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NSDL_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 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 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

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 5 days
4 Re-conversion 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

Sr. No. Type of Activity / Service Brief about the Activity / Service
1 Value Added Services Depositories also provide value-added services such as:
2 Consolidated Account Statement (CAS) CAS is issued within 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 Depositories 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

Sr. No. Type of Activity / Service Brief about the Activity / Service
1 Investor Complaint/Grievances Investor can lodge complaints or grievances against the Depository/DP in the following ways:
  • a. Electronic mode:
  • b. Offline mode: [Download Form]

    Complaints/grievances lodged directly with the Depository shall be resolved within 21 days.
2 Online Dispute Resolution (ODR) platform for online Conciliation & Arbitration If the Investor is not satisfied with the resolution provided by DP or other Market Participants, they can file the complaint/grievance on the SMARTODR platform for resolution through online conciliation or arbitration. [https://smartodr.in/register]
3 Steps for ODR for Review, Conciliation & Arbitration
  • Investor approaches Market Participant for redressal of the complaint.
  • If an investor is not satisfied with the response of the Market Participant, he/she can escalate the complaint on the SEBI SCORES portal.
  • Alternatively, the investor may also file a complaint on the SMARTODR portal for its resolution through online conciliation and arbitration.
  • Upon receipt of the complaint on the SMARTODR portal, the relevant MII will review the matter and endeavor to resolve it 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 for conciliation.
  • During the conciliation process, the conciliator will endeavor for an amicable settlement of the dispute within 21 days, which may be extended by 10 days by the conciliator.
  • If the conciliation is unsuccessful, then the investor may request to refer the matter for arbitration.
  • The arbitration process is to be concluded by arbitrator(s) within 30 days, which is extendable by 30 days.

2) Illustration of New Grievance Redressal System: Click here for flow-chart of New Grievance Redressal System.

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

Sr. No. Type of Special Circumstances Timelines for the Activity/Service
1
  • Termination of Participation by Depositories: If a participant no longer meets the eligibility criteria or on other grounds mentioned in the bye-laws, such as suspension by the Stock Exchanges, the depository will terminate the participation.
  • Surrender of Participation by Participant: A participant may also choose to surrender its participation voluntarily.
 Clients have the right to transfer all their securities to any other Participant of their choice without any charges for the transfer within 30 days from the date of intimation by letter or email.

7. Dos and Don'ts for Investors

8. Rights of investors

9. Responsibilities of Investors

10. Code of conduct for Depositories (Part D Third Schedule of SEBI (D&P) Regulation, 2018)

11. Code of conduct for Participants (Part A Third Schedule of SEBI (D&P) Regulation, 2018)


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