The MobileWallet Customer Grievances Redressal Policy

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The Mobile Wallet believes in providing excellent and transparent approach in customer service and support to sustain and achieve business growth. As a service provider industry, customer service and customer satisfaction are the prime concerns of TMW 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. Customer’s satisfaction is our main objective and we strive to build healthy customer relationship and deliver excellent service throughout.

Our Grievance Redressal Policyaims at minimizing instances of customer complaints and grievances through proper service delivery and prompt redressal of customer grievances.

As required under the applicable RBI Guidelines, The MobileWallet has developed a procedure for promptly attending to grievances of the customers in respect of various issues. This is done by setting up a "customer support" and a "grievance redressal mechanism". The Mobile Wallet’s policy on grievance redressal follows the under noted principles;

Process to handle Customer Grievances

For Recharge, Bill Payment and Bus Ticket Related Issues

Escalation Level 1:

Level 2:

Level 3:

If you are still not satisfied, please write to:
Grievance Officer
The MobileWallet Private Ltd.
Equinox Buisness Park, Tower No. 3,
3rd Floor, BKC, LBS Marg, Kurla (West),
Mumbai – 400070
For Shopping Related Issues

Level 1:

Level 2:

Level 3:

If you are still not satisfied, please write to:
Grievance Officer
The Mobile Wallet Private Ltd.
Equinox Business Park, Tower No. 3,
3rd Floor, BKC, Lbs Marg, Kurla ( West ),
Mumbai – 400070


For The Mobile Wallet Cash Wallet Related Issues

Level 2:

Level 2:

Level 3:

Write to:
Grievance Officer
The Mobile Wallet Private Ltd.
Equinox Buisness Park, Tower No. 3,
3rd Floor,Bkc,Lbs Marg, Kurla ( West ),
Mumbai – 400070
netsafe@themobilewallet.com

We recommend our customers to send us their query/grievance by logging through The Mobile Wallet account and using the ‘Help and Support’ section. It is also recommended that the customer writes complaint reference number provided by our customer care team in all further communication with us regarding a particular issue. This enables us to get more details about the customer and the query quickly and helps to resolve the query faster.


Estimated time taken to address your queries, concerns, complaints

Suitable timelines have been set for every complaint depending upon nature of queries and the investigations lead time which would be involved in resolving the same. Here are the estimated timelines at various levels of queries/escalations;



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