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One MobiKwik Systems Limited. (the Company) is engaged in the following business segment
Semi-Closed prepaid Wallet business: Issuance of multipurpose prepaid Mobikwik Wallet as a payment option alternative to cash for a large segment of the population in the country 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 a safe and easy payment option to every customer for seamless transactions across M-Commerce and E-Commerce domains. The Company has introduced a 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 the "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 payment 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 authorized 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 the Issuance and Operation of Prepaid Payment Instruments in India (Reserve Bank) Directions, August 27, 2021 ("the RBI Guidelines") laid down by the RBI.
The Company has developed a procedure for promptly attending to grievances of the customers in respect of various issues pertaining to MobiKwik Wallet the online payment mode.
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
Note: Users are proactively informed of delays if any, in the resolution. Escalation of Complaints to Level 2, if User is not satisfied.
In accordance with the Information Technology Act, 2000 and rules made thereunder, the
name and contact details of the Grievance Officer is provided below:
Principal Nodal Officer – Dharmesh Yadav
Nodal Officer – Prashant Gandhi
Email :- firstname.lastname@example.org
Address: Office – One MobiKwik Systems Limited Unit No. 102, 1st Floor, Block-B, Pegasus One, Golf Course Road, Sector-53, Gurugram,
Working hours: Mon-Fri 10 am to 7 pm
Level 4 RBI Ombudsman Escalation
If your query or complaint has not been satisfactorily resolved at previous levels within 30 days, you can reach out to the digital ombudsman.Complaint lodging portal of the Ombudsman: https://cms.rbi.org.in
Section 4 - To Report Unauthorized Transaction
To Block and Report Unauthorized Transaction on your MobiKwik Wallet Account Report via MobiKwik Website or App
Report via email: email@example.com
Limited Liability in Unauthorised Electronic Payment Transactions in Prepaid Payment Instruments (PPIs) issued by Authorised Non-bankshttps://www.rbi.org.in/scripts/BS_CircularIndexDisplay.aspx?Id=11446
|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#||Mobikwik would decide on a case-to-case basis|
|(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 the 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 their 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 institutions and end up compromising their confidential information and that which is later on used by such fraudsters on e-commerce 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.
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.Section 6 - Raise dispute against UPI transactions
To raise disputes against UPI transactions done on the app, the customer can choose any of the below options -
Mobikwik has placed a centralized end to end complaint management system for bill payment transactions done through MobiKwik App / Web. This helps in building the trust and confidence of the customers by facilitating an effective, efficient, and centralized mechanism for handling customer complaints.Complaint Management System
Considering BBPS guidelines, the centralized ticketing mechanism has been prepared for lodging a complaint. Wherein,
Such type of complaint is raised by a customer either for a successful / pending / failed transaction. The customer will initiate a complaint on Mobikwik website. Transaction ID will be used as a unique reference number for raising complaints.Service based complaint
Such types of complaints are raised by a customer for non-transactional issues.
Transaction based complaints will undergo validation at CU and biller OU levels. Where as service based complaints won’t undergo any transaction level validation.
The following are the complaint statuses and TAT in which complaints are addressed / Closed.
|Complaint Lodged||A customer has raised a complaint but is yet to receive a complaint acceptance response.||Within a day of complaint registration|
|Assigned||At this stage the complaint is with Mobikwik, who will be responsible for sending the complaint acceptance response to the customer.||Within a day of complaint registration|
|Pending with BBPOU||The complaint is still to be addressed by the BBPOU or its biller or agent (Mobikwik)||Within a day of complaint registration|
|Resolved||Once the biller / BBPOU resolves the customer related complaint, the BBPOU updates the system||Within 7 days of complaint registration|
|Additional information required||The biller / BBPOU requires further information for the complaint, the BBPOU updates the system accordingly||Within 7 days of complaint registration|
|Reassigned||Once the biller / BBPOU rejects the complaints, the BBPOU updates the system||Within 7 days of complaint registration|
|Escalated||If the biller / BBPOU doesn’t respond to the complaint by the specified TAT||After 7 days of complaint registration|