Center For Customer Protection

The white paper discusses a set of solutions for the ecosystem of actors to consider in tackling and curbing the illegitimate activity of scamsters and other fraudulent actors over the very popular Unified Payments Interface (UPI) of India.

The 2016 Insolvency and Bankruptcy Code (IBC) is a landmark legislation with the potential to impact every borrower. This paper focuses on Part III of the IBC, which deals with natural persons, proprietorships, and personal guarantors for corporate debt. Through the paper, we attempt to estimate the potential consequences of the Fresh Start Process (FSP) defined under this Part. The IBC lays out economic criteria that can qualify (or disqualify) an applicant for FSP. Under FSP, a borrower must be asset-lite, have a low income, and hold minimal outstanding debt to qualify. These thresholds determine the applicability of the process once the IBC is fully notified. Thus, empirical estimates regarding the effects of the provisions on the Indian credit market are crucial to deciphering the impact of the IBC, more specifically, the FSP.

Business correspondent (BC) agents are crucial last-mile infrastructure that support India’s vision for efficient, population-scale delivery of financial and other government services using Digital Public Infrastructure (DPI). These agents primarily facilitate cash deposits, cash withdrawals (together known as cash-in cash-out or CICO), and optionally facilitate access to insurance, savings products, and various welfare schemes for rural and low-income India.

In this note, we discuss how the difficulty of selling life insurance led to bundling insurance with savings2, how such bundling can be sub-optimal, and why such products are popular despite adverse customer experiences. We then make a case for providing relevant, complete, and comparable information that can aid suitable product decisions, sale, and persistence. We also offer a template for what such a Customer Information Sheet could look like.

Policymakers should go beyond economics to look at sociological and anthropological aspects of how women negotiate finance.

In an increasingly digitized world, Digital Financial Services (DFS) have emerged as a key tool for transacting, borrowing, saving, and investing. Policymakers and Financial Service Providers (FSPs) are keen to leverage DFS to advance financial inclusion, particularly for women from Low-Income Households (LIHs).

 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.

India needs a robust and comprehensive financial customer protection regime, which it currently lacks. Imagine the following scenario. Raja and Rani are a low-income householder couple with two children in elementary school. They also take care of Raja’s ailing mother. The household’s monthly income is ₹20,000.

In this deck, we discuss some factors influencing life insurance take-up, the problem with endowment life insurance for the low-income segment, and how better disclosures could be the first step in helping households choose the right insurance product for them.

In the following sections of this blog, we discuss the unique and complex financial lives of these households to set the context for product and process designs, delve into what a savings product for not just women but Low-Income Households (LIHs) in general could look like, and highlight some of the insights from various kinds of financial service providers on the challenges and opportunities in operationalising such a savings product for this segment.