Investor Charter.

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.

• 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.
• To ensure confidentiality of information shared by investors unless required to be provided to discharge legal obligations or with investor consent.

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.
• Periodic Settlement of client's funds.
• Issuance of retention statement of funds at the time of settlement.
• Risk management systems to mitigate operational and market risk.
• Facilitate client profile changes in the system.
• Information sharing with the client w.r.t. relevant MII circulars.
• Provide a copy of Rights & Obligations document.
• Communicating Most Important Terms and Conditions (MITC).
• Redressal of investor's grievances.

Rights of investors.

As an investor with a SEBI-registered stockbroker, you have the following rights:

• Ask for and receive information 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 a copy of all completed account forms and rights & obligation document.
• Receive a copy of "Most Important Terms & Conditions" (MITC).
• Receive account statements that are accurate and understandable.
• Understand the terms and conditions of transactions you undertake.
• Access your funds in a prescribed manner and receive information about any restrictions.
• Receive complete information about maintenance or service charges, transaction or redemption fees, and penalties in form of tariff sheet.
• Discuss grievances with compliance officer / compliance team / dedicated grievance redressal team.
• Close your zero-balance accounts online with minimal documentation.
• Get copies of all policies of the broker related to dealings of your account.
• Not be discriminated against in terms of services offered to equivalent clients.
• Get advertisement materials adhering to the Code of Advertisement.
• In case of broker default, be compensated from the Exchange Investor Protection Fund.
• Trade in derivatives after submission of relevant financial documents to the broker.
• Get warnings on trading systems while placing orders in surveillance-flagged securities.
• Get access to products and services in a suitable manner even if differently abled.
• Get access to educational materials of the MIIs and brokers.
• Get access to all the exchanges of a particular segment unless opted out.
• Deal with one or more stockbrokers of your choice without compulsion of minimum business.
• Have access to the escalation matrix for communication with the broker.
• Not be bound by any clause prescribed by brokers contravening regulatory provisions.

Activities & timelines.

Standard activities undertaken by stockbrokers as part of client servicing.

DOs and DON'Ts for investors.

Guidance to investors. Not exhaustive. Refer also to DOs and DON'Ts issued by the MIIs on their respective websites.

Grievance redressal mechanism.

The investor grievance redressal flow. See Escalation Matrix for designated contacts at each level.

Online Dispute Resolution (ODR).

If unsatisfied with resolution provided by the market participant, file on SMARTODR. Steps:

• Investor approaches the market participant for redressal.
• If unsatisfied, escalate on SCORES, or file on SMARTODR for conciliation / arbitration.
• On SMARTODR receipt, the relevant MII reviews and endeavours resolution within 21 days.
• If unresolved, matter referred for conciliation.
• Conciliator endeavours amicable settlement within 21 days, extendable by 10 days with consent.
• If conciliation fails, investor may request reference for arbitration.
• Arbitration concluded within 30 days, extendable by 30 days with consent.

Handling claims in case of default.

If a Trading Member or Clearing Member defaults, the Stock Exchange:

• Issues a circular declaring the stockbroker as defaulter.
• Disseminates information of the defaulter on its website.
• Issues public notice inviting claims within specified period.
• Sends emails / SMS to clients of the defaulter to facilitate claim lodging.

The Exchange website provides:

• Norms for IPF claim eligibility.
• Claim form for lodging claim against defaulter stockbroker.
• FAQ on claim processing.
• Online claim status check.
• SOP for handling investor claims in default cases.
• Claim processing policy against defaulter / expelled members.
• List of defaulter / expelled members and public notices.

Vision & mission.

Vision

Towards making the Indian Securities Market — transparent, efficient, and investor-friendly — by providing a safe, reliable, transparent and trusted record-keeping platform for investors to hold and transfer securities in dematerialised form.

Mission

• To hold securities of investors in dematerialised form and facilitate transfer, while ensuring safekeeping and protecting investor interests.
• To provide timely and accurate information to investors regarding their holdings and transfers.
• To provide highest standards of investor education, awareness and timely services.

DP services & timelines.

Description of basic depository services through DealDepot, with expected processing timelines after receipt of proper documents.

Rights of investors (demat).

As demat-account holder with a SEBI-registered DP, in addition to broker rights in §04:

• Receive a copy of KYC and all account-opening documents.
• Maintain a demat account with no minimum balance requirement.
• Open a demat account with no charge for account opening.
• Open multiple demat accounts in same name with single or multiple DPs.
• Receive a copy of any PoA granted. PoA is not mandatory. Right to revoke any authorisation at any time.
• Receive periodic statements of account; raise discrepancies with DP / depository immediately.
• Create pledge, hypothecation or any encumbrance on demat holdings.
• Give standing instructions for crediting securities to demat account.
• Freeze or de-freeze demat account, or specific securities or quantities.
• Approach DP, Depository or SEBI for grievance redressal within prescribed timelines.
• Cast votes via e-Voting on resolutions of investee companies.
• Receive complete information about charges. Tariff cannot increase without 30 days written notice.
• Indemnification for loss caused by negligence of depository or DP.
• Opt out of the depository system for any security.
• Receive transaction alerts directly from depository on registered email and mobile.

DOs and DON'Ts (demat).

Grievance & conciliation (DP).

The DP grievance flow mirrors the broker flow, with depository-specific entry at level 02.

Special case — termination of the DP

NSE investor advisories.

Three detailed NSE-issued advisories — DOs of investing, DON'Ts of investing, and grievance filing — are reproduced in full on the desktop version of this page. They are also available directly from NSE.

• NSE Investors Home
• NSE Investor Help (DOs / DON'Ts of investing)
• NSE — About Investor Grievances