Investor Charter & Disclosure
Annexure-A
VISION
To follow highest standards of ethics, Efficient & investor friendly by providing safe, reliable, transparent and trusted record keeping platform for investors for trade in shares, hold and transfer securities in safe dematerialised form.
MISSION
i) To provide high quality and dependable service through innovation, capacity enhancement and use of technology.
ii) To establish and maintain a relationship of trust and ethics with the investors.
iii) To observe highest standard of compliances and transparency.
iv) To provide highest standards of investor education, investor awareness and timely services so as to enhance investor protection and create awareness about Investor rights.
V) To hold securities of investors in dematerialised form and facilitate its transfer, while ensuring safekeeping of securities and protecting interest of investors.
VI) To provide timely and accurate information to investors with regard to their holding and transfer of securities held by them.
Details of business transacted by the Depository and Depository Participant (DP)
A Depository is an organization which holds securities of investors in electronic form. Depositories provide services to various market participants – Exchanges, Clearing Corporations, Depository Participants (DPs), Issuers and Investors in both primary as well as secondary markets. The depository carries out its activities through its agents which are known as Depository Participants (DP). Details available in the link https://nsdl.co.in/dpsch.php
Services provided to Investors
- Execution of trades on behalf of investors.
- Issuance of Contract Notes.
- Issuance of intimations regarding margin due payments.
- Facilitate execution of early pay-in obligation instructions.
- Settlement of client’s funds.
- Intimation of securities held in Client Unpaid Securities Account (CUSA) Account.
- Issuance of retention statement of funds.
- Risk management systems to mitigate operational and market risk.
- Facilitate client profile changes in the system as instructed by the client.
- Information sharing with the client w.r.t. exchange circulars.
- Redressal of Investor’s grievances.
Services provided by DP to Clients/Investors
Basic Services:
| Sr.No | Brief about activities | Expected timelines for process by DP after receipt of proper documents. |
| 1 | Dematerlization of securities | 7 days |
| 2 | Rematerlization of securities | 7 days |
| 3 | Mutual Fund Convertion/ Destatementization | 5 days |
| 4 | Re-convertion/Restatementisation of Mutual funds units | 7 days |
| 5 | Transmission of securities | 7 days |
| 6 | Registering pledge request | 15 days |
| 7 | Closure of demat account | 30 days |
| 8 | Settlement Instruction | Slip to accept up to 4 P.M. on T+1 day |
DP provides Special Service: – 1) Open Basic Services Demat Account (BSDA)
2) Transposition cum Dematerialization
3) Linkage with clearing system
4) Distribution of Cash & non-cash corporate benefits.
5) Issue of Consolidated Account Statement (CAS) (within 10 days if transaction in the previous month, otherwise on half yearly)
Various activities of Stock Brokers with timelines
| S.No.
|
Activities
|
Expected Timelines
|
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| 1 | KYC entered into KRA System and CKYCR
|
10 days of account opening
|
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| 2 | Client On boarding
|
Immediate, but not later than one week
|
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| 3 | Order execution
|
Immediate on receipt of order, but not later than the same day
|
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| 4 | Allocation of Unique Client Code
|
Before trading
|
||
| 5 | Copy of duly completed Client Registration Documents to clients
|
7 days from the date of upload of Unique Client Code to the Exchange by the trading member
|
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| 6 | Issuance of contract notes
|
24 hours of execution of trades
|
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| 7 | Collection of upfront margin from client
|
Before initiation of trade
|
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| 8 | Issuance of intimations regarding
other margin due payments |
At the end of the T day
|
||
| 9 | Settlement of client funds
|
30 days / 90 days for running account settlement (RAS) as per the preference of client.
If consent not given for RAS – within 24 hours of pay-out |
||
| 10 | Statement of Accounts’ for Funds, Securities and Commodities
|
|
||
| 11 | Issuance of retention statement of funds/commodities
|
5 days from the date of settlement
|
||
| 12 | Issuance of Annual Global
Statement |
30 days from the end of the financial year
|
||
| 13 | Investor grievances redressal
|
30 days from the receipt of the complaint
|
Details of Grievance Redressal Mechanism
Level 1 – Approach the Stock Broker/ Depository Participant at the designated Investor Grievance e-mail ID of the stock broker/Depository Participant. The Stock Broker/ Depository Participant will strive to redress the grievance immediately, but not later than 30 days of the receipt of the grievance.
Investor Complaint Grievances: Investor can lodge complaint/grievances the Depository/DP in the following ways.
- SCORES (a web based centralized grievance redressal system of SEBI) [https://www.scores.gov.in/scores/Welcome.html]
- Respective Depository’s web portal dedicated for the filing of compliant [https://www.epass.nsdl.com/complaints/websitecomplaints.aspx]
- Emails to designated email IDs of Depository
Level 2 – Approach the Stock Exchange/ Depository using the grievance mechanism mentioned at the website of the respective exchange/Depository.
Complaints Resolution Process at Stock Exchange explained graphically:
(II)Investor Grievance Redressal Committee of Depository:-
If no amicable resolution is arrived, then the Investor has the option to refer the complaint/ grievance to the Grievance Redressal Committee (GRC) of the Depository. Upon receipt of reference, the GRC will endeavor to resolve the complaint/ grievance by hearing the parties, and examining the necessary information and documents.
(iii)Arbitration Proceedings:
The Investor may also avail the arbitration mechanism set out in the Byelaws and Business Rules/Operating Instructions of the Depository in relation to any grievance, or dispute relating to depository services. The arbitration reference shall be concluded by way of issue of an arbitral award within 4 months from the date of appointment of arbitrator(s).
Timelines for complaint resolution process at Stock Exchanges against stock brokers
| S. No.
|
Type of Activity
|
Timelines for activity
|
||
| 1 | Receipt of Complaint
|
Day of complaint (C Day).
|
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| 2 | Additional information sought from the investor, if any, and provisionally forwarded to stock broker.
|
C + 7 Working days.
|
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| 3 | Registration of the complaint and forwarding to the stock broker
|
C+8 Working Days i.e. T day
|
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| 4 | Amicable Resolution
|
T+15 Working Days
|
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| 5 | Refer to Grievance Redressal
Committee (GRC), in case of no amicable resolution. |
T+16 Working Days.
|
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| 6 | Complete resolution process post GRC.
|
T + 30 Working Days.
|
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| 7 | In case where the GRC Member requires additional information, GRC order shall be completed within
|
T + 45 Working Days
|
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| 8 | Implementation of GRC Order
|
|
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| 9 | In case the stock broker is aggrieved by the GRC order, will provide intention to avail arbitration
|
Within 7 days from receipt of order
|
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| 10 | If intention from stock broker is received and the GRC order amount is up to Rs.20 lakhs
|
Investor is eligible for interim relief from Investor Protection Fund (IPF).The interim relief will be 50% of the GRC order amount or Rs.2 lakhs whichever is less. The same shall be provided after obtaining an Undertaking from the investor
|
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| 11 | Stock Broker shall file for arbitration
|
Within 6 months from the date of GRC recommendation
|
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| 12 | In case the stock broker does not file for arbitration within 6 months
|
The GRC order amount shall be released to the investor after adjusting the amount released as interim relief, if any. |
Handling of Investor’s claims / complaints in case of default of a Trading Member / Clearing Member (TM/CM)
Default of TM/CM
Following steps are carried out by Stock Exchange for benefit of investor, in case stock broker defaults:
- Circular is issued to inform about declaration of Stock Broker as Defaulter.
- Information of defaulter stock broker is disseminated on Stock Exchange website.
- Public Notice is issued informing declaration of a stock broker as defaulter and inviting claims within specified period.
- Intimation to clients of defaulter stock brokers via emails and SMS for facilitating lodging of claims within the specified period.
Following information is available on Stock Exchange website for information of investors:
- Norms for eligibility of claims for compensation from IPF.
- Claim form for lodging claim against defaulter stock broker.
- FAQ on processing of investors’ claims against Defaulter stock broker.
- Provision to check online status of client’s claim.
Guidance pertaining to special circumstances related to market activities: Termination of the Depository Participant
| Sr No. | Type of special circumstances | Timelines for the Activity/ Service |
| 1 | Depositories to terminate the participation in case a participant no longer meets the eligibility criteria and/or any other grounds as mentioned in the bye laws like suspension of trading member by the Stock Exchanges. Participant surrenders the participation by its own wish |
Client will have a right to transfer all its securities to any other Participant of its choice without any charges for the transfer within 30 days from the date of intimation by way of letter/email. |
DOs and DON’Ts for Investors
| DOs
|
DON’Ts
|
| 1. Read all documents and conditions being agreed before signing the account opening form. | 1. Do not deal with unregistered stock broker. |
| 2. Receive a copy of KYC, copy of account opening documents and Unique Client Code. | 2. Do not forget to strike off blanks in your account opening and KYC. |
| 3. Read the product / operational framework / timelines related to various Trading and Clearing & Settlement processes. | 3. Do not submit an incomplete account opening and KYC form. |
| 4. Receive all information about brokerage, fees and other charges levied. | 4. Do not forget to inform any change in information linked to trading account and obtain confirmation of updating in the system. |
| 5. Register your mobile number and email ID in your trading, demat and bank accounts to get regular alerts on your transactions. | 5. Do not transfer funds, for the purposes of trading to anyone other than a stock broker. No payment should be made in name of employee of stock broker. |
| 6. If executed, receive a copy of Power of Attorney. However, Power of Attorney is not a mandatory requirement as per SEBI / Stock Exchanges. Before granting Power of Attorney, carefully examine the scope and implications of powers being granted. | 6. Do not ignore any emails / SMSs received with regards to trades done, from the Stock Exchange and raise a concern, if discrepancy is observed. |
| 7. Receive contract notes for trades executed, showing transaction price, brokerage, GST and STT etc. as applicable, separately, within 24 hours of execution of trades. | 7. Do not opt for digital contracts, if not familiar with computers. |
| 8. Receive funds and securities / commodities on time within 24 hours from pay-out. | 8. Do not share trading password. |
| 9. Verify details of trades, contract notes and statement of account and approach relevant authority for any discrepancies. Verify trade details on the Exchange websites from the trade verification facility provided by the Exchanges. | 9. Do not fall prey to fixed / guaranteed returns schemes. |
| 10. Receive statement of accounts periodically. If opted for running account settlement, account has to be settled by the stock broker as per the option given by the client (30 or 90 days). | 10. Do not fall prey to fraudsters sending emails and SMSs luring to trade in stocks / securities promising huge profits. |
| 11. In case of any grievances, approach stock broker or Stock Exchange or SEBI for getting the same resolved within prescribed timelines. | 11. Do not follow herd mentality for investments. Seek expert and professional advice for your investments. |
| 12. Inform any change in Personnel information like Bank details, Email Id, mobile no to broker/participant for updating in your account. | |
| 13. Do not share your password of your online trading and demat account with anyone. | |
| 14. Appoint a nominee to facilitate your heirs in obtaining the securities in your demat account, on completion of necessary procedures. |
Rights of Investors
- Ask for and receive information from a firm about the work history and background of the person handling your account, as well as information about the firm itself.
- Receive complete information about the risks, obligations, and costs of any investment before investing.
- Receive recommendations consistent with your financial needs and investment objectives.
- Receive a copy of all completed account forms and agreements.
- Receive account statements that are accurate and understandable.
- Understand the terms and conditions of transactions you undertake.
- Access your funds in a timely manner and receive information about any restrictions or limitations on access.
Receive complete information about maintenance or service charges, transaction or redemption fees, and penalties.
- Discuss your grievances with compliance officer of the firm and receive prompt attention to and fair consideration of your concerns.
Responsibilities of Investors:-
- Deal with a SEBI registered DP & Trading Member for opening demat & trading account, KYC and Depository activities.
- Provide complete documents for account opening and KYC (Know Your Client). Fill all the required details in Account Opening Form / KYC form in own handwriting and cancel out the blanks.
- Read all documents and conditions being agreed before signing the account opening form.
- Accept the Delivery Instruction Slip (DIS) book from DP only (pre-printed with a serial number along with client ID) and keep it in safe custody and do not sign or issue blank or partially filled DIS.
- Always mention the details like ISIN, number of securities accurately.
- Inform any change in information linked to demat account and obtain confirmation of updation in the system.
- Regularly verify balances and demat statement and reconcile with trades / transactions.
- Appoint nominee(s) to facilitate heirs in obtaining the securities in their demat account.
- Do not fall prey to fraudsters sending emails and SMSs luring to trade in stocks / securities promising huge profits.
Investors Complaints data:-
| SN | Received from | Carried forward from previous month | Received during the month | Total pending | Resolved | Pending at the end of the month** | Average Resolution time (in days) | |
| Pending for less than 3 months | Pending for more than 3 months | |||||||
| 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | |
| 1 | Directly from Investors | NIL | NIL | NIL | NIL | NIL | NIL | |
| 2 | SEBI (SCORES) | NIL | NIL | NIL | NIL | NIL | NIL | |
| 3 | Depositories | NIL | NIL | NIL | NIL | NIL | NIL | |
| 4 | Other Sources (if any) | NIL | NIL | NIL | NIL | NIL | NIL | |
| 5 | Grand Total | NIL | NIL | NIL | NIL | NIL | NIL | |
Trend of monthly disposal of complaints:-
| SN | Month | Carried forward from previous month | Received | Resolved | Pending |
| 1 | 2 | 3 | 4 | 5 | 6 |
| 1 | April-2023 | NIL | NIL | NIL | NIL |
| 2 | May-2023 | NIL | NIL | NIL | NIL |
| 3 | June-2023 | NIL | NIL | NIL | NIL |
| 4 | July-2023 | NIL | NIL | NIL | NIL |
| 5 | August-2023 | NIL | NIL | NIL | NIL |
| 6 | September-2023 | NIL | NIL | NIL | NIL |
| 7 | October-2023 | NIL | NIL | NIL | NIL |
| 8 | November-2023 | NIL | NIL | NIL | NIL |
| 9 | December-2023 | NIL | NIL | NIL | NIL |
| 9 | January-2024 | NIL | NIL | NIL | NIL |
| 9 | February-2024 | NIL | NIL | NIL | NIL |
| 9 | March-2024 | NIL | NIL | NIL | NIL |
| Grand Total |
Trend of annual disposal of complaints
| SN | Year | Carried forward from previous year | Received during the year | Resolved during the year | Pending at the end of the year |
| 1 | 2017-18 | NIL | NIL | NIL | NIL |
| 2 | 2018-19 | NIL | NIL | NIL | NIL |
| 3 | 2019-20 | NIL | NIL | NIL | NIL |
| 4 | 2020-21 | NIL | NIL | NIL | NIL |
| 5 | 2021-22 | NIL | NIL | NIL | NIL |
| 6 | 2022-23 | NIL | NIL | NIL | NIL |
| 7 | 2023-24 | NIL | NIL | NIL | NIL |
| 7 | 2024-25 | NIL | NIL | NIL | NIL |
| Grand Total |