Incomplete Citizenship of the Plantation Community: Access to Governance Institutions and Public Service Delivery cent emphatically expressed their distrust in the civil service, attitudes of public officials, indifferent treatments and corrupt practices. An interesting finding of this study is that differential and illtreatment by public institutions continues to have an impact not only on victims or the person who experienced it, but also among their children, families and community members. Put differently, the one who experiences ill-treatment and discrimination by public officials shares their feelings and experiences with their family members and society, which makes the others too feel that public institutions are not trustworthy, reliable, helpful, benevolent, or honest. The low level of trust in public institutions appears to be linked with lack of multicultural organisational practices, lack of inclusive citizenship, and poor diversity management. This pattern clearly shows the causal connection among institutional variables and dependent variables. In Sri Lanka, since most of the public officials hold similar values, beliefs, and social backgrounds; they are likely to represent the interests of a particular section of the society by limiting the access to other sections. This increases the likelihood of a sense of feeling among minorities that public institutions are not trustworthy and less likely to pursue universalism in service provision, while prone to serve the interests of certain segments of society. 45