Investor Charter For Depository Participant

Investor Charter For Depository Participant

Annexure – A

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 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.

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: CDSL :-

(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
1 Value Added Services
Depositories also provide value added services such as
a. Basic Services Demat Account (BSDA)1
b. Transposition cum dematerialization2
c. Linkages with Clearing System3
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 opening4
b. Online instructions for execution5
c. e-DIS / Demat Gateway6
d. e-CAS facility7
e. Miscellaneous services8
(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)
(ii) Respective Depository’s web portal dedicated for the filing of compliant -
(iii) Emails to designated email IDs of Depository –
b. Offline mode
For tracking of your grievance, we request you to submit the same online through the portal
The complaints/ grievances lodged directly with the Depository shall be resolved within 21 days.

2 Online Dispute Resolution (ODR) platform for online Conciliation and Arbitration 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.
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.
  • The arbitration process to be concluded by arbitrator(s) within 30 days, which is extendable by 30 days.
Sr.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.

Annexure – C- Investor Complaints Data

SN . Received from Carried forward from previous Month Received during the month Total Pending Resolved* Pending at the end of the month** Average Resolution time^ (in days)
Pending for less than 3 months Pending for more than 3 months
1 2 3 4 5 6 7 8
1 Directly from Investors 0 0 0 0 0 0
2 SEBI (SCORES) 0 0 0 0 0 0
3 Stock Exchange 0 0 0 0 0 0
4 Other Sources (if any) 0 0 0 0 0 0
5 Grand Total 0 0 0 0 0 0
SN . Month Carried Forward from previous month Received Resolved* Pending**
1 2 3 4 5 6
1 April-2021 0 0 0 0
2 May-2021 0 0 0 0
3 June-2021 0 0 0 0
4 July-2021 0 0 0 0
5 Aug-2021 0 0 0 0
6 Sep-2021 0 0 0 0
7 Oct-2021 0 0 0 0
8 Nov-2021 0 0 0 0
9 Dec-2021 0 0 0 0
10 Jan-2022 0 0 0 0
11 Feb-2022 0 0 0 0
12 Mar-2022 0 0 0 0
13 April-2022 0 0 0 0
14 May-2022 0 0 0 0
15 June-2022 0 0 0 0
16 July-2022 0 0 0 0
17 Aug-2022 0 0 0 0
18 Sep-2022 0 0 0 0
19 Oct-2022 0 0 0 0
20 Nov-2022 0 0 0 0
21 Dec-2022 0 0 0 0
22 Jan-2023 0 0 0 0
23 Feb-2023 0 0 0 0
24 Mar-2023 0 0 0 0
25 April-2023 0 0 0 0
26 May-2023 0 0 0 0
27 June-2023 0 0 0 0
28 July-2023 0 0 0 0
29 Aug-2023 0 0 0 0
30 Sep-2023 0 0 0 0
31 Oct-2023 0 0 0 0
32 Nov-2023 0 0 0 0
33 Dec-2023 0 0 0 0
34 Jan-2024 0 0 0 0
35 Feb-2024 0 0 0 0
36 Mar-2024 0 0 0 0
37 Apr-2024 0 0 0 0
38 May-2024 0 0 0 0

*Should include complaints of previous months resolved in the current month, if any.
**Should include total complaints pending as on the last day of the month, if any.
^Average resolution time is the sum total of time taken to resolve each complaint in the current month divided by total number of complaints resolved in the current month.

SN . Year Carried forward from previous Received during the year Resolved during the year Pending at the end of year
1 2017-18 0 0 0 0
2 2018-19 0 0 0 0
3 2019-20 0 0 0 0
4 2020-21 0 0 0 0
5 2021-22 0 0 0 0
6 2022-23 0 0 0 0
7 2023-24 0 0 0 0
Grand Total 0 0 0 0

Disclaimer: Investment in securities market are subject to market risks, please read all the related documents carefully before investing


Update your Mobile Number and E-mail IDs with your Stock Broker: “Prevent unauthorized transaction in your Trading/Demat account. Update your Mobile Numbers/Email Ids with your Stock Brokers/Depository Participant. Receive information/alerts of your transaction (Trading A/c) directly from Exchange at the end of the day & Demat Transaction for all debit and other important in your demat A/c directly from CDSL on the same day on your Registered mobile/email.

About CAS facility: For the benefit of the investors SEBI directed Depositories to send the Consolidated Account Statement (CAS) for the investment of an investor in Mutual Funds (MF) and Securities held in Demat form with Depositories. In case the client do not desire to receive CAS then they can opt out of the facility by submitting a request letter to the DP duly signed by all the holders stating that they do not wish to receive CAS as per guidelines prescribed by SEBI in communiqué no. 4816 and 4900

KYC is one time exercise: "KYC is one time exercise while dealing in securities markets - once KYC is done through a SEBI registered intermediary (broker, DP, Mutual Fund etc.),you need not undergo the same process again when you approach another intermediary."

Old DIS Booklet Phased out: DIS issued prior to 07-Jan- 2014 Phased out w.e.f. 06-Jan-2016 for Demat Transactions, Kindly contact your DP to receive New DIS to further transaction.

ASBA mandatory after January 1, 2016: "No need to issue cheques by investors while subscribing to IPO. Just write the bank account number and sign in the application form to authorise your bank to make payment in case of allotment. No worries for refund as the money remains in investor's account."

Pledge/Block Mechanism: Stock Brokers can accept securities as margin from clients only by way of pledge/block mechanism in the depository system w.e.f. September 01, 2020.

OTP directly from Depository: Update your email id and mobile number with your stock broker / depository participant and receive OTP directly from depository on your email id and/or mobile number to create pledge.

FAQ: Investors may please refer to the Exchange's Frequently Asked Questions (FAQs) issued vide circular reference NSE/INSP/45191 dated July 31, 2020 and NSE/INSP/45534 dated August 31, 2020 and other guidelines issued from time to time in this regard.

Margin: Pay 20% (or as per exchange) upfront margin of the transaction value to trade in cash market segment.

CAS: Check your securities / MF / bonds in the consolidated account statement issued by NSDL/CDSL every month.

ITORS: “The Stock Exchange, Mumbai is not in any manner answerable, responsible or liable to any person or persons for any acts of omission or commission, errors, mistakes and/or violation, actual or perceived, by us or our partners, agents, associates etc., of any of the Rules, Regulations, Bye-laws of the Stock Exchange, Mumbai, SEBI Act or any other laws in force from time to time. The Stock Exchange, Mumbai is not answerable, responsible or liable for any information on this Website or for any services rendered by our employees, our servants, and us.”

Beware of fixed / guaranteed / regular returns / capital protection schemes. Stock Brokers (Brokers/Members) or their authorized persons or any of their associates are not authorized to offer fixed / guaranteed / regular returns / capital protection on your investment or authorized to enter into any loan agreement with you to pay interest on the funds offered by you. Please note that in case of default of a member claim for funds or securities / commodities given to the Broker under any arrangement / agreement of indicative return will not be accepted by the relevant Committee of the Exchange as per the approved norms.

Do not keep funds idle with the Stock Broker. Please note that your Stock Broker has to return the credit balance lying with them, within three working days in case you have not done any transaction within last 30 calendar days. Please note that in case of default of a Member, claim for funds and securities/commodities, without any transaction on the Exchange will not be accepted by the relevant Committee of the Exchange as per the approved norms.

Check the frequency of accounts settlement opted for. If you have opted for running account, please ensure that your Stock Broker settles your account and, in any case, not later than once in 90 days (or 30 days if you have opted for 30 days settlement). In case of declaration of Member as defaulter, the claims of clients against such Defaulter Member would be subject to norms for eligibility of claims for compensation from Member funds / IPF to the clients of the Defaulter Member.

These norms are available on Exchange website at following link: Services/defaulters/sop-process-faqs-for-handling-of-claims-of-investors-of-defaulter-member

Stock Brokers are not permitted to accept transfer of securities as margin. Securities offered as margin / collateral MUST remain in the account of the client and can be pledged to the broker only by way of ‘margin pledge’, created in the Depository system. Clients are not permitted to place any securities with the Broker or associate of the Broker or authorized person of the Broker for any reason. Broker can take securities belonging to clients only for settlement of securities sold by the client.

Always keep your contact details, viz. mobile number / email ID updated with the Broker. Email and mobile number is mandatory and you must provide the same to your Broker for updation in Exchange records. You must immediately take up the matter with Broker / Exchange if you are not receiving the messages from Exchange / Depositories regularly.

Don't ignore any emails / SMSs received from the Exchange for trades done by you. Verify the same with the contract notes / statement of accounts received from your Stock Broker and report discrepancy, if any, to your Broker in writing immediately and if the Broker does not respond, please take this up with the Exchange/Depositories forthwith.

Check messages sent by Exchanges on a weekly basis regarding funds and securities balances reported by the Stock Broker, compare it with the weekly statement of account sent by Stock Broker and immediately raise a concern to the Exchange if you notice any discrepancy.

Please do not transfer funds, for the purposes of trading to anyone, including an authorized person or an associate of the Stock Broker, other than a SEBI registered Stock Broker.

Do not deal with unregistered intermediaries (who are not registered with SEBI/Exchanges).

.......... Issued in the interest of Investors

Investor Grievance:

In case of any grievances please write to: (for Trading) (For DP)

Information regarding SEBI Complaint Redress System (SCORES)
Filing of complaints on SCORES – Easy & Quick

  • Register on SCORES portal
  • Mandatory details for filing complaints on SCORES:
  • Name, PAN, Address, Mobile Number, Email ID
  • Benefits
    1. Effective communication
    2. Speedy redressed of the grievances