Could we be doing better with consent?
This blog presents a self-assessment checklist targeted at UI/UX designers and AA product managers, enabling them to surface gaps in the design of their consent artefacts especially in relation to the vulnerable customer.
Rethinking GRMs for UPI: Prototype Design
This is the second in a series of blogs which describe our efforts towards building an effective in-app GRM for India’s consumers
Field Notes: How constrained users engage with the GRMs of UPI Apps
This is the first in a series of blogs which describe our efforts towards building an effective in-app GRM for India’s UPI users
Sebi’s proposed changes can spruce up investment advisory regulations
The new proposals can significantly increase the number of RIAs by relaxing the requirement of having a Master’s degree and prior work experience and by lowering net-worth requirements.
Our Response to RBI Draft Directions for Comments on Due Diligence of AEPS Touchpoint Operators
Our response covers two themes:
Leading from a customer protection perspective, our comments emphasise the need for the prospective SRO to have duties towards the customers, at par with responsibilities towards the regulator.
Legal liability for fraud in digital payments
The framework should provide adequate compensation to victims, while investigative action continues in tandem
Assessing the Performance of PMJJBY and PMSBY: A Systems-Level Approach
The objective of this policy brief is to summarise learnings from fieldwork conducted in Rajasthan and Gujarat towards (i) building evidence on the customer protection issues in the sale and servicing of the two insurance schemes and (ii) bringing to the forefront the structural issues on the supply-side that are holding back Financial Service Providers (FSPs) from offering high-quality service in the context of these two schemes.
UPI databases should be interactive
Stakeholders should gather a common set of data points for each complaint, distinct from their data objectives
Building an Effective UPI In-App GRM for India’s Consumers
In this study, we focus on whether consumers use the grievance mechanisms provided in UPI apps in smartphones, and whether those mechanisms make for an easily navigable grievance redress journey ending in satisfactory resolution.
Learnings from Action Research
In this paper, we take a look back at 30 months of action research work and reflect on the process, the hurdles overcome, and the lessons learned. Unlike our usual publications, this one is a meta-reflection on the method of action research. We hope it will be useful for other organizations like ours that are doing this kind of work and to funders who fund it.
