Your rights, our commitment.

• 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.

• 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.

Investor can lodge a complaint/grievance against a stock broker in the following ways:

Mode of filing the complaint with the 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. There is a two level review for a complaint/grievance against a stock broker — the first review is done by the Designated Body/Exchange, and the second review is done by SEBI.
• Emails to designated email IDs of the Exchange.

If the Investor is not satisfied with the resolution provided by the Market Participants, the Investor has the option to file the complaint/grievance on the SMARTODR platform for its resolution through online conciliation or arbitration.

1. Investor to approach the Market Participant for redressal of the complaint.
2. If the investor is not satisfied with the response of the Market Participant, he/she has either of the following two options:
   • May escalate the complaint on the SEBI SCORES portal.
   • May also file a complaint on the SMARTODR portal for its resolution through online conciliation and arbitration.
3. Upon receipt of the complaint on the SMARTODR portal, the relevant MII will review the matter and endeavor to resolve it between the Market Participant and the investor within 21 days.
4. If the matter could not be amicably resolved, it shall be referred for conciliation.
5. During the conciliation process, the conciliator will endeavor for an amicable settlement of the dispute within 21 days, which may be extended by 10 days by the conciliator with the consent of the parties to the dispute.
6. If the conciliation is unsuccessful, the investor may request that the matter be referred for arbitration.
7. The arbitration process is to be concluded by the arbitrator(s) within 30 days, extendable by 30 days with the consent of the parties to the dispute.

The following steps are carried out by the Stock Exchange for the benefit of the investor, in case a stock broker defaults:

• A circular is issued to inform about the declaration of the Stock Broker as a Defaulter.
• Information about the defaulter stock broker is disseminated on the Stock Exchange website.
• A Public Notice is issued informing the declaration of a stock broker as a defaulter and inviting claims within a specified period.
• Clients of the defaulter stock broker are intimated via emails and SMS to facilitate lodging of claims within the specified period.

The following information is available on the Stock Exchange website for the information of investors:

• Norms for eligibility of claims for compensation from the Investor Protection Fund (IPF).
• Claim form for lodging a claim against a defaulter stock broker.
• FAQ on processing of investors' claims against a Defaulter stock broker.
• Provision to check the online status of a client's claim.
• Standard Operating Procedure (SOP) for handling claims of investors in cases of default by brokers.
• Claim processing policy against Defaulter/Expelled members.
• List of Defaulter/Expelled members and public notices issued.