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.	21
C	Other Operational activities:
	1. Allotment of securities (IPO)	3
	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 MUFG Intime India Private Limited, Depository, Company, Stock Exchange or SEBI for resolution within prescribed timelines.

Level-1 -To Listed Company / MUFG Intime India Private Limited:

In the event the grievance / complaint is not redressed after submission of all requisite documents within the expected timelines as mentioned in the Investor Charter or the investor is not satisfied with the resolution, he / she may escalate the grievance / complaint addressed to the Grievance Redressal Division, by email to our dedicated id: gro@in.mpms.mufg.com or through a letter (hard copy) addressed to.

Grievance Redressal Division,
MUFG Intime India Private Limited,
C-101, Embassy 247,
L.B.S.Marg,
Vikhroli (West),
Mumbai – 400 083

While lodging the grievance / complaint it is necessary for the investor to mention the following:

• Nature of Complaint
• Name of Issuer Company
• Folio Number / DP ID-Client ID
• Full Name of shareholder
• E-mail address and mobile number
• RE No. / Ref.No. provided by MUFG Intime India Private Limited
• Reference to any previous correspondence made in this regard
• Provide the relevant documents and
• Also update KYC and details, if there are any changes.

We shall send intimation of redressal / resolution of grievance / complaint via e-mail / physical letter, as applicable, within 21 days from the date of receipt of grievance / complaint.

Level-2 -To Stock Exchanges - Online registration of complaint / grievance on stock exchanges:

1. 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.

2. If the company fails to redress the complaint within 21 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 / MUFG Intime India Private Limited, 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

• Investor Grievance - Escalation Matrix (Annexure-A)

  Investor Grievance

  Escalation Matrix (Annexure A)

  As required under Circular No. SEBI/HO/MIRSD-PoD-1/P/CIR/2023/72 dated 08th June 2023.
  
  In the absence of a response / complaint not addressed to your satisfaction, you may escalate your complaint in the sequence of Escalation Matrix mentioned in the table below with a time gap of 15 days for each escalation.

  
  

  Details of	Contact Person	Contact No.	Email Id	Address
  Customer Care	Jayprakash .V. P.	022-49186153	investor.query1@in.mpms.mufg.com	MUFG Intime India Private Limited,C 101, Embassy 247, L.B.S.Marg, Vikhroli (West), Mumbai - 400083
  Head of Customer Care	Supriya Mirashi	022-49186151	investor.query2@in.mpms.mufg.com
  Compliance Officer	B N Ramakrishnan	022-49186154	comp.off@in.mpms.mufg.com
  COO	Kartik Neelakantan	022-49186111	coo@in.mpms.mufg.com

  Please quote RE-Number/Unique Reference Number (URN) of the response / complaint not addressed to your satisfaction while raising your complaint in the above escalation matrix.

  Office Working Hours (Except Public Holidays)

    Monday - Friday 10:00 AM - 5:00 PM

SMART ODR Portal (Securities Market Approach for Resolution Through ODR Portal):

As per a recent Circular, SEBI/HO/OIAE/OIAE_IAD-1/P/CIR/2023/131 dated 31-Jul-23, and SEBI Master Circular dated Aug 04, 2023, SEBI has launched SMART ODR Portal (Securities Market Approach for Resolution Through ODR Portal) for online resolution of disputes in the Indian Securities Market.

File a dispute through online dispute resolution portal in case of non-resolution of grievance by the intermediary within the specified timelines SMARTODR

For more information on online resolution of disputes in the Indian Securities Market, refer to SEBI Circular

Month End Data of Complaints