Also known as “Feedback and Complaints mechanisms ”, they “refer to the formal institutions and channels that capture beneficiary complaints or grievances related to targeting, service delivery, or other program functions, and provide redress. Grievance redress is an important element of managing a targeted program, particularly when cash is involved. Grievance redress mechanisms can be important for mitigating inclusion and exclusion errors and for monitoring corruption.”
Bassett, L., Giannozzi, S., Pop, L., & Ringold, D. (2012). ‘Rules, roles, and controls: governance in social protection with an application to social assistance’. World Bank Discussion Paper, No. 1206 (accessed 16 June 2015).