Tech+People Approach to Redressal

Many unbanked and underbanked users are unfamiliar with digital platforms and find DFS intimidating. Mistakes are inevitable, but the current grievance redressal system makes resolution an uphill battle for them—often hidden behind layers of screens, chatbots helplines, and bureaucratic layers.

Instead of helping users build confidence, these processes can leave them feeling frustrated and powerless. Many give up or turn to informal intermediaries, often at a cost. On the other hand, DFS agents who do assist with grievances are often overstretched, and bank branches remain inaccessible or tough to navigate. This disconnect leaves users without clear, reliable redressal pathways, creating hesitation around DFS adoption and continued use.

A hybrid approach—combining self-resolution pathways enabled by technology with dedicated human support—can make redressal more effective. Guided self-resolution tools can empower users to fix common issues, fostering confidence and digital fluency. At the same time, DFS Clinics can serve as dedicated, approachable spaces where users can get in-person support without the intimidation of traditional bank branches.

Articulation to Resolution

When errors occur, users often struggle to articulate the issue or find solutions. Technology can enable smart resolution pathways by automatically prompting, guiding, and surfacing relevant help, leveraging existing online resources

Intelligent Support

Errors and delays are inevitable, but timely intelligent suggestions—both pre-emptive and reactive—can keep users on track. By offering support before confusion or the need for redressal arises, these prompts help users navigate challenges smoothly and confidently.

Digital Financial Clinics

Roving but regular Clinic Days, led by agents and youth champions, bring DFS support to familiar community spaces. They offer onboarding, tech help, and app fixes—making it easier for people to access, understand, and use digital finance.