Understanding new-to-UPI users’ experiences with UPI-based digital payment apps

While the Aadhaar Enabled Payment System (AePS) has emerged as the foundational technology enabling cash-in cash-out (CICO) across the country, efforts by bad actors to defraud banking customers through it continue to be a pressing concern

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