Focusing on the processes involved in making formal bureaucracies responsive, the study examined: the structure of formal grievance and redress procedures within the criminal justice system in San Jose, California; and the informal strategies used by politically active members of the Chicano community to extend and strengthen these channels. The primary channel for complaints against individual police officers was a two-man Internal Affairs Investigative Unit within the police department. However, claiming that their work involved confidential personnel matters, the department refused to release any information on how many complaints were received or how they were resolved. Two years ago, in response to continuing pressure, the municipal government hired an ombudsman to serve as an advocate/investigator for citizens with grievances against any city agency. However, his effectiveness was doubtful. Although there were several channels of informal support for grievances, the most these groups did was provide moral support and skills in filing a complaint through the Internal Affairs unit. The Chicano community had three possible strategies for maximizing their influence on the grievance and redress procedures: to strengthen the existing avenues for registering grievances and obtaining redress; to utilize legal strategies for making the agencies responsive to community needs through individual and class action lawsuits; and to use community political influence and pressure to redefine police policies. Of these, political strategies appeared the more promising. (NQ)