Dvara Analysis Weblog | Do UPI In-App Grievance Redress Mechanisms work for constrained customers?

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Dvara Analysis Weblog | Do UPI In-App Grievance Redress Mechanisms work for constrained customers?

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Authors:

Aishwarya Narayan
Srikara Prasad

Abstract

Digital monetary providers in India are rising at a fast tempo – most seen within the case of Unified Funds Interface (UPI) system. Nonetheless, within the absence of efficient grievance redress mechanisms (GRMs), these providers depart prospects with out vital recourse and turn out to be troublesome to belief.

On this interim report, we doc our observations in regards to the person interface of In-App GRMs in UPI purposes (UPI Apps). Our observations are based mostly on our evaluate of the client redress journey on these GRMs – primarily by way of the GRM’s accessibility and value – from the lens of a low-income, digital immigrant buyer. Broadly, we be aware –

  1. Some apps don’t permit customers to lift complaints from an In-App GRM.
  2. When out there, In-App GRMs are sometimes not positioned prominently on the display.
  3. Most UPI apps give customers data that may assist them resolve some considerations on their very own, however only a few accomplish that in vernacular language.
  4. The In-App GRMs solely seize payment-related complaints. Both they omit or make it troublesome to make non-payment-related complaints.
  5. There may be insufficient help in vernacular languages.
  6. Criticism-tracking mechanisms on the In-App GRM are troublesome to make use of

We additionally current some indicative measures that suppliers may strive, comparable to (i) bettering alignment with rules, (ii) conducting usability testing workouts with constrained customers, (iii) constructing customers’ consciousness, and (iv) utilizing grievance information as suggestions to enhance their providers.

The complete report may be accessed right here.

Cite this weblog:

APA

Narayan, A., & Prasad, S. (2023). Do UPI In-App Grievance Redress Mechanisms work for constrained customers? Retrieved from Dvara Analysis.

MLA

Narayan, Aishwarya and Srikara Prasad. “Do UPI In-App Grievance Redress Mechanisms work for constrained customers?” 2023. Dvara Analysis.

Chicago

Narayan, Aishwarya, and Srikara Prasad. 2023. “Do UPI In-App Grievance Redress Mechanisms work for constrained customers?” Dvara Analysis.

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