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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 dematerialized 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 Right

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 https://nsdl.co.in/dpsch.php

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

(1) Basic Services

(2) Depositories provide special services like pledge, hypothecation, internet based services etc. in addition to their core services and these include

Value added Services

Depositories also provide following value added services like -

Basic Service Demat Account (BSDA)
Transposition cum dematerialization
Linkages with Clearing System
Distribution of cash and non-cash corporate benefits (Bonus, Rights, IPOs, etc.)

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)

Digitalization of services provided by the depositories

Depositories offer below technology solutions and e-facilities to their demat account holders through DPs:

5. Details of Grievance Redressal Mechanism

The Process of investor grievance redressal

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) Respected Depository's web portal dedicated for filing of complaint

https://www.epass.nsdl.com/complaints/webs itecomplaints.aspx

(iii) Emails to designated email IDs of Depository

relations@nsdl.co.in

The complaints/ grievances lodged directly with the Depository shall be resolved within 30 days.

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

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 click here

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

7. Dos & Don'ts for investors

8. Rights of investors

9. Responsibilities of investors

Investor Complaints