The microfinance industry has witnessed moves by the Reserve Bank of India (RBI) to revise the regulatory framework (March 2022) for it and also caution it against an exclusive focus on business growth (November 2022).
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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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The microfinance industry has witnessed moves by the Reserve Bank of India (RBI) to revise the regulatory framework (March 2022) for it and also caution it against an exclusive focus on business growth (November 2022).
This research brief aims to synthesize existing evidence on the performance of PMJJBY and PMSBY since their inception, the reasons for low participation in these schemes, and the barriers to their successful implementation.
When viewed from a consumer’s perspective, these challenges manifest at different stages of their journey with a health insurance program, beginning from the decision to enrol in a program and ending at the renewal stage. While tweaks to the design of the health insurance program or moving to a more integrated model of healthcare provision may help in this blog post, we explore the role that social capital can play in circumventing some of these challenges.
This blog post summarises key takeaways from a virtual workshop we recently hosted. It was conducted against the backdrop of a study that we recently concluded titled “Can information disclosures influence life insurance purchase decisions for low-income households?”.
An action project to help financial service providers detect debt distress among their borrowers and administer interventions to alleviate distress. Read the full report here.
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 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.
