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

(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 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, 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 (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 - https://www.cdslindia.com/Footer/grievances.aspx
(iii) Emails to designated email IDs of Depository – complaints@cdslindia.com
b. 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.

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 please refer to link9

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

*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
Grand Total 0 0 0 0