ABSTRACT
The structure of the modern complaint mechanism embodies the paternalistic, patriarchal, personalized model of hierarchy. The use of the complaint mechanism implies loyalty; however, there is a difference from the late Soviet complaints. Just like in the Soviet years, in order to increase chances for success, a complainant has to know the informal rules to accelerate the work of the complaint mechanism. The most persistent subjects of complaints to the authorities are actions of officials, housing problems, and social welfare. In such cases, the complaint is a method to solve the issue in circumvention of the bureaucracy with its complicated documents, long lines, and rejections by various agencies. An important continuity with the Soviet past is the crucial role that local and regional executive bodies play in the work with citizens’ complaints. The role of political parties and the government in handling complaints is quite ambiguous now in Russia.
