Civil Complaints as a Democratic Feedback Form

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

ID of the Article:

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


Anisimov E.V. (1997) State Transformations and Autocracy of Peter the Great. St. Petersburg: Dmitriy Bulanin. (In Russ.)

Babincev V.P., Shapoval Zh.A. (2018) Public Communications of Power and Society in the Region: Problems and Opportunities for Constructive Change. Vlast’ [Power]. No. 4: 7–15. DOI: 10.31171/ vlast.v26i4.5756. (In Russ.)

Barlou J., Moller C. (2006) A Complaint is a Gift. Мoscow: Olimp-Business. (In Russ.)

Bessonova O.E., Kirdina S.G., O'Sallivan R. (1996) Market Experiment in the Russian Distribution Economy: Demonstration Projects in the Housing Sector. Novosibirsk: NGU. (In Russ.)

Bessonova O.Е. (2015) Genesis of the Russian Matrix in the Context of General Institutional Processes. Sotsiologicheskie issledovaniya [Sociological studies]. No.10: 64–73. (In Russ.)

Bessonova O.Е. (2018) Institutional Matrix of the Social State and Democracy. Ekonomicheskaya sociologiya [Journal of Economic Sociology]. Vol. 19. No. 3: 50–67. (In Russ.)

Bogdanova E.A. (2014) Researching Complaints: Traditions and Perspectives. Laboratorium. Vol. 6. No. 3: 8–12. URL: (accessed 20.05.2018). (In Russ.)

Borodin S.S. (2012) Administrative Law. St. Petersburg: Yurist. (In Russ.)

Ditjatin I.I. (1895) The Role of Petitions and Zemsky Councils in the Management of the Moscow State. Articles on the History of Russian Law. St. Petersburg: Russkaya mysl. (In Russ.)

Hirschman A. (2009) Exit, Voice, and Loyalty Responses to Decline in Firms, Organizations, and State. Мoscow: Novoe izdatel'stvo. (In Russ.)

Kljuchevskij V.O. (1984) Course of Russian History. In: Works: in 9 vols. Vol. 3. Moscow: Mysl'. (In Russ.)

Kornai Ja. (1990) Economics of Shortage. Moscow: Nauka. (In Russ.)

Kotoshikhin G. (1884) On Russia during the Reign of Alexey Mikhailovich. St. Petersburg: Izd. Arheograficheskoy Komissii. (In Russ.)

Le Grand J. (2011) The Other Invisible Hand: Delivering Public Services through Choice and Competition. Мoscow: In-t Gaidara. (In Russ.)

Muravyeva M. (2014) The Culture of Complaint: Approaches to Complaining in Russian An Overview. Laboratorium. Vol. 6. No. 3: 93–104. URL: view/471 (accessed 20.05.2018).

Nerar F. (2011) Five Percent of the Truth. Exposure and Denunciation in the Stalinist USSR (1928–1941). Moscow: ROSSPEN. (In Russ.)

On Work with Letters of Working People. (1980) Moscow: Yuridicheskaya literatura. (In Russ.)

Ovsyanko D.M. (1996) Administrative Law. Moscow: Yurist. (In Russ.)

Pavlov-Sil'vanskii N.P. (1988) Feudalism in Russia. Moscow: Nauka. (In Russ.)

Soloviev S.M. (1988) History of Russia Since Ancient Times. In: Works: in 18 vols. Vol. 7. Moscow: Mysl'. (In Russ.)

Tugan-Baranovsky M.I. (1997) Russian Factory in the Past and Present. Historical Development of the Russian Factory in the XIX Century. Moscow: Nauka. (In Russ.)

Vladimirsky-Budanov M.F. (1995) Overview of the History of Russian Law. Rostov-on-Don: Feniks. (In Russ.)

Volodin A.Yu. (2004) Complaints of Workers in the Late XIX – Early XX Century: the Mechanism of the Functioning of Social Information. In: The Role of Information in the Formation and Development of Society in the Historical Past. Мoscow: 240–252. (In Russ.)

Vysotsky D.A. (1988) The Socio-political Views of the Local Nobility and the Internal Development of the Russian State of the 17th Century. Diss. cand. of History Sciences. Leningrad. (In Russ.)

Where Does Russia Go? Social Transformation of the Post-Soviet Space. (1996) Moscow: Aspekt-Press. (In Russ.)

Zagryatskov M.D. (1925) Administrative Justice and the Right of Complaint. In: Theory and Legislation. Мoscow: Pravo i Zhizn. (In Russ.)

Content No 1, 2019