Center For Customer Protection

An action project to help financial service providers detect debt distress among their borrowers and administer interventions to alleviate distress.

In this blog, we propose a framework for evaluating agent success through a customer protection lens; this can potentially be deployed as a tool to determine agent success while also allowing stakeholders to identify context-specific levers to improve outcomes for the customer.

In a recent study to evaluate the effectiveness of consumer awareness campaigns relating to United Payment Interface(UPI) frauds, Dvara Research interviewed ~85 low-income, new-to-UPI users from metro cities and small towns.

In this blog, we focus on the supply side of the equation, exploring the literature detailing the issues CICO agents face in offering uninterrupted CICO services. Agents who provide CICO services often encounter significant obstacles that hinder their capacity to assist customers effectively.

In this interim report, we document our observations about the user interface of In-App GRMs in UPI applications (UPI Apps). Our observations are based on our review of the customer redress journey on these GRMs – mainly in terms of the GRM’s accessibility and usability – from the lens of a low-income, digital immigrant customer.

In this blog post, we collate evidence of the various reasons that prevent the BC network from offering access to reliable CICO services all over the country. We rely on a mix of evidence in the form of qualitative case studies, survey results, and secondary sources.

Under the Center for Customer Protection, Dvara Research has been working on developing a market monitoring tool that leverages social media data to identify customer-facing issues with India’s leading payment infrastructure, the Unified Payments Interface (UPI).

T he Insolvency and Bankruptcy Code, 2016 (Code) is the umbrella legislation for insolvency resolution of corporate persons, partnership firms and individuals

Unlike term plans that provide life risk cover or unit-linked schemes, where returns are market-linked, endowment plans offer maturity benefits upon survival & minimum guaranteed return.

Access to credit enables an individual and her household to achieve financial well-being and results in economic welfare outcomes for the entire society. However, excessive debt diminishes all developmental gains, and negatively impacts overall economic growth and stability.