The Office of the Special Project Facilitator (OSPF) is responsible for the problem-solving function of the Accountability Mechanism of the Asian Development Bank (ADB). It aims to actively respond to the concerns of people affected by ADB-assisted projects through fair, transparent, and consensus-based problem-solving. This publication discusses issues and resolutions relating to an integrated road investment project in Sri Lanka. It is one of OSPF's Lessons Learned series of case studies on

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... s complaint management experience—from project preparation, design, and processing to implementation and monitoring. The series aims to support ADB operations departments, government and private sector partners, and other stakeholders by documenting grievance redress management experiences and identifying important lessons and good practices on problem-solving that are useful for future projects.