Redressing Grievances and Complaints Regarding Basic Service Delivery

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25 Scopus citations


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.

Original languageEnglish (US)
Pages (from-to)109-119
Number of pages11
JournalWorld Development
Issue number1
StatePublished - Jan 2013
Externally publishedYes

All Science Journal Classification (ASJC) codes

  • Geography, Planning and Development
  • Development
  • Sociology and Political Science
  • Economics and Econometrics


  • Administrative law
  • Basic services
  • Education
  • Governance
  • Health
  • Social protection


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