Tag: Financial Grievance Redress

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

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.

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).

This post explores the promise of the Online Dispute Resolution (ODR) systems in improving the quality of redress available to consumers

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.

This report has been submitted to Azim Premji University under their COVID-19 Research Funding Programme 2020

Impact of Information Disclosure on Consumer
Behaviour
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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

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

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