Investor

Investor Charter-Depository Participant

1.  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.

2.  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.

3.  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].

4.   Description  of   services   provided  by   the    Depository  through  Depository Participants (DPs) 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	For T+1 day settlements, Participants shall accept instructions from the Clients, in physical form up to 4 p.m. (in case of electronic instructions up to 6.00 p.m.) on T day for pay-in of securities. For T+0 day settlements, Participants shall accept EPI instructions from the clients, till 11:00 AM on T day. Note: ‘T’ refers ‘Trade Day’

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

Sr. no.	Type  of Activity /Service	Brief about the  Activity / Service
1.	Value Added  Services	Depositories    also    provide    value    added services such as   a.   Basic Services Demat  Account  (BSDA) b.   Transposition cum dematerialization c.   Linkages with Clearing System d. Distribution  of  cash and  non-cash corporate benefits (Bonus, Rights, IPOs etc.), stock lending, demat of NSC / KVP, demat of warehouse receipts etc.
2.	Consolidated                   Account statement (CAS)	CAS is issued 10 days from the  end  of the month (if there  were transactions in the previous month) or half yearly (if no transactions).
3.	Digitalization        of        services provided by the depositories	Depositories  offer  below  technology solutions and e-facilities to their demat account holders through  DPs: A.  E-account  opening. B.  Online  instructions  for  execution:   C.  e-DIS  / Demat  Gateway. D.  e-CAS  facility. E.  Miscellaneous  services.

5.  Details of Grievance Redressal Mechanism

(1) The Process of investor grievance redressal

1.	Investor     Complaint/ Grievances	Investor can lodge complaint/ grievance against the Depository/DP in the following ways: a. Electronic mode – (i) SCORES 2.0 (a web based centralized grievance redressal system of SEBI) [https://scores.sebi.gov.in/] Two Level Review for complaint/grievance against DP: – First review done by Designated Body – Second review done by SEBI (ii) Respective Depository’s web portal dedicated for the filing of compliant [https://www.cdslindia.com/Footer/grievances.aspx] (iii) Emails to designated email IDs of Depository [complaints@cdslindia.com] b. Offline mode The complaints/ grievances lodged directly with the Depository shall be resolved within 21 days.
2.	Online Dispute Resolution (ODR)	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]
3.	Steps to be followed in ODR for Review, Conciliation and Arbitration	– 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. -5The arbitration process to be concluded by arbitrator(s) within 30 days, which is extendable by 30 days.

(2) For the Multi-level complaint resolution mechanism available at the Depositories.

6.  Guidance pertaining to special circumstances related to market activities: Termination of the  Depository Participant

Sl 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.

7.   Dos and Don’ts for Investors.

Sr. No.	Guidance
i.	Always deal with a SEBI registered Depository Participant for opening a demat account.
ii.	Read all the documents carefully before signing them.
iii.	Before granting Power of attorney to operate your demat account to an intermediary like Stock Broker, Portfolio Management Services (PMS) etc., carefully examine the scope and implications of powers being granted.
iv.	Always make payments to registered intermediary using banking channels. No payment should be made in name of employee of intermediary.
v.	Accept the Delivery Instruction Slip (DIS) book from your DP only (pre-printed with a serial number along with your Client ID) and keep it in safe custody and do not sign or issue blank or partially filled DIS slips. Always mention the details like ISIN, number of securities accurately. In case of any queries, please contact your DP or broker and it should be signed by all demat account holders. Strike out any blank space on the slip and Cancellations or corrections on the DIS should be initialed or signed by all the account holder(s). Do not leave your instruction slip book with anyone else. Do not sign blank DIS as it is equivalent to a bearer cheque.
vi.	Inform any change in your Personal Information (for example address or Bank Account details, email ID, Mobile number) linked to your demat account in the prescribed format and obtain confirmation of updation in system
vii.	Mention your Mobile Number and email ID in account opening form to receive SMS alerts and regular updates directly from depository.
viii.	Always ensure that the mobile number and email ID linked to your demat account are the same as provided at the time of account opening/updation.
ix.	Do not share password of your online trading and demat account with anyone.
x.	Do not share One Time Password (OTP) received from banks, brokers, etc. These are meant to be used by you only.
xi.	Do not share login credentials of e-facilities provided by the depositories such as e-DIS/demat gateway, SPEED-e/easiest etc. with anyone else.
xii.	Demat is mandatory for any transfer of securities of Listed public limited companies.
xiii.	If you have any grievance in respect of your demat account, please write to designated email IDs of depositories or you may lodge the same with SEBI online at https://scores.sebi.gov.in
xiv.	Keep a record of documents signed, DIS issued and account statements received.
xv.	As Investors you are required to verify the transaction statement carefully for all debits and credits in your account. In case of any unauthorized debit or credit, inform the DP or your respective Depository.
xvi	Appoint a nominee to facilitate your heirs in obtaining the securities in your demat account, on completion of the necessary procedures.
xvii.	Register for Depository’s internet based facility or download mobile app of the depository to monitor your holdings.
xviii.	Ensure that, both, your holding and transaction statements are received periodically as instructed to your DP. You are entitled to receive a transaction statement every month if you have any transactions.
xix.	Do not follow herd mentality for investments. Seek expert and professional advice for your investments
xx.	Beware of assured/fixed returns.

8.  Rights of investors (https://investor.sebi.gov.in/Investor-charter.html).

i.	Receive a copy of KYC, copy of account opening documents.
ii.	No minimum balance is required to be maintained in a demat account.
iii.	No charges are payable for opening of demat accounts.
iv.	If executed, receive a copy of Power of Attorney. However, Power of Attorney is not a mandatory requirement as per SEBI / Stock Exchanges. You have the right to revoke any authorization given at any time.
v.	You can open more than one demat account in the same name with single DP/ multiple DPs.
vi.	Receive statement of accounts periodically. In case of any discrepancies in statements, take up the same with the DP immediately. If the DP does not respond, take up the matter with the Depositories.
vii.	Pledge and /or any other interest or encumbrance can be created on demat holdings.
viii.	Right to give standing instructions with regard to the crediting of securities in demat account.
ix.	Investor can exercise its right to freeze/defreeze his/her demat account or specific securities / specific quantity of securities in the account, maintained with the DP.
x.	In case of any grievances, Investor has right to approach Participant or Depository or SEBI for getting the same resolved within prescribed timelines.
xi.	Every eligible investor shareholder has a right to cast its vote on various resolutions proposed by the companies for which Depositories have developed an internet based ‘e-Voting’ platform.
xii.	Receive information about charges and fees. Any charges/tariff agreed upon shall not increase unless a notice in writing of not less than thirty days is given to the Investor.
xiii.	Right to indemnification for any loss caused due to the negligence of the Depository or the participant.
xiv.	Right to opt out of the Depository system in respect of any security.

9.  Responsibilities of Investors(https://investor.sebi.gov.in/Investor-charter.html).

i.	Deal with a SEBI registered DP for opening demat account, KYC and Depository activities.
ii.	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.
iii.	Read all documents and conditions being agreed before signing the account opening form.
iv.	Accept the Delivery Instruction Slip (DIS) book from DP only (preprinted 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.
v.	Always mention the details like ISIN, number of securities accurately.
vi.	Inform any change in information linked to demat account and obtain confirmation of updation in the system.
vii.	Regularly verify balances and demat statement and reconcile with trades / transactions.
viii.	Appoint nominee(s) to facilitate heirs in obtaining the securities in their demat account.
ix.	Do not fall prey to fraudsters sending emails and SMSs luring to trade in stocks / securities promising huge profits.

10. Code of Conduct for Depositories [link to be provided by the Depositories]
(Part D of Third Schedule of SEBI (D & P) regulations, 2018)

A Depository shall:

1. always abide by the provisions of the Act, Depositories Act, 1996, any Rules or Regulations framed there under, circulars, guidelines and any other directions issued by the Board from time to time.
2. adopt appropriate due diligence measures.
3. take effective measures to ensure implementation of proper risk management framework and good governance practices.
4. take appropriate measures towards investor protection and education of investors.
5. treat all its applicants/members in a fair and transparent manner.
6. promptly inform the Board of violations of the provisions of the Act, the Depositories Act, 1996, rules, regulations, circulars, guidelines or any other directions by any of its issuer or issuer’s agent.
7. take a proactive and responsible attitude towards safeguarding the interests of investors, integrity of depository’s systems and the securities market.
8. endeavor for introduction of best business practices amongst itself and its members.
9. act in utmost good faith and shall avoid conflict of interest in the conduct of its functions.
10. not indulge in unfair competition, which is likely to harm the interests of any other Depository, their participants or investors or is likely to place them in a disadvantageous position while competing for or executing any assignment.
11. segregate roles and responsibilities of key management personnel within the depository including
    • Clearly mapping legal and regulatory duties to the concerned position
    • Defining delegation of powers to each position
    • Assigning regulatory, risk management and compliance aspects to business and support teams
12. be responsible for the acts or omissions of its employees in respect of the conduct of its business.
13. monitor the compliance of the rules and regulations by the participants and shall further ensure that their conduct is in a manner that will safeguard the interest of investors and the securities market.

11. Code of Conduct for Participants [link to be provided by the Depositories]
(Part A of Third Schedule of SEBI (D & P) regulations, 2018)

1. A participant shall make all efforts to protect the interests of investors.
2. A participant shall always endeavour to—
   • render the best possible advice to the clients having regard to the client’s needs and the environments and his own professional skills;
   • ensure that all professional dealings are effected in a prompt, effective and efficient manner;
   • inquiries from investors are adequately dealt with;
   • grievances of investors are redressed without any delay.
3. A participant shall maintain high standards of integrity in all its dealings with its clients and other intermediaries, in the conduct of its business.
4. A participant shall be prompt and diligent in opening of a beneficial owner account, dispatch of the dematerialisation request form, rematerialisation request form and execution of debit instruction slip and in all the other activities undertaken by him on behalf of the beneficial owners.
5. A participant shall endeavour to resolve all the complaints against it or in respect of the activities carried out by it as quickly as possible, and not later than one month of receipt.
6. A participant shall not increase charges/fees for the services rendered without proper advance notice to the beneficial owners.
7. A participant shall not indulge in any unfair competition, which is likely to harm the interests of other participants or investors or is likely to place such other participants in a disadvantageous position while competing for or executing any assignment.
8. A participant shall not make any exaggerated statement whether oral or written to the clients either about its qualifications or capability to render certain services or about its achievements in regard to services rendered to other clients.
9. A participant shall not divulge to other clients, press or any other person any information about its clients which has come to its knowledge except with the approval/authorisation of the clients or when it is required to disclose the information under the requirements of any Act, Rules or Regulations.
10. A participant shall co-operate with the Board as and when required.
11. A participant shall maintain the required level of knowledge and competency and abide by the provisions of the Act, Rules, Regulations and circulars and directions issued by the Board. The participant shall also comply with the award of the Ombudsman passed under the Securities and Exchange Board of India (Ombudsman) Regulations, 2003.
12. A participant shall not make any untrue statement or suppress any material fact in any documents, reports, papers or information furnished to the Board.
13. A participant shall not neglect or fail or refuse to submit to the Board or other agencies with which it is registered, such books, documents, correspondence, and papers or any part thereof as may be demanded/requested from time to time.
14. A participant shall ensure that the Board is promptly informed about any action, legal proceedings, etc., initiated against it in respect of material breach or non- compliance by it, of any law, Rules, regulations, directions of the Board or of any other regulatory body.
15. A participant shall maintain proper inward system for all types of mail received in all forms.
16. A participant shall follow the maker—Checker concept in all of its activities to ensure the accuracy of the data and as a mechanism to check unauthorised transaction.
17. A participant shall take adequate and necessary steps to ensure that continuity in data and record keeping is maintained and that the data or records are not
    
    lost or destroyed. It shall also ensure that for electronic records and data, up- to-date back up is always available with it.
18. A participant shall provide adequate freedom and powers to its compliance officer for the effective discharge of his duties.
19. A participant shall ensure that it has satisfactory internal control procedures in place as well as adequate financial and operational capabilities which can be reasonably expected to take care of any losses arising due to theft, fraud and other dishonest acts, professional misconduct or omissions.
20. A participant shall be responsible for the acts or omissions of its employees and agents in respect of the conduct of its business.
21. A participant shall ensure that the senior management, particularly decision makers have access to all relevant information about the business on a timely basis.
22. A participant shall ensure that good corporate policies and corporate governance are in place.

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.

For reasons of convenience, the contents in main Charter and  this document have  been mapped with the same superscript.

Para 4 (2) of Investor Charter

Point 1: Value Added Services

A. 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. 50,000.  For value of holdings between Rs 50,001-  2,00,000, AMC not exceeding Rs 100 is chargeable. In case of debt  securities, there  are  no AMC charges for holding value upto Rs 1,00,000 and  a maximum of Rs 100 as AMC is chargeable for value of holdings between Rs 1,00,001 and  Rs 2,00,000.

B. 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.

C. 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.

Point 3: Digitization of services provided by the depositories

a.   E-account opening4: Account opening through  digital mode,  popularly known as “On-llne Account Opening”, wherein Investor Intendlng 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.

   b. Online  instructions  for  execution:  internet-enabled  services  like  Speed-e (NSDL) & Easiest (CDSL) empower a demat account holder in managing his/her securltles ‘anytime-anywhere’ In an efflclent and convenlent manner and submit instructions   online  without  the   need  to  use  paper. These  facilities  allows 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.

c. 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.

d. 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.

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

Para 5(1) of Investor Charter

Point 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.

Point 3(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).

Para 5(2) of Investor Charter

Complaint Resolution process at Depositories¹¹

Para 7 of Investor Charter

Dos and Don’ts for investor

Sl No.	Guidance
1.	Always  deal  with  a  SEBI  registered  Depository  Participant  for  opening  a demat account.
2.	Read all the documents carefully before signing them.
3.	Before  granting  Power   of  attorney to  operate your  demat  account to  an intermediary like Stockbroker, Portfolio Management Services (PMS)  etc., carefully examine the scope and implications of powers being granted.
4.	Always  make  payments to registered  intermediary  using  banking channels. No payment should be made in name of employee of intermediary.
5.	Accept the Delivery Instruction Slip (DIS) book from your DP only (pre-printed with a serial number along with your Client ID) and keep  it in safe custody and do not sign or issue blank or partially filled DIS slips.     Always mention the details like ISIN, number of securities accurately. In case of any queries, please contact your DP or broker  and  it should be signed by all demat account holders.     Strike out any blank space on the slip and Cancellations or corrections on the DIS should be initialed or signed by all the account holder(s). Do not leave your instruction slip book with anyone else. Do not sign blank DIS as it is equivalent to a bearer cheque.
6.	Inform any change in your Personal Information (for example address or Bank Account details, email ID, Mobile number) linked to your demat account in the prescribed format and obtain confirmation of updation in system
7.	Mention your Mobile Number  and email ID in account opening form to receive SMS alerts and regular updates directly from depository.
8.	Always  ensure that  the  mobile  number and  email  ID linked  to your  demat account are the same as provided at the time of account opening/updation.
9.	Do not share password of your online trading and demat account with anyone.
10.	Do not share One  Time Password (OTP) received from banks, brokers, etc. These are meant to be used by you only.
11.	Do not share login credentials of e-facilities provided by the depositories such as e-DIS/demat gateway, SPEED-e/easiest etc. with anyone else.
12.	Demat   is  mandatory for any  transfer  of securities  of Listed  public  limited companies with few exceptions
13.	If you have  any grievance in respect of your demat account, please write to designated email IDs of depositories or you may  lodge the  same with SEBI online at https://scores.sebi.gov.in/
14.	Keep  a  record  of documents signed,  DIS  issued  and  account statements received.
15.	As Investors you are  required to verify the transaction statement carefully for all debits and  credits in your account. In case of any  unauthorized debit or credit, inform the DP or your respective Depository.
16.	Appoint a nominee to facilitate your heirs in obtaining the  securities in your demat account, on completion of the necessary procedures.
18.	Register for Depository’s internet-based facility or download mobile app of the depository to monitor your holdings.
17.	Do not follow herd mentality for investments. Seek expert and professional advice for your investments
19.	Ensure that, both, your holding and transaction statements are received periodically as instructed to your DP. You are entitled to receive a transaction statement every month if you have any transactions.
20.	Beware of assured/fixed returns.

Para 8 of Investor Charter

Rights of investors

• Receive a copy of KYC, copy of account opening documents.

• No minimum balance is required to be maintained in a demat account. No charges are payable for opening of demat accounts.

• If executed, receive a copy of Power  of Attorney. However,  Power  of Attorney is not a mandatory requirement as per SEBI / Stock Exchanges. You have  the right to revoke  any authorization given at any time.

•  You can  open  more  than  one  demat account in the  same name with single DP/multiple DPs.

• Receive  statement of  accounts  periodically.  In  case of  any  discrepancies  in statements, take up the same with the DP immediately. If the DP does not respond, take up the matter with the Depositories.

• Pledge  and  /or  any  other  interest  or  encumbrance can  be  created on  demat holdings.

• Right to give standing instructions with regard to the crediting of securities in demat account.

• Investor can exercise its right to freeze/defreeze his/her demat account or specific securities / specific quantity of securities in the account, maintained with the DP. In case of any grievances, Investor has right to approach Participant or Depository or SEBI for getting the same resolved within prescribed timelines.

• Every   eligible  investor  shareholder  has  a  right  to  cast  its  vote   on  various resolutions proposed by the companies for which Depositories have  developed an Internet based ‘e-Voting’ platform.

• Receive information about charges and fees. Any charges/tariff agreed upon shall not increase unless a notice in writing of not less than thirty days is given to the Investor.

Para 9 of Investor Charter

Responsibilities of Investors

• Deal with a SEBI registered DP for opening demat 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 (preprinted 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.

Investor Charter- Stock Brokers

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

1. To   provide   high   quality   and   dependable   service   through   innovation,   capacity enhancement and use of technology.
2. To establish and maintain a relationship of trust and ethics with the investors.
3. To observe highest standard of compliances and transparency.
4. To always keep ‘protection of Investors’ as goal while providing service.

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.

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.

Various activities of Stock Brokers with timelines

S. No.	Activities	Expected Timelines
1	KYC entered into KRA System and CKYCR	10 days of account opening
2	Client Onboarding	Immediate, but not later than one week
3	Order execution	Immediate on receipt of order, but not later than the same day
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
6	Issuance of contract notes	24 hours of execution of trades
7	Issuance of contract notes	24 hours of execution of trades
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	Weekly basis (Within four trading days of following week)
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

Dos and DON’Ts for Investors

Dos

DON’Ts

1.  Read all   documents and   conditions   being agreed before signing the account opening form.   2.  Receive a copy   of KYC, copy   of account opening documents and Unique Client Code.   3.  Read the product / operational framework / timelines related to various Trading and Clearing & Settlement processes.   4.  Receive all information about brokerage, fees and other charges levied.   5.  Register your mobile number and email ID in your trading, Demat and bank accounts to get regular alerts on your transactions.   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.   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.   8.  Receive funds and securities / commodities on time within 24 hours from pay-out.   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.   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).   11. In case of any grievances, approach stock broker or Stock Exchange or SEBI for getting the same resolved within prescribed timelines

1.  Do not deal with unregistered Stock broker. 2.  Do   not   forget to   strike off blanks in your account opening and KYC.   3. Do not submit an incomplete account opening and KYC form.     4. Do not forget to inform any change in information linked to trading account and obtain confirmation of updation in the system.   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.  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.  Do not opt for digital contracts, if not familiar with computers.   8. Do    not     share   trading password.       9.  Do not   fall   prey   to fixed   /Guaranteed returns schemes.         10. Do not fall prey to fraudsters sending emails and SMSs luring to trade in stocks / securities promising huge profits.   11. Do not follow herd mentality for investments. Seek expert and professional advice for your investments

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:

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).
2.	Additional information sought from the Investor, if    any, and    provisionally forwarded to stock broker.	C + 7 Working days.
3.	Registration   of   the   complaint   and forwarding to the stock broker.	C+8 Working Days i.e. T day.
4.	Amicable Resolution.	T+15 Working Days.
5.	Refer      to      Grievance      Redressal Committee   (GRC),   in   case of   no amicable resolution.	T+16 Working Days.
6.	Complete    resolution    process   post GRC.	T + 30 Working Days.
7.	In   case  where    the   GRC   Member requires  additional  information,  GRC Order shall be completed within.	T + 45 Working Days.
8.	Implementation of GRC Order.	On receipt of GRC  Order,  if the  order  is in Favour of the investor, debit the funds of the stock broker. Order for debit is issued immediately or as per the directions given in GRC order.
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
10.	If    intention   from   stock   broker    is received and the GRC order amount is upto 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.
11.	Stock Broker shall file for arbitration	Within  6  months  from  the  date   of  GRC recommendation
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 brokers.

• Provision to check online status of client claim.

Level    3 The 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.sebi.gov.in/

Investor Charter – Stock Exchanges

1. Vision statement for Investors
   Mission
   – To provide transparent, equitable and reliable markets with timely and accurate information dissemination for investors.
   – To provide the highest standards of investor education, investor awareness and investor protection and timely services.
   Vision
   To provide a safe, equitable, transparent, and trusted platform for investors to participate across asset classes with highest standards of integrity for investors.
2. Business transacted by the Exchange with investors:
   The Exchange facilitates various products for investors to participate across asset classes viz Equity, Commodities, Derivatives, Debt, Mutual Funds, Government securities etc. Details available on the link [Learn about the Product Segments offered by the official website of NSE India].
3. Services provided by the Exchanges to investors:
   Exchange provides various services to investors electronically through its online platform and physically through the dedicated common Investor Service Centers (ISC) set for this purpose. Details available on the link [Investor Charter (nseindia.com)]
4. Grievance redressal mechanism:
   1. Mode of filing the complaints – Complaints can be lodged on the Exchange in the following ways:
      • Through SCORES 2.0 (a web based centralized grievance redressal system of SEBI)[https://scores.sebi.gov.in/]

        Two Level Review:
        a. First review done by Exchange
        b. Second review done by SEBI

      • Respective Exchange’s web portal dedicated for the filing of compliant [NICE :: NSE’s Investor Centre (nseindia.com)]
      • Emails to designated email IDs of Exchange [ignse@nse.co.in]
      • Through SMARTODR (https://smartodr.in/login) dedicated for the filing of complaint.
   2. Regarding documents required for complaint resolution, please refer to link [INVESTOR SERVICE CELL (nseindia.com)].
   3. Process flow for Complaint Resolution Process through Scores 2.0

1	Online Dispute Resolution (ODR) platform for online Conciliation and Arbitration	If the Investor is not satisfied with the resolution provided by the Market Participants, then the Investor has the option to file the complaint/grievance on SMARTODR platform for its resolution through online conciliation or arbitration. [SMARTODR]
2	Steps to be followed in ODR for Review, Conciliation and Arbitration	– Investor to approach Market Participant for redressal of complaint – If investor is not satisfied with response of Market Participant, he/she has either of the following 2 options: May escalate the complaint on SEBI SCORES v2 portal. (In this scenario the above steps shall prevail) 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 to the matter shall be referred for conciliation. – During the conciliation process, the conciliator will endeavour for amicable settlement of the dispute within 21 days, which may be extended with 10 days by the conciliator with consent of the parties to dispute. – If the conciliation is unsuccessful, then the investor may request to refer the matter for arbitration. – The arbitration process to be concluded by arbitrator(s) within 30 days, which is extendable by 30 days with consent of the parties to dispute. – If the parties are not satisfied with the arbitration award, option to file u/s 34 of Arbitration and Conciliation Act, 1996

1. Investor has a Right to: [Investor Charter (nseindia.com)]
   • Get a copy of KYC and other documents executed.
   • Get Unique Client Code (UCC) allotted.
   • Place order on complying with the norms agreed to with the Trading Member (TM).
   • Get best price for trade execution.
   • Receive various SMS, emails and information from TMs regarding trade confirmations.
   • Get Contract notes for trades executed from the TM in the specified format given by the Exchange showing transaction price, brokerage,
   • GST and STT etc. as applicable, separately, within 24 hours of your trades.
   • Receive funds and securities/commodities on time within 24 hours from payout.
   • Receive statement of accounts from TM at least once in a quarter/month from your TM.
   • Settlement of accounts as per terms of agreement.
   • Get the details of Principal Officer/Compliance Officer of the TM.
   • Get information of all the businesses done by the TM.
   • Receive all benefits/material information declared for the investors by the Company.
   • Prompt services from the company such as transfers, dematerialization, Sub-divisions and consolidation of holdings in the company.
   • As an equity holder have a right to subscribe to further issue of capital by the Company.
   • Approach nearest Common Investor Service Centre’s for lodging a complaint.
   • Complaint and avail dispute resolution mechanism against TM or listed company.
   • Raise queries on excess brokerage and other charges charged by TMs.
   • File arbitration against TMs for disputes.
   • Challenge the arbitration award before court of law.
   • Privacy and Confidentiality.
   • Fair & True Advertisement – Potential Risks to be clarified.
   • Exit from financial product or service
   • Receive clear guidance and caution notice when dealing in Complex and High-Risk Financial Products and Services.
   • Provide feedback on the financial products and service used.
2. Investor obligations/ Responsibilities [link provided by stock exchanges]
   • Deal with a SEBI registered Stock Brokers and Depository Participants for opening trading account and demat account.
   • 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 for updation of KYC and obtain confirmation of updation in the system.
   • Regularly verify balances and transaction/ demat statement and reconcile with trades / transactions.
   • Appoint nominee(s) to facilitate heirs.
   • Do not fall prey to fraudsters sending emails and SMSs luring to trade in stocks / securities promising huge profits

6. Guidance pertaining to special circumstances related to market activities:
   Default of Trading Members (TMs)
   1. When a TMs defaults, the Exchange carries out the following steps for benefit of investor:
      • Dissemination on Exchange website with regard to default of the TM.
      • Issue of Public Notice informing declaration of default by a TM and inviting claims within specified period.
      • Intimation to clients of defaulter TMs via Emails and SMS for facilitating lodging of claims within specified period
   2. Following information made available on Exchange Website for information of Investors [link to be provided by the stock exchanges]:
      • Norms for eligibility of claims for compensation from IPF.
      • FAQ on processing of investors’ claims against defaulter TM.
      • Form for lodging claim against defaulter TM.
      • Standard Operating Procedure (SOP) for handling of Claims of Investors in the Cases of default by TMs
      • Provision to check online status of claims on Exchange Website.
      • Claim processing policy against Defaulter/Expelled TMs.
      • List of Defaulter/Expelled TMs and public notice issued
   3. Standard Operating Procedure (SOP) for Handling of Claims of Investors in the Cases of Default by TMs (excluding Commodity Derivatives Exchanges)

Sr. No.	Action	Timeline
1	Disablement of the TM	T day
2	Information to investors about disablement of the TM on website and through SMS and email	T+1 day
3	Pre-filled forms to be sent to clients providing information regarding balances with the TM (only in case of SOP trigger)	T+15 days
4	Claim lodgement Clients to fill the claim form and provide the supporting documents	T+75 days
5	Declaration of Default by the TM	T+120 days
6	Information to investors about default of TM on website, through SMS, email and newspapers.	Within 3 working days from the date of declaration of defaulter
7	Processing, auditing, and settlement of claims	Within 60 days of receipt of the claim form from the clients post declaration of default and T+135 days where prefilled forms are received.
8	Request for review of the claim by client	Within 90 days of receipt of intimation of the decision of the IPFT from the stock exchange
9	Processing, auditing, and settlement of review claims	Within 60 days of receipt of review application.
10	Request for 2nd review of the claim by client	Within 90 days of receipt of intimation of the decision of the IPFT from the stock exchange
11	Processing, auditing, and settlement of review claims	Within 60 days of receipt of review application.

Code of Conduct for Stock Exchanges [link to be provided by the Exchanges]
A Stock Exchange shall:
(a) always abide by the provisions of the Act, Securities and Exchange Board of India Act 1992, any Rules or Regulations framed thereunder, circulars, guidelines and any other directions issued by the Board from time to time.
(b) adopt appropriate due diligence measures.
(c) take effective measures to ensure implementation of proper risk management framework and good governance practices.
(d) take appropriate measures towards investor protection and education of investors.
(e) treat all its applicants or members in a fair and transparent manner.
(f) promptly inform the Board of violations of the provisions of the Act, Securities and Exchange Board of India Act 1992, rules, regulations, circulars, guidelines or any other directions by any of its members or issuer.
(g) take a proactive and responsible attitude towards safeguarding the interests of investors, integrity of stock exchange’s systems and the securities market.
(h) endeavor for introduction of best business practices amongst itself and its members.
(i) act in utmost good faith and shall avoid conflict of interest in the conduct of its functions.
(j) not indulge in unfair competition, which is likely to harm the interests of any other Exchange, their participants or investors or is likely to place them in a disadvantageous position while competing for or executing any assignment.
(k) segregate roles and responsibilities of key management personnel within the stock exchange including:
a. Clearly mapping legal and regulatory duties to the concerned position
b. Defining delegation of powers to each position
c. Assigning regulatory, risk management and compliance aspects to business and support teams
(l) be responsible for the acts or omissions of its employees in respect of the conduct of its business.
(m) monitor the compliance of the rules and regulations by the participants and shall further ensure that their conduct is in a manner that will safeguard the interest of investors and the securities market.

Escalation Matrix

Details of	Contact Person	Address	Contact No.	Email Id	Working Hours
Customer care	Rajiv Tayal	Office No. 6A, Max Towers, Sector-16B, Noida, Uttar Pradesh – 201301	0120-6294402	trading@pluswealth.net	Mon-Fri; 9:00 AM to 6:00 PM
Head of Customer care	Reshma Shakeel	Office No. 6A, Max Towers, Sector-16B, Noida, Uttar Pradesh – 201301	0120-6294425	dp@pluswealth.net	Mon-Fri; 9:00 AM to 6:00 PM
Compliance Officer	Komal Goyal	Office No. 6A, Max Towers, Sector-16B, Noida, Uttar Pradesh – 201301	0120-6294424	compliance@pluswealth.net	Mon-Fri; 9:00 AM to 6:00 PM
CEO	Gaurav Chhabra	Office No. 6A, Max Towers, Sector-16B, Noida, Uttar Pradesh – 201301	0120-6294400	grievance@pluswealth.com	Mon-Fri; 9:00 AM to 6:00 PM

In absence of response/complaint not addressed to your satisfaction, you may lodge a complaint with SEBI at https://scores.sebi.gov.in/ Exchange NSE at https://investorhelpline.nseindia.com/NICEPLUS/. BSE at https://bsecrs.bseindia.com/ecomplaint/frmInvestorHome.aspx MCX at https://www.mcxindia.com/Investor-Services MSEI at https://www.msei.in/Investors/Introduction CDSL at https://www.cdslindia.com/Footer/grievances.aspx Please quote your Service Ticket/Complaint Ref No. while raising your complaint at SEBI SCORES/Exchange portal.