Independent Research and Policy Advocacy

Do UPI In-App Grievance Redress Mechanisms work for constrained users?

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.

Impact of Information Disclosure on Consumer Behaviour

we conducted a study to evaluate the impact of information disclosures in discouraging consumers from making unsuitable choices, i.e., choices that do not align with their financial circumstances, risk capacity and appetite.