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i wondered about this too; mused it had something to do with causing direct physical suffering on the part of the staff which bubbled up to the rep
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Imperfect as it may be, at least it’s an option for citizens. Contrast this with other democracies (I’m thinking of India) where complaining at local level makes little difference, votes are by party line. (It’s left to party leadership to abide by - or ignore - opinion polls)
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