INVESTOR CHARTER - DP

  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  https://www.cdslindia.com/DP/dplist.aspx

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

    (1) Basic Services

    Sr. NoBrief about the Activity / ServiceExpected Timelines for processing by the DP after receipt of proper documents
    1Dematerialization of securities7 days
    2Rematerialization of securities7 days
    3Mutual Fund Conversion / Destatementization5 days
    4Re-conversion / Restatementisation of Mutual fund units7 days
    5Transmission of securities7 days
    6Registering pledge request15 days
    7Closure of demat account30 days
    8Settlement 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, internetbased services etc. in addition to their core services and these include

    Sr. NoType of Activity /ServiceBrief about the Activity / Service
    1Value Added Services

    Depositories also provide value added services such as

    2Consolidated 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).
    3Digitalization of services provided by the depositoriesDepositories offer below technology solutions and e-facilities to their demat account holders through DPs:

  5. Details of Grievance Redressal Mechanism

    (1) The Process of investor grievance redressal

    1Investor Complaint/ Grievances

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

    Electronic mode-

    The complaints/ grievances lodged directly with the Depository shall be resolved within 21 days.

    2Online Dispute Resolution (ODR) platform for online Conciliation and ArbitrationIf 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.
    3Steps to be followed in ODR for Review, Conciliation and Arbitration

    • Investor to approach Market Participant for redressal of complaint

    • IIf 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.

    (2) For the Multi-level complaint resolution mechanism available at the Depositories https://www.indstocks.com/page/grievance-redressal-policy

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

    (1) The Process of investor grievance redressal

    Sr. NoType of special circumstancesTimelines 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.

  7. Dos and Dont's for Investors10
  8. Rights of investors11
  9. Responsibilities of Investors12

INFORMATION CONTAINED IN LINKS TO THE INVESTOR CHARTER

This document contains the contents in main Charter mapped with the same superscript.

Para 4 (2) of Investor Charter

Point 1: Value Added Services

  • 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.
  • 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 RequestForm.
  • 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 buyingbroker.

Point 3: Digitization of services provided by the depositories

  • E-account opening 4 : : Account opening through digital mode, popularly known as "On-line Account opening" whereinin investor intending to open 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 DPsoffice.
  • Online instructions for execution5: internet-enabled services like Speed-e (NSDL) & Easiest (CDSL) empower a demat account holder in managing his/her securities me- 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 the 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 adapted by Depositories in this regard.
  • e-CAS facility 7: 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 8: : 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)

If no amicable resolution is arrived, then the Investor has the option to refer the compliant/ 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)

The Investor may also avail the arbitration mechanism set out in 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 Depositories9

complaint Resolution process at Depositories

Toll Free helpline of depositories

NSDL-18001020990/1800224430

CDSL-1800-22-5533

Emails of depositories for grievances

relations@nsdl.co.in

complaints@cdslindia.com

Para 7 of Investor Charter

Dos and for Investor11

Sl No.Guidance
1Always deal with a SEBI registered Depository Participant for opening a demat account.
2Read all the documents carefully before signing them.
3Before 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.
4Always make payments to registered intermediary using banking channels. No payment should be made in name of employee of intermediary.
5

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 sign or 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 accountholders.

Strike out any blank space on the slip and Cancellations or corrections on the DIS should be initialed or signed by all the accountholder(s).

Do not leave your instruction slip book with anyone else.

Do not sign blank DIS as it is equivalent to a bearer cheque.

6Inform 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
7Mention your Mobile Number and email ID in account opening form to receive SMS alerts and regular updates directly from depository.
8Always 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.
9Do not share password of your online trading and demat account with anyone.
10Do not share One Time Password (OTP) received from banks, brokers, etc. These are meant to be used by you only.
11Do not share login credentials of e-facilities provided by the depositories such as e-DIS/demat gateway, SPEED-e/easiest etc. with anyone else.
12Demat is mandatory for any transfer of securities of Listed public limited companies with few exceptions.
13If 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 https://scores.gov.in/scores/Welcome.html
14Keep a record of documents signed, DIS issued and account statements received.
15As 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.
16Appoint a nominee to facilitate your heirs in obtaining the securities in your demat account, on completion of the necessary procedures.
17Register for Depository's internet based facility or download mobile app of the depository to monitor your holdings.
18Ensure 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.
19Do not follow herd mentality for investments. Seek expert and professional advice for your investments
20Beware of assured/fixed returns.

Para 8 of Investor Charter

Rights of investors11

  • 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 anytime.
  • 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 - 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.
  • Right to indemnification for any loss caused due to the negligence of the Depository or the participant.
  • Right to opt out of the Depository system in respect of any security.

Para 9 of Investor Charter

Responsibilities of Investors12

  • 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.