Investor Charter

Vision

To follow highest standards of ethics and compliances while facilitating the trading by clients in securities in a fair and transparent manner, so as to contribute in creation of wealth for investors.

Mission

• To provide high quality and dependable service through innovation, capacity enhancement and use of technology.

• To establish and maintain a relationship of trust and ethics with the investors.

• To observe highest standard of compliances and transparency.

• To always keep 'protection of investors interest' as goal while providing service.

• To ensure confidentiality of information shared by investors unless such information is required to be provided in furtherance of discharging legal obligations or investors have provided specific consent to share such information.

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.

• Periodic Settlement of client’s funds.

• Issuance of retention statement of funds at the time of settlement.

• 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. relevant Market Infrastructure Institutions (MII) circulars.

• Provide a copy of Rights & Obligations document to the client.

• Communicating Most Important terms and Conditions (MITC) to the client.

• Redressal of Investor’s grievances.

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 (including website providing mandatory information).

• Receive complete information about the risks, obligations, and costs of any investment before investing.

• Receive a copy of all completed account forms and rights & obligation document.

• Receive a copy of ‘Most Important Terms & Conditions’ (MITC).

• 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 in form of tariff sheet.

• Discuss your grievances with compliance officer of the firm and receive prompt attention to and fair consideration of your concerns.

• Close your zero balance accounts online with minimal documentation.

• Get the copies of all policies (including Most Important Terms and Conditions) of the broker related to dealings of your account.

• Not be discriminated against in terms of services offered to equivalent clients.

• Get only those advertisement materials from the broker which adhere to Code of Advertisement norms in place.

• In case of broker defaults, be compensated from the Exchange Investor Protection Fund as per the norms in place.

• Trade in derivatives after submission of relevant financial documents to the broker subject to brokers’ adequate due diligence.

• Get warnings on the trading systems while placing orders in securities where surveillance measures are in place.

• Get access to products and services in a suitable manner even if differently abled.

• Get access to educational materials of the MIIs and brokers.

• Get access to all the exchanges of a particular segment you wish to deal with unless opted out specifically as per Broker norms.

• Deal with one or more stockbrokers of your choice without any compulsion of minimum business.

• Have access to the escalation matrix for communication with the broker.

• Not be bound by any clause prescribed by the Brokers which are contravening the Regulatory provisions.

Various activities of Stock Brokers with timelines

DOs and DON’Ts for Investors

Additionally, Investors may refer to Dos and Don’ts issued by MIIs on their respective websites from time to time.

Grievance Redressal Mechanism

Level 1 – Approach the Stock Broker at the designated Investor Grievance e-mail ID of the stock broker. The Stock Broker will strive to redress the grievance immediately, but not later than 30 days of the receipt of the grievance.

Level 2 – Approach the Stock Exchange using the grievance mechanism mentioned at the website of the respective exchange.

Complaints Resolution Process at Stock Exchange explained graphically

The process of investor grievance redressal is as follows:

Timelines for complaint resolution process at Stock Exchange against brokers

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 stockbroker 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.

• Standard Operating Procedure (SOP) for handling of Claims of Investors in the Cases of Default by Brokers.

• Claim processing policy against Defaulter/Expelled members.

• List of Defaulter/Expelled members and public notice issued.

Level 3 –he complaint not redressed at Stock Broker / Stock Exchange level, may be lodged with SEBI on SCORES (a web based centralized grievance redressal system of SEBI) @ https://scores.gov.in/scores/Welcome.html

INVESTOR CHARTER FOR DEPOSITORIES AND DEPOSITORY PARTICIPANTS

Vision

Towards making Indian Securities Market - Transparent, Efficient, & Investor friendly by providing safe, reliable, transparent and trusted record keeping platform for investors to hold and transfer securities in dematerialized form.

Mission

• To hold securities of investors in dematerialized form and facilitate its transfer, while ensuring safekeeping of securities and protecting interest of investors.

• To provide timely and accurate information to investors with regard to their holding and transfer of securities held by them.

• To provide the highest standards of investor education, investor awareness and timely services so as to enhance Investor Protection and create awareness about Investor Rights.

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 on the link.
https://www.cdslindia.com/DP/dplist.aspx

Description of services provided by the Depository through Depository Participants (DPs) to investors

1. Basic Services

2. Depositories provide special services like pledge, hypothecation, internet-based services etc. in addition to their core services and these include.

Details of Grievance Redressal Mechanism (DP)

The process of investor grievance redressal

For the Multi-level complaint resolution mechanism available at the Depositories, please refer to Link

Guidance pertaining to special circumstances related to Market activities: Termination of the Depository Participant

Dos and Don’ts for Investors

For Dos and Don’ts please refer to the Link

Rights of Investors

For rights, please refer to the Link

Responsibilities of Investors

For responsibilities, please refer to the Link

Annexure B – Information Contained in Links to the Investor Charter For Depositories and DPs

This document contains the contents pertaining to the qualifier “https://www.cdslindia.com/Investors/InvestorCharter.html” in the Investor Charter main document. The same is to be made available by the Depositories on their websites and web-links to the same is to be provided for incorporation in the Investor Charter.

Point No: 4 (2) of Investor Charter

Sub Point 1: Value Added Services

Basic Services Demat Account (BSDA): The facility of BSDA with limited services for eligible individuals was introduced with the objective of achieving wider financial inclusion and to encourage holding of demat accounts. No Annual Maintenance Charges (AMC) shall be levied, if the value of securities holding is upto Rs 4,00,000. For value of holdings more than Rs. 4,00,000 but upto Rs. 10,00,000, AMC not exceeding Rs 100 is chargeable.

TPIN Facility: Due to a change in regulation by CDSL, if you are a non-POA customer, you’ll now have to use the CDSL TPIN and OTP instead of your PIN and authorise the debit of securities from your demat account against a delivery sale transaction.

You would have received the CDSL TPIN to your registered mobile and email address (from [email protected]) with CDSL.

Transposition cum dematerialization: In case of transposition-cum dematerialisation, client can get securities dematerialised in the same account if the names appearing on the certificates match with the names in which the account has been opened but are in a different order. The same may be done by submitting the security certificates along with the Transposition Form and Demat Request Form.

Linkages with Clearing System: For actual delivery of securities to the clearing system from the selling brokers and delivery of securities from the clearing system to the buying broker.https://www.cdslindia.com/Investors/Investorcharter.html

Point No: 4 (2) of Investor Charter

Sub Point 3: Digitization of services provided by the depositories

E-account opening: Account opening through digital mode, popularly known as “On-line Account opening”, wherein investor intending to open the demat account can visit DP website, fill in the required information, submit the required documents, conduct video IPV and demat account gets opened without visiting DPs office.

Online instructions for execution: internet-enabled services like Speed-e (NSDL) & Easiest (CDSL) empower a demat account holder in managing his/her securities 'anytime-anywhere' in an efficient and convenient manner and submit instructions online without the need to use paper. These facilities allow Beneficial Owner (BO) to submit transfer instructions and pledge instructions including margin pledge from their demat account. The instruction facilities are also available on mobile applications through android, windows and IOS platforms.

e-DIS / Demat Gateway: Investors can give instructions for transfer of securities through e-DIS apart from physical DIS. Here, for on-market transfer of securities, investors need to provide settlement number along with the ISIN and quantity of securities being authorized for transfer. Client shall be required to authorize each e-DIS valid for a single settlement number / settlement date, by way of OTP and PIN/password, both generated at Depositories end. Necessary risk containment measures are being adopted by Depositories in this regard.

e-CAS facility: Consolidated Account Statements are available online and could also be accessed through mobile app to facilitate the investors to view their holdings in demat form.

Miscellaneous services: Transaction alerts through SMS, e-locker facilities, chatbots for instantaneously responding to investor queries etc. have also been developed.

Point No: 5 (1) of Investor Charter

Sub Point 2: Online Dispute Resolution (ODR) platform for online Conciliation and Arbitration

If the Investor is not satisfied with the resolution provided by DP or other Market Participants, then the Investor has the option to file the complaint/grievance on SMARTODR platform for its resolution through by online conciliation or arbitration.
https://smartodr.in/login

Sub Point 3: Arbitration Proceedings

• Investor to approach Market Participant for redressal of complaint.

• If investor is not satisfied with response of Market Participant, he/she can escalate the complaint on SEBI SCORES portal.

• Alternatively, the investor may also file a complaint on SMARTODR portal for its resolution through online conciliation and arbitration.

• Upon receipt of complaint on SMARTODR portal, the relevant MII will review the matter and endeavour to resolve the matter between the Market Participant and investor within 21 days.

• If the matter could not be amicably resolved, then the Investor may request the MII to refer the matter case for conciliation.

• During the conciliation process, the conciliator will endeavor for amicable settlement of the dispute within 21 days, which may be extended with 10 days by the conciliator.

• If the conciliation is unsuccessful, then the investor may request to refer the matter for arbitration.

Point No: 5 (2) of Investor Charter

Complaint Resolution process at Depositories

Point No: 7 of Investor Charter

DOs and Don’ts for Investor

Point No: 8 of Investor Charter

Rights of Investors https://www.cdslindia.com/Investors/Investorcharter.html

Point No: 9 of Investor Charter

Responsibilities of Investors
https://www.cdslindia.com/Investors/Investorcharter.html

Code of Conduct for Depositories

(Part D of Third Schedule of SEBI (D & P) regulations, 2018)

A Depository shall:

Code of Conduct for Participants

(Part A of Third Schedule of SEBI (D & P) regulations, 2018)

Investor Complaint Redressal Mechanism

Objective

We believe that Investor service is a vital element for sustained business growth and we want to ensure that our Investors receive exemplary service across different touch points. Prompt and efficient service is essential for retaining existing relationships and therefore Investor satisfaction becomes critical to us. This policy details grievance handling through a structured grievance redressal framework.

Policy

Where the Client has got any grievances, at branch level or HO level, he/she should first promptly notify the same to the Compliance Officer of our company in writing so as to reach our registered office or through email to our Investor Grievance Cell stating the nature and value (if any) of the grievance along with the relevant supporting documents. All the Grievances are time bound and the clients should strictly adhere to such limitation of time.

Compliance Officer: Mr. Deepakumar Neelakanda Pillai

Email ID: [email protected]

If not satisfied with the resolution of the Grievances, the client may approach the concerned Stock Exchange (s) at the following

After approaching us and the Exchanges, if client is not satisfied, he/she can lodge the grievances with SEBI at http://scores.gov.in.

Toll Free Helpline at 1800 22 7575 / 1800 266 7575.

Investor Grievance Reports

Stock BrokerDepository ParticipantResearch Analyst

Policy Review

This policy may be reviewed as and when there are any changes introduced by any statutory authority or as and when it is found necessary to change the policy due to business needs.