Investor Charter of Depository Participant
NSDL DP ID: IN301774
CDSL DP ID: 12030200
VISION
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: NSDL :-https://nsdl.co.in/dpsch.php CDSL :- https://www.cdslindia.com/DP/dplist.aspx
4. Description of services provided by the Depository through Depository Participants (DP) to investors
(1) Basic Services
5 Details of Grievance Redressal Mechanism
(1) The Process of investor grievance redressal
(2) For the Multi-level complaint resolution mechanism available at the Depositories9
6. Guidance pertaining to special circumstances related to market activities: Termination of the Depository Participant
7. Dos and Don’ts for Investors10
8. Rights of investors11
9. Responsibilities of Investors12
10. Code of Conduct for Depositories14
11. Code of Conduct for Participants15
10. 2022-104-Policy-NSDLs various investor centric initiatives – Do’s and Don’t for investors demat account holders
Annexure C
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.
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.
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: NSDL :-https://nsdl.co.in/dpsch.php CDSL :- https://www.cdslindia.com/DP/dplist.aspx
4. Description of services provided by the Depository through Depository Participants (DP) to investors
(1) Basic Services
| S.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 | 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
| S.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)1 b. Transposition cum dematerialization2 c. Linkages with Clearing System3 d. Distribution of cash and non-cash corporate benefits (Bonus, Rights, IPOs etc.), stock lending, demat of NSC / KVP, demat of warehouse receipts 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 opening4 b. Online instructions for execution5 c. e-DIS / Demat Gateway6 d. e-CAS facility7 e. Miscellaneous services8 |
(1) The Process of investor grievance redressal
| 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) https://scores.sebi.gov.in (ii) Respective Depository’s web portal dedicated for the filing of compliant for NSDL : https://investor.nsdl.com/portal/en/home CDSL : https://www.cdslindia.com/Footer/grievances. aspx (iii) Emails to designated email IDs of Depository for NSDL : relations@nsdl.com CDSL : complaints@cdslindia.com aspx The complaints/ grievances lodged directly with the Depository shall be resolved within 21 days. b. Offline mode [details of link to the form to be provided by DPs] |
| 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 |
|
(2) For the Multi-level complaint resolution mechanism available at the Depositories9
6. Guidance pertaining to special circumstances related to market activities: Termination of the Depository Participant
| S.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. |
8. Rights of investors11
9. Responsibilities of Investors12
10. Code of Conduct for Depositories14
11. Code of Conduct for Participants15
10. 2022-104-Policy-NSDLs various investor centric initiatives – Do’s and Don’t for investors demat account holders
Annexure C
Investor Complaints Data – Depository Participants
Data for Every Month Ending – November, 2024
| S.No. | Received from | Carried forward from previous month | Received during the month | Total pending | Resolved | Pending at the end of the month** | Average resolution time | |
|---|---|---|---|---|---|---|---|---|
| Pending for less than 3 months | Pending for More than 3 months | |||||||
| 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | |
| 1 | Directly from Investors | 0 | 1 | 0 | 1 | 0 | 0 | 0 |
| 2 | SEBI (SCORES) | 0 | 3 | 0 | 3 | 0 | 0 | 1.66 |
| 3 | Depositories | 0 | 1 | 0 | 1 | 0 | 0 | 2 |
| 4 | Other Sources (if any) | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
| 5 | Grand Total | 0 | 5 | 0 | 5 | 0 | 0 | 1.4 |
Trend of monthly disposal of complaints
| Depository Participant | |||||
|---|---|---|---|---|---|
| S. No. | Month | Carried forward from previous month | Received | Resolved* | Pending** |
| 1 | 2 | 3 | 4 | 5 | 6 |
| 1 | Apr-23 | 0 | 10 | 8 | 2 |
| 2 | May-23 | 2 | 6 | 7 | 1 |
| 3 | Jun-23 | 1 | 3 | 4 | 0 |
| 4 | Jul-23 | 0 | 7 | 7 | 0 |
| 5 | Aug-23 | 0 | 10 | 9 | 1 |
| 6 | Sep-23 | 1 | 10 | 11 | 0 |
| 7 | Oct-23 | 0 | 10 | 10 | 0 |
| 8 | Nov-23 | 0 | 2 | 2 | 0 |
| 9 | Dec-23 | 0 | 14 | 10 | 4 |
| 10 | Jan-24 | 4 | 9 | 13 | 0 |
| 11 | Feb-24 | 0 | 4 | 2 | 2 |
| 12 | Mar-24 | 2 | 10 | 11 | 1 |
| 13 | Apr-24 | 1 | 15 | 16 | 0 |
| 14 | May-24 | 0 | 3 | 3 | 0 |
| 15 | Jun-24 | 0 | 4 | 4 | 0 |
| 16 | July-24 | 0 | 8 | 8 | 0 |
| 17 | Aug-24 | 0 | 9 | 7 | 2 |
| 18 | Sep-24 | 2 | 13 | 14 | 1 |
| 19 | Oct-24 | 1 | 5 | 6 | 0 |
| 20 | Nov-24 | 0 | 5 | 5 | 0 |
| Grand Total | 14 | 157 | 157 | 14 | |
*Should include complaints of previous months resolved in the current month, if any. **Should include total complaints pending as on the last day of the month, if any. ^Average resolution time is the sum total of time taken to resolve each complaint in the current month divided by total number of complaints resolved in the current month.
Trend of Annual disposal of complaints
| S. No. | Year | Carried forward from previous year | Received during the year | Resolved during the year | Pending at the end of the year |
|---|---|---|---|---|---|
| 1 | 2017-18 | 4 | 71 | 75 | 0 |
| 2 | 2018-19 | 0 | 112 | 110 | 2 |
| 3 | 2019-20 | 2 | 78 | 79 | 1 |
| 4 | 2020-21 | 1 | 83 | 82 | 2 |
| 5 | 2021-22 | 2 | 133 | 135 | 0 |
| 6 | 2022-23 | 0 | 72 | 72 | 0 |
| 7 | 2023-24 | 0 | 95 | 94 | 1 |
| 8 | 2024-25 | 1 | 62 | 63 | 0 |
| Grand Total | 10 | 706 | 710 | 6 |