Redressing Grievances and Complaints Regarding Basic Service Delivery

28 Pages Posted: 20 Apr 2016

See all articles by Varun Gauri

Varun Gauri

World Bank; World Bank - Development Research Group (DECRG)

Date Written: June 1, 2011


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.

Keywords: Public Sector Corruption & Anticorruption Measures, Corruption & Anticorruption Law, Public Sector Regulation, Health Monitoring & Evaluation, Governance Indicators

Suggested Citation

Gauri, Varun, Redressing Grievances and Complaints Regarding Basic Service Delivery (June 1, 2011). World Bank Policy Research Working Paper No. 5699, Available at SSRN:

Varun Gauri (Contact Author)

World Bank ( email )

1818 H Street, N.W.
Washington, DC 20433
United States


World Bank - Development Research Group (DECRG)

1818 H. Street, N.W.
Washington, DC 20433
United States

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