Grievance Redressal
In case of any grievance / complaint against the Jiraaf:
Level 1 – Approach the Online Bond Platform at the designated Investor Grievance e-mail ID [email protected]. The Online Bond Platform will strive to redress the grievance immediately, but not later than 30 days of the receipt of the grievance.

Please contact Compliance Officer of Jiraaf at [email protected] and Phone No: +91 9611312885. You may also approach [email protected].

Level 2 – Approach the Stock Exchange using the grievance mechanism mentioned at the website of the respective exchange.
If not satisfied with the response of the Online Bond Platform(s), you may contact the concerned Stock Exchange along with the supporting documents. To this effect and in case of NSE, you will require to send an email at the nearest Investor Service Centre or by sending physical complaint to the nearest Investor Service Centre.
You may locate the Investor Service Centre of the NSE at https://www.nseindia.com/contact/investor-services-centre.
Complaints Resolution Process at Stock Exchange explained graphically:
Timelines for complaint resolution process at Stock Exchanges against Online Bond Platform
Sr NoType of ActivityTimelines of Activity
1Receipt of ComplaintDay of complaint (C Day).
2Additional information sought from the investor, if any, and provisionally forwarded to Online Bond PlatformC + 7 Working days
3Registration of the complaint and forwarding to the Online Bond PlatformC+8 Working Days i.e. T day
4Amicable ResolutionT+15 Working Days
5Refer to Grievance Redressal Committee (GRC), in case of no amicable resolutionT+16 Working Days
6Complete resolution process post GRCT+30 Working Days
7In case where the GRC Member requires additional information, GRC order shall be completed withinT+45 Working Days
8Implementation of GRC OrderOn receipt of GRC Order, if the order is in favour of the investor, debit the funds of the stock broker. Order for debit is issued immediately or as per the directions given in GRC order
9In case the Online Bond Platform is aggrieved by the GRC order, will provide intention to avail arbitrationWithin 7 days from receipt of order
10If intention from Online Bond Platform is received and the GRC order amount is upto Rs.20 lakhsInvestor is eligible for interim relief from Investor Protection Fund (IPF). The interim relief will be 50% of the GRC order amount or Rs.2 lakhs whichever is less. The same shall be provided after obtaining an Undertaking from the investor
11Online Bond Platform shall file for arbitrationWithin 3 months from the date of GRC recommendation
12In case the Online Bond Platform does not file for arbitration within 3 monthsThe GRC order amount shall be released to the investor after adjusting the amount released as interim relief, if any.
Level 3 – The complaint not redressed at Online Bond Platform / Stock Exchange level, may be lodged with SEBI on SCORES (a web based centralized grievance redressal system of SEBI) @ https://scores.gov.in/scores/Welcome.html or by lodging your complaint against Online Bond Platform(s) along with the supporting documents through ODR Portal (w.e.f August 16, 2023). Link to ODR portal is - https://smartodr.in/.
For any queries, feedback or assistance, please contact SEBI Office on Toll Free Helpline at 1800 22 7575 / 1800 266 7575.