Center For Customer Protection

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.

This will inspire more consumer trust, and enhance transparency among agents

The paper starts by revisiting existing literature on the financial lives of LIHs that shows that they manage their finances in a rather sophisticated manner. This can be traced to the radical uncertainty they face, which includes a “triple whammy” of income problems and expenditure shocks that are frequent and unique to their circumstances.

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.