Redressing Grievances and Complaints Regarding Basic Service Delivery

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 s...

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Main Author:	Gauri, Varun
Format:	Policy Research Working Paper
Language:	English
Published:	2012
Subjects:	ABUSES ACCOUNTABILITY ADJUDICATION ADJUDICATOR ADMINISTRATIVE AGENCIES ADMINISTRATIVE LAW ADMINISTRATIVE PROCEDURES ADMINISTRATIVE REVIEW ALTERNATIVE DISPUTE RESOLUTION ASSAULT AUDITORS BASIC SERVICE BASIC SERVICES CHARTER OF RIGHTS CHILD SUPPORT CITIZEN CITIZEN SCORECARDS CITIZENS CIVIL LAW CIVIL LAW TRADITIONS CIVIL LIBERTIES CIVIL SOCIETY CIVIL SOCIETY ORGANIZATIONS CLINICS COMMON LAW COMPLAINT COMPLAINT MANAGEMENT SYSTEM COMPLAINTS CONFIDENCE CONSULTATION CONSULTING SERVICES CORPORAL PUNISHMENT CORRUPTION DECISION MAKING DEMOCRACY DISCRETION ECONOMIC RIGHTS ELECTORAL SYSTEMS EXECUTIVE COUNCIL FAMILIES FINANCIAL INFORMATION FORMAL NOTIFICATION FRAUD GOVERNANCE DIMENSION GOVERNANCE PROCESSES GOVERNMENT ACTION GOVERNMENT AGENCIES GOVERNMENT DEPARTMENT GOVERNMENT DEPARTMENTS GOVERNMENT POLICY GOVERNMENTAL ORGANIZATIONS HEALTH CARE HEALTH POLICY HOSPITALS HUMAN DEVELOPMENT HUMAN RIGHTS HUMAN RIGHTS LAW INCOME INFORMATION CAMPAIGNS INITIATIVE INSTITUTIONAL ARRANGEMENTS INSTITUTIONAL ENVIRONMENT INSTITUTIONALIZATION INSULATION INSURANCE SCHEMES INTERVENTION INVESTIGATIONS INVESTIGATIVE JOURNALISTS JUDICIAL REVIEW JUDICIARY JURISDICTIONS JUSTICE LAWS LAWYERS LEGAL ASSISTANCE LEGAL DEVICES LEGAL SERVICES LEGAL SYSTEM LEGISLATION MALFEASANCE MEDIA MINISTER NATIONAL LAWS NEWS MEDIA OPERATIONAL GUIDELINES PATIENT PATIENTS PENALTIES PERFORMANCE STANDARDS POLICE POLITICAL CONDITIONS POLITICAL ECONOMY POLITICIANS PRIORITIES PROVINCIAL AUTHORITIES PROVINCIAL GOVERNMENT PUBLIC COMPLAINTS PUBLIC HEARINGS PUBLIC OFFICIALS PUBLIC SECTOR REGULATION IMPLEMENTING REGULATOR REMEDIES RULE OF LAW SANCTION SERVICE DELIVERY SOCIAL JUSTICE SOCIAL POLICIES SOCIAL POLICY SOCIAL PROGRAMS SOCIAL SECURITY SOCIAL SERVICES STATUTORY AUTHORITY TELEVISION TRANSPARENCY TRIAL WORKERS
Online Access:	http://www-wds.worldbank.org/external/default/main?menuPK=64187510&pagePK=64193027&piPK=64187937&theSitePK=523679&menuPK=64187510&searchMenuPK=64187283&siteName=WDS&entityID=000158349_20110622085504 http://hdl.handle.net/10986/3463

id	okr-10986-3463
recordtype	oai_dc
spelling	okr-10986-34632021-04-23T14:02:10Z Redressing Grievances and Complaints Regarding Basic Service Delivery Gauri, Varun ABUSES ACCOUNTABILITY ADJUDICATION ADJUDICATOR ADMINISTRATIVE AGENCIES ADMINISTRATIVE LAW ADMINISTRATIVE PROCEDURES ADMINISTRATIVE REVIEW ALTERNATIVE DISPUTE RESOLUTION ASSAULT AUDITORS BASIC SERVICE BASIC SERVICES CHARTER OF RIGHTS CHILD SUPPORT CITIZEN CITIZEN SCORECARDS CITIZENS CIVIL LAW CIVIL LAW TRADITIONS CIVIL LIBERTIES CIVIL SOCIETY CIVIL SOCIETY ORGANIZATIONS CLINICS COMMON LAW COMPLAINT COMPLAINT MANAGEMENT SYSTEM COMPLAINTS CONFIDENCE CONSULTATION CONSULTING SERVICES CORPORAL PUNISHMENT CORRUPTION DECISION MAKING DEMOCRACY DISCRETION ECONOMIC RIGHTS ELECTORAL SYSTEMS EXECUTIVE COUNCIL FAMILIES FINANCIAL INFORMATION FORMAL NOTIFICATION FRAUD GOVERNANCE DIMENSION GOVERNANCE PROCESSES GOVERNMENT ACTION GOVERNMENT AGENCIES GOVERNMENT DEPARTMENT GOVERNMENT DEPARTMENTS GOVERNMENT POLICY GOVERNMENTAL ORGANIZATIONS HEALTH CARE HEALTH POLICY HOSPITALS HUMAN DEVELOPMENT HUMAN RIGHTS HUMAN RIGHTS LAW INCOME INFORMATION CAMPAIGNS INITIATIVE INSTITUTIONAL ARRANGEMENTS INSTITUTIONAL ENVIRONMENT INSTITUTIONALIZATION INSULATION INSURANCE SCHEMES INTERVENTION INVESTIGATIONS INVESTIGATIVE JOURNALISTS JUDICIAL REVIEW JUDICIARY JURISDICTIONS JUSTICE LAWS LAWYERS LEGAL ASSISTANCE LEGAL DEVICES LEGAL SERVICES LEGAL SYSTEM LEGISLATION MALFEASANCE MEDIA MINISTER NATIONAL LAWS NEWS MEDIA OPERATIONAL GUIDELINES PATIENT PATIENTS PENALTIES PERFORMANCE STANDARDS POLICE POLITICAL CONDITIONS POLITICAL ECONOMY POLITICIANS PRIORITIES PROVINCIAL AUTHORITIES PROVINCIAL GOVERNMENT PUBLIC COMPLAINTS PUBLIC HEARINGS PUBLIC OFFICIALS PUBLIC SECTOR REGULATION IMPLEMENTING REGULATOR REMEDIES RULE OF LAW SANCTION SERVICE DELIVERY SOCIAL JUSTICE SOCIAL POLICIES SOCIAL POLICY SOCIAL PROGRAMS SOCIAL SECURITY SOCIAL SERVICES STATUTORY AUTHORITY TELEVISION TRANSPARENCY TRIAL WORKERS 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. 2012-03-19T18:02:55Z 2012-03-19T18:02:55Z 2011-06-01 http://www-wds.worldbank.org/external/default/main?menuPK=64187510&pagePK=64193027&piPK=64187937&theSitePK=523679&menuPK=64187510&searchMenuPK=64187283&siteName=WDS&entityID=000158349_20110622085504 http://hdl.handle.net/10986/3463 English Policy Research working paper ; no. WPS 5699 CC BY 3.0 IGO http://creativecommons.org/licenses/by/3.0/igo/ World Bank Publications & Research :: Policy Research Working Paper The World Region The World Region
repository_type	Digital Repository
institution_category	Foreign Institution
institution	Digital Repositories
building	World Bank Open Knowledge Repository
collection	World Bank
language	English
topic	ABUSES ACCOUNTABILITY ADJUDICATION ADJUDICATOR ADMINISTRATIVE AGENCIES ADMINISTRATIVE LAW ADMINISTRATIVE PROCEDURES ADMINISTRATIVE REVIEW ALTERNATIVE DISPUTE RESOLUTION ASSAULT AUDITORS BASIC SERVICE BASIC SERVICES CHARTER OF RIGHTS CHILD SUPPORT CITIZEN CITIZEN SCORECARDS CITIZENS CIVIL LAW CIVIL LAW TRADITIONS CIVIL LIBERTIES CIVIL SOCIETY CIVIL SOCIETY ORGANIZATIONS CLINICS COMMON LAW COMPLAINT COMPLAINT MANAGEMENT SYSTEM COMPLAINTS CONFIDENCE CONSULTATION CONSULTING SERVICES CORPORAL PUNISHMENT CORRUPTION DECISION MAKING DEMOCRACY DISCRETION ECONOMIC RIGHTS ELECTORAL SYSTEMS EXECUTIVE COUNCIL FAMILIES FINANCIAL INFORMATION FORMAL NOTIFICATION FRAUD GOVERNANCE DIMENSION GOVERNANCE PROCESSES GOVERNMENT ACTION GOVERNMENT AGENCIES GOVERNMENT DEPARTMENT GOVERNMENT DEPARTMENTS GOVERNMENT POLICY GOVERNMENTAL ORGANIZATIONS HEALTH CARE HEALTH POLICY HOSPITALS HUMAN DEVELOPMENT HUMAN RIGHTS HUMAN RIGHTS LAW INCOME INFORMATION CAMPAIGNS INITIATIVE INSTITUTIONAL ARRANGEMENTS INSTITUTIONAL ENVIRONMENT INSTITUTIONALIZATION INSULATION INSURANCE SCHEMES INTERVENTION INVESTIGATIONS INVESTIGATIVE JOURNALISTS JUDICIAL REVIEW JUDICIARY JURISDICTIONS JUSTICE LAWS LAWYERS LEGAL ASSISTANCE LEGAL DEVICES LEGAL SERVICES LEGAL SYSTEM LEGISLATION MALFEASANCE MEDIA MINISTER NATIONAL LAWS NEWS MEDIA OPERATIONAL GUIDELINES PATIENT PATIENTS PENALTIES PERFORMANCE STANDARDS POLICE POLITICAL CONDITIONS POLITICAL ECONOMY POLITICIANS PRIORITIES PROVINCIAL AUTHORITIES PROVINCIAL GOVERNMENT PUBLIC COMPLAINTS PUBLIC HEARINGS PUBLIC OFFICIALS PUBLIC SECTOR REGULATION IMPLEMENTING REGULATOR REMEDIES RULE OF LAW SANCTION SERVICE DELIVERY SOCIAL JUSTICE SOCIAL POLICIES SOCIAL POLICY SOCIAL PROGRAMS SOCIAL SECURITY SOCIAL SERVICES STATUTORY AUTHORITY TELEVISION TRANSPARENCY TRIAL WORKERS
spellingShingle	ABUSES ACCOUNTABILITY ADJUDICATION ADJUDICATOR ADMINISTRATIVE AGENCIES ADMINISTRATIVE LAW ADMINISTRATIVE PROCEDURES ADMINISTRATIVE REVIEW ALTERNATIVE DISPUTE RESOLUTION ASSAULT AUDITORS BASIC SERVICE BASIC SERVICES CHARTER OF RIGHTS CHILD SUPPORT CITIZEN CITIZEN SCORECARDS CITIZENS CIVIL LAW CIVIL LAW TRADITIONS CIVIL LIBERTIES CIVIL SOCIETY CIVIL SOCIETY ORGANIZATIONS CLINICS COMMON LAW COMPLAINT COMPLAINT MANAGEMENT SYSTEM COMPLAINTS CONFIDENCE CONSULTATION CONSULTING SERVICES CORPORAL PUNISHMENT CORRUPTION DECISION MAKING DEMOCRACY DISCRETION ECONOMIC RIGHTS ELECTORAL SYSTEMS EXECUTIVE COUNCIL FAMILIES FINANCIAL INFORMATION FORMAL NOTIFICATION FRAUD GOVERNANCE DIMENSION GOVERNANCE PROCESSES GOVERNMENT ACTION GOVERNMENT AGENCIES GOVERNMENT DEPARTMENT GOVERNMENT DEPARTMENTS GOVERNMENT POLICY GOVERNMENTAL ORGANIZATIONS HEALTH CARE HEALTH POLICY HOSPITALS HUMAN DEVELOPMENT HUMAN RIGHTS HUMAN RIGHTS LAW INCOME INFORMATION CAMPAIGNS INITIATIVE INSTITUTIONAL ARRANGEMENTS INSTITUTIONAL ENVIRONMENT INSTITUTIONALIZATION INSULATION INSURANCE SCHEMES INTERVENTION INVESTIGATIONS INVESTIGATIVE JOURNALISTS JUDICIAL REVIEW JUDICIARY JURISDICTIONS JUSTICE LAWS LAWYERS LEGAL ASSISTANCE LEGAL DEVICES LEGAL SERVICES LEGAL SYSTEM LEGISLATION MALFEASANCE MEDIA MINISTER NATIONAL LAWS NEWS MEDIA OPERATIONAL GUIDELINES PATIENT PATIENTS PENALTIES PERFORMANCE STANDARDS POLICE POLITICAL CONDITIONS POLITICAL ECONOMY POLITICIANS PRIORITIES PROVINCIAL AUTHORITIES PROVINCIAL GOVERNMENT PUBLIC COMPLAINTS PUBLIC HEARINGS PUBLIC OFFICIALS PUBLIC SECTOR REGULATION IMPLEMENTING REGULATOR REMEDIES RULE OF LAW SANCTION SERVICE DELIVERY SOCIAL JUSTICE SOCIAL POLICIES SOCIAL POLICY SOCIAL PROGRAMS SOCIAL SECURITY SOCIAL SERVICES STATUTORY AUTHORITY TELEVISION TRANSPARENCY TRIAL WORKERS Gauri, Varun Redressing Grievances and Complaints Regarding Basic Service Delivery
geographic_facet	The World Region The World Region
relation	Policy Research working paper ; no. WPS 5699
description	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.
format	Publications & Research :: Policy Research Working Paper
author	Gauri, Varun
author_facet	Gauri, Varun
author_sort	Gauri, Varun
title	Redressing Grievances and Complaints Regarding Basic Service Delivery
title_short	Redressing Grievances and Complaints Regarding Basic Service Delivery
title_full	Redressing Grievances and Complaints Regarding Basic Service Delivery
title_fullStr	Redressing Grievances and Complaints Regarding Basic Service Delivery
title_full_unstemmed	Redressing Grievances and Complaints Regarding Basic Service Delivery
title_sort	redressing grievances and complaints regarding basic service delivery
publishDate	2012
url	http://www-wds.worldbank.org/external/default/main?menuPK=64187510&pagePK=64193027&piPK=64187937&theSitePK=523679&menuPK=64187510&searchMenuPK=64187283&siteName=WDS&entityID=000158349_20110622085504 http://hdl.handle.net/10986/3463
_version_	1764387039649726464

Redressing Grievances and Complaints Regarding Basic Service Delivery

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