Publication: Redressing Grievances and Complaints Regarding Basic Service Delivery
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Published
2011-06-01
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Date
2012-03-19
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Abstract
Redress procedures are important for basic fairness. In addition, they can help address principal-agent problems in the implementation of social policies and provide information to policy makers regarding policy design. To function effectively, a system of redress requires a well-designed and inter-linked supply of redress procedures as well as, especially if rights consciousness is not well-developed in a society, a set of organizations that stimulate and aggregate demand for redress. On the supply side, this paper identifies three kinds of redress procedures: administrative venues within government agencies, independent institutions outside government departments, and courts. On the demand side, the key institutions are nongovernmental organizations/civil society organizations and the news media, both of which require a receptive political and economic climate to function effectively. Overall, procedures for redressing grievances and complaints regarding basic service delivery are under-developed in many countries, and deserve further analysis, piloting, and support.
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“Gauri, Varun. 2011. Redressing Grievances and Complaints Regarding Basic Service Delivery. Policy Research working paper ; no. WPS 5699. © World Bank. http://hdl.handle.net/10986/3463 License: CC BY 3.0 IGO.”
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