobs including cleaning, security, ticketing, maintenance, and monitoring services. It is expected that TRANSMILENIO S.A. will employ approximately 10 percent of the total workforce of the operation of the cableway while the remaining 90 percent will be outsourced. Additionally, approximately 80% of the employees should be hired in the project’s area of influence.

Human Resources (HR) Policies and Procedures, Working Conditions and Terms of Employment

Colombian labor law and regulations are codified under the Código Sustantivo del Trabajo (Substantive Labor Code and also known by its initials CST). Policies and procedures governing IDU and TRANSMILENIO S.A. human resources (HR) practices are set out in the “Reglamento Interno” which aligns with the CST. Both institutions have a Code of Ethics with statements regarding non-discrimination, equity, ethical behavior, and relations with external parties such as customers, communities, government, shareholders, employees, contractors, and suppliers. The Code of Ethics is communicated to all new employees during the induction process, and specific training programs associated with the code are conducted. IDU and TRANSMILENIO S.A. have contracts with independent consultants to monitor and supervise the implementation of human resources policies and procedures in accordance to Colombian legislation. 

TRANSMILENIO S.A.’s labor and HR policies and procedures follow Colombian legal framework and are consistent with Performance Standard 2, with the exception that they do not explicitly prohibit forced and child labor within direct employees and third-party workers, although Colombian labor law has prohibitions against child and forced labor. As part of ESAP action #3, Bogota Distrito Capital will ensure that the operator of TransMiCable will (i) review its Code of Ethics, Reglamento Interno, and other HR documents which will be applicable to TransMiCable , to ensure full alignment with PS2, including explicit reference to protection of workforce, including the prohibition of forced labor and child labor, and relevant provisions for workers employed by third parties; and (ii) complete an assessment of existing policies and procedures related to gender based violence (GBV), including sexual harassment, such as their existing Code of Ethics, disciplinary procedure and employee grievance mechanism. Based on the findings of the assessment, TRANSMILENIO S.A. will develop a strategy and time-bound action plan to address those that need to be updated or revised to ensure they adequately address GBV and the requirements of PS2. This will include the ability of the existing grievance mechanism to receive and address grievances related to gender-based violence and sexual harassment.

Workers’ Organization

IDU and TRANSMILENIO S.A. policies are aligned with Colombian labor law which stipulates workers’ right to unionize and rights to collective bargaining. Workers that belong to or establish a union are entitled to receive legal protection under the labor jurisdiction. Both institutions are subject to the Colombian Ministry of Labor’s review, which verifies their compliance with current labor regulation and oversees that workers and unions’ constitutional rights are being upheld. In TRANSMILENIO S.A., all direct employees, except for management, are unionized under Sindicato de Trabajadores Oficiales de la Empresa de Transporte del Tercer Milenio TRANSMILENIO S.A.. or SINTRATRANSMILENIO. In IDU, about 90% of direct workers are members of a union, namely Sindicato de Trabajadores del Instituto de Desarrollo Urbano or SINTRAIDU. All workers of TRANSMILENIO S.A. and IDU, regardless of their affiliation to unions, are provided with the same labor conditions and benefits. 

Grievance Mechanism

Both IDU and TRANSMILENIO S.A. have a grievance mechanism in place through which staff members, including third party workers, may raise employment concerns and/or report any misconduct in the workplace associated with the Code of Ethics. The mechanism allows for anonymous complaints and grievances can be registered through a toll-free number, intranet, and grievance boxes distributed in the offices and facilities. There are specific committees to address all worker grievances, including grievances associated with harassment in the workplace.

Construction contractors have implemented a functional grievance mechanism, through which workers may raise grievances and concerns with their immediate supervisor and/or through a written statement that can be placed in a grievance box. The mechanism allows for anonymous complaints. Grievances are addressed by contractors and reported in monthly reports by contractors and Interventoría to IDU and TRANSMILENIO S.A.. 

As part of ESAP action #4 Bogota Distrito Capital will ensure that TRANSMILENIO S.A. extends its grievance mechanism to include TransMiCable operations, for workers and their organizations to raise workplace concerns, consistent with PS2. The mechanism will be communicated to all direct and third-party workers at the time of their recruitment and induction. It will allow for anonymous complaints. In addition, TRANSMILENIO S.A. will require their contractors to have relevant grievance mechanism consistent with IFC’s requirements or that contractor’s employees including sub-contractors have access to the grievance mechanisms of TRANSMILENIO S.A..

Occupational Health and Safety

IDU’s requirements for the construction phase included appointment of H&S supervisors, risk assessments, an OHS plan, and OHS performance to be reported to IDU. It was a project requirement for contractors to have OHS management systems. The systems were reviewed by IFC and found to be aligned with IFC’s requirements. 

Construction contractors have implemented adequate risk assessment and safe working procedures and instructions for safety in excavation, personnel protective equipment usage, lifting, welding, working at height, confined spaces, safe use of electrical equipment, and traffic safety, among others. An onboarding training on OHS is provided to all new employees, including sub-contractor’s personnel. 

Working hours at the construction sites are between 7 am and 5 pm (weekday) and from 7 am to 10 am (Saturday). As the construction sites are within the city and majority of the workforce was hired locally within the project area, no workers accommodation was needed. Given the urban location, the consortium contracted a third-party ambulance service provider for medical emergencies. During construction there was approximately one first aider per ten workers on site. Pre-employment and annual health controls have been carried out as per national requirements. 

Compliance with contractual covenants is being monitored by the project’s supervisor. IDU required the construction contractor to monitor and report safety performance and to implement an incident investigation system and relevant corrective actions, including specific training. The contractor incorporated similar OHS requirements into its contracts with sub-contractors. At the end of construction, the contractor reported 70 minor injuries including slips, trips and falls. For all accidents, corrective action plans have been implemented and monitored though weekly safety meetings. 

TRANSMILENIO S.A.’s IMS include relevant OHS procedures to manage health and safety for its operation activities, including speed policy, safety at maintenance works, electrical safety, machine safety, and moving equipment safety. TRANSMILENIO S.A.is providing OHS training to its staff as part of onboarding and periodic training program. Staff is subject to medical testing and analysis specific to the job assignment. Worker health tests are done annually as required by law. As per ESAP action #1, Bogota Distrito Capital will ensure that TRANSMILENIO S.A. will extent the scope of its IMS to include TransMiCable operations. This will include the management of the occupational health and safety requirements as well as emergencies, and the development of relevant management plans for operations.

Workers Engaged by Third Parties

Each third-party company working for the project is required, under Colombian law and regulations and under the contractual instruments with IDU, to respect all labor- and OHS-related provisions.

For the operational phase, TRANSMILENIO S.A. will use third party companies for some services, including maintenance and/or inspections, security and cleaning of stations and cabins. TRANSMILENIO S.A. will require all contractors to comply with the requirements outlined in the contracts. This will include provisions for compliance with national law on labor and working conditions and company labor and OHS policies. 

 Resource Efficiency and Water Consumption

For the construction and operational phases electric energy will be supplied by the national grid. There will be one standby diesel generator available to support the cableway operations in case of need.

Water needs for construction and operations will be limited and water will be provided by the public water network.

Fuel consumption by the vehicles, electric usage and water consumption during the construction phase is monitored by contractors and is reported to IDU’s management. For the operational phase, TRANSMILENIO S.A. will extend its resource consumption monitoring and management program into TransMiCable operations.

Green House Gases (GHG)

Currently, the only available option for the affected communities to reach the neighborhood is through a bus or car drive along a winding hillside road. The project is expected to have positive impacts on GHG emissions as the cableway system will replace fossil fuel powered buses.

According to information provided at appraisal, TRANSMILENIO S.A. expects to consume approximately 3,770,000 kWh of electricity per year during operations. Based on this information, TRANSMILENIO S.A. expects that the cableway’s operations will emit 750.51 tons of CO2 equivalent per year. TRANSMILENIO S.A. will report to IFC on electricity consumption on an annual basis. 

Wastewater management, Hazardous Materials and Waste Management

Wastewater discharges from sanitary facilities (both for construction and operational phases) will be discharged into the public sewerage network.

There is no significant use of hazardous materials related with the construction and operational phases. Hazardous chemicals include fuel for the construction vehicles, oil and lubricants for the vehicles and equipment, cleaning solvents. At construction sites, hazardous materials were stored in portable containers with secondary spill containment basins.

At the construction sites, wastes were segregated and disposed of according to legal requirements. Hazardous wastes include maintenance wastes from the heavy-duty vehicles, waste oil, contaminated packaging wastes, waste solvents and painting containers, cement addictive and batteries and are stored in appropriate containers and placed in designated areas. Non-hazardous solid waste generated during the construction and operational phase of the project include general domestic waste, cleaning waste and newspapers or other packaging materials left in the cable cars. As per TRANSMILENIO S.A.’s practice, amounts of waste generated will be reported monthly to its management during the operational phase. 

The project design phase included identification of community health and safety risks associated with project construction and operations. Mitigation measures during construction included clear demarcation of construction work areas and control of access by use of fences, control of construction vehicles, provision of safety information to visitors where appropriate, and awareness campaigns for surrounding communities. Procedures and methods for earth movement and excavation took into account the proximity of existing buildings and structures to prevent structural damages. The contractor employed dedicated staff to ensure and supervise construction traffic safety at sites and in the nearby areas within the city. Ambient noise, dust, soil movements and vibrations have been monitored in the project area to minimize community nuisance and risks, and monitoring results reported to IDU’s management. Noise impact from operation of the cable car system is negligible as the required electrical motors will be within insulated rooms.

Over the past years Bogota has been ranked as one of the most unsafe cities worldwide for women using public transport. Under decree 166 of 2010 and Resolution 325 of 2015, the Municipality developed a gender plan (Plan Sectorial de Transversalidad de Genero) which includes actions to mainstream and institutionalize gender issues within the transport system. TRANSMILENIO S.A.’s efforts to tackle gender-based violence within the transportation system includes awareness campaigns on gender equality for consumers and employees. Efforts carried out by the agencies have, however, so far had limited results in systematically reducing violent incidents against women in the sector.

Per ESAP #5 Bogota Distrito Capital will ensure that the operator of TransMiCable will i) complete an assessment of their gender policies and procedures to assess if they identify and address risks around Gender Based Violence (GBV) and harassment for users of the project and (ii) based on the findings of the assessment, establish a strategy and time-bound action plan that lays out relevant measures, including adapting their community Grievance Mechanism to be able to capture and address grievances related to gender based violence and sexual harassment.

Infrastructure and Equipment Design and Safety and Emergency Preparedness and Response

Internationally accepted standards have been incorporated into the design criteria and specifications for stations, ventilation and emergency systems, including U.S. National Fire Protection Agency standards, European Norms, Colombian standards and U.S. Transportation Department requirements. These include evacuation measures, cable correction systems, cable specifications, equipment checks and dedicated fire water reservoir at each station. The cable cars, the towers and the cables were designed for the system to be operated safely with a maximum wind speed of 60 km/hr. Above that, the cable car system will not be operated. Annual electron microscope inspections will be conducted to check cable safety.

Operational speed will be 5.5 m/s during peak hours, and it will reduce to 0.25 m/s at the stations. The cable cars will be suspended at 6 to 30-meter height from ground level and there will be 55-meter minimum distance between cabins. There will be two electrical motors and one standby diesel motor. Each tower will have cable correction tools. There will be telecom and camera systems in each cabin. In case of malfunctioning, all cabins can manually be returned to the stations within 30 minutes. At the stations, there will be elevators/ramps for the disabled passengers and cyclers. The seats in the cabins can be folded for the transportation of the wheelchairs. 

Life and fire safety (“L&FS”) and seismic/structural safety design and installations, including clear marking of the exits at the stations, smoke detectors, alarm system, fire exits, evacuation plan posting, emergency lights, are compliant with the Colombian standards and regulations. In addition, as indicated above the design criteria incorporated internationally accepted standards for stations, ventilation and emergency systems. L&FS and seismic / structural safety of the design was reviewed by IDU’s engineering department and were approved by local authorities. Upon project completion, Interventoría will verify that construction has been completed in accordance to the design criteria and will provide IFC with evidences, including a certification letter.

As per ESAP action item #6, Bogota Distrito Capital will collaborate with IDU to hire a suitably qualified life and fire safety / structural safety professional to conduct a risk based post-construction review of all L&FS conditions. As needed, a corrective Action Plan with a time frame for implementation will be submitted after the review. Completion will not be certified until the professional has received confirmation and evidences of satisfactory completion of the Action Plan. 

Security Personnel

Unarmed security personnel have been employed through private contractors at the construction sites. TRANSMILENIO S.A. will employ unarmed private security personnel during the operational phase. Consistent with company’s practice, security personnel are trained in the use of force for defensive purposes only and background checks as well as psychological tests are included as a part of pre-employment and periodical health controls.

Given the contextual risk associated with high violence rates in Ciudad Bolivar, as per the ESAP action item #7 Bogota Distrito Capital will ensure that the operator of TransMiCable will develop a security management plan for the cableway operations, including, as appropriate, a security risk assessment, aligned with the requirements of this Performance Standards. The security management plan will define the policy requirements, responsibilities, actions to be implemented with respect to management private security contractors, engagement  with public forces, and appropriate conduct toward project stakeholders, users and affected community, including gender considerations.

Engagement practices for the implementation of the project have been conducted in compliance with the Colombian regulations and IDU’s guidelines for social management (https://www.idu.gov.co/documents/20181/1874041/Guia+de+Gestion+Social.pdf). The Office of Citizen Services (Oficina de Atención al Ciudadano) of IDU coordinates stakeholder engagement throughout the implementation of the project, from the disclosure of the project concept through design and construction. At the project level, TransMiCable has a social team within its structure which includes full time community liaison officers and a coordinator directly hired by the contractor responsible for construction activities. In addition, there is a dedicated social officer appointed by the Interventoría to ensure that legally-mandated engagement processes are carried out properly.

Stakeholder Mapping/Analysis and Stakeholder Engagement Plan: A stakeholder mapping was conducted in 2014 to identify individuals and groups with an interest in the project and/or who would be directly affected by the project in Ciudad Bolivar. A survey was conducted within the project area of influence to identify affected communities’ perceptions, concerns and expectations related to the project. The majority of the people that were consulted had the perception that they will benefit from the project with improved mobility and quality of life, and indicated that they would like to be engaged during the project construction in order to be informed about their rights and responsibilities, the project construction and operation activities, and project related opportunities. Engagement activities, such as meetings, workshops, community dialogues, public announcements, among others, were planned by IDU and implemented together with the contractors. During project implementation, IDU held approximately 30 public meetings comprising close 1100 participants with local authorities, residents of Ciudad Bolivar, and other interested parties along the aerial cable route. 

Under ESAP action item #11, Bogota Distrito Capital will ensure that TRANSMILENIO S.A. will (i) review its stakeholder engagement manual to ensure full alignment with PS-1 requirements, (ii) formalize a Stakeholder Engagement Plan (SEP) for the operational phase of TransMiCable in line with PS-1. 

Information Disclosure and Ongoing Reporting to Affected Communities: IDU carried out several meetings and workshops with affected communities to provide information on the purpose and nature of the project, duration and schedule of the construction activities, potential impacts of the project on such communities in Ciudad Bolívar, relevant mitigation measures, planned engagement activities, communication channels, and grievance mechanisms available for the affected communities. The project implemented an assistance office (Punto de Reunión Encuentro y Atención– Punto Crea) in the project area to assist the affected communities with relevant information about the project and to register grievances and concerns. In addition, 17 billboards have been installed in Ciudad Bolivar to provide updated information about the construction activities, such as construction timeline, employment opportunities, safety measures implemented to protect the affected communities, and grievance mechanisms available. IDU publishes information related to the project in its website (https://www.idu.gov.co/transmicable/index.html). 

External Communications and Grievance Mechanisms: During the construction phase of the project grievances can be registered at the assistance office (Punto Crea), directly with community liaison officers during their daily visits to the construction area, and at IDU and TRANSMILENIO S.A. headquarters. Grievances are registered and addressed by the social team of the contractors and reported to IDU and TRANSMILENIO S.A. on monthly reports prepared by contractors and Interventoría. TRANSMILENIO S.A. has a well-defined procedure and an information management system for receiving, tracking, and resolving external requests, complaints, and suggestions. Grievances can be registered through multiple channels including headquarters in Bogotá, directly with staff, via a toll-free telephone number, or the company’s website (http://www.transmilenio.gov.co/Publicaciones/la_entidad/transparencia_y_acceso_a_la_informacion_publica _transmilenio/10_instrumentos_de_gestion_de_informacion_publica/peticiones_quejas_reclamos_y_sugerenci as). TRANSMILENIO S.A. establishes timeframes for grievances and complaints to be addressed and reported back to complainants. Monthly reports indicating the nature and scope of grievances, and timeframe for response are available at TRANSMILENIO S.A.’s website. As part of its Stakeholder Engagement Plan, TRANSMILENIO S.A.’s Grievance Mechanism will be implemented during the operational phase of TransMiCable , to ensure grievances and concerns are registered and addressed consistent with PS1 (ESAP #11). 

  Contact Person: Yaneth Rocio Mantilla Barón

Company Name: Instituto de Desarrollo Urbano

Address: Calle 22 # 6-27

Email: yaneth.mantilla@idu.gov.co

Phone: +57 1 3386660

Facsimile: +57 1 4443037

The full set of environmental and social studies and plans are available for public review at the Institute of Urban Development (IDU) Office in Bogota, provided they are available in the Documentation Center of IDU or that comply with the provisions of Law 1712 of 2014 "Exceptions to access to information”.