dispute resolvers regarding significant failures in basic service delivery; and independent media can publicize notable grievances and complaints, thus amplifying the ―fire alarms‖ and generating pressure to address them wholesale.

Booklets, flyers, websites, and advertisements in radio and television are means by which line agencies can share information about how redress procedures work. The Department of Work and Pensions in the UK has a booklet entitled ―If you think our decision is wrong‖ that explains in detail how to appeal a decision and what happens during the appeals process. The booklet also contains a list of other sources of information, all the relevant deadlines, and a copy of the appeal form that can be filled out and submitted.<sup>80</sup> The booklet and the website are written in clear and colloquial language, which ensures that the process is accessible to the general public. The DWP has also numerous reports assessing the effectiveness of its programs.<sup>81</sup> India‘s ESIS website lists the address and contact information of the Public Grievance/Complaint Officer. There is also an online form that could be filled out to submit complaints or grievances directly.<sup>82</sup> However, on the Indian ESIS complaints website, there is no further information on either the procedure or the standards that would be used to judge grievances or complaints. There is also no information on previous complaints that had been filed or how they had been settled.

Independent media investigative journalists can amplify claims for redress. Although news media are also ―agenda setters‖ and ―gate keepers,‖ it is their function as ―watch dogs‖ that is most important in aggregating and amplifying demand for redress.<sup>83</sup> Although news outlets sometimes focus on scandalous or titillating events, rather than day-to-day disrespect and unfairness, if the denials are egregious or frequent, a news outlet might run a story on them. This can then lead to a response on the part of officials who staff a redress process. And if redress is provided and subsequently publicized, the process may raise the hopes of other citizens, who might be more inclined to demand redress for themselves in the future.

At the same time, tropes in the news media tend to follow patterns available in the popular imagination. For example, when designing social policy, Brazilian policy designers typically anticipate efforts by unqualified individuals to fraudulently attain benefits, but are less likely to anticipate the bureaucratic processes that will lead to the denial of benefits to qualified individuals and families. Both the law establishing and the regulation implementing the Bolsa Família program included detailed sections on procedures to identify and penalties to punish fraud, but do not describe standard redress procedures to give unjustly excluded individuals and

> 80 - DWP, February 2009, ―If you think our decision is wrong,‖ available at: http://www.dwp.gov.uk/contact <u>us/complaints-and-appeals/#ac</u>

> 81 - Their database of recent reports (1990-2010) can be searched at http://research.dwp.gov.uk/asd/asd5/rrs <u>index.asp</u>

> 82 <u>http://esicvadodara.org/index_com.html</u>

> 83 Pippa Norris and Sina Odugbemi, The ideal roles of the news media in the public sphere, Harvard-World Bank Workshop, May 29-31, 2008. The paper is available at: <u>http://www.hks.harvard.edu/fs/pnorris/Conference/Conference%20papers/Norris_Odugbemi%20The%20roles%20o f%20the%20news%20media.pdf</u>

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