Investor Charter



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.




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.

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 with timelines



Expected Timelines


KYC entered into KRA System and CKYCR

10 days of account opening


Client Onboarding

Immediate, but not later than one week


Order execution

Immediate on receipt of order, but not later 

than the same day


Allocation of Unique Client Code

Before trading


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



Issuance of contract notes

24 hours of execution of trades


Collection of upfront margin from client

Before initiation of trade


Issuance of intimations regarding other margin 

due payments

At the end of the T day


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


‘Statement of Accounts’ for Funds, Securities and 


Weekly basis (Within four trading days of 

following week)


Issuance of retention statement of funds/commodities

5 days from the date of settlement


Issuance of Annual Global Statement

30 days from the end of the financial year


Investor grievances redressal

30 days from the receipt of the complaint


 Dos and Don'ts 



Read all documents and conditions being agreed

 before signing the account opening form.


Receive a copy of KYC, copy of account opening

 documents and Unique Client Code.


Read the product / operational framework / 

timelines related to various Trading and 

Clearing & Settlement processes.


Receive all information about brokerage, fees 

and other

charges levied.


Register your mobile number and email ID in your

 trading, demat and bank accounts to get regular 

alerts on your transactions.


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.


Receive contract notes for trades executed, showing 

transaction price, brokerage, GST and STT etc. as applicable, separately, within 24 hours of execution of trades.


Receive funds and securities / commodities on time within 24 hours from pay-out.


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.


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).

In case of any grievances, approach stock broker or Stock Exchange or SEBI for getting the same resolved within prescribed timelines.


Do not deal with unregistered stock broker.


Do not forget to strike off blanks in your account 

opening and KYC.


Do not submit an incomplete account opening and KYC form


Do not forget to inform any change in information linked to  trading account and obtain confirmation of updation in the system.


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.


Do not ignore any emails / SMSs received with regards to trades done, from the Stock Exchange and raise a concern, if discrepancy is observed.


Do not opt for digital contracts, if not familiar with computers.


Do not share trading password.


Do not fall prey to fixed / guaranteed returns 



Do not fall prey to fraudsters sending emails and SMSs luring to trade in stocks / securities promising huge profits.


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


Receipt of Complaint

Day of complaint (C Day).


Additional information sought from the

investor,       if     any,      and      provisionally forwarded to stock broker.

C + 7 Working days.


Registration of the complaint and forwarding to the 

stock broker.

C+8 Working Days i.e. T day.


Amicable Resolution.

T+15 Working Days.


Refer          to        Grievance            Redressal

Committee (GRC), in case of no amicable resolution.

T+16 Working Days.


Complete        resolution       process        post GRC.

T + 30 Working Days.


In case where the GRC Member requires additional information, GRC order shall be completed within.

T + 45 Working Days.


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.


In case the stock broker is aggrieved by the GRC order, will provide intention to avail arbitration



Within 7 days from receipt of order




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.



Stock Broker shall file for arbitration

Within 6 months from the date of GRC recommendation



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)


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.


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) @


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.



  • 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 [].

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



  1. Basic Services




Brief about the Activity / Service

Expected Timelines for processing by the DP after receipt of proper documents


Dematerialization of securities

7 days


Rematerialization of securities

7 days


Mutual     Fund     Conversion               / Destatementization

5 days



Brief about the Activity / Service

Expected Timelines for processing by the DP after receipt of proper documents


Re-conversion                            /

Restatementisation of Mutual fund units

7 days


Transmission of securities

7 days


Registering pledge request

15 days


Closure of demat account

30 days


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


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




Type of Activity /Service

Brief about the Activity / Service


Value Added Services

Depositories also provide value added services such as


  1. Basic Services Demat Account (BSDA) [link to be provided by DPs]1
  1. Transposition cum dematerialization [link to be provided by DPs]2
  1. Linkages with Clearing System [link to be provided by DPs] 3
  1. Distribution    of    cash    and    non-cash corporate benefits (Bonus, Rights, IPOs

etc.), stock lending, demat of NSC / KVP, demat of warehouse receipts etc.


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).


Digitalization        of                            services provided by the depositories

Depositories offer below technology solutions and e-facilities to their demat account holders through DPs:



Type of Activity /Service

Brief about the Activity / Service



  1. E-account opening: Details available on the link [link to be provided by DPs]4
  2. Online instructions for execution: Details available on the link [link to be provided by DPs]5
  3. e-DIS / Demat Gateway: Details available on the link [link to be provided by DPs]6
  4. e-CAS facility: Details available on the link [link to be provided by DPs]7
  5. Miscellaneous services: Details available on the link [link to be provided by DPs]8


Details of Grievance Redressal Mechanism


  1. The Process of investor grievance redressal



Investor                  Complaint/ Grievances

Investor can lodge complaint/ grievance against the Depository/DP in the following ways:

  1. Electronic mode -
    1. SCORES (a web based centralized grievance redressal  system of SEBI) []
    2. RespectiveDepository’s web portal dedicated for the filing of compliant [ aspx]
    3. Emails to designated email IDs of Depository []
  2. Offline mode [details of link to the form to be provided by DPs]The complaints/ grievances lodged directly with the Depository shall be resolved within 30 days.


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 willendeavor to resolve the complaint/ grievance by





hearing the parties and examining the necessary information and documents.


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).


  1. For the Multi-level complaint resolution mechanism available at the Depositories please refer to link [link to be provided by DPs]9


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


  • Depositories to terminate the participation in case a participantno 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


For Do’s and Don’ts please refer to the link [link to be provided by the DPs]10


Rights of investors


For rights, please refer to the link [link to be provided by the DPs]11


Responsibilities of Investors

For responsibilities, please refer to the link [link to be provided by the DPs]1


This document contains the contents pertaining to the qualifier “[]” 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



  1.        Basic Services Demat Account (BSDA)1: 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.


  1. Transposition cum dematerialization2: 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.


  1. Linkages with Clearing System3 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



  • E-account opening4: 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 execution5: 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 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.


  • e-DIS / Demat Gateway:6 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 facility7: 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 services8: 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)9: 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)10:

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


Complaint Resolution process at Depositories


Para 7 of Investor Charter


Dos and Don’ts for Investor12


Sl No.



Always deal with a SEBI registered Depository Participant for opening a demat account.


Read all the documents carefully before signing them.


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.


Always make payments to registered intermediary using banking channels .No payment should be made in name of employee of intermediary.


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 signor 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.


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


Mention your Mobile Number and email ID in account opening form to receive SMS alerts and regular updates directly from depository.


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.


Do not share password of your online trading and demat account with anyone.






Do not share One Time Password (OTP) received from banks, brokers, etc.

These are meant to be used by you only.


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.


Demat is mandatory for any transfer of securities of Listed public limited companies with few exceptions.


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


Keep a record of documents signed, DIS issued and account statements received.


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.


Appoint a nominee to facilitate your heirs in obtaining the securities in your

demat account, on completion of the necessary procedures.


Register for Depository's internet-based facility or download mobile app of the depository to monitor your holdings.


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.


Do not follow herd mentality for investments. Seek expert and professional advice for your investments


Beware of assured/fixed returns.

Para 8 of Investor Charter

Rights of investors13

  • 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 Investors14

  • 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.

Investors Complaints DATA 

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