Investor Charter
1. 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.
2. Mission
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To provide high quality and dependable service through innovation, capacity enhancement and use of technology.
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To establish and maintain a relationship of trust and ethics with the investors.
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To observe highest standard of compliances and transparency.
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To always keep ‘protection of investors’ interest’ as goal while providing service.
3.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.
4. Description of services provided by the Depository through Depository Participants (DP) to investors
(1) Basic Services
| Sr no |
Brief about the Activity / Service |
Expected Timelines for processing by the DP after receipt of proper documents |
| 1 |
Dematerialization of securities |
7 days |
| 2 |
Rematerialization of securities |
7 days |
| 3 |
Mutual Fund Conversion / Destatementization |
5 days |
| 4 |
Re-conversion / Restatementisation of Mutual fund 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 |
Depositories to accept physical DIS for pay-in of securities upto 4 p.m and DIS in electronic form upto 6 p.m on T+1 day |
(2) Depositories provide special services like pledge, hypothecation, internet based services etc. in addition to their core services and these include
5. Details of Grievance Redressal Mechanism
(1) The Process of investor grievance redressal
| Sr. no. |
Type of Activity /Service |
Brief about the Activity / Service |
| 1 |
Investor Complaint/ Grievances |
Investor can lodge complaint/ grievance against the Depository/DP in the following ways:
a. Electronic mode -
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SCORES (a web based centralized grievance redressal system of SEBI) [https://www.scores.gov.in/scores/Welcome.html]
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Respective Depository’s web portal dedicated for the filing of compliant [https://www.epass.nsdl.com/complaints/websitecomplaints.aspx]
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Emails to designated email IDs of Depository [relations@nsdl.co.in]
The complaints/ grievances lodged directly with the Depository shall be resolved within 30 days.
|
| 2 |
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. |
| 2 |
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). |
(2) For the Multi-level complaint resolution mechanism available at the Depositories [link to be provided by the Participants]
E-Voting Login https://evoting.cdslindia.com/Evoting/EvotingLogin
6. 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. |
SEBI Circulation
| Sr no |
Received from |
Carried forward from previous month |
Received During this month |
Total Pending |
Resolved* |
Pending at the end of the month** |
Avarage 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 investor |
|
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|
|
|
|
| 2 |
SEBI (SCORES) |
|
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|
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| 3 |
Stock Exchanges |
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|
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| 4 |
Other Sources (if any) |
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| 5 |
Grand Total |
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Trend of monthly disposal of complaints
| Sr no |
Month |
Carried forward from previous month |
Received |
Resolved* |
Pending** |
| 1 |
2 |
3 |
4 |
5 |
6 |
| 1 |
April -YYYY |
|
|
|
|
| 2 |
May-YYYY |
|
|
|
|
| 3 |
June-YYYY |
|
|
|
|
| 4 |
July-YYYY |
|
|
|
|
|
.... |
|
|
|
|
|
..... |
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|
|
|
|
March-YYYY |
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Grand Total |
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*Should include complaints of previous months resolved in the current month, if any.
**Should include total complaints pending as on the last day of the month, if any.
^Average resolution time is the sum total of time taken to resolve each complaint in the current month divided by total number of complaints resolved in the current month.
Trend of annual disposal of complaints
| Sr no |
Year |
Carried forward from previous year |
Received during the year |
Resolved during the year |
Pending at the end of the year |
| 1 |
2017-18 |
|
|
|
|
| 2 |
2018-19 |
|
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|
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| 3 |
2019-20 |
|
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|
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| 4 |
2020-21 |
|
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|
2021-22 |
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|
Grand Total |
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|
Central Depository Services (India) Limited
| Sr no |
Received from |
Carried forward from previous month |
Received During this month |
Total Pending |
Resolved* |
Pending at the end of the month** |
Avarage 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 investor |
|
|
|
|
|
|
| 2 |
SEBI (SCORES) |
|
|
|
|
|
|
| 3 |
Depositories |
|
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|
|
|
|
| 4 |
Other Sources (if any) |
|
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|
|
| 5 |
Grand Total |
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|
|
Trend of monthly disposal of complaints
| Sr no |
Month |
Carried forward from previous month |
Received |
Resolved* |
Pending** |
| 1 |
2 |
3 |
4 |
5 |
6 |
| 1 |
April -YYYY |
|
|
|
|
| 2 |
May-YYYY |
|
|
|
|
| 3 |
June-YYYY |
|
|
|
|
| 4 |
July-YYYY |
|
|
|
|
|
.... |
|
|
|
|
|
..... |
|
|
|
|
|
March-YYYY |
|
|
|
|
|
Grand Total |
|
|
|
|
*Should include complaints of previous months resolved in the current month, if any.
**Should include total complaints pending as on the last day of the month, if any.
^Average resolution time is the sum total of time taken to resolve each complaint in the current month divided by total number of complaints resolved in the current month.
Trend of annual disposal of complaints
| Sr no |
Year |
Carried forward from previous year |
Received during the year |
Resolved during the year |
Pending at the end of the year |
| 1 |
2017-18 |
|
|
|
|
| 2 |
2018-19 |
|
|
|
|
| 3 |
2019-20 |
|
|
|
|
| 4 |
2020-21 |
|
|
|
|
|
2021-22 |
|
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|
|
|
Grand Total |
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