Dvara Research Releases Report on MFIN’s CGRM – Findings and Recommendations
India, October 11, 2023: Microfinance Institutions Network (MFIN), the premier industry association and RBI recognised Self-Regulatory Organization (SRO) has made public its Study Report by Dvara Research on its Customer Grievance Redressal Mechanism (CGRM). MFIN’s CGRM was set-up in 2015 in response to the RBI mandate of having a grievance and dispute redressal mechanism for NBFC-MFI clients (Reserve Bank of India, 2013), an important requirement to qualify as an SRO in the microfinance industry.
In a bid to gain insights on users’ experience of navigating the MFIN-CGRM and further enhance its effectiveness, MFIN partnered with Dvara to undertake this study. Dvara deployed a methodology comprising a mix of a primary survey of over 300 users, stakeholder interviews and desk re...








