tmw Customer Grievances Redressal Policy

tmw 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 Policy aims 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, tmw 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". tmw policy on grievance redressal follows the under noted principles;

  • Transparency at all times in the process.
  • A courteous and fair treatment to our customers at all times.
  • Free and easy approach by the users in case of any concerns.
  • A prompt and timely response towards all and any issues/concerns raised by the customers.
  • Customers are informed about the channels to escalate their complaints, concerns and grievances within tmw if they are not satisfied with the resolution of their complaints.
  • The tmw values each customer equally and will take care of all complaints efficiently and fairly.
  • All employees at tmw must work in good faith and without prejudice to the interests of the users.
  • The tmw constantly works towards achieving newer and smarter mechanisms to receive and redress customer grievances. The details of grievance redress mechanism are placed in the domain of public knowledge.
Escalation Matrix

FOR ALL SERVICE RELATED QUERY

Level 1:

For Service related issues a customer may Call us at customer care number: 75073 75073 between 7.00 A.M to 11.P.M (all days)

A specific complaint/ticket number shall be issued and the customer for future reference. The tmw team shall response within 48 hours

Level 2:

The customer may also write to us at cs@tmwpay.com, in case the issue stands unresolved.

Level 3:

The customer may escalate the issue to

Nodal Officer
The MobileWallet Private Limited
Equinox Buisness Park, Tower No. 3,
3rd Floor, BKC, LBS Marg, Kurla (West),
Mumbai – 400070
Email: nodalofficer@tmwpay.com

FOR COMPLAINTS AND CHARGEBACK RELATED ISSUES

Level 1:

The customer shall write to us at netsafe@tmwpay.com

Level 2:

The customer may escalate the issue to

Nodal Officer
The MobileWallet Private Limited
Equinox Buisness Park, Tower No. 3,
3rd Floor, BKC, LBS Marg, Kurla (West),
Mumbai – 400070
Email: nodalofficer@tmwpay.com

We recommend our customers to send us their query/grievance by logging through tmw 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;

  • First response to a user’s query/ concern -24 hrs
  • Follow-up queries -48 hrs
  • Escalated cases- 7 days
  • In all other cases- 15 days to 30 days (max)