Civil Complaints as a Democratic Feedback Form

Bessonova O.E.

Dr. Sci. (Econ.), Leading Researcher, Institute of Economics and Industrial Engineering, Siberian Branch RAS, Novosibirsk, Russia

DOI: 10.31857/S013216250003748-5
ID of the Article: 7501

This article was assisted by a IEIE grant No. АААА-А17-117022250126-1.

For citation:

Bessonova O.E. Civil Complaints as a Democratic Feedback Form. Sotsiologicheskie issledovaniya [Sociological Studies]. 2019. No 1. P. 63-74


The article raises the question of the civil complaints phenomenon as a democratic feedback mechanism. Their use in management, in the public sector in the provision of public services by organizations of different forms of ownership and in successful market strategies in a competitive environment of Western societies is demonstrated. The Russian socio-economic system has traditionally used a non-market feedback signal in the form of complaints institution for the coordinating handoverdistribution flows within the framework of public and private property. From cycle to cycle the order of their passage was rationalized, which led to emergence of a hierarchical complaint, and then the channel of its passage was built into the control system. The logic of the development of complaints from petitions and hierarchical complaints is necessary for understanding current stage in the evolution of administrative complaints into the civil form of an equal dialogue with the authorities, through which emerging problems are more quickly eliminated and the procedure for open access to the national resouses in Russia is being formed.

civil complaint; institution of complaint; open access order; democratic feedback mechanism


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