Investor Charter

1. Vision

To follow the highest standards of ethics and compliance while facilitating trading for clients in securities in a fair and transparent manner, so as to contribute to the creation of wealth for investors.

2. Mission

i. To provide high-quality and dependable services through innovation, capacity enhancement, and the use of technology.
ii. To establish and maintain a relationship of trust and ethics with investors.
iii. To observe the highest standards of compliance and transparency.
iv. To always keep the protection of investors’ interests as the primary goal while providing services.
v. To ensure confidentiality of information shared by investors unless such information is required to be provided in furtherance of legal obligations or where investors have provided specific consent for sharing such information.

3. Services Provided to Investors by Stock Brokers

I. Execution of trades on behalf of investors.
II. Issuance of contract notes.
III. Issuance of intimations regarding margin due payments.
IV. Facilitation of early pay-in obligation instructions.
V. Periodic settlement of client funds.
VI. Issuance of retention statements of funds at the time of settlement.
VII. Risk management systems to mitigate operational and market risks.
VIII. Facilitation of client profile changes as instructed by the client.
IX. Information sharing with the client with respect to relevant Market Infrastructure Institutions (MII) circulars.
X. Providing a copy of the Rights and Obligations document to the client.
XI. Communication of Most Important Terms and Conditions (MITC) to the client.
XII. Redressal of investor grievances.

4. Rights of Investors

I. Ask for and receive information about the work history and background of the person handling your account, as well as information about the firm, including mandatory disclosures on its website.
II. Receive complete information about the risks, obligations, and costs of any investment before investing.
III. Receive a copy of all completed account opening forms and the Rights and Obligations document.
IV. Receive a copy of the Most Important Terms and Conditions (MITC).
V. Receive account statements that are accurate and easy to understand.
VI. Understand the terms and conditions of transactions undertaken.
VII. Access funds in a prescribed manner and receive information about any restrictions or limitations on access.
VIII. Receive complete information about maintenance or service charges, transaction or redemption fees, and penalties in the form of a tariff sheet.
IX. Discuss grievances with the compliance officer or grievance redressal team and receive prompt and fair resolution.
X. Close zero balance accounts online with minimal documentation.
XI. Obtain copies of all policies of the broker related to the account, including MITC.
XII. Not be discriminated against in terms of services offered to equivalent clients.
XIII. Receive only advertisement materials that adhere to the applicable Code of Advertisement norms.
XIV. In case of broker default, be compensated from the Exchange Investor Protection Fund as per applicable norms.
XV. Trade in derivatives after submission of relevant financial documents, subject to adequate due diligence by the broker.
XVI. Receive warnings on trading systems while placing orders in securities under surveillance.
XVII. Access products and services in a suitable manner, even if differently abled.
XVIII. Access educational materials provided by MIIs and brokers.
XIX. Access all exchanges of a particular segment unless specifically opted out as per broker norms.
XX. Deal with one or more stock brokers of choice without any compulsion of minimum business.
XXI. Have access to the escalation matrix for communication with the broker.
XXII. Not be bound by any clause prescribed by brokers that contravenes regulatory provisions.

5. Various activities of Stock Brokers with timelines

6. DOs and DON’Ts for Investors

Additionally, Investors may refer to Dos and Don’ts issued by MIIs on their respective websites from time to time.

Grievance Redressal Mechanism

The process of investor grievance redressal is as follows:

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

8. 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.