Investor Charter

Investor Charter

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

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

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

3. 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 [].

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 Depositories to accept physical DIS for pay-in of securities up to 4 p.m. and DIS in electronic form up to 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

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)
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
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.

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: The DP is not providing online services at the moment contact physically.

b. Online instructions for execution: The DP is not providing online services at the moment contact physically.

c. e-DIS / Demat Gateway: The DP is not providing online services at the moment contact physically.

d. e-CAS facility: The DP is not providing online services at the moment contact physically.

e. Miscellaneous services: The DP is not providing online services at the moment contact physically.

4. 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 (a web based centralized grievance redressal system of SEBI)[]

(ii) Respective Depository’s web portal dedicated for the filing of compliant []

(iii) Emails to designated email IDs of Depository

b. Offline mode [details of link to the form to be provided by DPs]  Click Here
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.
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).

(2) For the Multi-level complaint resolution mechanism available at the Depositories please refer to link - Click Here.

5. 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. 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.

2. 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.

6. Dos and Don’ts for Investors

For Do’s and Don’ts Click Here.

7. Rights of investors

For rights, Click Here.

8. Responsibilities of Investors

For responsibilities, Click Here.

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