Providing grievance redress for financial disputes through Online Dispute Resolution
This post explores the promise of the Online Dispute Resolution (ODR) systems in improving the quality of redress available to consumers
Delivery of Social Protection Entitlements in India: Unpacking Exclusion, Grievance Redress, and the Relevance of Citizen-Assistance Mechanisms
we also propose a set of Standard Operating Procedures (SOPs) that can be a ready reference for community-based institutions, Civil Society Organisations (CSOs), or government-run help centres, engaged in citizen assistance in the field of social welfare and accountability.
Delivery of Social Protection Entitlements in India: Unpacking Exclusion, Grievance Redress, and the Relevance of Citizen-Assistance Mechanisms
This report has been submitted to Azim Premji University under their COVID-19 Research Funding Programme 2020
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.
Making Grievances Matter: Unpacking Exclusion, Grievance Redress, and the Role of Civil Society Organisations
This post summarises the research findings from our recently concluded project on exclusion and grievance redress that was undertaken in collaboration with Gram Vaani et.al
Consumer Grievance Redress in Financial Disputes in India
This post provides an overview of the financial consumer grievance redress system in India and highlights the issues that make it less effective and less consumer-friendly
Building SOPs for Grievance Redressal to Reduce Exclusions in Access to Social Protection Schemes for Poor and Vulnerable Populations
Dvara Research, in collaboration with Gram Vaani, University of Montreal, and Tika Vaani has been selected for the Azim Premji University COVID-19 Research Funding Programme 2020
How Utkarsh Microfinance handles Customer Grievance
On a recent visit to MFIs working in eastern Uttar Pradesh, we chanced upon some great innovations and field practices, which are clearly taking customer focus to the next level. In this post, I elaborate on the innovation we saw at Utkarsh Microfinance in Varanasi.
