Redress is the missing layer of digital public infrastructure.

The report, in one paragraph

Grievance redress is the part of digital public infrastructure that only gets attention when it fails. This report is the first attempt to assess it systematically — testing 15 payment, identity and social-registry systems across Brazil, India, Benin, Ethiopia and South Africa against a simple question: can someone actually get their problem fixed? The answer, most of the time, is that no one outside the operator can tell. Only two of the fifteen systems publish enough data to know how well they perform, and even where data exists, it rarely means the same thing from one system to the next. The report proposes a way out: a minimum test any DPI can be judged against today, and the first building blocks of a common language for grievances that could let a complaint move safely between the institutions responsible for solving it.