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


Aishwarya Narayan
Srikara Prasad


Digital monetary providers in India are rising at a fast tempo – most seen within the case of Unified Funds Interface (UPI) system. Nevertheless, within the absence of efficient grievance redress mechanisms (GRMs), these providers depart clients with out needed recourse and turn into 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 overview of the client redress journey on these GRMs – primarily when it comes to the GRM’s accessibility and usefulness – from the lens of a low-income, digital immigrant buyer. Broadly, we word –

  1. Some apps don’t enable customers to lift complaints from an In-App GRM.
  2. When obtainable, In-App GRMs are sometimes not positioned prominently on the display.
  3. Most UPI apps give customers data that may assist them resolve some issues 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’s 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 might strive, equivalent to (i) enhancing alignment with laws, (ii) conducting usability testing workout routines with constrained customers, (iii) constructing customers’ consciousness, and (iv) utilizing grievance information as suggestions to enhance their providers.

The complete report might be accessed right here.

Cite this weblog:


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


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


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

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