This is the second in a series of blogs which describe our efforts towards building an effective in-app GRM for India’s consumers
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This program focuses on solutions that speak to the changing landscape of issues pertaining to financial customer protection in India. It studies how institutional practices in customer protection can build trust and confidence to increase uptake and usage of formal financial products and services among low-income, rural, and women consumers.
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This is the second in a series of blogs which describe our efforts towards building an effective in-app GRM for India’s consumers
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
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 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.
The objective of this deck 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.
In all our research efforts, we strive to maintain an independent voice that speaks for the low-income household and household enterprises. Our ability to perform this function is significantly enhanced by our commitment to disseminate as a pure public good, all the intellectual capital that we create.
