Investor Charter for Depositories and
Depository Participants Annexure-A

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

bullet To hold securities of investors in dematerialized form and facilitate its transfer, while ensuring safekeeping of securities and protecting interest of investors.

bullet To provide timely and accurate information to investors with regard to their holding and transfer of securities held by them.

bullet 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)

bullet 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

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

(1) Basic Services

Sl.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 up to 4 p.m. and DIS in electronic form up to 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

Sl.No Type of Activity/Service Brief about the Activity/Service
1. Value Added Services Depositories also provide value added services such as

a. Basic Services Demat Account (BSDA) open-a-basic-services-demat-account-bsda- with-fyers/

b. Transposition cum dematerialization sell-my-holdings-using-e-dis-17-1-2022 i-dematerialize-the-equity-share-certificates-in-fyers

c. Distribution of cash and non-cash corporate benefits (Bonus, Rights, IPOs etc.) 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 opening:

b. Online instructions for execution:

c. e-DIS/Demat Gateway:

d.e-CAS facility:

e. Miscellaneous services:
5. Details of Grievance Redressal Mechanism
(1) The Process of investor grievance redressal
Sl.No Type of Activity/Service Brief about the Activity/Service
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)

(ii) Respective Depository’s web portal dedicated for the filing of compliant.

(iii) Emails to designated email IDs of Depository [email protected]

b. Offline mode

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
Complaint resolution process at FYERS
steps Complaint lodged with FYERS through electronic mode or physical mode
No amicable resolution
steps Place before Grievance Redressal Committee (GRC)
Client not satisfied with GRC order
steps Refer to arbitration
steps Arbitration in clients favour
Client not satisfied with Arbitration award
steps Refer to Appellate arbitration
steps Award in client favour
Client not satisfied with Appellate award
steps U/s 34 before Court
Toll Free helpline of Depositotires
6. Guidance pertaining to special circumstances related to market activities: Termination of the Depository Participant
Sl.No Type of special circumstances Timelines for the Activity/Service
  • 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 Don’ts for Investors
For Do’s and Don’ts please refer to the link:
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8. Rights of investors
For rights, please refer to the link:
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9. Responsibilities of Investors
For responsibilities of Investors please refer to the link:
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Investor complain details

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