Anubhutie Singh

The framework should provide adequate compensation to victims, while investigative action continues in tandem

Stakeholders should gather a common set of data points for each complaint, distinct from their data objectives

Positive frictions while authorising transactions will give users some time before approving payment

 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.

In this blogpost, we present our comments primarily to the former, but significantly implicating the latter. We include both frameworks since they cover similar subject matter – the creation of an SRO.

This research presents a framework comprising nine principles, which we believe are pre-requisites for creating user-centric GRMs.

MFIN India and Dvara Research partner to gather insights on users’ experience of navigating the MFIN-Customer Grievance Redress Mechanism (MFIN-CGRM). The study deploys mixed methods — a primary survey of over 300 users, stakeholder interviews and desk research to understand the user-centricity of the MFIN-CGRM.

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).

India’s Personal Data Protection Bill, 2019 (the Bill) was introduced in Parliament in December 2019, and is currently under consideration by a Joint Parliamentary Committee of MPs.

Even when women are not the primary borrowers of formal finance, studies note that they remain responsible for ensuring timely repayments.