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

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’

Sr

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.

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]

Two Level Review for complaint/grievance against DP: 
- First review done by Designated Body 
- Second review done by SEBI

(ii) Respective Depository’s web portal dedicated for the filing of compliant

[NSDL -  https://investor.nsdl.com/portal/en/home

& CDSL - https://www.cdslindia.com/Footer/grievances.aspx ]

(iii) Emails to designated email IDs of Depository

[NSDL - relations@nsdl.com & CDSL - complaints@cdslindia.com ]

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 endeavour 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.

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.