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Information for Shareholders
General information.
SEBI Circulars:
- Investor Charter for Registrars to an Issue and ShareTransfer Agents- dated 14/05/2025
- SEBI Master Circular for Registrars to an Issue and Share Transfer Agents- dated 07/05/2024
- FAQs published by SEBI on its website at the following web link for investor awareness : https://www.sebi.gov.in/sebi_data/faqfiles/sep-2024/1727418250017.pdf
- Simplified norms for processing investor’s service requests by RTAs and norms for furnishing PAN, KYC details and Nomination Dated 17/11/2023
- Extension of timelines (i) for nomination in eligible demat accounts and (ii) for submission of PAN, Nomination and KYC details by physical security holders; and voluntary nomination for trading accounts. Dated 26/09/2023
- Redressal of investor grievances through the SEBI Complaint Redressal (SCORES) Platform and linking it to Online Dispute Resolution platform. Dated 20/09/2023.
- Online Resolution of Disputes in the Indian Securities Market. Dated 31/07/2023.
- Common and simplified norms for processing investor’s service requests by RTAs and norms for furnishing PAN, KYC details and Nomination dated 16/03/2023.
- Generating awareness on availability of Dispute Resolution Mechanism at Stock Exchanges against Listed Companies/ Registrars to and Issue and Shares Transfer Agents (RTAs) dated 27/01/2023.
- Guidelines with respect to procedural aspects of Suspense Escrow Demat Account – Advisory to RTAs dated 30/12/2022
- SOP for Dispute Resolution under Stock Exchange Arbitration mechanism dated 30/05/2022
- Simplification of procedure and standardization of formats of documents for Issue of duplicate securities certificates dated 25/05/2022
- Simplification of procedure and standardization of formats of documents for transmission of securities dated 18/05/2022
- System Driven Disclosures dated 07/03/2022
- Issuance of Securities in dematerialized form in case of Investor Service Requests dated 25/01/2022
- Clarifications on Common and Simplified Norms for Processing Investor’s Requests dated 14/12/2021.
- Common and Simplified Norms for processing investor’s service request dated 03/11/2021
- Operational guidelines for Transfer and Dematerialization of re-lodged physical shares dated 02/12/2020
- Relodgement of Transfer Requests of Shares dated 07/09/2020
- Amendment to Reg.40 of SEBI (LODR) Regulations, 2015 Gazette with respect to mandatory dematerialisation for transfer of securities dated 08/06/2018.
Investor charter.
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.
- To maintain high standard of integrity in the conduct of business by fulfilling obligations in a prompt, ethical, transparent 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.
- To ensure confidentiality of information shared by investors unless such information is required to be provided in furtherance of discharging legal obligations or investors have provided specific consent to share such information.
- Providing details of allotment and clarification on allotment.
- Processing change in /updation 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 with regard to exemption / lower tax rates for TDS on dividend/interest, revalidation and reissue of dividend and interest instruments.
- Processing investor service requests in a timely manner and providing details of discrepancies observed in the documents to the investors in one go.
- 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 e-mails, Letters and SCORES
Sr. No. | Nature of Service | Expected Timelines (Number of days) |
---|---|---|
A | Investor Service Request: | |
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 | I. Processing of request for change in / updation 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 Updation 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. | 21 |
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 |
- Right to receive all the benefits/ material information declared by the Company.
- Right to fair and equitable treatment.
- Right to 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.
- Right to approach RTA, Depository, Company, Stock Exchange or SEBI for resolution within prescribed timelines, in case of any grievances.
- Right to ask for and receive information about all the statutory and regulatory disclosures.
- Right to sell/transfer securities with minimal documentation.
- Right to get access to services in a suitable manner even if differently abled.
- Right to get access to educational materials of RTAs.
- Right to get customised services as per requirement at fair price.
- Right to have access to the escalation matrix for communication with the RTA.
- Right to not be bound by any clause prescribed by the Issuer Company/RTA which are contravening to the Regulatory provisions.
- Right to get updates with respect to various service requests filed with the RTA.
Do’s
- Encash dividend/Interest regularly to avoid transfer of unclaimed amount/underlying securities to IEPF.
- Follow up diligently and promptly if you have not received 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 to facilitate the RTA for sending communication.
- Ensure that correct and complete Bank details are recorded with RTA to facilitate prompt electronic credit of dividend / interest redemption amounts and eliminate possibility of unclaimed amounts / underlying securities being transferred to IEPF.
- 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 in all respects and keep copies of documents sent to the RTA.
- Monitor all corporate announcements pertaining to investments made.
Dont’s
- 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 such as change in / updation of address, e-mail address, mobile number and bank details.
- Do not share security details, viz., folio number, certificate number, distinctive number(s), bank details, specimen signature, KYC documents, etc. with unknown person(s).
1. Investor complaint/Grievances
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
- 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
2. Online Dispute Resolution (ODR) platform for online Conciliation and Arbitration
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.
3. Steps 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 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. - 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.
- If the matter could not be amicably resolved, then the matter shall be referred 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 with consent of the parties to dispute.
- If the conciliation is unsuccessful, 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 with consent of the parties to dispute.
As required under Circular No. SEBI/HO/MIRSD-PoD-1/P/CIR/2023/72 dated 08th June 2023. In the absence of a response or if a complaint is not addressed to your satisfaction, you may escalate your complaint in the sequence of the Escalation Matrix mentioned in the table below with a time gap of 15 days for each escalation.
Datamatics Business Solutions Ltd. – Escalation Matrix | |||||
---|---|---|---|---|---|
Details of | Contact person | Address | Contact No. | Email ID | Working hours |
Customer Care | Darshana Champanekar | Plot No. A 16 & 17 Part B Crosslane, MIDC, Andheri East, Mumbai 400093 | 022-66712199 | darshana_champanekar@datamaticsbpm.com | Monday to Friday 10 a.m. to 5 p.m. |
Head of Customer Care | Manisha Parkar | Plot No. A 16 & 17 Part B Crosslane, MIDC, Andheri East, Mumbai 400093 | 022-66712167 | manisha.parkar@datamaticsbpm.com | Monday to Friday 10 a.m. to 5 p.m. |
Compliance Officer | Rita Nagpal | Plot No. A 16 & 17 Part B Crosslane, MIDC, Andheri East, Mumbai 400093 | 022-66712201 | rita.nagpal@datamaticsbpm.com | Monday to Friday 10 a.m. to 5 p.m. |
Associate Vice President | Sunny Abraham | Plot No. A 16 & 17 Part B Crosslane, MIDC, Andheri East, Mumbai 400093 | 022-66712196 | sunny.abraham@datamaticsbpm.com | Monday to Friday 10 a.m. to 5 p.m. |
Claiming dividend / shares from IEPF Authority
Any person, whose shares, unclaimed or unpaid dividend amount has been transferred by the company to IEPF may claim their refunds to the IEPF authority.
Procedure to claim refund (Form IEPF 5)
- Download the form IEPF-5 from the website of IEPF https://www.iepf.gov.in/IEPF/refund.html for filing the claim for refund. Read the instructions provided on the website/instruction kit along with the e-form carefully before filling the form.
- After filling the form save it on your computer and submit the duly filled form by following the instructions given in the upload link on the website. On successful uploading an acknowledgement will be generated indicating the SRN. Please note the SRN for future tracking of the form.
- Take a printout of the duly filled IEPF-5 and the acknowledgement issued after uploading the form.
- Submit indemnity bond in original, copy of acknowledgement and self-attested copy of e-form along with the other documents as mentioned in the Form IEPF-5 to Nodal Officer (IEPF) of the company at its registered office in an envelope marked “Claim for refund from IEPF Authority”.
- Claim forms completed in all aspects will be verified by the concerned company and on the basis of company’s verification report, refund will be released by the IEPF Authority in favor of claimants’ Aadhaar linked bank account through electronic transfer.
- E-Form-5 : Download Form
- E-Form-5 with Instruction kit : Download Form
Before filing Complaints with the regulatory bodies please give us an opportunity to redress your grievances
Send your complaints to investorsqry@datamaticsbpm.com
- Attach copy of self-attested PAN with Folio No OR Demat Account No. mentioned on it.
- Attach address proof
- Original unsigned cancelled cheque of active core banking account with name printed on it
- Provide Email Address and Mobile number
SEBI Complaint Redressal System - Filing complaints on SCORES – Easy & Quick
- Register on SCORES Portal
- Mandatory details for filing complaints on SCORES:
Name, PAN, Address, Mobile Number, E-mail ID - Benefits:
- Effective communication
- Speedy redressal of grievances
SMART ODR Portal (Securities Market Approach for Resolution Through ODR Portal):
File a dispute through online dispute resolution portal in case of non-resolution of grievance by the intermediary within the specified timelines – https://smartodr.in/intermediary/login
Procedures.
- Transfer of Shares
- Transmission of Shares
- Deletion of name due to death of Joint Shareholder/s
- Transposition of Shares
- Issue of Duplicate Securities
- Issue of Duplicate OR Revalidation of Dividend Warrant
- Change of Address / Bank details / PAN updation
- Change in the Names of Shareholders
- Dematerialisation / Rematerialisation
Download forms.
- Form No. ISR-1 - Request for Registering PAN, KYC Details or Changes/Updation
- Form No. ISR-2 - Confirmation of Signature of securities holder by the Banker
- Form No. ISR-3 - Declaration Form for Opting-out of Nomination
- Form No. ISR-4 - Duplicate and other services in demat
- Form No.SH-13 - Nomination Form
- Form No. SH-14 - Cancellation or Variation of Nomination
- Transfer Form (SH-4)
- Form for Deletion and Transposition
- Annexure-C-ISR5 - Request for Transmission of Securities by Nominee or Legal Heir
- Annexure-D - Individual Affidavits to be given by ALL the Legal Heirs
- Annexure-E - Bond of Indemnity to be furnished jointly by all Legal Heir(s) including the Claimant(s)
- Annexure-F - No-Objection Certificate from the Legal Heir(s)
- Form-A – Affidavit for Issue of duplicate securities
- Form-B – Indemnity for Issue of duplicate securities
NOTE:
- The list of documents provided herein above are indicative and Datamatics reserves the right to call for additional documents for enhanced due diligence on case to case basis.
- The Forms & Documents are subject to change, based on amended instructions received from Regulatory and Statutory Authorities.
- In case of any further clarifications, you may get in touch with us.
Contact us
Email ID: investorsqry@datamaticsbpm.com
Board Numbers:
022-66712001 to 2010
Address:
Datamatics Business Solutions Ltd.
Plot No A-16 & 17,
Part B, Cross Lane, MIDC,
Andheri (East), Mumbai 400 093,
Maharashtra, India.
SEBI REGN.No. INR000000874
Compliance officer for the RTA division
Compliance officer:
Ms. Rita Nagpal
Email ID: rita.nagpal@datamaticsbpm.com
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