Complaint and grievance mechanisms

Complaints mechanisms can increase accountability by providing service users with the opportunity to provide feedback on the quality and quantity of the services they receive, as well as to report potential wrongdoing. Citizens can flag faults or errors in service delivery to authorities or report having paid bribes or being solicited to pay a bribe to receive a service.  

Complaint mechanisms can either be integrated into channels established by governments or service providers or set up as citizen-led initiatives. Where the information garnered is made public and efficiently relayed to relevant authorities, complaint mechanisms can be used to pinpoint corruption hotspots and provide evidence of the scale of the problem in different sectors, districts and programmes. As well as raising awareness in government agencies about integrity risks, these tools can be embedded into feedback loops to improve the quality of service provided.

Author

Iñaki Albisu Ardigó; Marie Chêne

Reviewer:

Matthew Jenkins

Contributing experts:

Umrbek Allakulov (Water Integrity Network)

Shaazka Beyerle (US Institute of Peace)

Simone Bloem (Center for Applied Policy)

Claire Grandadam (Water Integrity Network)

Jacques Hallak (Jules Verne University – Amiens)

Mihaylo Milovanovitch (Centre For Applied Policy)

Muriel Poisson (International Institute for Educational Planning (IIEP-UNESCO)

Juanita Riano (Inter-American Development Bank)

Marc Y. Tassé (Canadian Centre of Excellence for Anti-Corruption)

Vítězslav Titl (University of Siegen)

Davide Torsello (Central European University Business School)

Patty Zakaria (Royal Roads University)

Date

01/09/2017

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