Investor Charter for Depositories and Depository Participants


Towards making Indian Securities Market - Transparent, Efficient, & Investor friendly by providing safe, reliable, transparent and trusted record keeping platform for investors to hold and transfer securities in dematerialized form.


  • To hold securities of investors in dematerialized form and facilitate its transfer, while ensuring safekeeping of securities and protecting interest of investors.
  • To provide timely and accurate information to investors with regard to their holding and transfer of securities held by them.
  • To provide the highest standards of investor education, investor awareness and timely services so as to enhance Investor Protection and create awareness about Investor Rights.

Details of business transacted by the Depository and Depository Participant (DP)

A Depository is an organization which holds securities of investors in electronic form. Depositories provide services to various market participants - Exchanges, Clearing Corporations, Depository Participants (DPs), Issuers and Investors in both primary as well as secondary markets. The depository carries out its activities through its agents which are known as Depository Participants (DP). Details available on the link

Description of services provided by the Depository through Depository Participants (DPs) to investors

Basic Services

Sr. No.Brief about the Activity / ServiceExpected Timelines for processing by the DP after receipt of proper documents
1Dematerialization of securities7 days
2Rematerialization of securities7 days
3Mutual Fund Conversion / Destatementization5 days
4Re-conversion / Restatementisation of Mutual fund units7 days
5Transmission of securities7 days
6Registering pledge request15 days
7Closure of demat account30 days
8Settlement InstructionDepositories to accept physical DIS for pay-in of securities up to 4 p.m. and DIS in electronic form up to 6 p.m. on T+1 day

Depositories provide special services like pledge, hypothecation, internet-based services etc. in addition to their core services and these include.

Sr. No.Type of Activity /ServiceBrief about the Activity / Service
1Value Added ServicesDepositories also provide value added services such as
a. Basic Services Demat Account (BSDA)
b. Transposition cum dematerialization
c. Linkages with Clearing System
d. Distribution of cash and non-cash corporate benefits (Bonus, Rights, IPOs etc.), stock lending.
2Consolidated 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).
3Digitalization of services provided by the depositoriesDepositories offer below technology solutions and e-facilities to their demat account holders through DPs:
a. E-account opening
b. Online instructions for execution
c. e-DIS / Demat Gateway
d. e-CAS facility
e. Miscellaneous services

Details of Grievance Redressal Mechanism

The Process of investor grievance redressal

1Investor Complaint/ GrievancesInvestor can lodge complaint/ grievance against the Depository/DP in the following ways:
a. Electronic mode:b. Offline mode:
For tracking of your grievance, we request you to submit the same online through the portal.
The complaints/ grievances lodged directly with the Depository shall be resolved within 30 days
2Online Dispute Resolution (ODR) platform for online Conciliation and ArbitrationIf 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.
[SMARTODR link to be provided by Depositories]
3Steps 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 endeavor 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.

For the Multi-level complaint resolution mechanism available at the Depositories please refer to link - Complaint Resolution process at Depositories

Guidance pertaining to special circumstances related to market activities: Termination of the Depository Participant

Sr. No.Type of special circumstancesTimelines for the Activity/ Service
  • 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.

Dos and Don'ts for Investors

For Do's and Don'ts please refer to the link - Dos and Don'ts for Investor

Rights of investors

For rights, please refer to the link - Rights of investors

Responsibilities of Investors

For responsibilities please refer to the link - Responsibilities of Investors

Code of Conduct for Depositories

Link to be provided by the Depositories