Redressing Grievances and Complaints Regarding Basic Service Delivery
June 1, 2011
World Bank Policy Research Working Paper No. 5699
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 basicservice delivery are under-developed in many countries, and deserve further analysis, piloting, and support.
Number of Pages in PDF File: 28
Keywords: Public Sector Corruption & Anticorruption Measures, Corruption & Anticorruption Law, Public Sector Regulation, Health Monitoring & Evaluation, Governance Indicatorsworking papers series
Date posted: June 25, 2011
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