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Redressing Grievances and Complaints Regarding Basic Service Delivery

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  • Gauri, Varun

Abstract

Redress procedures are important for basic fairness. In addition, they can help address accountability 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 non-governmental 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.

Suggested Citation

  • Gauri, Varun, 2013. "Redressing Grievances and Complaints Regarding Basic Service Delivery," World Development, Elsevier, vol. 41(C), pages 109-119.
    • Handle: RePEc:eee:wdevel:v:41:y:2013:i:c:p:109-119
    DOI: 10.1016/j.worlddev.2012.05.027
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    Cited by:

    1. Joshi, Anuradha, 2017. "Legal Empowerment and Social Accountability: Complementary Strategies Toward Rights-based Development in Health?," World Development, Elsevier, vol. 99(C), pages 160-172.
    2. Batley, Richard & Mcloughlin, Claire, 2015. "The Politics of Public Services: A Service Characteristics Approach," World Development, Elsevier, vol. 74(C), pages 275-285.
    3. Fox, Jonathan A., 2015. "Social Accountability: What Does the Evidence Really Say?," World Development, Elsevier, vol. 72(C), pages 346-361.
    4. Rumana Huque & Zunayed Al Azdi & Bassey Ebenso & Shammi Nasreen & Ayesha Afroz Chowdhury & Helen Elsey & Tolib Mirzoev, 2021. "Patient Feedback Systems at the Primary Level of Health Care Centres in Bangladesh: A Mixed Methods Study," SAGE Open, , vol. 11(2), pages 21582440211, May.

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