Content №2 от 2020

The Role of Complaints Institution in Contemporary Public Administration

The article substantiates the universal character of complaints as a non-mar­ket feedback signal. The complaints institution is actively used today in social states as legal civic protests. In Russia, the administrative complaints institution served to collect feedback throughout the entire history of the razdatok (“distri­butive ") economy. We show different stages of the evolution of institutional forms of complaints, from petitions to administrative complaints organically embedded in the hierarchical resource distribution system. The article de­monstrates a mechanism for using complaints in decision-making at various management levels and compares Russian and western practices of including civil complaints in the public administration process. In the West, civil com­plaints are used in the public sector when providing services to citizens. We emphasize the transformation of administrative complaints into civil ones, including legal protest action.

Bessonova O. E.

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