The project was initiated with the objective of developing an integrated GRM for digital lenders, in partnership with an industry association. It was premised on the fact that digital lenders often serve as intermediaries and, therefore, many grievances are not necessarily directly addressable by them. Further, due to the varied scale of operations across digital lenders, maintaining an omnichannel GRM is often difficult for smaller entities. Accordingly, the project set out to create a blueprint for a responsive omnichannel GRM that could be housed at the industry association, with necessary integration with other implicated actors, primarily banks and NBFCs. The outputs from the project, however, did not materialise, as the partnership fell apart due to developments in the industry.
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