Preamble

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, updated on December 27, 2024 ("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 services.

Section 1 - Definitions

1. 'Company' shall mean One MobiKwik Systems Limited. which is carrying on the business of issuance of Prepaid Payment Instruments, payment processing, payment collection, and related services by facilitating payment solutions to the Customer for buying goods and services through any digital/electronic medium.
2. 'Complainant' shall mean the Customer who has a Grievance.
3. 'Customer' shall mean the holder and/or user of MobiKwik Wallet and/or any of the system participants of the Company.
4. 'Grievance' shall mean communication in any form by a customer that expresses dissatisfaction about an action or lack of action by, or about the standard of service of the Company and/or its representative, in relation to use of MobiKwik services.
5. 'MobiKwik Wallet' shall mean the activated and valid Semi-closed prepaid wallet and all variants of the same issued by the Company.
6. 'Payment System' means a system that enables payment to be effected between a payer and a beneficiary involving clearing, payment, or settlement service or all of them but Customer Grievance Redressal Policy does not include a stock exchange.
7. 'Redressal' shall mean the final disposal of the Grievance of the Complainant by the Company.
8. 'System Participant' shall mean Bank or any other person participating in a payment system and includes the system provider as per the PSS Act.
9. 'System Provider' shall mean a person who operates and authorizes a payment system.
10. Resolution time means time taken to resolve the issue. However, it does not include time taken by the customer to provide the required information/documentation.
11. 'Working Day' shall mean any day (other than Saturday, Sunday & Public Holiday) on which the Company's Corporate Office is open for business.

Section 2 - Principles Governing Company's policy

The Company's policy on grievance redressal is governed by the following principles:

1. Customers shall be treated fairly at all times.
2. Complaints raised by customers shall be attended to with courtesy and on time.
3. Customers shall be fully informed of avenues for grievance redressal within the organization and their right to approach the RBI Ombudsman in case they are not fully satisfied with the response of the Customer Support.

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

Level 1 Help & Support 

1. Complaints Registration:
   • You can register your complaint with Mobikwik Customer Support by clicking on the (Help & Support?) icon related to the Help & Support section on the side menu on the homepage of the Mobikwik App.

     In case you fall prey to such fraud or scam, kindly use the link provided to you by us or write to us at fraudalerts@mobikwik.com or follow our grievance policy, in order to report the same to avoid further loss.

   • We offer customer support service 24 hours a day and 7 days a week.

1. Resolution of Complaints:
   • We are committed to providing you with our first response within 48 hours of receiving the complaint.
   • We aim to resolve all Your complaints/queries within 7 working days.
   • Resolution of Your complaint may get delayed due to operational or technical reasons. In such a scenario, You will be proactively informed of the timelines during which Your complaint will be addressed.
   • In a few scenarios, while the resolution to a complaint is instant, it may take time for it to get reflected in the system. For example, refund approval can be instant, but it may take 3-10 business days to reflect money into the account. Please note that such delays are attributable to banking and other operational issues.
   • Complaints related to ‘fraud and risk assessment’ often take longer to investigate due to the involvement of multiple agencies. The resolution time in such cases is dependent on the severity and complexity of the case. You shall be proactively informed of the timelines in such cases.

   Note: Users are proactively informed of delays if any, in the resolution. Escalation of Complaints to Level 2, if User is not satisfied.

Level 2 Grievance Escalation 

1. Complaints Registration: You can access any of the following channels to escalate your complaint.
   • Register a complaint at grievance@mobikwik.com 
   • Call our customer support center on 08069808320 (available 24*7).

1. Resolution of Complaints:
   • We are committed to providing a first response within 24 business hours of receiving the complaint.
   • We aim to resolve all Level 2 complaints within 5 working days. Any delay in the resolution time shall be proactively communicated to you.

Level 3 Nodal Escalation 

1. Complaints Registration:

   In accordance with  RBI Master Directions on Prepaid Payment Instruments (PPIs) and Reserve Bank- Integrated Ombudsman Scheme 2021, the name and contact details of the Grievance Officer is provided below:

   Contact:
   Principal Nodal Officer – Deepak Gagneja
   Nodal Officer – Prashant Gandhi
   Phone: 08069898317
   Email :- nodal@mobikwik.com

   Address: Office - One MobiKwik Systems Limited. Unit 102, Block B, Pegasus One, Golf Course Road, DLF Phase 5, Sector 53, Gurugram, Haryana 122001

   Working hours: Mon-Fri 10 am to 7 pm

2. Resolution of Complaints:–
   • We are committed to providing a first response within 24 business hours of receiving the complaint.
   • We aim to resolve all Level 3 complaints within 7 working days. Any delay in the resolution time shall be proactively communicated to you.

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 Reserve Bank as per the Integrated Ombudsman Scheme, 2021.

Complaint lodging portal of the Ombudsman: https://cms.rbi.org.in

Toll-Free No: 14448 (for enquiry)

Address - Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017

For more details, please refer to the link RBI Ombudsman

Section 4 - To Report Unauthorized Transaction

To Block and Report Unauthorized Transaction on your MobiKwik Wallet Account

Report via MobiKwik Website or App

• Visit https://www.mobikwik.com/help or Help Section of your MobiKwik App and choose Report Fraud option.
• Fill in the required details and click on Create Ticket.
• Please use the Ticket Id generated for future reference or communication with our investigation officer.

Report via email: fraudalerts@mobikwik.com

• To report Fraud on your MobiKwik account please keep the transaction details (Order Id, Amount, Date, and Time) handy for quick assistance.
• To report Fraud performed via Debit/Credit Card, etc please share transaction details, Initial 6 & last 4 card digits, Transaction Date & Time.

Section 5 - Customer Protection – Limited Liability in Unauthorised Transaction

Limited Liability 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=11446

Customer Liability in the event of unauthorized Payment Transaction

In accordance and subject to RBI guidelines and directions made available at https://www.rbi.org.in/Scripts/NotificationUser.aspx?Id=11446&Mode=0, a customer’s liability arising out of an unauthorized payment transaction will be limited to

We ensure that a complaint is resolved and liability of the customer, if any, established within 90 days from the date of receipt of the complaint, and the customer is compensated as per provisions of paragraph mentioned above. In case we are unable to resolve the complaint or determine the customer liability, if any, within 90 days, the amount as prescribed above shall be paid to the customer, irrespective of whether the negligence is on the part of customer or otherwise.

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 -

• Visit https://www.mobikwik.com/help or Help Section of your MobiKwik App, choose UPI and follow the process to create a ticket.
• Report to MobiKwik’s partner bank (PSP bank) for UPI on the below link - https://leads.hdfcbank.com/applications/webforms/apply/HDFC_CustomerCenter/Customer_Center.aspx
• Report to NPCI on the below link - https://www.npci.org.in/what-we-do/upi/dispute-redressal-mechanism

Section 7 - BBPS - Grievance Redressal Process

BBPCU has put in place a centralized end to end complaint management system for all transactions to facilitate ticketing and lodging of complaints received from the customers. Mobikwik is integrated on the same.

The customer can raise a complaint either at an agent outlet or the BBPS website. Bill Reference Number will be used as a unique reference number for raising complaints.

Based on the Bill Reference Number and the status of the transaction status, the complaint shall be tagged to the respective BBPOU and the biller/Biller Aggregator for resolution.

Once the biller updates the resolution in the system, COU can verify and close the complaint.

The TAT for responding to the customer complaints shall be T+5 days. In case the TAT exceeds, the complaint will be moved to status ‘Super-Escalation’. The TAT for closing a complaint in status “Super-Escalation” is 3 days from T+5th day. 

Section 8 - Refund TAT & Complaints Pertaining to Failed Transactions

In line with the guidelines issued by RBI from time to time with regard to Harmonization and Compensation for failed transactions using authorized payment systems, the applicable TAT is to be maintained. (As per Annexure)

A ‘failed transaction’ is a transaction which has not been fully completed due to any reason not attributable to the customer such as failure in communication links, time-out of sessions, etc. Failed transactions shall also include the credits which could not be effected to the beneficiary account on account of lack of full information or lack of proper information and delay in initiating a reversal transaction.

Section 9 - Review

This policy will be reviewed annually by the Board, or as and when required, including in cases of any changes in the regulatory provisions, as prescribed by the regulator, or as per applicable laws.

Annexure