Grievance redressal.

Level 1 — support

Raise the issue with support first, quoting the transaction ID. Most questions — a disbursement not yet visible, a charge you did not expect, a receipt you cannot find — are answered at this level directly from the transaction record.

• Email: support@mos-world.com
• Phone: 022 4238 3838

Level 2 — grievance officer

If the Level 1 response does not resolve the matter, escalate to the grievance officer.

• Office: Grievance Officer, MOS Utility Limited
• Email: support@mos-world.com
• Phone: 022 4238 3838
• Address: 12th Floor, First Avenue Building, Goregaon–Mulund Link Road, Above Kia Motors, Malad West, Mumbai, Maharashtra 400064

The officer acknowledges the complaint in writing with a reference number, and that reference stays with the case until it is closed.

Level 3 — escalation

Payments are collected through a licensed payment gateway and disbursed through partner banks. Where a complaint concerns the gateway’s or a bank’s handling of a transaction, we identify the institution involved and the escalation route open to you, and share the transaction evidence needed to pursue it.

If you remain dissatisfied after the grievance officer’s final response, you may escalate to the applicable external authority: the Reserve Bank of India under the Integrated Ombudsman Scheme, 2021 — online at cms.rbi.org.in, by email to crpc@rbi.org.in, by post to the Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh 160017, or on the toll-free number 14448.

What to include

• Your agent code and agency name.
• The transaction ID, and the order ID or bank reference (RRN) if you have it.
• The date, the amount and the payment method used.
• What you expected to happen, and what happened instead.

With the transaction ID we can read the complete recorded history of that payment, including the exact reply the bank returned. Without it, resolution is slower.

Records we keep

Complaints are recorded against the transaction they concern. The underlying payment history is recorded in full, so the evidence used to answer a complaint is the same evidence that existed when the payment was made — it cannot be edited afterwards without the alteration being provable.

Questions about this document go to support@mos-world.com or 022 4238 3838. Postal address: 12th Floor, First Avenue Building, Goregaon–Mulund Link Road, Above Kia Motors, Malad West, Mumbai, Maharashtra 400064.