Tag: Financial Grievance Redress

Medium-to-low digital proficiency users experience anxiety when they have to use in-app mechanisms to deal with problems. It has got to do with designs that do not account for user proficiency and expectations. A few changes could uplift the experience for all users

This is the second in a series of blogs which describe our efforts towards building an effective in-app GRM for India’s consumers

This is the first in a series of blogs which describe our efforts towards building an effective in-app GRM for India’s UPI users

 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.

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

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.

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

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.