Level-1 -To KFin Technologies
In the event that the investor is not satisfied with the resolution
provided or the service request / grievance is not redressed within the
timelines as mentioned in the Investor Charter,
you
the investor may escalate the matter through email to our dedicated email
ID:
compliance.corp@kfintech.com
or through a physical letter addressed to the Compliance Team
,
mentioning the following:
Name of Company :
Folio # / DP ID-Client ID :
Full Name of Investor:
E-mail address:
Registered Mobile number :
Nature of Complaint :
Unique Reference Number (URN) of the correspondence complaint refers to:
Address to
share
send physical letter :
Compliance Team,
KFin Technologies Limited.
Selenium Building, Tower-B,
Plot No 31 & 32,
Financial District,
Nanakramguda, Serilingampally,
Hyderabad, Rangareddi, Telangana
India - 500032.
Redressal / resolution of grievance / complaint via e-mail / physical
letter
,
as applicable, will be reverted within 30 days from the date of receipt of
grievance / complaint.
Level-2 -To Stock Exchanges
Online registration of complaint / grievance on stock exchanges:
The nature of complaint that can be lodged against Listed Company has been
given on the websites of the Stock Exchange. Upon receipt of complaint, the
stock exchange shall forward the same to the concerned company with a copy
to the complainant. If the company fails to redress the complaint within 30
days, the exchange sends a reminder to the company and follows up with the
company and its respective RTA.
Level-3 -To SEBI (SCORES)
Complaints can be lodged through SEBI Complaints Redress System :
https://scores.sebi.gov.in/
SMART ODR Portal : In case the investor is still not satisfied with the
resolution provided for his complaint/grievance lodged with RTA &
SEBI(SCORES), the investor shall lodge his complaint/grievance on SMART ODR
Portal (Securities Market Approach for Resolution Through ODR Portal) for
online resolution of disputes :
https://smartodr.in/login
as per the SEBI Circular, SEBI/HO/OIAE/OIAE_IAD-1/P/CIR/2023/131 dated
31-Jul-23, and SEBI Master Circular dated Aug 04, 2023.
For more information on online resolution of disputes in the Indian
Securities Market, refer to SEBI Circular.
Modes and Escalation Mechanism
1
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Investor complaint/Grievances
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Investor can lodge complaint/grievance against RTA in the following ways:
Mode of filing the complaint with Listed Company/RTA:
Investor can approach the Listed Company/RTA at the designated Investor
Grievance e-mail ID of the Listed Company/RTA. The Listed Company/RTA 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
i. SCORES 2.0 (a web based centralized grievance redressal
system of SEBI) (https://scores.sebi.gov.in)
Two level review for complaint/grievance against RTA:
- First review done by Designated body/Exchange
· Second review done by SEBI
Emails to designated email IDs of Exchange
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2
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Online Dispute Resolution (ODR) platform for online Conciliation and Arbitration
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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 SMARTODR platform for its resolution through online conciliation or arbitration.
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3
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Steps to be followed in ODR for Review, Conciliation and Arbitration
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1. Investor to approach Market Participant for redressal of complaint
2. If investor is not satisfied with response of Market Participant,
he/she has either of the following 2 options:
i. May escalate the complaint on SEBI SCORES portal.
ii. May file a complaint on SMARTODR portal for its resolution
through online conciliation and arbitration.
3. 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.
4. If the matter could not be amicably resolved, then the matter shall be
referred for conciliation.
5. 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.
6. If the conciliation is unsuccessful, the investor may request to refer
the matter for arbitration.
7. 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.
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