Editor’s note: This piece first appeared on the World Bank’s Governance for Development blog and has been cross-posted with permission from the author.
By Margaux Hall
This summer, I made a project visit to a government clinic in northern Sierra Leone. It is a clinic pretty much in name only, being constructed as 1-bedroom living quarters for a teacher and subsequently converted into a health facility. The nurse took me on a tour, pointing out the problems: a broken scale to weigh infants, no waiting room for early stages of labor, animals grazing and leaving waste by the clinic entrance, missing IV materials and drugs, to name just a few. She then turned to me, visibly frustrated, and asked what I would recommend. I asked her if she had tried complaining. “You want me to report my boss to human rights?!” she responded, incredulously. Her assistants at the clinic broke out in laughter. How could she possibly complain up the chain of command?
When I first started working on accountability projects in Sierra Leone in 2011, I jokingly told colleagues that my goal was to contribute to a culture of complaining in the country. My words were in jest, but the spirit behind them was not. Witnessing a range of systemic breakdowns in health delivery, at all levels, I sensed a deep need for citizens and service providers to formulate and direct their grievances. I started to view grievances as a type of public good—a service provided for the benefit and well-being of all members of a community.
“You want me to report my boss to human rights?!” she responded, incredulously. Her assistants at the clinic broke out in laughter. How could she possibly complain up the chain of command?
There are a range of reasons for this. A single grievance can, if acted upon, lead to dramatic change—IV supplies may save the life of a woman in labor. Grievances also show the government that citizens expect it to deliver services. This has not always been the case in Sierra Leone where citizen-state relations have suffered historic breakdowns, and where NGOs have often filled gaps. And when aggregated, grievances can help government set priorities and revise and improve policy.
As the Justice for the Poor program has worked with the government to design and implement interventions to improve accountability for health services, we have charted our progress, in part, by measuring the number of complaints filed, as well as the ways in which they are resolved (or not). I have seen firsthand the barriers to people complaining. Entitlements aren’t clear so people don’t even know what they can rightfully complain about. Individuals like the nurse fear that government won’t respond or, even worse, will retaliate by denying promotions or transfers to more accessible urban locations. And certain grievances are too complex for individuals or communities to tackle on their own—they need agents to represent their interests.
If grievances are a public good, then what might be some ways to remove these obstacles?
As we’ve tested these theories in Sierra Leone, we have seen evidence of other, relational ways in which grievances can serve as a public good. Community members have reported that they are happier with the quality of services after complaining. Nurses and community members have forged stronger bonds and have starting working together, even when their complaints have been initially directed at one another.
I discussed this possibility with the nurse—how her complaint might actually be a good for the community. We triaged her concerns and brainstormed ways in which she could work with the community to resolve issues like animals grazing near the clinic, as well as ways in which she might safely complain up the chain of command and engage others to act as her agent in so doing. She seemed cynical, but less so—the laughter, for one, had ceased. She committed to taking a first step as a complainant: she noted there was a powerful town chief dedicated to development; she would visit him the next day and voice her concerns.
Margaux J. Hall is the 2012-2014 Center for Reproductive Rights-Columbia Law School Fellow. Her work focuses on justice reform and governance, particularly in the delivery of essential services. Margaux has conducted development and governance research in South Africa as a Fulbright Fellow and in East Africa as a Harvard University Frederick Sheldon Fellow. Margaux also worked at a private law firm, where her practice focused on litigation and government and internal investigations. Margaux’s recent publications include Avoiding Adaptation Apartheid: Climate Change Adaptation and Human Rights Law, forthcoming in the Yale Journal of International Law, and Answering the Millennium Call for the Right to Maternal Health in the Yale Human Rights & Development Law Journal. Margaux graduated from Stanford University, with honors and distinction, and Harvard Law School, cum laude.
Last updated January 30, 2013.
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Last updated: July 25, 2022
Welcome to the namati.org website (the “Site”) and the Legal Empowerment Network Forum (the “Forum”) operated by Namati, Inc., a Delaware corporation (“Namati”, “we”, “us” or “our”). We share your concern about the protection of your personal information online.
This Policy describes our privacy practices and sets out your obligations and ours with respect to your use of the Site and the Forum. This Policy applies only to the Site and the Forum and does not necessarily apply to our offline collection of information.
Namati may collect and retain two types of information about Site and Forum visitors: (i) personal information that individual visitors voluntarily provide when interacting on the Site or Forum or on certain other occasions (such as via forms or in emails); and (ii) tracking data, which is data that is automatically collected from every Site and Forum visitor as they use and browse the site.
We may, from time to time, store and archive the information you submit to or through the Site and Forum. The information that we gather may include your name, title, and address, telephone number, email address, credit card number or other elements of personal information. In addition, if you contact us, we may keep a record of your correspondence, including any information contained therein.
You may decline to provide any personal information, but please realize that you thereby may be unable to register or to participate in activities or services offered on the Site and/or Forum.
In addition to the information you submit to or through the Site and Forum, we also may collect and store data from and about you gathered in the course of your use of the Site and Forum. We call this “tracking data.”
Such tracking data may include, but is not limited to, information regarding the number and frequency of visits to the Site and Forum, the websites that you access before and after you visit the Site and Forum, the software and operating system used to access the Site and Forum, and your IP address and Internet service provider.
Our use of your Information involves various forms of communication with you, including:
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Used widely by Microsoft as a unique user ID. The cookie enables user tracking by synchronizing the ID across many Microsoft domains.
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Personal information you submit via your member account, other than information provided or content posted by you to public areas of the Site as described below, is deleted from Namati’s records following the deletion of your account. However, such information may continue to be retained by third-party service providers to which it has been disclosed for one of the reasons listed above. Any financial records will be kept in accordance with Namati’s data retention policy.
Your Information is stored on Digital Ocean servers in New York, USA, and WPengine servers located in Texas, USA. When you provide personal information to us, we request your consent to transfer that personal information to the USA. The USA does not have an adequacy decision from the European Commission, which means that the Commission has not determined that the laws of the USA provide adequate protection for personal information. Although the laws of the USA do not provide legal protection that is equivalent to the EU GDPR, we safeguard your personal information by treating it in accordance with this Policy. We take appropriate steps to protect your privacy and implement reasonable security measures to protect your personal information in storage. We use secure transmission methods to collect personal data through our website. We also enter into contracts with our data processors that require them to treat personal information in a manner that is consistent with this Policy.
We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorized way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.
We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
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The Forum uses data about your posts and other activity to make automated decisions about whether your posts are spam.
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From time to time, we may email users of the Site information regarding important developments affecting Namati. We may also email users on occasion regarding the Site. Such emails may be sent to users of the Site if they have given their consent previously or if they have requested information from us or acquired goods or services from us in the past and have not opted out of receiving marketing communications. You can ask us to stop sending you marketing messages at any time by (i) logging into the website and checking or unchecking relevant boxes to adjust your marketing preferences; or (ii) by following the opt-out links on any marketing message sent to you; or (iii) by contacting us at any time. You may choose to unsubscribe from future emails by using the unsubscribe link included in all mass email correspondence from Namati.
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Namati is concerned about the privacy protection of children who access the Internet and this website is not intended for children and we do not knowingly collect data relating to children. Accordingly, the Site and Forum are not intended for use by anyone under the age of 16, and we do not knowingly collect information from anyone under 16 years of age without the consent of a parent or guardian.
We reserve the right to disclose any information to comply with any law, regulation, decree, judgment, order, subpoena or any other governmental order (“Order”) without any obligation to contest or verify the accuracy of such Order.
This Policy will be governed by and construed in accordance with the laws of the State of New York, without regard to any principles of conflicts of law. You agree that any action at law or in equity that arises out of or relates to any use of the Site may be filed:
The section titles in this Policy are for convenience only and have no legal or contractual effect. The Site, the Learning Site, the Forum, and any third-party services they use, may be subject to additional terms and conditions regarding privacy and use of information. Your use of the Site and the Forum is subject to those terms and conditions, which are incorporated into this Policy by reference. In the event of an inconsistency between this Policy and any additional posted conditions, the provisions of the additional conditions shall control.
We may need to change the Policy from time to time in order to address new issues and to reflect changes on the Site or in the law. We reserve the right to revise or make any changes to the Policy, and your continued use of the Site subsequent to any changes to this Policy will mean that you agree to and accept such changes. You can tell if the Policy has been updated by checking the last revised date posted on the top of this page. Historic versions can be obtained by contacting us at email@example.com.
You can also access, remove, update or correct your information, and raise any questions or concerns regarding the Site or the Policy, by emailing firstname.lastname@example.org, or mailing:
Namati Data Protection Officer
1616 P Street NW, Suite 101
Washington, DC 20036, USA
It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.
You have the right to:
Request access to your personal data (commonly known as a “data subject access request”). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it has an impact on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios:
Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.
Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.
You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we could refuse to comply with your request in these circumstances.
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.
We try to respond to all legitimate requests within one month. Occasionally it could take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
If you live in an EEA Member State, all of which have adopted the EU GDPR and national , you have a right to lodge a complaint with your relevant supervisory authority about this policy and its application. The European Commission has a list of EU national data protection authorities here:
If you live in the United Kingdom, you have a right to lodge a complaint with your relevant supervisory authority, the ICO, about this policy and its application:
The Policy was updated in July 2022 to comply with the General Data Protection Regulations.