Grievance redressal through S.M.A.R.T. O.D.R - Process
Online Dispute Resolution (ODR) platform for online Conciliation and Arbitration
If the investor is not satisfied with the resolution provided by DP / Stock Broker / Registrar and Transfer Agent / other Market Participants, then the Investor has the option to file the complaint/ grievance on S.M.A.R.T. O.D.R. platform for its resolution through by online conciliation or arbitration.
SMART ODR - https://smartodr.in/login
Steps to be followed in ODR for Review, Conciliation and Arbitration
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Investor to approach Market Participant for redressal of complaint
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If investor is not satisfied with response of Market Participant, he/she can escalate the complaint on SEBI SCORES portal.
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Alternatively, the investor may also file a complaint on SMARTODR portal for its resolution through online conciliation and arbitration.
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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.
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If the matter could not be amicably resolved, then the Investor may request the MII to refer the matter case for conciliation.
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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.
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If the conciliation is unsuccessful, then the investor may request to refer the matter for arbitration.
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The arbitration process to be concluded by arbitrator(s) within 30 days, which is extendable by 30 days.