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General information

SEBI Circulars:

Investor charter

Vision

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.

Don'ts

  • 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

  1. 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
  1. 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

  1. Investor to approach Market Participant for redressal of complaint
  2. 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.
  3. 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.
  4. If the matter could not be amicably resolved, then the matter shall be referred for conciliation.
  5. 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.
  6. If the conciliation is unsuccessful, the investor may request to refer the matter for arbitration.
  7. 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 ofContact personAddressContact No.Email IDWorking hours
Customer CareDarshana ChampanekarPlot No. A 16 & 17 Part B Crosslane, MIDC, Andheri East, Mumbai 400093022-66712199
darshana_champanekar@datamaticsbpm.com
Monday to Friday 10 a.m. to 5 p.m.
Head of Customer CareManisha ParkarPlot No. A 16 & 17 Part B Crosslane, MIDC, Andheri East, Mumbai 400093022-66712167
manisha.parkar@datamaticsbpm.com
Monday to Friday 10 a.m. to 5 p.m.
Compliance OfficerRita NagpalPlot No. A 16 & 17 Part B Crosslane, MIDC, Andheri East, Mumbai 400093022-66712201
rita.nagpal@datamaticsbpm.com
Monday to Friday 10 a.m. to 5 p.m.
Associate Vice PresidentSunny AbrahamPlot No. A 16 & 17 Part B Crosslane, MIDC, Andheri East, Mumbai 400093022-66712196
sunny.abraham@datamaticsbpm.com
Monday to Friday 10 a.m. to 5 p.m.

Data of Complaints received in respect of ‘Listed Clients’ handled by DBSL

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)

  1. After receipt of entitlement letter, please download the Instruction Kit for claimant filing V3 IEPF -5 form from the website of IEPF (https://www.iepf.gov.in/content/iepf/global/master/Home/Home.html). Read the instructions provided therein before filling the e-form.
    Application Process for ACCESSING Form No. IEPF-5
    Access MCA homepage and Login to MCA portal with valid credentials. Select “MCA services”
  2. Select “Company e-Filling” and navigate to the header “IEPF Services”. Access “IEPF-5 Web Form-Claiming unpaid amounts & shares”. Fill up the application and then Save the web form as a draft. The option to save the webform as a draft shall be enabled once the user enters the CIN / BCIN. SRN will be generated upon submission of webform (The SRN can be used by the user for any future correspondence with MCA).
  3. 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 receive through email generated indicating the SRN. Please note the SRN for future tracking of the form.
  4. Please take printout of the duly filled IEPF -5 and dispatch all the documents to the address of Nodal officer of the Bank and submit postal receipt on MCA site.
  5. Please refer below mentioned list of documents required to be submitted in hard copy if not submitted earlier.
    • Self-attested copy of Form IEPF-5 filed. If joint holders are involved, the said form should be signed by all the joint holders.
    • Original Indemnity Bond (auto generated after uploading form IEPF-5 with IEPF Authority) with signature of all claimants and witnesses.
    • In case of submission of Indemnity Bond, please take note of following:
      • Indemnity Bond (original) with signature of claimant, joint holders and two witnesses on a plain paper if the amount claimed does not exceed Rs.10,000.
      • In case of refund of shares or if the amount claimed exceeds Rs.10,000-On a Non-judicial stamp paper of the value as prescribed under the Stamp Act, where the shareholder resides.
      • Once you dispatch the documents as stated above, kindly submit postal receipt of the same on MCA portal. Please ensure that the date of dispatch of IEPF-5 form is entered and that the said date should not be prior to SRN generation date.
      • Please also ensure that these documents should reach the Bank within 15 days from the date of generation of the SRN else your claim will liable to be rejected.
  1. 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.

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

  1. Register on SCORES Portal
  2. Mandatory details for filing complaints on SCORES:
    Name, PAN, Address, Mobile Number, E-mail ID
  3. Benefits:
    1. Effective communication
    2. 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​

Download forms

NOTE:

  1. 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.
  2. The Forms & Documents are subject to change, based on amended instructions received from Regulatory and Statutory Authorities.
  3. In case of any further clarifications, you may get in touch with us.

Tripartite agreement (Change of RTA).

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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