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

  • To hold securities of investors in dematerialised 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

 

NSDL Site : [https://nsdl.co.in/dpsch.php]

 

CDSL Site : [https://www.cdslindia.com/DP/dplist.aspx]

 

4. Description of services provided by the Depository through Depository Participants (DP) to investors

 

Sr. no.Brief about the Activity / ServiceExpected 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 / 7 days
Restatementisation of Mutual fund units
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, and internet based services etc. in addition to their core services and these include

 

Sr. no.Type of Activity /ServiceBrief about the Activity / Service

1.

Value Added Services

Depositories also provide value added services such as

 Basic Services Demat Account(BSDA)

 Transposition cum dematerialization

 Linkages with Clearing System

 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:

 E-account opening

 Online instructions for execution

 e-DIS / Demat Gateway

 e-CAS facility

 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 (a web based centralized grievance redressal system of SEBI) [https://www.scores.gov.in/scores/Welcome.html]
(ii) Respective Depository’s web portal dedicated for the filing of compliant
NSDL Site :
[https://www.epass.nsdl.com/complaints/websitecomplaints.aspx]
CDSL Site :
[https://www.cdslindia.com/Footer/grievances.aspx]
(iii) Emails to designated email IDs of Depository
NSDL Email-ID : [relations@nsdl.co.in]
CDSL Email-ID : [complaints@cdslindia.com]
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

 

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

 

Sr. No.Type of special circumstancesTimelines for the Activity/ Service

1

i) 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.

ii) 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

8. Rights of investors

9. Responsibilities of Investors

 

Format of Complaints against DPs to be displayed on their websites

 

A. Data for the Month ending Oct’22 -

 

SNoReceived fromPending at the end of the last monthReceived during the monthResolved during the month*Total Pending at the end of month **Complaints Pending > 1 monthAverage Resolution time^ (in days)
1 Directly from Investors 0 50 50 0 0 2 days
2 SEBI (SCORES) 1 6 6 1 0 5 Days
3 Stock Exchanges (if relevant) 0 0 0 0 0 0
4 Other Sources (if any) Depository 2 33 33 2 0 3 Days 
5 Grand Total 3 89 89 3  

 

B. Trend of Monthly disposal of complaints for the Financial Year-

 

SNoMonthCarried forward from previous monthReceived during the monthResolved during the month *Pending at the end of the month **
1 Apr-22 3 102 105 0
2 May-22 0 112 105 7
3 Jun-22 7 117 122 2
4 Jul-22 2 91 90 3
5 Aug-22 3 110 107 6
6 Sep-22 6 107 110 3

 

C. Trend of Annual (FY) disposal of complaints (For 3 years on rolling basis)-

 

SNoYearCarried forward from previous yearReceived during the yearResolved during the yearPending at the end of the year
1 2020-21 1 1004 1000 5
2 2021-22 5 1565 1567 3
3 2022-23 3 728 728 3
Grand Total 3297 3295 0

 

DateView/Download Form
OCT 2022 Click Here

 

INFORMATION CONTAINED IN LINKS TO THE INVESTOR CHARTER

 

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.

 

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

 

Linkages with Clearing System for actual delivery of securities to the clearing system from the selling brokers and delivery of securities from the clearing system to the buying broker.

 

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

 

Online instructions for execution : internet-enabled services like Speed-e (NSDL) & Easiest (CDSL) empower a demat account holder in managing his/her securities ‘anytime-anywhere’ in an efficient and convenient manner and submit instructions online without the need to use paper. These facilities 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 : 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. Depositories are adopting necessary risk containment measures in this regard.

 

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

 

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

 

Complaint Resolution process at Depositories:

 

Dos and Don’ts for Investor

 

Sl No.Guidance

1.

Always deal with a SEBI registered Depository Participant for opening a demat account. Read all the documents carefully before signing them.

2.

Register / update your email ID and mobile number in your demat account to regularly receive alerts from NSDL

3.

Do not share the OTP or password with anyone as these are meant exclusively for you

4.

Do not download unknown Apps on your phone / device. The unknown app may access your confidential data.

5.

Ensure to register the password of online platforms in a unique form. Please ensure that the password is complex and strong. Further, please ensure to change the password at regular intervals.

6.

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.

7.

Regularly monitor your NSDL-CAS statement received from NSDL through electronic or physical mode.

8.

In case you change any details in your demat account viz., address, bank details, mobile number or email ID etc, please ensure to receive Client Master List / Confirmation of updation from your Participant.

9.

Please ensure to monitor the alert viz., SMS / email received from NSDL with respect to debits or changes in the demographic details

10.

Please ensure safe keeping of Delivery Instructions Slips

11.

Please ensure to nominate in your demat account.

12.

For Investor Complaint/ Grievances, investors can contact at

a. SCORES (a web based centralized grievance redressal system of SEBI) :: SCORES ::

b. At NSDL https:

https://www.epass.nsdl.com/complaints/websitecomplaints.aspx

c. Emails to designated email IDs of Depository

13.

To register for CDSL's internet based facility 'easi' to monitor your demat account yourself: Login to EasiEasiest (cdslindia.com)

14.

Register for CDSL's SMS Alert facility - SMART and obtain alerts for any debits in your demat account

15.

CDSL sends alerts to investors on their registered mobile number through SMS and e[1]mail for any modification done in their master details, debit in demat account, pledge creation, change in nominee etc.

16.

Pay attention to SMS’s and emails regularly sent by CDSL. If you receive an SMS for a transaction not executed by you, inform your DP/CDSL immediately

17.

Inform your DP of 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.

18.

Protect your login details and do not share login credentials with anyone. Password should be unique. Keep strong and complex passwords and change the password at regular intervals.

19.

Do not share One Time Password (OTP) received from your DP/ CDSL. These are meant to be used by you only.

20.

Do not share login credentials of e-facilities provided by CDSL such as e-DIS, easiest etc. with anyone else.

21.

Do not download any unknown application on your phone / device. The application may access your confidential data secretly.

22.

Exercise the option to freeze the Demat account if not being used for long duration.

23.

Before granting Power of Attorney (PoA) to anyone, to operate your demat account, carefully examine the scope & implications of powers being granted.

24.

Ensure that, 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.

25.

Check your demat account statement on receipt. In case you notice any unauthorized debits or credits, contact your DP for clarification. If not resolved, you may lodge your complaint by visiting www.cdslindia.com > Post Your Grievances (https://www.cdslindia.com/Footer/grievances.aspx).

 

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.

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, 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.