When Citizens Complain

This book sets out an agenda for reform of the institutions and practices through which citizens seek to achieve justice against public bureaucracies. The age of privatization has not removed from government the responsibility to ensure that social regulation, social welfare and provision of essential services are performed and/or provided in an equitable, efficient and responsive manner. The government has acknowledged this responsibility in promoting and emphasizing the central position of the Citizen's Charter. The authors argue that there are certain duties which the state cannot evade and one of the most important of these is the provision of justice systems which allow citizens' voices to be heard and effectively responded to when the actions of governors or regulators adversely affect their interests. Efficiency and effectiveness have become by-words in the provision of services to the public; but how do these goals relate to justice and fairness?
The authors examine overseas examples to see what useful lessons may be learned in the oversight and delivery of a just administrative system and how various methods for raising and resolving complaints may be enhanced and more effectively coordinated.