Risk & conduct
Disputes & hardship
Resolve customer disputes and structure hardship support within RBI fair-practices SLAs.
Open cases
18
↓ 4 vs last week
Avg resolution time
1.4 days
↓ 0.3 day WoW
SLA breaches (7d)
9
↑ 2 vs prior week
Hardship restructures approved
61
↑ 12% MoM
Demo operations data
Case queue
Prioritized by severity and SLA remaining
| Ticket | Customer | Type | Severity | SLA | Owner | Status |
|---|---|---|---|---|---|---|
| DSP-3021 | Anita Bose | Wrong amount | Medium | 6h left | Riya Nair | In review |
| DSP-3018 | Vikram Solanki | Fraud | High | 1h left | Karan Mehta | Open |
| DSP-3011 | Sunita Rao | Hardship | Medium | 1d left | Priyanka Shah | Open |
| DSP-3004 | Farhan Ali | Harassment complaint | High | Breached 2h ago | Karan Mehta | In review |
| DSP-2998 | Geeta Krishnan | Wrong amount | Low | 2d left | Riya Nair | Resolved |
Case detail
DSP-3021
CustomerAnita Bose
TypeWrong amount
SeverityMedium
SLA remaining6h left
OwnerRiya Nair
StatusIn review
SLA adherence
Cases closed on time vs breached · last 5 days
Dispute reason mix
Share of raised cases, last 30 days
Wrong amount34%
Hardship29%
Fraud14%
Harassment complaint23%
Hardship restructure workflow
Standard options offered when genuine hardship is verified
EMI moratorium
Pause up to 2 EMIs; interest continues to accrue, tenure extends.
Step-down EMI
Reduce EMI by 30-40% for 3 months, then revert with adjusted tenure.
One-time settlement
Negotiated lump-sum closure, subject to approval matrix for 90+ DPD.