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Redressing grievances and complaints regarding basic service delivery

Author

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  • Gauri, Varun

Abstract

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.

Suggested Citation

  • Gauri, Varun, 2011. "Redressing grievances and complaints regarding basic service delivery," Policy Research Working Paper Series 5699, The World Bank.
    • Handle: RePEc:wbk:wbrwps:5699
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    Citations

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    Cited by:

    1. del Ninno, Carlo & Subbarao, Kalanidhi & Kjellgren, Annika & Quintana, Rodrigo, 2013. "Improving payment mechanisms in cash-based safety net programs," Social Protection Discussion Papers and Notes 84081, The World Bank.
    2. Deval Desai & Michael Woolcock, 2012. "The politics of rule of law systems in developmental states: 'political settlements' as a basis for promoting effective justice institutions for marginalized groups," Global Development Institute Working Paper Series esid-008-12, GDI, The University of Manchester.

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