Redressing grievances and complaints regarding basic service delivery
AbstractRedress 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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Bibliographic InfoPaper provided by The World Bank in its series Policy Research Working Paper Series with number 5699.
Date of creation: 01 Jun 2011
Date of revision:
Public Sector Corruption&Anticorruption Measures; Corruption&Anticorruption Law; Public Sector Regulation; Health Monitoring&Evaluation; Governance Indicators;
This paper has been announced in the following NEP Reports:
- NEP-ALL-2011-07-02 (All new papers)
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- del Ninno, Carlo & Subbarao, Kalanidhi & Kjellgren, Annika & Quintana, Rodrigo, 2013. "Improving payment mechanisms in cash-based safety net programs," Social Protection Discussion Papers 84081, The World Bank.
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