Redressing Grievances and Complaints Regarding Basic Service Delivery

Gauri, Varun

关键词: ABUSES;    ACCOUNTABILITY;    ADJUDICATION;    ADJUDICATOR;    ADMINISTRATIVE AGENCIES;   

DOI  :  10.1596/1813-9450-5699
RP-ID  :  WPS5699

学科分类：社会科学、人文和艺术（综合）

来源: World Bank Open Knowledge Repository

【 摘 要 】

Redress procedures are important forbasic fairness. In addition, they can help addressprincipal-agent problems in the implementation of socialpolicies and provide information to policy makers regardingpolicy design. To function effectively, a system of redressrequires a well-designed and inter-linked supply of redressprocedures as well as, especially if rights consciousness isnot well-developed in a society, a set of organizations thatstimulate and aggregate demand for redress. On the supplyside, this paper identifies three kinds of redressprocedures: administrative venues within governmentagencies, independent institutions outside governmentdepartments, and courts. On the demand side, the keyinstitutions are nongovernmental organizations/civil societyorganizations and the news media, both of which require areceptive political and economic climate to functioneffectively. Overall, procedures for redressing grievancesand complaints regarding basic service delivery areunder-developed in many countries, and deserve furtheranalysis, piloting, and support.