The missing link for agents: A review of agent grievance resolution systems in India
by Shweta Menon and Mitali
Apr 2, 2026
1 min
India has well-established systems for resolving customer grievances. However, these systems exclude business correspondent (BC) agents, who offer financial services to last-mile customers. The report highlights the need for agent grievance and introduces the SCORE framework to guide improvements.
India has strong customer grievance resolution systems. Yet, a critical gap persists for business correspondent (BC) agents, who lack formal mechanisms and rely on informal channels. This contributes to ecosystem stress. BC transaction growth has slowed to 7.3%, and village-level agents have declined by 5%. 15% to 20% become dormant annually due in part to unresolved issues. Our report introduces the SCORE framework to address this issue. It assesses grievance systems across integration, accessibility, organizational ownership, responsiveness, and use of feedback.
Written by
Shweta Menon
Senior Manager
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