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Redressing grievances and complaints regarding basic service delivery
 
Author:Gauri, Varun; Collection Title:Policy Research working paper ; no. WPS 5699
Country:World; Date Stored:2011/06/22
Document Date:2011/06/01Document Type:Policy Research Working Paper
SubTopics:Public Sector Corruption & Anticorruption Measures; Governance Indicators; Corruption & Anticorruption Law; Health Monitoring & Evaluation; Public Sector RegulationLanguage:English
Region:The World RegionReport Number:WPS5699
Volume No:1 of 1  

Summary: 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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