Investor Charter Stock Broker

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.
• To ensure confidentiality of information shared by investors unless such information is required to be provided in furtherance of discharging legal obligations or investors have provided specific consent to share such information.

Services provided to Investors by stockbrokers include

• Execution of trades on behalf of investors.
• Issuance of Contract Notes.
• Issuance of intimations regarding margin due payments.
• Facilitate execution of early pay-in obligation instructions.
• Periodic Settlement of client’s funds.
• Issuance of retention statement of funds at the time of settlement.
• 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. relevant Market Infrastructure Institutions (MII) circulars.
• Provide a copy of Rights & Obligations document to the client.
• Communicating Most Important terms and Conditions (MITC) to the client.
• 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 a copy of all completed account forms and rights & obligation document.
• Receive a copy of ‘Most Important Terms & Conditions’ (MITC).
• Receive account statements that are accurate and understandable.
• Understand the terms and conditions of transactions you undertake.
• Access your funds in a prescribed 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 in form of tariff sheet.
• Discuss your grievances with compliance officer and receive fair consideration of your concerns.
• Close your zero balance accounts online with minimal documentation.
• Get the copies of all policies (including Most Important Terms and Conditions) of the broker related to dealings of your account.
• Not be discriminated against in terms of services offered to equivalent clients.
• Get only those advertisement materials from the broker which adhere to Code of Advertisement norms in place.
• In case of broker defaults, be compensated from the Exchange Investor Protection Fund as per the norms in place.
• Trade in derivatives after submission of relevant financial documents to the broker subject to brokers’ adequate due diligence.
• Get warnings on the trading systems while placing orders in securities where surveillance measures are in place.
• Get access to products and services in a suitable manner even if differently abled.
• Get access to educational materials of the MIIs and brokers.
• Get access to all the exchanges of a particular segment you wish to deal with unless opted out specifically as per Broker norms.
• Deal with one or more stockbrokers of your choice without any compulsion of minimum business.
• Have access to the escalation matrix for communication with the broker.
• Not be bound by any clause prescribed by the Brokers which are contravening the Regulatory provisions.

Various activities of Stock Brokers with timelines

DOs and DON’Ts for Investors

Grievance Redressal Mechanism

• Investor can file complaints via broker's email, SEBI SCORES portal, or SMARTODR platform.
• Two-level review: First by Exchange, then by SEBI.
• ODR platform handles unresolved grievances through conciliation and arbitration.
• Timelines for resolution and escalation clearly defined.

Default of Trading Member / Clearing Member

• Exchange notifies via circulars and public notice.
• Claim forms and SOPs available on Exchange websites.
• Investors can file compensation claims from the Investor Protection Fund.

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) @ https://scores.gov.in/scores/Welcome.html

Data for Every Month Ending

Trend of monthly disposal of complaints

Trend of Annual disposal of complaints