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INVESTOR CHARTER

INVESTOR COMPLAINTS

Depository Participant

Stock Broker

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 in 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 / 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 upto 4 p.m. and DIS in electronic form upto 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

Sr. No.	Type of Activity /Service	Brief about the Activity / Service
1	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.
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: E-account opening Online instructions for execution e-DIS / Demat Gateway e-CAS facility Miscellaneous services

5. Details of Grievance Redressal Mechanism

(1) The Process of investor grievance redressal

Sr. No.
1	Investor Complaint/ Grievances	Investor can lodge complaint/ grievance against the Depository/DP in the following ways: Electronic mode - SCORES 2.0 (a web based centralized grievance redressal system of SEBI) (https://scores.sebi.gov.in/) Two Level Review for complaint/grievance against DP: - First review done by Designated Body - Second review done by SEBI Respective Depository’s web portal dedicated for the filing of compliant NSDL Portal Emails to designated email IDs of Depository relations@nsdl.com Offline mode - The complaints/ grievances lodged directly with the Depository shall be resolved within 21 days.
2	Online Dispute Resolution (ODR) platform for online Conciliation and Arbitration	If 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. https:smartodr.in/register
3	Steps to be followed in ODR for Review, Conciliation and Arbitration	Investor to approach Market Participant for redressal of complaint. If 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.

(2) For the Multi-level complaint resolution mechanism available at the Depositories

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	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.

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.

3. 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.

4. 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 (including website providing mandatory information).
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 / compliance team / dedicated grievance redressal team of the firm and receive prompt attention to and 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.

5. Various activities of stock brokers with timelines

Sr. No.	Activity	Expected Timelines
1	KYC entered into KRA System and CKYCR	3 working days of account opening
2	Client Onboarding	Immediate, but not later than one week
3	Order execution	Immediate on receipt of order, but not later than the same day
4	Allocation of Unique Client Code	Before trading
5	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
6	Issuance of contract notes	24 hours of execution of trades
7	Collection of upfront margin from client	Before initiation of trade
8	Issuance of intimations regarding other margin due payments	At the end of the T day
9	Settlement of client funds	First Friday/Saturday of the month / quarter as per Exchange preannounced schedule.
10	‘Statement of Accounts’ for Funds, Securities and Commodities	Monthly basis
11	Issuance of retention statement of funds/commodities	5 days from the date of settlement
12	Issuance of Annual Global Statement	30 days from the end of the financial year
13	Investor grievances redressal	21 calendar days from the receipt of the complaint

6. DO's & DON'Ts for investors

Sr. No.	DOs	DON'Ts
1	Read all documents and conditions being agreed before signing the account opening form.	Do not deal with unregistered stock broker.
2	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.
3	Read the product / operational framework / timelines related to various Trading and Clearing & Settlement processes.	Do not submit an incomplete account opening and KYC form.
4	Receive all information about brokerage, fees and other charges levied.	Do not forget to inform any change in information linked to trading account and obtain confirmation of updation in the system.
5	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 the purposes of trading to anyone other than a stock broker. No payment should be made in name of employee of stock broker.
6	If executed, receive a copy of Demat Debit and Pledge Instruction (DDPI) However, DDPI is not a mandatory requirement as per SEBI / Stock Exchanges. Before granting DDPI, carefully examine the scope and implications of powers being granted.	Do not ignore any emails / SMSs received with regards to trades done, from the Stock Exchange and raise a concern, if discrepancy is observed.
7	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.
8	Receive funds and securities/ commodities on time, as prescribed by SEBI or exchange from time to time.	Do not share trading password.
9	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.
10	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 (Monthly or Quarterly).	Do not fall prey to fraudsters sending emails and SMSs luring to trade in stocks / securities promising huge profits.
11	In case of any grievances, approach stock broker or Stock Exchange or SEBI for getting the same resolved within prescribed timelines.	Do not follow herd mentality for investments. Seek expert and professional advice for your investments.
12	Retain documents for trading activity as it helps in resolving disputes, if they arise.

7. Grievance Redressal Mechanism

The Process of investor grievance redressal

Sr. No.
1	Investor Complaint/ Grievances	Investor can lodge complaint/grievance against stock broker in the following ways: Mode of filing the complaint with stock broker Investor can 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 21 days of the receipt of the grievance Mode of filing the complaint with stock exchanges SCORES 2.0 (a web based centralized grievance redressal system of SEBI) (https://scores.sebi.gov.in) Two level review for complaint/grievance against stock broker: First review done by Designated body/Exchange Second review done by SEBI ii.Emails to designated email IDs of Exchange
2	Online Dispute Resolution (ODR) platform for online Conciliation and Arbitration	If 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.smartodr.in/login
3	Steps to be followed in ODR for Review, Conciliation and Arbitration	Investor to approach Market Participant for redressal of complaint If investor is not satisfied with response of Market Participant, he/she has either of the following 2 options: May escalate the complaint on SEBI SCORES portal. 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 endeavor to resolve the matter between the Market Participant and investor within 21 days. If the matter could not be amicably resolved, then the matter shall be referred 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 with consent of the parties to dispute. 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 with consent of the parties to dispute.

7. 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.
Standard Operating Procedure (SOP) for handling of Claims of Investors in the Cases of Default by Brokers.
Claim processing policy against Defaulter/Expelled members.
List of Defaulter/Expelled members and public notice issued.

1. Vision

Invest with knowledge & safety.

2. 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.

3. Details of business transacted by the Investment Adviser with respect to the investors

To enter into an agreement with the client providing all details including fee details, aspect of Conflict of interest disclosure and maintaining confidentiality of information.
To do a proper and unbiased risk – profiling and suitability assessment of the client.
To obtain registration with Know Your Client Registration Agency (KRA) and Central Know Your Customer Registry (CKYC).
To conduct audit annually.
To disclose the status of complaints in its website.
To disclose the name, proprietor name, type of registration, registration number, validity, complete address with telephone numbers and associated SEBI regional/local Office details in its website.
To employ only qualified and certified employees.
To deal with clients only from official number
To maintain records of interactions, with all clients including prospective clients (prior to onboarding), where any conversation related to advice has taken place.

4. Details of services provided to investors (No Indicative Timelines)

Onboarding of Clients
Sharing of agreement copy
Completing KYC of clients

Disclosure to Clients
To provide full disclosure about its business, affiliations, compensation in the agreement.
To not access client’s accounts or holdings for offering advice.
To disclose the risk profile to the client.

To provide investment advice to the client based on the risk-profiling of the clients and suitability of the client.

5. Details of grievance redressal mechanism and how to access it

In case of any grievance / complaint, an investor should approach the concerned Investment Adviser and shall ensure that the grievance is resolved within 30 days.
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 (E), Mumbai - 400 051.

6. Do's and Don’ts for Investors

Do's

Always deal with SEBI registered Investment Advisers.
Ensure that the Investment Adviser has a valid registration certificate.
Check for SEBI registration number. Please refer to the list of all SEBI registered Investment Advisers which is available on SEBI website in the following link: https://www.sebi.gov.in/sebiweb/other/OtherAction.do?doRecognisedFpi=yes&intmId=13)
Pay only advisory fees to your Investment Adviser. Make payments of advisory fees through banking channels only and maintain duly signed receipts mentioning the details of your payments.
Always ask for your risk profiling before accepting investment advice. Insist that Investment Adviser provides advisory strictly on the basis of your risk profiling and take into account available investment alternatives.
Ask all relevant questions and clear your doubts with your Investment Adviser before acting on advice.
Assess the risk–return profile of the investment as well as the liquidity and safety aspects before making investments.
Insist on getting the terms and conditions in writing duly signed and stamped. Read these terms and conditions carefully particularly regarding advisory fees, advisory plans, category of recommendations etc. before dealing with any Investment Adviser.
Be vigilant in your transactions.
Approach the appropriate authorities for redressal of your doubts / grievances.
Inform SEBI about Investment Advisers offering assured or guaranteed returns.

Don’ts

Don’t fall for stock tips offered under the pretext of investment advice.
Do not provide funds for investment to the Investment Adviser.
Don’t fall for the promise of indicative or exorbitant or assured returns by the Investment Advisers. Don’t let greed overcome rational investment decisions.
Don’t fall prey to luring advertisements or market rumors.
Avoid doing transactions only on the basis of phone calls or messages from any Investment adviser or its representatives.
Don’t take decisions just because of repeated messages and calls by Investment Advisers.
Do not fall prey to limited period discount or other incentive, gifts, etc. offered by Investment advisers.
Don’t rush into making investments that do not match your risk taking appetite and investment goals.
Do not share login credential and password of your trading and demat accounts with the Investment Adviser.

Depository Participant

Stock Broker

Escalation-Matrix

DEPOSITORY PARTICIPANT
Select Year:
Caption	View
December 2021
December 2022
December 2023
December 2024
December 2025
November 2024
November 2025
November 2023
November 2022
October 2022
October 2023
October 2025
October 2024
September 2024
September 2025
September 2023
September 2022
August 2022
August 2023
August 2025
August 2024
July 2025
July 2023
July 2024
July 2022
June 2022
June 2024
June 2023
June 2025
May 2025
May 2023
May 2024
May 2022
April 2022
April 2024
April 2023
April 2025
March 2025
March 2026
March 2024
March 2022
March 2023
February 2023
February 2022
February 2024
February 2026
February 2025
January 2025
January 2026
January 2024
January 2022
January 2023

STOCK BROKER
Select Year:
Caption	View
December 2021
December 2022
December 2023
December 2024
December 2025
November 2024
November 2025
November 2023
November 2022
October 2022
October 2023
October 2025
October 2024
September 2024
September 2025
September 2023
September 2022
August 2022
August 2023
August 2025
August 2024
July 2025
July 2023
July 2024
July 2022
June 2022
June 2024
June 2023
June 2025
May 2025
May 2023
May 2024
May 2022
April 2022
April 2024
April 2023
April 2025
April 2026
March 2026
March 2025
March 2024
March 2022
March 2023
February 2023
February 2022
February 2024
February 2025
February 2026
January 2026
January 2025
January 2024
January 2022
January 2023

Caption	View
Investor Grievance Escalation Matrix

Advisory – KYC Compliance

All investors are requested to take note that 6 KYC attributes i.e. Name, PAN, Address, Mobile Number, Email id and Income Range have been made mandatory. Investors availing custodian services will be additionally required to update the custodian details.
The last date to update KYC is on or before March 31, 2022.
Thereafter non-compliant trading accounts will be blocked for trading by the Exchange.
The non-compliant demat accounts will be frozen for debits by Depository Participant or Depository.
On submission of the necessary information to the stockbroker and updation of the same by the stockbroker in the Exchange systems and approval by the Exchange, the blocked trading accounts shall be unblocked by the Exchange on T+1 trading day.
The demat account shall be unfreezed once the investor submits the deficient KYC details and the same is captured by the depository participant in the depository system.
To ensure smooth settlement of trades, the investors are requested to ensure that both the trading and demat accounts are compliant with respect to the KYC requirement.
The investors are hereby requested to comply with the regulatory guidelines issued by Exchanges and Depositories from time to time with regard to KYC compliance and related requirements.

INVESTOR GRIEVANCES ESCALATION MATRIX

Details of	Contact Person	Address	Contact No.	Email Id
Customer Care	Shalini Dutta	Poddar Point B Block (North),7th Floor, 113 Park Street,Kolkata – 700016, India.	8336069309	customersupport@daycoindia.com
Head of Customer Care	Soutik Saha	Poddar Point B Block (North),7th Floor, 113 Park Street,Kolkata – 700016, India.	9051052222	soutik@daycoindia.com
Managing Director/Compliance Officer	Aditi Nundy	Poddar Point B Block (North),7th Floor, 113 Park Street,Kolkata – 700016, India.	033-40675065	aditi@daycoindia.com
Vice Chairman	Ashis Nundy	Poddar Point B Block (North),7th Floor, 113 Park Street,Kolkata – 700016, India.	033-40675064	ashis_nundy@daycoindia.com

Sr.No.	Guidance
1	Always deal with a SEBI registered Depository Participant for opening a demat account.
2	Read all the documents carefully before signing them.
3	Before granting Power of attorney to operate your demat account to an intermediary like Stock Broker, Portfolio Management Services (PMS) etc., carefully examine the scope and implications of powers being granted.
4	Always make payments to registered intermediary using banking channels. No payment should be made in name of employee of intermediary.
5	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 and do not sign or issue blank or partially filled DIS slips. Always mention the details like ISIN, number of securities accurately. In case of any queries, please contact your DP or broker and it should be signed by all demat account holders. Strike out any blank space on the slip and Cancellations or corrections on the DIS should be initialed or signed by all the account holder(s). Do not leave your instruction slip book with anyone else. Do not sign blank DIS as it is equivalent to a bearer cheque.
6	Inform any change in your Personal Information (for example address or Bank Account details, email ID, Mobile number) linked to your demat account in the prescribed format and obtain confirmation of updation in system
7	Mention your Mobile Number and email ID in account opening form to receive SMS alerts and regular updates directly from depository.
8	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.
9	Do not share password of your online trading and demat account with anyone.
10	Do not share One Time Password (OTP) received from banks, brokers, etc. These are meant to be used by you only.
11	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.
12	Demat is mandatory for any transfer of securities of Listed public limited companies with few exceptions.
13	If you have any grievance in respect of your demat account, please write to designated email IDs of depositories or you may lodge the same with SEBI online at https://scores.sebi.gov.in/
14	Keep a record of documents signed, DIS issued and account statements received.
15	As Investors you are required to verify the transaction statement carefully for all debits and credits in your account. In case of any unauthorized debit or credit, inform the DP or your respective Depository.
16	Appoint a nominee to facilitate your heirs in obtaining the securities in your demat account, on completion of the necessary procedures.
17	Register for Depository's internet based facility or download mobile app of the depository to monitor your holdings.
18	Ensure that, both, your holding and transaction statements are received periodically as instructed to your DP. You are entitled to receive a transaction statement every month if you have any transactions.
19	Do not follow herd mentality for investments. Seek expert and professional advice for your investments
20	Beware of assured/fixed returns.

INVESTOR

1. Vision

2. Mission

3. Details of business transacted by the Depository and Depository Participant (DP)

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

(1) Basic Services

(2) Depositories provide special services like pledge, hypothecation, internet based services etc. in addition to their core services and these include

5. Details of Grievance Redressal Mechanism

(1) The Process of investor grievance redressal

(2) For the Multi-level complaint resolution mechanism available at the Depositories

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

7. Do's and Don’ts for Investors

8. Rights of investors

9. Responsibilities of Investors

1. Vision

2. Mission

3. Services provided to Investors by stockbrokers include

4. Rights of investors

5. Various activities of stock brokers with timelines

6. DO's & DON'Ts for investors

7. Grievance Redressal Mechanism

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

1. Vision

2. Mission

3. Details of business transacted by the Investment Adviser with respect to the investors

4. Details of services provided to investors (No Indicative Timelines)

5. Details of grievance redressal mechanism and how to access it

6. Do's and Don’ts for Investors

DEPOSITORY PARTICIPANT

STOCK BROKER

Advisory – KYC Compliance

INVESTOR GRIEVANCES ESCALATION MATRIX

Filing Complaints on SCORES (SEBI) – Easy & Quick

RISK DISCLOSURES ON DERIVATIVES

Attention Investors

Precautions for clients dealing in Options