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1

Universitas Katolik Parahyangan. Fakultas Hukum. Prosedur penyampaian keluhan publik: Laporan akhir. Jakarta, Indonesia: Komisi Hukum Nasional, 2003.

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2

Commission, Ontario Human Rights. Guidelines for internal human rights complaint resolution procedures. [Toronto?]: The Commission, 1991.

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3

Great Britain. Social Services Inspectorate. The inspection of the complaints procedures in local authority social services departments. London: H.M.S.O., 1993.

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4

Council, Connecticut Judicial Review. Information handbook: Procedures for filing complaints against judges, workers' compensation commissioners, family support magistrates. Hartford, CT (505 Hudson St., P.O. Box 260099, Hartford 06126-0099): The Council, 1995.

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5

New Mexico. Attorney General's Office. A compliance guide for New Mexico public officials and citizens: Guide to administrative discipline and professional licensure. Santa Fe, N.M: Office of the Attorney General, State of New Mexico, 2003.

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6

Commission, United States Equal Employment Opportunity. EEOC procedures for conducting hearings on federal sector complaints of discrimination. [Washington, D.C: Equal Employment Opportunity Commission, 1991.

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7

Laemers, Miek. Morren in de marge van de rechtspraak: Klagen over rechters, gerechtsambtenaren en de rechterlijke organisatie. [Deventer]: Kluwer, 2011.

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8

Sánchez, Rigoberto Armando Ramos. El reclamo administrativo. Tegucigalpa: Universidad Nacional Autónoma de Honduras, Editorial Universitaria, 2000.

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9

Complaint Administration System (CAS). [Washington, D.C.?]: U.S. Dept. of Labor, Employment Standards Administration, Office of Federal Contract Compliance Programs, 1986.

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10

Office, General Accounting. Information on EEO discrimination complaints. Washington, D.C: The Office, 1992.

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11

Łaszczyca, Grzegorz. Zażalenie w ogólnym postępowaniu administracyjnym. 2nd ed. Kraków: Zakamycze, 2000.

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12

Vietnam. Những văn bản pháp luật vè̂ giải quyé̂t các khié̂u kiện hành chính. Hà Nội: Chính trị quó̂c gia, 1996.

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13

Ren min chen su shi jian xiang guan wen ti zhi fen xi yu tan tao: Yi si fa yuan xing zheng su song ji cheng jie ting zhi ren min chen su shi jian wei zhong xin. Taibei Shi: Si fa yuan, 2004.

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14

(South), Korea, and Korea (South), eds. Hanʼguk minwŏn haengjŏngnon. Sŏul Tʻŭkpyŏlsi: Taewangsa, 1985.

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15

(Firm), Keys Young. Discrimination complaints-handling: A study. Sydney [N.S.W.]: The Commission, 1997.

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16

Jieheng, Guo, and China (Republic : 1949- )., eds. Su yuan fa shi yi yu shi wu. Taibei Shi: Zhang Ziqiang, Guo Jieheng, 2002.

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17

Gerrits-Janssens, M. P. Behoorlijke klachtbehandeling: Contouren van een gehaarmoniseerd klachtprocesrecht. Zwolle: W.E.J. Tjeenk Willink in samenwerking met het Nederlands Instituut voor Sociaal en Economisch Recht NISER, 1994.

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18

Su yuan fa shi yi yu shi wu. Taibei Shi: Zhang Ziqiang, Guo Jieheng, 2008.

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19

Nguyễn, Như Phát, and Thị Việt Hương Nguyễn. Tài phán hành chính trong bối cảnh xây dựng nhà nước pháp quyền và hội nhập quốc tế ở Việt Nam hiện nay: Sách chuyên khảo. Hà Nội: Nhà xuất bản Khoa học xã hội, 2010.

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20

Mário, Camila Gonçalves De. Ouvidorias públicas em debate: Possibilidades e desafios. Jundiaí, SP: Paco Editorial, 2011.

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21

Nguyễn, Văn Tuấn Dũng. Quy định tiếp công dân-quy trình xử lý đơn-quy trình giải quyết khiếu nại, tố cáo thuộc thẩm quyền xã , phường, thị trấn. Hà Nội: Nhà xuất bản Lao động, 2008.

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22

Royal Canadian Mounted Police External Review Committee. Post-complaint management: The impact of complaint procedures on police discipline. Ottawa, Ont: Royal Canadian Mounted Police External Review Committee, 1990.

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23

1948-, Hua Linshan, ed. Les ruses de la démocratie: Protester en Chine. Paris: Seuil, 2010.

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24

Arizona. Legislature. Joint Study Committee on Regulatory Reform and Enforcement. Final report. [Phoenix, Ariz.]: The Committee, 1997.

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25

Human rights complaint form and guide. Edmonton]: Alberta Human Rights and Citizenship Commission, 2005.

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26

Patrick, Birkinshaw, ed. When citizens complain: Reforming justice and administration. Buckingham: Open University Press, 1993.

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27

Fridberg, Torben. Kommunernes socialpolitik og retsbeskyttelsen: En analyse af amtsankenævnenes praksis i prøvelse af skønsmæssige sager. København: Socialforskningsinstituttet, 1988.

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28

Khrusanov, Doncho. Osporvane na administrativni aktove. Sofii︠a︡: Sibi, 2002.

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29

Obrazt͡sy sudebnykh dokumentov po grazhdanskim, ugolovnym i administrativnym delam: S kommentarii͡ami zakonodatelʹstva i sudebnoĭ praktiki : prakticheskoe posobie. Moskva: Izd-vo NORMA, Izdatelʹskai͡a gruppa NORMA--INFRA·M, 2002.

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30

(Vietnam), Asia Foundation. The mechanism to settle administrative complaints in Vietnam: Challenges and solution. Hanoi]: The Asia Foundation, 2009.

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31

Megrelidze, M. R. Stanovlenie instituta razreshenii︠a︡ administrativno-pravovykh sporov. Moskva: I︠U︡risprudent︠s︡ii︠a︡, 2008.

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32

Jacobs, Wil. Klagers en veelklagers bij de Nationale ombudsman. Arnhem: Gouda Quint, 1994.

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33

Laporan kajian manajemen pengaduan masyarakat dalam pelayanan publik. [Jakarta]: Direktorat Aparatur Negara, Kementerian Perencanaan Pembangunan Nasional/Bappenas, 2010.

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34

South Africa. Public Service Commission. Branch: Monitoring and Evaluation. Evaluation of performance and compliance with the Batho Pele principle of redress. Pretoria: Public Service Commission, 2006.

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35

Aid, Victoria Legal. Right a wrong: Where, when and how to complain in Victoria. 2nd ed. Melbourne: Victoria Legal Aid, 2004.

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36

Alberta Human Rights and Citizenship Commission. The human rights complaint process: A guide for respondents. Edmonton]: Alberta Human Rights and Citizenship Commission, 2005.

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37

I︠U︡, Tikhomirov M., ed. Obrazt︠s︡y iskovykh zai︠a︡vleniĭ. 8th ed. Moskva: Izd. Tikhomirova M.I︠U︡., 2012.

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38

Tikhomirov, M. I︠U︡. Sudebnye iski: Kommentarii i obrazt︠s︡y dokumentov. Moskva: I︠U︡rinformt︠s︡entr, 2003.

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39

Tikhomirov, M. I︠U︡. Sudebnye iski: Kommentarii i obrazt︠s︡y dokumentov. 2nd ed. Moskva: Izd. g-na Tikhomirova M.I︠U︡., 2006.

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40

Tikhomirova, L. V. Obrazt︠s︡y iskovykh zai︠a︡vleniĭ. 2nd ed. Moskva: Izd. g-na Tikhomirova M.I︠U︡., 2006.

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41

Trust, Nuffield, ed. Resolving complaints and promoting openness: Can the Ombudsman help? London: Nuffield Trust, 1998.

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42

Counsel, United States National Labor Relations Board Office of the General. Pleadings manual complaint forms revisions, 1991. [Washington, D.C.?]: Office of the General Counsel, Division of Operations-Management, 1991.

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43

Pavlenko, V. V. V sud--bez advokata: Obrazt︠s︡y iskov, zhalob i zai︠a︡vleniĭ. Rostov-na-Donu: Feniks, 2007.

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44

Banaszak, Bogusław. Prawo obywateli do występowania ze skargami i wnioskami. Warszawa: Wydawn. Sejmowe, 1997.

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45

Banaszak, Bogusław. Prawo obywateli do występowania ze skargami i wnioskami. Warszawa: Wydawn. Sejmowe, 1997.

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46

Counseling federal EEO complainants. [Washington, D.C.?: The Commission, 1995.

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47

Holmes, Nancy. The Canadian Human Rights Act: Processing complaints of discrimination. Ottawa: Law and Government Division, Research Branch, Library of Parliament, 1994.

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48

Obreja, Efim. Sistemul de petiționare: Monitorizare și perfecționare. Chișinău: Transparency International Moldova, 2010.

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49

Quy định mới về xử lý vi phạm hành chính trong áp dụng hình thức xử phạt trục xuất, tạm giữ người, quản lý tang vật, phương tiện tạm giữ. Hà Nội: Nhà xuất bản Chính trị quốc gia, 2009.

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50

Sudebnyĭ kontrolʹ za realizat͡sieĭ prav grazhdan v sfere ispolnitelʹnoĭ vlasti. Moskva: Akademicheskiĭ pravovoĭ universitet pri In-te gosudarstva i prava Rossiĭskoĭ akademii nauk, 1999.

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