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 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.

The framework should provide adequate compensation to victims, while investigative action continues in tandem

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.

Stakeholders should gather a common set of data points for each complaint, distinct from their data objectives

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.

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.

How can finance be designed and structured for agriculture, farmers, agricultural households, agrarian communities and the larger economy so as to ensure economic equity, social well-being, and environmental sustainability?

Positive frictions while authorising transactions will give users some time before approving payment

This paper aims to document the unique characteristics of the financial lives of low-income households in India. It focuses on the intra-year fluctuations in income that are faced by these households owing to the precarity of their occupations.

For two decades, India has doubled down on the policy prescription of providing financial ‘last-mile access’ to its rural and poor citizens. Has the effort succeeded? It depends on who you ask.