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 account2 working 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.

    4Lodging of Complaints relating to ODR Platform

    Investors may lodge complaints in respect of Online Dispute Resolution (“ODR”) Institutions, neutrals (conciliators/arbitrators), or proceedings conducted on the SMART ODR Portal, at their convenience. Complaints can be submitted through written communication or by email, as detailed below:

    A. Conciliation Matters (including Conciliators and ODR Institutions)

    By Letter:

    Investor Grievance (IG) Department

    Central Depository Services (India) Limited (at registered office address)

    By Email:

    cdslig@cdslindia.com

    B. Arbitration Matters (including Arbitrators and ODR Institutions)

    By Letter:

    Legal Department

    Central Depository Services (India) Limited (at registered office address)

    By Email:

    cdsllegal@cdslindia.com

    odr.legal@cdslindia.com

    5Claim to be filed by Beneficial Owner:

    The Beneficial owner who suffered a loss due to the actions of Depository Participant (“DP”)/ Central Depository Services (India) Limited (“CDSL”) needs to file their claim with DP/ CDSL along with relevant documents including but not limited to:

    • Statement of claim
    • Details of estimated loss (including calculation) and supporting documents
    • FIR Copy (in case of alleged fraud and infidelity of employee)
    • Declaration stating that same relief has not been sought before any other fora

    The hard copy of the claim is to be addressed to the CDSL Legal Team at the registered office of the Company and the soft copy is to be submitted to the Email ID - claims@cdslindia.com.

    6Person with Disabilities (PwDs)

    Persons with Disabilities (PwDs), may lodge complaints/grievances against the Depository or Depository Participant (DP) through the following mechanisms:

    (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
  10. Code of Conduct for Depositories
  11. Code of Conduct for Participants