Investor Charter – RTAs
Vision, mission, and service standards for Registrars to an Issue and Share Transfer Agents (RTAs) as approved by SEBI.
Investor Charter – Registrars to an Issue and Share Transfer Agents (RTAs)
VISION
To be a trusted, transparent and prompt service provider to the investors, conforming to the highest standards of compliance, confidentiality and professionalism in conduct, to meet the obligation towards investors in Indian capital markets.
MISSION
- To maintain high standard of integrity in the conduct of business by fulfilling obligations in a prompt, ethical and professional manner.
- To comply with all regulatory requirements in a time bound manner
- To facilitate prompt service to investors by and through streamlining the process and harnessing technology
- To facilitate easy approach, communication and interface with investors so as to resolve their queries / grievances
Services provided by RTA to investors
- Providing details of allotment and clarification on allotment.
- Processing change in /up-dation of the KYC details of the investors for physical holdings like change of address/bank account details/ e-mail address /telephone/mobile/ nomination and PAN).
- Processing and updating investor holding/title change requests viz name deletion, transmission, transposition, issue of duplicate shares, dematerialization and rematerialisation of securities.
- Processing of other requests, viz., recording of declaration w.r.t. exemption / lower tax rates for TDS on dividend/interest, revalidation and reissue of dividend and interest instruments.
- Execution and intimation of other corporate actions viz., ESOPs, Dividend payment, Stock split, Bonus issue and Merger/Demerger activities.
- Communication of Rights issue entitlements.
- Communication of Buyback, exit offer, takeover made by the company/ acquirer, and the procedure to be followed by investor in respect of these issues
- Mandatory execution of transfer of shares and dividends to IEPF and transfer of undelivered share certificates to Suspense account.
- Process grievance received through mails and Letters and those through SCORES also.
Timelines pertaining to various services provided by RTA
| S. No. | Nature of Service | Expected Timelines (No of Days) |
|---|---|---|
| A. Invest Service Requests | ||
| 1 | Processing of transmission request | 21 |
| 2 | Processing of issue of duplicate security certificate request | 30 |
| 3 | Processing of dematerialization request | 15 |
| 4 | Processing of remat request | 30 |
| 5 | Processing of Transposition request | 15 |
| 6 | Processing of request for change in / up-dation of: | |
| a. Name | 30 | |
| b. Signature | 30 | |
| c. Nomination | 30 | |
| d. Contact details (Address, E-mail address and Mobile number) | 15 | |
| e. Bank account details | 15 | |
| II. Processing of request for Up-dation of PAN | 15 | |
| 7 | Processing of Re-validation of dividend / interest / redemption instruments and sending the remittance request files to the bank / Company | 15 |
| B. Grievance Redressal | ||
| 1 | Providing response to the inquiries of the investors and Redressal of Grievance | 30 |
| C. Other Operational Activities | ||
| 1 | Allotment of securities (IPO) | 6 |
| 2 | Intimation regarding distribution of corporate benefits (dividend, bonus, stock Split) | |
| a. E-mail communication | 15 | |
| b. Physical communication | 30 | |
Rights of investors
- Receive all the benefits/ material information declared by the Company.
- Actively participate in the AGM / EGM of the company & E-voting events so as to be a part of the decision making of the Company’s business resolutions.
- In case of any grievances, approach RTA, Depository, Company, Stock Exchange or SEBI for resolution within prescribed timelines.
DOs and DON’Ts for Investor
DOs
- Encash dividend/Interest regularly to avoid transfer of unclaimed amount/underlying securities to IEPF.
- Follow up diligently and promptly if you have not receive allotment intimation/ certificate / dividend / interest etc.
- Ensure that your PAN is registered with the RTA for all your folios.
- Ensure nomination is registered for all your securities to smoothen the transmission.
- Ensure that all KYC details viz full postal address with PIN, mobile number, e-mail address etc. are updated.
- Ensure that correct and complete Bank details are recorded with RTA.
- Promptly inform the RTA in writing and complete required formalities in case of loss of securities.
- Ensure that the documents provided for availing any investor service request are complete.
- Monitor all corporate announcements pertaining to investments made.
DON’Ts
- Do not keep your folios without PAN.
- Do not keep your folios without nomination.
- Do not deal with unauthorized persons for any investor service requests.
- Do not share security details (folio number, Cert number, etc.) with unknown person(s).
Grievance Redressal – Modes and Escalation Mechanism
To Listed company / RTA
- Investor shall check the website of listed company / RTA for grievance e-mail ID.
- Investor can dial on help numbers or point of service of RTA for any query.
- For lodging the grievance, the investor can write to listed entity / RTA’s dedicated e-mail.
- While lodging a complaint mention Nature of Complaint, Issue Company, Folio Number, Full Name, E-mail & Mobile.
- Upon receipt, RTA shall send intimation of resolution via e-mail / physical letter within 30 days.
To Stock Exchanges
- Complaint nature is available on Stock Exchange websites.
- If the company fails to redress within 30 days, the exchange follows up with the company/RTA.
- If not satisfied, investor can lodge the complaint on SEBI SCORES.
Grievance Redressal Mechanism at SEBI
Complaints can be lodged with SEBI electronically through SEBI Complaints Redress System - SCORES (https://scores.sebi.gov.in/).