Investor Charter
  • Vision
    • To follow highest standards of ethics and compliances while facilitating the trading by clients in securities in a fair and transparent manner, so as to contribute in creation of wealth for investors.
  • Mission
    • To provide high quality and dependable service through innovation, capacity enhancement and use of technology.
    • To establish and maintain a relationship of trust and ethics with the investors.
    • To observe highest standard of compliances and transparency.
    • To always keep ‘protection of investors’ interest’ as goal while providing service.
  • Services Provided to Investors
    • Technology infrastructure and system for execution of transactions and orders.
    • Technology infrastructure and system to disseminate information pertaining to transactions on a real-time or a near real-time basis including issuance of Order Receipt and Deal Sheet.
    • Issuance of intimations regarding pending/due payments.
    • Information/Data display by making information available regarding, but not limited to Price, yield, face value, quantity, coupon, date of maturity, put/call option, copies of the prospectus/ offer documents or any other related literature or such other information.
    • Risk management systems to mitigate operational risk.
    • Facilitate client profile changes in the system as instructed by the client.
    • Information sharing with the client w.r.t. exchange circulars.
    • Redressal of Investor’s grievances.
  • Rights of Investors
    • Ask for and receive information from a firm about the work history and background of the person handling your account, as well as information about the firm itself.
    • Receive complete information about the risks, obligations, and costs of any investment before investing.
    • Receive recommendations consistent with your financial needs and investment objectives.
    • Receive a copy of all completed account forms and agreements.
    • Receive account statements that are accurate and understandable.
    • Understand the terms and conditions of transactions you undertake.
    • Receive complete information about maintenance or service charges, transaction or redemption fees, and penalties etc.
    • Discuss your grievances with compliance officer of the firm and receive prompt attention to and fair consideration of your concerns.
Various activities of online bond platform with timelines
Sr NoActivitiesExpected Timelines
1KYC entered into KRA System and CKYCR10 days of account opening
2Client OnboardingImmediate, but not later than one week
3Order executionImmediate on receipt of order, but not later than the same day
4Allocation of Unique Client CodeBefore trading
5Copy of duly completed Client Registration Documents to clients7 days from the date of upload of Unique Client Code to the Exchange by the trading member
6Issuance of Order ReceiptUpon placement of an order
7Issuance of Deal SheetUpon execution of the order
8Issuance of contract notes24 hours of execution of trades
9‘Statement of Accounts’ for Funds, Securities and CommoditiesWeekly basis (Within four trading days of following week)
10Issuance of Annual Global Statement30 days from the end of the financial year
11Investor grievances redressal30 days from the receipt of the complaint
DOs and DON’Ts for Investors
Sr NoDO'sDON'Ts
1Read all documents and conditions being agreed before signing the account opening form.Do not deal with unregistered Online Bond Platforms.
2Receive a copy of KYC, copy of account opening documents and Unique Client Code.Do not forget to strike off blanks in your account opening and KYC.
3Read the product / operational framework / timelines related to various Execution and Clearing & Settlement processes.Do not submit an incomplete account opening and KYC form.
4Receive all information about fees and other charges levied.Do not forget to inform any change in information linked to account opened with Online Bond Platforms and obtain confirmation of updation in the system.
5Register your mobile number and email ID in your OBP account, demat and bank accounts to get regular alerts on your transactions.Do not transfer funds, for the purposes of trading to anyone other than a stock-broker. No payment should be made in name of employee of stock-broker.
6Receive Order Receipt of order placed, and Deal Sheet for order executed, showing date and time of order, details of counter-parties involved, quantity and amount transacted etc.Do not ignore any emails / SMSs received with regards to trades done, from the Stock Exchange and raise a concern, if discrepancy is observed.
7Verify details of trades, contract notes and statement of account and approach relevant authority for any discrepancies. Verify trade details on the Exchange websites from the trade verification facility provided by the Exchanges.Do not opt for digital contracts, if not familiar with computers.
8Receive statement of accounts periodically.Do not share one time password for accessing account.
9In case of any grievances, approach Online Bond Platform or Stock Exchange or SEBI for getting the same resolved within prescribed timelinesDo not fall prey to fixed / guaranteed returns schemes.
10-Do not fall prey to fraudsters sending emails and SMSs luring to trade in stocks / securities promising huge profits.
11-Do not follow herd mentality for investments. Seek expert and professional advice for your investments
Grievance Redressal Mechanism
Level 1 – Approach the Online Bond Platform at the designated Investor Grievance e-mail ID of the Online Bond Platform. The Online Bond Platform will strive to redress the grievance immediately, but not later than 30 days of the receipt of the grievance.
Level 2 – Approach the Stock Exchange using the grievance mechanism mentioned at the website of the respective exchange.

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

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.