Investor Charter
Transparency, investor protection and grievance redressal across depository, stock broking and research analyst services.
Important notice
Investor protection first
Each charter outlines services, investor rights, timelines and complaint handling as prescribed by SEBI.
Quick highlights
DP Services
Demat & custody
Broking
Trade execution
Your Rights
Clear obligations
At a glance
DP Charter
CDSL depository participant
Stock Broker
NSE / BSE registered
Research Analyst
SEBI registered RA
SEBI-mandated charters
Select a category to view the full investor charter document.
Investor Charter
Investors Charter of Depository Participant
CDSL DP ID: 12076400 · SEBI Registered
Vision
Towards making Indian Securities Market – Transparent, Efficient & Investor friendly by providing safe, reliable, transparent and trusted record keeping platform for investors to hold securities in dematerialized form.
Mission
To hold securities of investors in dematerialised 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: CDSL :- https://www.cdslindia.com/DP/dplist.aspx
4. Description of services provided by the Depository through DPs to investors
(1) Basic Services
| S.No. | Brief about the Activity / Service | Expected Timelines |
|---|---|---|
| 1 | Dematerialization of securities | 7 days |
| 2 | Rematerialization of securities | 7 days |
| 3 | Mutual Fund Conversion / Destatementization | 5 days |
| 4 | Re-conversion / Restatementisation of Mutual fund units | 7 days |
| 5 | Transmission of securities | 7 days |
| 6 | Registering pledge request | 15 days |
| 7 | Closure of demat account | 2 days |
| 8 | Settlement Instruction | For T+1 day settlements, Participants shall accept instructions from the Clients, in physical form up to 4 p.m. (in case of electronic instructions up to 6.00 p.m.) on T day for pay-in of securities. For T+0 day settlements, Participants shall accept EPI instructions from the clients, till 11:00 AM on T day. Note: 'T' refers 'Trade Day' |
(2) Special Services — Pledge, Hypothecation, Internet-based services etc.
| S.No. | Type of Activity / Service | Brief about the Activity / Service |
|---|---|---|
| 1 | Value Added Services | Depositories also provide value added services such as: a. Basic Services Demat Account (BSDA)¹ b. Transposition cum dematerialization² c. Linkages with Clearing System³ d. Distribution of cash and non-cash corporate benefits (Bonus, Rights, IPOs etc.), stock lending, demat of NSC / KVP, demat of warehouse receipts etc. |
| 2 | Consolidated 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). |
| 3 | Digitalization of services | Depositories offer below technology solutions and e-facilities to their demat account holders through DPs: a. E-account opening⁴ b. Online instructions for execution⁵ c. e-DIS / Demat Gateway⁶ d. e-CAS facility⁷ e. Miscellaneous services⁸ |
5. Details of Grievance Redressal Mechanism
(1) The Process of investor grievance redressal
| S.No. | Investor Complaint / Grievances | Process Details |
|---|---|---|
| 1 | Investor Complaint / Grievances | Investor can lodge complaint / grievance against the Depository/DP in the following ways: a. Electronic mode – (i) SCORES 2.0 (a web based centralized grievance redressal system of SEBI) Two Level Review: First review by Designated Body; Second review by SEBI. (ii) Respective Depository's web portal dedicated for filing of complaint (iii) Emails to designated email IDs – complaints@cdslindia.com b. Offline mode: Investors can send physical letters to CDSL on our registered office address. |
| 2 | Online Dispute Resolution (ODR) | If 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 on SMARTODR platform. SMART ODR – https://smartodr.in/login |
| 3 | Steps in ODR for Review, Conciliation and Arbitration | – Investor to approach Market Participant for redressal of complaint – If not satisfied, escalate the complaint on SEBI SCORES portal. – Alternatively, file a complaint on SMARTODR portal for online conciliation and arbitration. – The relevant MII will review the matter and endeavour to resolve within 21 days. – If unresolved amicably, the Investor may request for conciliation (21 days, extendable by 10 days). – If conciliation is unsuccessful, the investor may request to refer the matter for arbitration (30 days, extendable by 30 days). |
| 4 | Claim to be filed by Beneficial Owner | The Beneficial owner who suffered a loss needs to file their claim with DP / CDSL along with: – Statement of claim – Details of estimated loss and supporting documents – FIR Copy (in case of alleged fraud) – Declaration stating that same relief has not been sought before any other fora Hard copy to be addressed to the CDSL Legal Team at the registered office. Soft copy to: claims@cdslindia.com. |
(2) For the Multi-level complaint resolution mechanism available at the Depositories⁹
6. Guidance pertaining to special circumstances — Termination of the Depository Participant
| S.No. | Type of special circumstances | Timelines for the Activity / Service |
|---|---|---|
| 1 | Depositories to terminate the participation in case a participant no longer meets the eligibility criteria. 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. |
Additional Resources
Annexure C — Investor Complaints Data
Data for Every Month Ending – October 2025
| S.No | Received from | Carried forward from previous month | Received during the month | Total Pending | Resolved* | Pending at end of month** | Avg Resolution time^ (days) | |
|---|---|---|---|---|---|---|---|---|
| < 3 months | > 3 months | |||||||
| 1 | Directly from Investors | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
| 2 | SEBI (SCORES) | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
| 3 | Depositories | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
| 4 | Other Sources (if any) | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
| 5 | Grand Total | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
Trend of monthly disposal of complaints
| S.No | Month | Carried forward | Received | Resolved* | Pending** |
|---|---|---|---|---|---|
| 1 | Apr-2021 | 0 | 0 | 0 | 0 |
| 2 | May-2021 | 0 | 0 | 0 | 0 |
| 3 | Jun-2021 | 0 | 0 | 0 | 0 |
| 4 | Jul-2021 | 0 | 0 | 0 | 0 |
| 5 | Aug-2021 | 0 | 0 | 0 | 0 |
| 6 | Sep-2021 | 0 | 0 | 0 | 0 |
| 7 | Oct-2021 | 0 | 0 | 0 | 0 |
| 8 | Nov-2021 | 0 | 0 | 0 | 0 |
| 9 | Dec-2021 | 0 | 0 | 0 | 0 |
| 10 | Jan-2022 | 0 | 0 | 0 | 0 |
| 11 | Feb-2022 | 0 | 0 | 0 | 0 |
| 12 | Mar-2022 | 0 | 0 | 0 | 0 |
| 12 | April-2022 | 0 | 0 | 0 | 0 |
| 13 | May-2022 | 0 | 0 | 0 | 0 |
| 14 | June-2022 | 0 | 0 | 0 | 0 |
| 15 | July-2022 | 0 | 0 | 0 | 0 |
*Should include complaints of previous months resolved in the current month, if any.
**Should include total complaints pending as on the last day of the month, if any.
^Average resolution time is the sum total of time taken to resolve each complaint in the current month divided by total number of complaints resolved in the current month.
Trend of Annual disposal of complaints
| S.No. | Year | Carried forward | Received during year | Resolved during year | Pending at end of year |
|---|---|---|---|---|---|
| 1 | 2017-18 | 0 | 0 | 0 | 0 |
| 2 | 2018-19 | 0 | 0 | 0 | 0 |
| 3 | 2019-20 | 0 | 0 | 0 | 0 |
| 4 | 2020-21 | 0 | 0 | 0 | 0 |
| 5 | 2021-22 | 0 | 0 | 0 | 0 |
| 6 | 2022-23 | 0 | 0 | 0 | 0 |
| 7 | 2023-24 | 0 | 0 | 0 | 0 |
| 8 | 2024-25 | 0 | 0 | 0 | 0 |
| 9 | Grand Total | 0 | 0 | 0 | 0 |
Last Updated: October 2025
For grievance redressal, visit sebi.gov.in or contact us at help@ezwealth.in
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