F8.5 Establish capability to successfully remedy user exclusion and harm

Risk

RS4. Lack of recourse

RI4 Disempowerment

Life Cycle Stage

Principle

Practices

• Roll out a complaint system across multiple media channels and in physical facilities.

• Continue to differentiate and provide redressal mechanisms for individual services (redressal for e-commerce payment issues vs redresssal of benefits transfer).

• Ensure transparent tracking of user complaints to provide closure as it passes through different systems. This is essential for building trust.