FAQ _ Robi Cash

[Utility (CWASA) Bill Payment Service]

Ver. 1.1
Robi Cash (Chittagong WASA bill payment):
1. What is “Robi Cash”?
“Robi Cash” means Utility bill Payment Service through Robi. It is a mobile wallet from which the agent
(have the robicash wallet) can pay customer’s utility bills. We are currently receiving BPDB bills in
Comilla, Rajshahi, Mymensingh, Sylhet & Rangpur Divisions agent points and from Bogra, Rajshahi,
Mymensingh, Comilla, Noakhali, Feni, Rangpur, Dinajpur, Sylhet & Moulavibazar WIC.

For WASA, we are collecting bills of Dhaka Metro, North & South (including Narayanganj) regions.

We have also started to purchase Train ticket through Robi cash from Dhaka metro, Chittagong Metro,
Rajshahi metro and Sylhet metro.

2. What are the areas covered & When started?

Under Chittagong Metro.

Area covered: Enayet bazar, Bagmoniram, Joynagar, Panchlaish, Baized bostami, Lalkhan bazar,
Rahmatgonj, Jamalkhan, Ghatforhadbeg, Dewan bazar, Chandanpura, Chawk bazar, Chktai/Chawk bazar,
Bandel, Patharghata, Korbanigonj, Feringee bazar, Anderkilla, Boxirhat, Alkaran, Sadarghat, Madarbari,
West madarbari, Patantooly, Dewan hat, Agrabad, Halishahar, Kabilladham, Pahartali, B.S.G., B.S.P. and
Government

2.1. Can I pay CWASA bill from WICs?

No, Customer can pay CWASA bills from Robicash agent points

3. What is “Robi Cash” virtual?

“Robi Cash” is a virtual cash in mobile phone (amount of e-money) which can only be used (pay to
purchase) through mobile phone for utility bill payment only.

4. From where can a customer get the “Robi Cash” balance?

The “Robi Cash” balance is available in all the “Robi Cash” logo signed points/POSs’ in Dhaka metro,
Dhaka North, Dhaka south, Chittagong metro, Chittagong north & south, Comilla, Rajshahi,
Mymensingh, Sylhet & Rangpur Divisions agent points & from Bogra, Rajshahi, Mymensingh, Comilla,
Noakhali, Feni, Rangpur, Dinajpur, Sylhet & Moulavibazar WIC.

5. Who can use/avail Robi Cash balance or wallet?

Subscribers, who have registered for “Robi Cash” account (currently available for Robi mobile phone
users only), can avail/use/carry “Robi Cash” balance or wallet in their mobile phones.

6. Customers/subscribers of which region/area can use/avail “Robi Cash” balance/wallet?

Any customer/client/subscriber (not applicable for Robi Uddokta/PCO) of Robi (irrespective of
locations) user can use/avail/carry “Robi Cash” balance/wallet in their mobile phone(s).

7. What kind of utility bills can be paid through “Robi Cash” service?
Through “Robi Cash” balance/wallet, the carrier (of “Robi Cash” balance/wallet) can pay CWASA
(chittagong WASA) bills from Chittagong Metro, North & South agent points.
8. How to load Robi Cash balance in mobile phone?
Any Robi subscribers/customers of Chittagong Metro, North & South region, who is registered with ‘Robi
Cash account’ can, go to ‘Robi Robi Cash’ logo signed retailers/points/POSs’ and pay the
retailer/points/POSs’ the amount of Robi Cash balance the subscriber(s) wants to purchase.
The POS/agent/point/retailer will load the desired Robi Cash balance into the customers’ mobile phone
through SMS.

Example – TK. 100 = Robi Cash 100

9. How to register for utility bill pay service?

The bills can be paid either through,
a) From Robi Cash logo signed points/POSs’/retailers/agents/respective WICs.
Or
b) Customer’s own mobile.

Registration:

Customers’ own mobile phones –

Firstly, customer needs to register for Robi Cash account to avail/carry Robi Cash balance/wallet in
his/her mobile phone.
Secondly, customer needs to register for the utility payment option so that s/he could pay the bills of
that particular organization.

From the Robi Cash logo signed points/POSs’/retailers/agents

In case of that, the retailer will take the ‘consumer number’ (from the bill) plus customers’ mobile phone
number (to tag) and register.

10. Do we need to register two times for utility bill payment?

No, only one registration is required for ‘Robi Cash’ services balance/wallet. From that wallet CWASA bill
can be paid.

Bill Payment:
11. How one can pay CWASA bill?
You can pay CWASA Bill in two ways:
a) From near ‘Robi Robi Cash’ signed POSs’.
b) Only Robi subscribers can pay the CWASA bill from his/her (Robi) mobile e-wallet.

12. How to pay CWASA bill from POSs’?

If you get the bill paper from CWASA, then go to nearby POS and pay the bill amount with service
charge. After the bill payment you will get notification SMS.
Save the Transaction ID or write it behind your bill paper from notification SMS.

13. Is there any service charge to pay CWASA bill(s)?

Yes, you need to pay service charge as per the BTRC guideline.

14. What will be the service charge for CWASA bill payment?
Bill Slab Service Charge
a. upto 400 taka : 5 Taka
b. 401 taka to 1500 taka : 10 Taka
c. 1501 taka to 5000 taka : 15 Taka
d. 5001 taka to more amount : 25 Taka
* For any bill payment & registration, normal SMS charge will be deducted from the customers talk time account.

Security issues:
15. If anyone forgets his/her, PIN of Robi Cash account
c) Customer should call at customer care/helpline number for instant support.
d) Customer care will verify him/her with some information that he/she provided during registration
(while registering for ‘Robi Cash’ account).
e) If verification is ‘OK’ then PIN will reset to xxxx but before doing any transaction customer must
change this PIN (given/reset from 018xxxxxxxx - helpline), otherwise he/she will not be able to do any
transaction.

16. If Mobile Phone is missing

a) Customer should go to ROBI’s customer care and do the requirements to block or/and reactive
his/her SIM card. Now, if the customer has reactivated his old number then s/he will find the Robi Cash
account active in his/her SIM card along with left over Robi Cash balance (if any).

17. Is there Any Document(s) sharing between POS/agents and Customers?

After pay the bill at POS ~ the agent will put a SEAL (contains the Transaction ID, mobile number through
which bill has been paid) on the consumer copy of the bill (along with a signature, date) and keep the
lower/bottom portion of the whole bill (in case of future reconciliation issue). The customer will keep
the consumer copy (which contains the SEAL from the POS agent).

18. Document(s) required for customers while paying bills from POS
For CWASA bill payment a consumer is required to give/show his/her ‘Bill number’ (written on top right
of the bill copy) + ‘mobile number’ whenever pay his/her bill from POS.
As CWASA bill number is unique & there is no registration required for CWASA bill payment. Consumer
will receive the payment confirmation SMS if he provide the MSISDN. So every single bill payment
he/she has to provide the mobile number.

19. Which medium for which users?

a) Only Robi subscribers/users can pay WASA bills from both their (Robi mobile phones) mobile phones,
from ‘Robi Robi Cash’ signed POSs’.
b) However, mobile phone users of other operators cannot pay their WASA bills from ‘Robi Cash’ signed
POSs’ but for to receive the Trx confirmation SMS s/he has to provide a Robi number where the sms will
delivery after the bill payment.

20. in order to lock the complaint, where s/he needs to contact?

Customer will call robi help line. Help line agents will deliver the required services.
Agent will call 8382 for their support.
21. What are the information required to log Complain:
When log a complaint please collect the required information as per below format:

sub-category Below information must be in collect

i) agent number (from where bill paid),
ii) Bill No,
iii) Bill paid date & Time,
Not Getting Confirmation
iv) Bill paid amount,
SMS
v) Transaction ID (if possible to provide),
vi) Text replied in USSD (accurate as is showing),
vii) Alternate contact number.
Payment not updated in i) agent number,
system ii) Bill No,
(if last month payment not iii) Bill paid date,
adjusted or current bill not iv) Bill paid amount,
updated in system) v) Transaction ID,
vi) Text replied in USSD (accurate as is showing),
(note applicable for CWASA) vii) Alternate contact number.
i) agent number,
ii) Bill No,
iii) Bill last date/ due date
Payment transaction failed
iv) Error text (accurate as is showing),
v) accurate timing of payment transaction failed,
vi) Alternate contact number.
i) Customer number who visited the agent place,
ii) agent number,
Agent Misbehave / Wrong iii) Bill No,
CWASA Bill
information /taken extra iii) Reason for visit.
Payment
charge iv) visit date & time,
v) reason : Agent Misbehave / Wrong information /taken extra charge,
v) Alternate contact number.
i) agent number,
ii) Agent address : shop name, address, area, Thana, District & region.
Fail to payment due to low Iii) Bill No,
balance /Small amount iv) visit date & time,
v) bill amount,
vi) Alternate contact number.
i) agent number,
Not getting commission ii) agent address : shop name, address, area, Thana, District & region.
(Robicash Agent) Iii) Distributor name (from which distributor agent purchase float)
iv) alternate contact number.
i) agent number,
ii) agent address : shop name, address, area, Thana, District & region.
Deny to pay bill (Robicash Iii) Bill No,
Agent) iv) visit date & time,
v) bill amount,
vi) Alternate contact number.
i) agent number,
ii) agent address : shop name, address, area, Thana, District & region.
Ambiguous Problem Iii) Bill ID,
iv) visit date & time,
v) bill amount,
 vi) alternate contact number.
vii) details of problem.
i) agent number,
ii) Bill No which one request for payment,
iii) Bill No which bill adjusted,
Bill paid to wrong A/C
iv) payment date & time,
number
v) bill amount,
vi) Transaction ID,
vii) Alternate contact number.

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