General information.
SEBI Circulars:
- 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.
- Investors Charter – Registrars to an Issue and Share Transfer Agents (RTAs) dated 26/11/2021
- 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 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
- 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 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.
As a customer-centric organization, we are committed to providing the highest quality of service delivery to investors. We resolve/respond to service requests within the stipulated timelines as stated below:
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 / 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 |
- 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 Datamatics Business Solutions Ltd., Depository, Company, Stock Exchange or SEBI for resolution within prescribed timelines.
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 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 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 / up-dation 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).
Level-1 -To Listed Company / Datamatics Business Solutions Ltd.:
- Investor shall check the website of listed company / or website of Datamatics Business Solutions Ltd. for the dedicated grievance e-mail ID ([email protected]) and other relevant details of the grievance redressal division /compliance officer for the purpose of registering grievances / complaints.
- Investor can dial on help numbers or point of service of Datamatics Business Solutions Ltd. for any query or concern.
- For lodging the grievance, the investor can write to listed Company / Datamatics Business Solutions Ltd. dedicated e-mail address or through physical letter addressed to:
Â
Datamatics Business Solutions Ltd.
Unit: Name of the Listed Company
Plot No A-16 & 17,
Part B, Cross Lane, MIDC,
Andheri (East), Mumbai 400 093,
Maharashtra, India. - While lodging a complaint it is necessary for investor to mention the following:
- Nature of Complaint
- Name of Issuer Company
- Folio number
- Full Name of shareholder
- E-mail address and mobile number
- Reference to any previous correspondence made in this regard
- Provide the relevant documents and also update KYC and details, if there are any changes.
- Upon receipt of the complaint, Datamatics Business Solutions Ltd. after due verification shall send intimation of redressal / resolution of complaint via e-mail / physical letter as applicable within 30 days from the date of receipt of complaint.
Level-2 – To Stock Exchanges – Online registration of complaint / grievance on stock exchanges:
- The nature of the 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 – Online registration of complaint / grievance on SCORES
If the investor is not satisfied with the redressal / resolution of the complaint by the listed company / Datamatics Business Solutions Ltd., investor can lodge the complaint with SEBI on SCORES.
Grievance Redressal Mechanism at SEBI:
Complaints can be lodged with SEBI electronically through SEBI Complaints Redress System – SCORES (a web based centralized grievance redressal system of SEBI) https://scores.sebi.gov.in/
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 | [email protected] | 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 | [email protected] | 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 | [email protected] | 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 | [email protected] | 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 :Â Download Form
- E-Form-5 with Instruction kit :Â Download Form
Before filing Complaints with the regulatory bodies please give us an opportunity to redress your grievances
Send your complaints to [email protected]
- 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: [email protected]
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: [email protected]
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