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Make recourse clear, quick, and responsive
As more people use digital financial services, complaints and disputes increase. When facing a problem, users need to understand what has to be done to fix it. Still, today, recourse systems remain an afterthought. Too often, they are archaic, irrelevant, and not user-centric. Grievance redressal procedures have not kept pace with the increasing sophistication of payment platforms.
It is imperative to overhaul these mechanisms, ensuring that filing a complaint is as straightforward as conducting a digital transaction to restore lost trust. They can act as a vital safety net, particularly for low-income users and women. That’s why principle #8 of the UN Principles for Responsible Digital Payments recommends making recourse clear, quick, and responsive.
© ©Better Than Cash Alliance As a public outcome of the Responsible Finance Forum (RFF) Recourse Working Group, the Better Than Cash Alliance has produced the technical note ‘Make recourse clear, quick, and responsive ‘as a resource for Alliance members and partners aiming to fortify recourse mechanisms through policy evolution. The paper includes various Alliance member strategies as case studies to demonstrate how recourse has been improved in their countries. These strategies encompass policy revisions, technology-based complaint resolution, and bolstering systemic oversights. This technical note recognizes the significance of peer dialogue and knowledge sharing.
Key recommendations for financial services providers (FSPs), governments, regulators, and international development organizations include: