U4 Helpdesk Answer | Public service deliveryPeople's engagement

Local-level complaint mechanisms in developing countries

By Iñaki Albisu Ardigo
U4 Expert Answer 2014:17

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There are a number of key principles to take into account when designing and implementing a complaint mechanism at the local level, such as transparency, independence, accountability, accessibility, safety and user-friendliness. In particular, ensuring citizens have access to the mechanism, guaranteeing user safety and providing effective redress are essential elements for success.

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