MobiKwik
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MOBIKWIK
Paisa Bana Powerful
Preamble
One MobiKwik Systems Limited. (the Company) is engaged in the following business segment
SEGMENT A:
Semi-Closed prepaid Wallet business: Issuance of multipurpose prepaid MobiKwik Wallet as a payment option alternative to cash for large segment of population in the country that is unable to use e-payment / m-payment facility since they do not have debit/credit cards.
(Semi-Closed prepaid MobiKwik Wallet business is governed by the PSS Act and the RBI Guidelines).
The Company offers safe and easy payment option to every customer for seamless transactions across M-Commerce and E-Commerce domains. The Company has introduced multi-purpose prepaid MobiKwik Wallet (known as "MobiKwik eWallet") which can be used to purchase various goods and services Online/On-mobile/IVRS from affiliated merchants based on "anywhere-anytime" concept which would result in increased sales for all affiliated merchants and safety and convenience for the customer. The Company is helping business organizations to expand markets by supporting sales channels convergence with its payments options.
As a service provider industry, customer service and customer satisfaction are the prime concerns of the Company and the object of this policy is to minimize instances of customer complaints through proper service delivery and review mechanism and prompt redressal of various types of Customer Grievance Redressal Policy customer complaints.
The Company is in the business of issuance of Semi-Closed prepaid MobiKwik Wallet and is authorised by the Reserve Bank of India (RBI) to operate a Payment System. It is governed by the Payment and Settlement Systems Act, 2007("the PSS Act"), Regulations made under and the Issuance and Operation of Prepaid Payment Instruments in India (Reserve Bank) Directions, 2009 ("the RBI Guidelines") laid down by the RBI.
As required under the Clause 12.2 of the said RBI Guidelines, the Company has developed a procedure for promptly attending to grievances of the customers in respect of various issues pertaining to MobiKwik Wallet as online payment mode. This is done by setting up an internal two tier system in the form of "Customer Support" and a grievance redressal mechanism in the form of "Customers Grievance Redressal Committee", as hereinafter provided.
Section 1 - Definitions
Section 2 - Principles Governing Company's policy
The Company's policy on grievance redressal is governed by the following principles:
The Company's Officer-in-Charge of Customer Support must work in good faith keeping in mind this policy of the Company.
Section 3 - Process to handle Customer Grievances
The Company has established customer grievances redressal machinery functioning at two levels:
The Company has a Customer Support facility (0800 Hrs to 2300 Hrs Monday to Sunday) for effective resolution for operational issues and all the grievances referred to it.
For quick reference, the contact details are provided herein below:
- Customer Support: MobiKwik Helpdesk
- Customer Care Number - 011-61266390 (Monday to Saturday 9:00 AM to 8 PM)
Function and Authority
The Customer Support is responsible for the resolution of queries of all customers. The Officer-in-Charge of Customer Support is responsible for ensuring resolution of all queries received at Customer Support to the customer's satisfaction.
Constitution
The customers who are not satisfied with the resolution of their queries by the Customer Support can approach the Customers Grievance Redressal Committee ("the Committee") for redressing their grievances. The Committee shall consist of two members out of whom one will be designated by the Company and the other would be an independent person who has fairly requisite knowledge of the Laws, who is not office-bearer, employee, director or any other person/s who has/have any interest of whatsoever nature in the Company.
This committee, at present, consists of two escalations which can be addressed to:
Banking Ombudsman Scheme
If you are not satisfied with redressal of the complaint provided by MobiKwik or if you have not received a response from MobiKwik within one month i.e. 30 days of logging a complaint with us, you may approach the Reserve Bank of India through https://cms.rbi.org.in with the complete transaction and other requisite details. You may refer https://www.rbi.org.in/Scripts/bs_viewcontent.aspx?Id=3631 for details about this scheme.
Function and Authority
The functions of the Committee are as under:
Grievance shall be treated as finally redressed and closed in any of the following circumstances:
The Management shall take all necessary steps to implement the decision of the Committee.
Grievances by a person other than the holder and/or user of MobiKwik Wallet (System Participant):
Grievances between System Participants in respect of any matter connected with the operation of the payment system shall be resolved in accordance with the relevant provisions of the Payment and Settlement Systems Act, 2007, as may be amended from time to time.
APPLICATION TO COMPANY BY CUSTOMER FOR REDRESSAL OF GRIEVANCE
(All fields are mandatory)
Date
To,
Customers Grievance Redressal Committee
One MobiKwik Systems LIMITED.
Unit 102, Block B, Pegasus One, Golf Course Road,
DLF Phase 5, Sector 53, Gurugram,
Haryana 122003
Yours faithfully
(Signature)
(Customer's name in block letter)
NOMINATION
If the customer wants to nominate his representative to appear and make submissions on his behalf before the Customers Grievance Redressal Committee the following declaration should be submitted:
I/We the above named customer hereby nominate Shri/Smt. , who is not an Advocate and whose address is as my/our REPRESENTATIVE in the proceedings and confirm that any statement, acceptance or rejection made by him/her shall be binding on me/us.
He/ She has signed below in my presence.
(Signature of Representative)
(Signature of Customer)
Need help ? We will be glad to assist you
To Block and Report Unauthorized Transaction on your MobiKwik Wallet Account
Report via MobiKwik Website or App
Report via Call: 011-61265656
Customer Protection – Limiting Liability of Customers in Unauthorised Electronic Payment Transactions in Prepaid Payment Instruments (PPIs) issued by Authorised Non-banks
https://www.rbi.org.in/scripts/BS_CircularIndexDisplay.aspx?Id=11446To raise disputes against UPI transactions done on the app, the customer can choose any of the below options -
https://leads.hdfcbank.com/applications/webforms/apply/HDFC_CustomerCenter/Customer_Center.aspx
https://www.npci.org.in/what-we-do/upi/dispute-redressal-mechanism
Customer liability in case of unauthorized electronic payment transactions through a PPI | ||
S.No. | Particulars | Maximum liability of customers |
(a) | Contributory fraud / negligence / deficiency on the part of the PPI issuer, including PPI-MTS issuer (irrespective of whether or not the transaction is reported by the customer) | Zero |
(b) | Third party breach where the deficiency lies neither with the PPI issuer nor with the customer but lies elsewhere in the system, and the customer notifies the PPI issuer regarding the unauthorised payment transaction. The per transaction customer liability in such cases will depend on the number of days lapsed between the receipt of transaction communication by the customer from the PPI issuer and the reporting of unauthorised transaction by the customer to the PPI issuer - | |
i. Within three days# | Zero | |
ii. Within four to seven days# | Transaction value or ₹ 10,000/- per transaction, whichever is lower | |
iii. Beyond seven days# | As per the Board approved policy of the PPI issuer | |
(c) | In cases where the loss is due to negligence by a customer, such as where he / she has shared the payment credentials, the customer will bear the entire loss until he / she reports the unauthorised transaction to the PPI issuer. Any loss occurring after the reporting of the unauthorised transaction shall be borne by the PPI issuer. | |
(d) | PPI issuers may also, at their discretion, decide to waive off any customer liability in case of unauthorised electronic payment transactions even in cases of customer negligence. | |
# The number of days mentioned above shall be counted excluding the date of receiving the communication from the PPI issuer. |
We at One MobiKwik Systems Limited caution the members of public and our Users not to fall prey to fictitious offers and or unsolicited phone calls or emails asking for financial information or any other type of personal information. It has been observed that fraudsters have resorted to defraud the susceptible public by convincing them over a phone call to divulge details of the debit / credit card or their bank account information in order to commit cybercrimes. Recipients of such communication fall prey to frauds or scams perpetrated by individuals who impersonate to be employees of various financial institution and end up compromising their confidential information and that which is later on used by such fraudsters on ecommerce and m-commerce platforms. We apprise you that MobiKwik will never ask for the details of your Account / PIN / Password / Full Debit / Credit Card number / Expiry Date / OTP / CVV / Confidential Bank Account details or any other security/personnel information .
In case you fall prey to such a fraud or scam , kindly use the link provided to you by us or write to us at [email protected] or follow our grievance policy , in order to report the same to avoid further loss.
MobiKwik has implemented a highly secured environment in order to avoid and check fraudulent transactions – however it is important for customers to ensure that they exercise caution and refrain from compromising sensitive and personal information.