Vision

Towards making the Indian Securities Market - Transparent, Efficient, & Investor friendly by providing a safe, reliable, transparent and trusted record-keeping platform for investors to hold and transfer securities in dematerialized form.

Mission

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

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

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

1. Basic Services

Brief about the Activity / Service	Expected Timelines for processing by the DP after receipt of proper documents
Dematerialization of securities	7 days
Rematerialization of securities	7 days
Mutual Fund Conversion / Destatementization	5 days
Re-conversion / Restatementisation of Mutual Fund units	7 days
Transmission of securities	7 days
Registering pledge request	15 days
Closure of demat account	30 days
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

Type of Activity / Service	Brief about the Activity / Service
Value Added Services	Depositories also provide value-added services such as: Basic Services Demat Account (BSDA) Transposition cum dematerialization Linkages with Clearing System Distribution of cash and non-cash corporate benefits (Bonus, Rights, IPOs, etc.), stock lending, demat of NSC / KVP, demat of warehouse receipts, 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: E-account opening: Details available on the link Online instructions for execution: Details available on the link e-DIS / Demat Gateway: Details available on the link e-CAS facility: Details available on the link Miscellaneous services: Details available on the link

Details of Grievance Redressal Mechanism

A. The Process of investor grievance redressal

Step	Details
1. Investor Complaint / Grievances	Investor can lodge complaints/grievances against the Depository/DP in the following ways: Electronic mode: (i) SCORES (A web-based centralized grievance redressal system of SEBI). (ii) Respective Depository’s web portal dedicated for filing complaints. (iii) Emails to designated email-IDs of Depository: complaints@cdslindia.com 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 reached, the Investor may refer the complaint/grievance to the Grievance Redressal Committee (GRC) of the Depository. 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. The arbitration reference shall be concluded with an arbitral award within 4 months from the date of appointment of the arbitrator(s).

B. For the Multi-level complaint resolution mechanism available at the Depositories please refer to the link

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

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.

DOs and DON’Ts for Investors

• Always deal with a SEBI registered Depository Participant for opening a demat account.
• Read all the documents carefully before signing them.
• Before granting Power of Attorney to operate your demat account to an intermediary like Stock Broker or Portfolio Management Services (PMS), carefully examine the scope and implications of the powers being granted.
• Always make payments to registered intermediaries using banking channels. No payment should be made in the name of an employee of an intermediary.
• Accept the Delivery Instruction Slip (DIS) book from your DP only (pre-printed with a serial number along with your Client ID) and keep it in safe custody. Do not sign or issue blank or partially filled DIS slips. Always mention details like ISIN, number of securities accurately.
  • In case of any queries, please contact your DP or broker and ensure it is signed by all demat account holders.
  • Strike out any blank space on the slip and initial or sign any corrections.
  • Do not leave your instruction slip book with anyone else.
  • Do not sign blank DIS as it is equivalent to a bearer cheque.
• Inform any change in your personal information (address, bank details, email ID, mobile number) linked to your demat account in the prescribed format and obtain confirmation of the update.
• Mention your mobile number and email ID in the account opening form to receive SMS alerts and regular updates directly from the depository.
• Always ensure that the mobile number and email ID linked to your demat account are the same as provided at the time of account opening/updation.
• Do not share the password of your online trading and demat account with anyone.
• Do not share One Time Password (OTP) received from banks, brokers, etc. These are meant for your use only.
• Do not share login credentials of e-facilities provided by the depositories such as e-DIS/demat gateway, SPEED-e/easiest, etc., with anyone else.
• Demat is mandatory for any transfer of securities of listed public limited companies.
• If you have any grievance regarding your demat account, write to the designated email IDs of depositories or lodge a complaint with SEBI online at https://scores.sebi.gov.in.
• Keep a record of documents signed, DIS issued, and account statements received.
• Verify your transaction statements carefully for all debits and credits in your account. In case of any unauthorized debit or credit, inform the DP or your respective depository.
• Appoint a nominee to facilitate your heirs in obtaining the securities in your demat account upon completion of the necessary procedures.
• Register for the Depository’s internet-based facility or download the depository’s mobile app to monitor your holdings.
• Ensure that you receive both your holding and transaction statements periodically as instructed to your DP. You are entitled to receive a transaction statement every month if you have any transactions.
• Do not follow herd mentality for investments. Seek expert and professional advice for your investments.
• Beware of assured/fixed returns.

Annexure B - INFORMATION CONTAINED IN LINKS TO THE INVESTOR CHARTER FOR DEPOSITORIES AND DPS

This document contains the contents pertaining to the qualifier Investor Charter main document . The same is to be made available by the Depositories on their websites, and web-links to the same are to be provided for incorporation in the Investor Charter.

For reasons of convenience, the contents in main Charter and this document have been mapped with the same superscript.

Para 4 (2) of Investor Charter

Point 1: Value Added Services

• Basic Services Demat Account (BSDA): The facility of BSDA with limited services for eligible individuals was introduced with the objective of achieving wider financial inclusion and to encourage holding of demat accounts. No Annual Maintenance Charges (AMC) shall be levied, if the value of securities holding is upto Rs. 50,000. For value of holdings between Rs 50,001- 2,00,000, AMC not exceeding Rs 100 is chargeable. In case of debt securities, there are no AMC charges for holding value upto Rs 1,00,000 and a maximum of Rs 100 as AMC is chargeable for value of holdings between Rs 1,00,001 and Rs 2,00,000.
• Transposition cum dematerialization: In case of transposition-cumdematerialisation, client can get securities dematerialised in the same account if the names appearing on the certificates match with the names in which the account has been opened but are in a different order. The same may be done by submitting the security certificates along with the Transposition Form and Demat Request Form.
• Linkages with Clearing System: for actual delivery of securities to the clearing system from the selling brokers and delivery of securities from the clearing system to the buying broker.

Point 2: Digitization of services provided by the depositories

• E-account opening:: Account opening through digital mode, popularly known as “On-line Account opening”, wherein investor intending to open the demat account can visit DP website, fill in the required information, submit the required documents, conduct video IPV and demat account gets opened without visiting DPs office.
• Online instructions for execution: internet-enabled services like Speed-e (NSDL) & Easiest (CDSL) empower a demat account holder in managing his/her securities ‘anytime-anywhere’ in an efficient and convenient manner and submit instructions online without the need to use paper. These facilities allows Beneficial Owner (BO) to submit transfer instructions and pledge instructions including margin pledge from their demat account. The instruction facilities are also available on mobile applications through android, windows and IOS platforms.
• e-DIS / Demat Gateway: Investors can give instructions for transfer of securities through e-DIS apart from physical DIS. Here, for on-market transfer of securities, investors need to provide settlement number along with the ISIN and quantity of securities being authorized for transfer. Client shall be required to authorize each e-DIS valid for a single settlement number / settlement date, by way of OTP and PIN/password, both generated at Depositories end. Necessary risk containment measures are being adopted by Depositories in this regard.
• e-CAS facility: Consolidated Account Statements are available online and could also be accessed through mobile app to facilitate the investors to view their holdings in demat form.
• Miscellaneous services: Transaction alerts through SMS, e-locker facilities, chatbots for instantaneously responding to investor queries etc. have also been developed.

Para 5 (1) of Investor Charter

Point 1 (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

Point 2 (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).

Para 6 Investor Charter

Rights of investors

• Receive a copy of KYC, copy of account opening documents
• No minimum balance is required to be maintained in a demat account.
• No charges are payable for opening of demat accounts.
• If executed, receive a copy of Power of Attorney. However, Power of Attorney is not a mandatory requirement as per SEBI / Stock Exchanges. You have the right to revoke any authorization given at any time.
• You can open more than one demat account in the same name with single DP/ multiple DPs.
• Receive statement of accounts periodically.
• In case of any discrepancies in statements, take up the same with the DP immediately. If the DP does not respond, take up the matter with the Depositories.
• Pledge and /or any other interest or encumbrance can be created on demat holdings.
• Right to give standing instructions with regard to the crediting of securities in demat account.
• Investor can exercise its right to freeze/defreeze his/her demat account or specific securities / specific quantity of securities in the account, maintained with the DP.
• In case of any grievances, Investor has right to approach Participant or Depository or SEBI for getting the same resolved within prescribed timelines.
• Every eligible investor shareholder has a right to cast its vote on various resolutions proposed by the companies for which Depositories have developed an internet based ‘e-Voting’ platform.

Para 7 Investor Charter

Responsibilities of Investors

• Deal with a SEBI registered DP for opening demat account, KYC and Depository activities.
• Provide complete documents for account opening and KYC (Know Your Client).
• Fill all the required details in Account Opening Form / KYC form in own handwriting and cancel out the blanks.
• Read all documents and conditions being agreed before signing the account opening form.
• Accept the Delivery Instruction Slip (DIS) book from DP only (preprinted with a serial number along with client ID) and keep it in safe custody and do not sign or issue blank or partially filled DIS.
• Always mention the details like ISIN, number of securities accurately.
• Inform any change in information linked to demat account and obtain confirmation of updation in the system.
• Regularly verify balances and demat statement and reconcile with trades / transactions.
• Appoint nominee(s) to facilitate heirs in obtaining the securities in their demat account.
• Do not fall prey to fraudsters sending emails and SMSs luring to trade in stocks / securities promising huge profits.

Code of Conduct

For Depositories For Participants Annexure C- Investor Complaints Data – Depository Participant (DP)

A Depository shall:

• always abide by the provisions of the Act, Depositories Act, 1996, any Rules or Regulations framed thereunder, circulars, guidelines and any other directions issued by the Board from time to time.
• adopt appropriate due diligence measures.
• take effective measures to ensure implementation of proper risk management framework and good governance practices.
• take appropriate measures towards investor protection and education of investors.
• treat all its applicants/members in a fair and transparent manner.
• promptly inform the Board of violations of the provisions of the Act, theDepositories Act, 1996, rules, regulations, circulars, guidelines or any other directions by any of its issuer or issuer’s agent.
• take a proactive and responsible attitude towards safeguarding the interests of investors, integrity of depository’s systems and the securities market.
• endeavor for introduction of best business practices amongst itself and its members.
• act in utmost good faith and shall avoid conflict of interest in the conduct of its functions.

not indulge in unfair competition, which is likely to harm the interests of any other Depository, their participants or investors or is likely to place them in a disadvantageous position while competing for or executing any assignment.

segregate roles and responsibilities of key management personnel within the depository including

• Clearly mapping legal and regulatory duties to the concerned position
• Defining delegation of powers to each position
• Assigning regulatory, risk management and compliance aspects to business and support teams.

• be responsible for the acts or omissions of its employees in respect of the conduct of its business.
• monitor the compliance of the rules and regulations by the participants and shall further ensure that their conduct is in a manner that will safeguard the interest of investors and the securities market.

• Code of Conduct for Participants [link to be provided by the Depositories] (Part A of Third Schedule of SEBI (D & P) regulations, 2018)
• A participant shall make all efforts to protect the interests of investors.
• A participant shall always endeavour to
• render the best possible advice to the clients having regard to the client’s needs and the environments and his own professional skills;
• ensure that all professional dealings are effected in a prompt, effective and efficient manner;
• inquiries from investors are adequately dealt with;
• grievances of investors are redressed without any delay.
• A participant shall maintain high standards of integrity in all its dealings with its clients and other intermediaries, in the conduct of its business.
• A participant shall be prompt and diligent in opening of a beneficial owner account, dispatch of the dematerialisation request form, rematerialisation request form and execution of debit instruction slip and in all the other activities undertaken by him on behalf of the beneficial owners.
• A participant shall endeavour to resolve all the complaints against it or in respect of the activities carried out by it as quickly as possible, and not later than one month of receipt.
• A participant shall not increase charges/fees for the services rendered without proper advance notice to the beneficial owners.
• A participant shall not indulge in any unfair competition, which is likely to harm the interests of other participants or investors or is likely to place such other participants in a disadvantageous position while competing for or executing any assignment.
• A participant shall not make any exaggerated statement whether oral or written to the clients either about its qualifications or capability to render certain services or about its achievements in regard to services rendered to other clients.
• A participant shall not divulge to other clients, press or any other person any information about its clients which has come to its knowledge except with the approval/authorisation of the clients or when it is required to disclose the information under the requirements of any Act, Rules or Regulations.
• A participant shall co-operate with the Board as and when required.
• A participant shall maintain the required level of knowledge and competency and abide by the provisions of the Act, Rules, Regulations and circulars and directions issued by the Board. The participant shall also comply with the award of the Ombudsman passed under the Securities and Exchange Board of India (Ombudsman) Regulations, 2003.
• A participant shall not make any untrue statement or suppress any material fact in any documents, reports, papers or information furnished to the Board.
• A participant shall not neglect or fail or refuse to submit to the Board or other agencies with which it is registered, such books, documents, correspondence, and papers or any part thereof as may be demanded/requested from time to time.
• A participant shall ensure that the Board is promptly informed about any action, legal proceedings, etc., initiated against it in respect of material breach or noncompliance by it, of any law, Rules, regulations, directions of the Board or of any other regulatory body.
• A participant shall maintain proper inward system for all types of mail received in all forms.
• A participant shall follow the maker—Checker concept in all of its activities to ensure the accuracy of the data and as a mechanism to check unauthorised transaction.
• A participant shall take adequate and necessary steps to ensure that continuity in data and record keeping is maintained and that the data or records are not lost or destroyed. It shall also ensure that for electronic records and data, upto- date back up is always available with it.
• A participant shall provide adequate freedom and powers to its compliance officer for the effective discharge of his duties.
• A participant shall ensure that it has satisfactory internal control procedures in place as well as adequate financial and operational capabilities which can be reasonably expected to take care of any losses arising due to theft, fraud and other dishonest acts, professional misconduct or omissions.
• A participant shall be responsible for the acts or omissions of its employees and agents in respect of the conduct of its business.
• A participant shall ensure that the senior management, particularly decision makers have access to all relevant information about the business on a timely basis.
• A participant shall ensure that good corporate policies and corporate governance are in place.

Vision

To follow highest standards of ethics and compliances while facilitating the trading by clients in securities in a fair and transparent manner, so as to contribute in creation of wealth for investors.

Mission

• To provide high quality and dependable service through innovation, capacity enhancement and use of technology.
• To establish and maintain a relationship of trust and ethics with the investors.
• To observe highest standard of compliances and transparency.
• To always keep ‘protection of investors’ interest’ as goal while providing service.

Services provided to Investors

• Execution of trades on behalf of investors.
• Issuance of Contract Notes.
• Settlement of client's funds.
• Intimation of securities held in Client Unpaid Securities Account (CUSA) Account.
• Issuance of retention statement of funds.
• Risk management systems to mitigate operational and market risk.
• Facilitate client profile changes in the system as instructed by the client.
• Information sharing with the client w.r.t. exchange circulars.
• Redressal of Investor’s grievances.

Rights of Investors

• Ask for and receive information from a firm about the work history and background of the person handling your account, as well as information about the firm itself.
• Receive complete information about the risks, obligations, and costs of any investment before investing.
• Receive recommendations consistent with your financial needs and investment objectives.
• Receive a copy of all completed account forms and agreements.
• Receive account statements that are accurate and understandable.
• Understand the terms and conditions of transactions you undertake.
• Access your funds in a timely manner and receive information about any restrictions or limitations on access.
• Receive complete information about maintenance or service charges, transaction or redemption fees, and penalties.
• Discuss your grievances with compliance officer of the firm and receive prompt attention to and fair consideration of your concerns.

Various activities of Stock Brokers with timelines

Topic	Expected Timelines
KYC entered into KRA System and CKYCR	10 days of account opening
Client Onboarding	Immediate, but not later than one week
Order execution	Immediate on receipt of order, but not later than the same day
Allocation of Unique Client Code	Before trading
Copy of duly completed Client Registration Documents to clients	7 days from the date of upload of Unique Client Code to the Exchange by the trading member
Issuance of contract notes	24 hours of execution of trades
Collection of upfront margin from client	Before initiation of trade
Issuance of intimations regarding other margin due payments	At the end of today
Settlement of client funds	30 days / 90 days for running account settlement (RAS) as per the preference of client. If consent not given for RAS – within 24 hours of pay-out
Statement of Accounts for Funds, Securities and Commodities	Weekly basis (Within four trading days of following week)
Issuance of retention statement of funds/commodities	5 days from the date of settlement
Issuance of Annual Global Statement	30 days from the end of the financial year
Investor grievances redressal	30 days from the receipt of the complaint

DOs and DON’Ts for Investors

DOs	Don'ts
Read all documents and conditions being agreed before signing the account opening form.	Do not deal with unregistered stock broker.
Receive a copy of KYC, copy of account opening documents and Unique Client Code	Do not forget to strike off blanks in your account opening and KYC.
Read the product / operational framework / time lines related to various Trading and Clearing & Settlement processes.	Do not submit an incomplete account opening and KYCform.
Receive all information about brokerage, fees and other charges levied.	Do not forget to inform anychange in information linked to trading account and obtain confirmation of updation in the system.
Register your mobile number and email-ID in your trading, demat and bank accounts to get regular alerts on your transactions	Do not transfer funds, for thepurposes of trading to any one other than a stock broker. Nopayment should be made in name of employee of stock broker.
If executed, receive a copy of Power of Attorney. However, Power of Attorney is not a mandatory requirement as per SEBI / Stock Exchanges. Before granting Power of Attorney, carefully examine the scope and implications of powers being granted.	Do not ignore any emails / SMS received with regards to trades done, from the Stock Exchange and raise a concern, if discrepancy is observed.
Receive contract notes for trades executed, showing transaction price, brokerage, GST and STT etc. as applicable, separately, within 24 hours of execution of trades.	Do not opt for digital contracts, if not familiar with computers.
Receive funds and securities / commodities on time within 24 hours from pay-out.	Do not share trading password.
Verify details of trades, contract notes and statement of account and approach relevant authority for any discrepancies. Verify trade details on the Exchange websites from the trade verification facility provided by the Exchanges.	Do not fall prey to fixed / guaranteed returns schemes.
Receive statement of accounts periodically. If opted for running account settlement, account has to be settled by the stock broker as per the option given by the client (30 or 90 days).	Do not fall prey to fraudsters sending emails and SMS sluring to trade in stocks /securities promising huge profits.
In case of any grievances, approach stock broker or Stock Exchange or SEBI for getting the same resolved within prescribed time lines.	Do not follow herd mentalityfor investments. Seek expertand professional advice for your investments.

Grievance Redressal Mechanism

Level 1 - Approach the Stock Broker at the designated Investor Grievance e-mail ID of the stock broker. The Stock Broker will strive to redress the grievance immediately, but not later than 30 days of the receipt of the grievance.

Level 2 - Approach the Stock Exchange using the grievance mechanism mentioned at the website of the respective exchange. Complaints Resolution Process at Stock Exchange explained graphically:

Timelines for complaint resolution process at Stock Exchanges against stock brokers

Type of Activity	Timelines for Activity
Additional information sought from the investor, if any, and provisionally forwarded to stock broker.	C + 7 Working days.
Registration of the complaint and forwarding to the stock broker.	C + 8 Working Days i.e. T day.
Amicable Resolution.	T + 15 Working Days.
Refer to Grievance Redressal Committee (GRC), in case of no amicable resolution.	T + 16 Working Days.
Complete resolution process post GRC.	T + 30 Working Days.
In case where the GRC Member requires additional information, GRC order shall be completed within.	T + 45 Working Days.
Implementation of GRC Order.	On receipt of GRC Order, if the order is in favour of the investor, debit the funds of the stock broker. Order for debit is issued immediately or as per the directions given in GRC order.
In case the stock broker is aggrieved by the GRC order, will provide intention to avail arbitration	Within 7 days from receipt of order
If intention from stock broker is received and the GRC order amount is upto Rs.20 lakhs	Investor is eligible for interim relief from Investor Protection Fund (IPF).The interim relief will be 50% of the GRC order amount or Rs.2 lakhs whichever is less. The same shall be provided after obtaining an Undertaking from the investor.
Stock Broker shall file for arbitration	Within 6 months from the date of GRC recommendation
In case the stock broker does not file for arbitration within 6 months	The GRC order amount shall be released to the investor after adjusting the amount released as interim relief, if any.

Handling of Investor’s claims / complaints in case of default of a Trading Member / Clearing Member (TM/CM)

Default of TM/CM

Following steps are carried out by Stock Exchange for benefit of investor, in case stock broker defaults:

• Circular is issued to inform about declaration of Stock Broker as Defaulter.
• Information of defaulter stock broker is disseminated on Stock Exchange website.
• Public Notice is issued informing declaration of a stock broker as defaulter and inviting claims within specified period.
• Intimation to clients of defaulter stock brokers via emails and SMS for facilitating lodging of claims within the specified period.

Following information is available on Stock Exchange website for information of investors:

• Norms for eligibility of claims for compensation from IPF.
• Claim form for lodging claim against defaulter stock broker.
• FAQ on processing of investors’ claims against Defaulter stock broker.
• Provision to check online status of client’s claim.

Level 3 The complaint not redressed at Stock Broker / Stock Exchange level, may be lodged with SEBI on SCORES (a web based centralized grievance redressal system of SEBI)

Scores Annexure B- Investor Complaints Data - Stock Broker

Vision

Invest with knowledge & safety.

Mission

Every investor should be able to invest in right investment products based on their needs, manage and monitor them to meet their goals, access reports and enjoy financial wellness.

Details of business transacted by the Research Analyst with respect to the investors

• To publish research report based on the research activities of the RA.
• To provide an independent unbiased view on securities.
• To offer unbiased recommendation, disclosing the financial interests in recommended securities.
• To provide research recommendation, based on analysis of publicly available information and known observations.
• To conduct audit annually

Details of services provided to investors (No Indicative Timelines)

• On boarding of Clients.
• Disclosure to Clients: To distribute research reports and recommendations to the clients without discrimination.
• To maintain confidentiality w.r.t publication of the research report until made available in the public domain.

Details of grievance redressal mechanism and how to access it

• In case of any grievance / complaint, an investor should approach the concerned Research Analyst wherein the Research Analyst shall ensure that the grievance is resolved within 30 days. The matrix to be followed for redressal of grievances with the Research Analyst is follows:

Details of Designation	Contact Person Name	Address	Contact No	Email ID	Working Hours
Customer Care	Ms. Anjum Ansari	217, Silver Sanchora Castle, 7 RNT Marg, Indore - 452001 (MP)	0731-6620000	support@mandotsecurities.com	Mon-Sat 9:00 AM to 6:00 PM
Head of Customer Care	Mr. Mahendra Singh Lodhi	217, Silver Sanchora Castle, 7 RNT Marg, Indore - 452001 (MP)	0731-6620074	research@mandotsecurities.com	Mon-Sat 9:00 AM to 7:00 PM
Compliance Officer	Mr. Rajesh Mandot	8, Sunaro ki gali, Ratlam - 457001 (MP)	9827094840	rajeshmandot38@yahoo.com	Mon-Sat 9:00 AM to 7:00 PM
CEO/Director	Mr. Amit Kumar Jain	217, Silver Sanchora Castle, 7 RNT Marg, Indore - 452001 (MP)	9826624099	amit_jain939@yahoo.com	Mon-Sat 9:00 AM to 7:00 PM
Principal Officer	Mr. Rajesh Mandot	8, Sunaro ki gali, Ratlam - 457001 (MP)	9827094840	rajeshmandot38@yahoo.com	Mon-Sat 9:00 AM to 7:00 PM

*Note that physical complaint may be addressed to both the above officials on our registered office at the following address:*
• Mandot Securities Private Limited
• 217 Silver Sanchora Castle, 7 RNT Marg Indore. Madhya Pradesh-452001.
• If not satisfied with the response of the research analyst you can lodge your grievances with SEBI at http://scores.gov.in or on Smart Online Dispute Resolution platform at http://smartodr.in. You may also write to any of the offices of SEBI. For any queries, feedback or assistance, please contact SEBI Office on Toll Free Helpline at 1800 22 7575 / 1800 266 7575.
• If the investor’s complaint is not redressed satisfactorily, one may lodge a complaint with SEBI on SEBI’s SCORES portal which is a centralized web based complaints redressal system. SEBI takes up the complaints registered via SCORES with the concerned intermediary for timely redressal. SCORES facilitates tracking the status of the complaint.
• With regard to physical complaints, investors may send their complaints to:

• Office of Investor Assistance and Education,
• Securities and Exchange Board of India.
• SEBI Bhavan, Plot No. C4-A, ‘G’ Block,
• Bandra-Kurla Complex,
• Bandra (East).
• Mumbai - 400 051.

Expectations from the investors (Responsibilities of investors)

Do’s

• Always deal with SEBI registered Research Analyst.
• Ensure that the Research Analyst has a valid registration certificate.
• Check for SEBI registration number.
• Please refer to the list of all SEBI registered Research Analysts which is available on SEBI website in the following link: https://www.sebi.gov.in.
• Always pay attention towards disclosures made in the research reports before investing.
• Pay your Research Analyst through banking channels only and maintain duly signed receipts mentioning the details of your payments.
• Before buying securities or applying in public offer, check for the research recommendation provided by your Research Analyst.
• Ask all relevant questions and clear your doubts with your Research Analyst before acting on the recommendation.
• Inform SEBI about Research Analyst offering assured or guaranteed returns.

Don’ts

• Do not provide funds for investment to the Research Analyst.
• Don’t fall prey to luring advertisements or market rumours.
• Do not get attracted to limited period discount or other incentive, gifts, etc. offered by Research Analyst.
• Do not share login credential and password of your trading and demat accounts with the Research Analyst.

Annexure – B Investor Complaints Data - Research DISCLAIMER AND DISCLOSURES - Research