Investor Charter


Vison

To follow highest standards of ethics and compliances while facilitating the trading byclientsin securities in a fair and transparent manner, so as to contribute in creation of wealthforinvestors.


Mission

  1. To provide high quality and dependable service through innovation, capacity enhancement and use of technology.
  2. To establish and maintain a relationship of trust and ethics with the investors.
  3. To observe highest standard of compliances and transparency.
  4. To always keep ‘protection of investors’ interest’ as goal while providing service.

Rights of Investors

  1. Ask for and receive information from a firm about the work history and backgroundof the person handling your account, as well as information about the firmitself.
  2. Receive complete information about the risks, obligations, and costs of any investment before investing.
  3. Receive recommendations consistent with your financial needs and investment objectives.
  4. Receive a copy of all completed account forms and agreements.
  5. Receive account statements that are accurate and understandable.
  6. Understand the terms and conditions of transactions you undertake
  7. Access your funds in a timely manner and receive information about any restrictionsor limitations on access.
  8. Receive complete information about maintenance or service charges, transactionor redemption fees, and penalties.
  9. Discuss your grievances with compliance officer of the firm and receive prompt attention to and fair consideration of your concerns.

Various activities of Stock Brokers with timelines

S.No. Activities Expected Timelines
1. KYC entered into KRA System and CKYCR 10 days of account opening
2. Client Onboarding Immediate, but not later than one week
3. Order execution Immediate on receipt of order, but not later than the same day
4. Allocation of Unique Client Code Before trading
5. Copy of duly completed Client Registration Documents to clients 7 days from the date of upload of Unique Client Code to the Exchange by thetrading member
6. Issuance of contract notes 24 hours of execution of trades
7. Collection of upfront margin from client Before initiation of trade
8. Issuance of intimations regarding other margin due payments At the end of the T day
9. Settlement of client funds 30 days / 90 days for running account settlement (RAS) as per the preferenceof client. If consent not given for RAS - within 24 hours of pay-out
10. ‘Statement of Accounts’ for Funds, Securities and Commodities Weekly basis (Within four tradingdaysof Securities and Commodities following week)
11. Issuance of retention statement of funds/commodities 5 days from the date of settlement
12. Issuance of Annual Global Statement 30 days from the end of the financial year
13. Investor grievances redressal 30 days from the receipt of the complaint

DOs and DON’Ts for Investors

DOs DON’Ts
Read all documents and conditions being agreed before signing the account opening Do not deal with unregistered stockbroker.
Receive 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.
Read the product / operational framework / timelines related to various Trading and Clearing & Settlement processes. Do not submit an incomplete account opening and KYC form.
Receive all information about brokerage, fees and other charges levied. Do not forget to inform any change in information linked to trading account and obtain confirmation of updation in the system.
Register your mobile number and email ID in your trading, 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.
If executed, receive a copy of Power of Attorney. However, Power of Attorney is not a mandatory requirement as per SEBI / Stock Exchanges. Before granting Power of Attorney, carefully examine the scope and implications of powers being granted. Do not ignore any emails / SMSs received with regards to trades done, from the Stock Exchange and raise a concern, if discrepancy is observed.
Receive contract notes for trades executed, showing transaction price, brokerage, GST and STT etc. as applicable, separately, within 24 hours of execution of trades. Do not opt for digital contracts, if not familiar with computers.
Receive funds and securities / commodities on time within 24 hours from pay-out. Do not share trading password.
Verify 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 fall prey to fixed / guaranteed returns schemes.
Receive statement of accounts periodically. If opted for running account settlement, account has to be settled by the stock broker as per the option given by the client (30 or 90days). Do not fall prey to fraudsters sending emails and SMSs luring to trade in stocks / securities promising huge profits.
In case of any grievances, approach stock broker or Stock Exchange or SEBI for getting the same resolved within prescribed timelines. Do not follow herd mentality for investments. Seek expert and professional advice for your investments.

Grievance Redressal Mechanism

Level 1– Approach the Stock Broker at the designated Investor Grievance e-mail ID of the stock broker. The Stock Broker 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.


Complaints Resolution Process at Stock Exchange explained graphically:

Timelines for complaint resolution process at Stock Exchanges against stock brokers

S.No. Type of Activity Timelines for activity
1. Receipt of Complaint Day of complaint (C Day).
2. Additional information sought from the investor, if any, and provisionally forwarded to stock broker. C + 7 Working days.
3. Registration of the complaint and forwarding to the stock broker. C+8 Working Days i.e. T day.
4. Amicable Resolution T+15 Working Days.
5. Refer to Grievance Redressal Committee (GRC), in case of no amicable resolution. T+16 Working Days.
6. Complete resolution process post GRC. T + 30 Working Days.
7. In case where the GRC Member requires additional information, GRC order shall be completed within. T + 45 Working Days.
8. Implementation of GRC Order. On 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.
9. In case the stock broker is aggrieved by the GRC order, will provide intention to avail arbitration Within 7 days from receipt of order
10. If intention from stock broker is received and the GRC order amount is upto Rs.20 lakhs Investor 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 and Undertaking from the investor.
11. Stock Broker shall file for arbitration Within 6 months from the date of GRC recommendation
12. In case the stock broker does not file for arbitration within 6 months The GRC order amount shall be released to the investor after adjusting the amount released as interim relief, if any.

Handling of Investor’s claims / complaints in case of default of a Trading Member/Clearing Member (TM/CM)


Default of TM/CM

Following steps are carried out by Stock Exchange for benefit of investor, in case stockbroker defaults:

  • Circular is issued to inform about declaration of Stock Broker as Defaulter.
  • Information of defaulter stock broker is disseminated on Stock Exchange website.
  • Public Notice is issued informing declaration of a stock broker as defaulter andinviting claims within specified period
  • Intimation to clients of defaulter stock brokers via emails and SMS for facilitatinglodging of claims within the specified period.

Following information is available on Stock Exchange website for information of investors:

  • Norms for eligibility of claims for compensation from IPF
  • Claim form for lodging claim against defaulter stock broker.
  • FAQ on processing of investors’ claims against Defaulter stock broker.
  • Provision to check online status of client’s claim.

Level 3 – The complaint not redressed at Stock Broker / Stock Exchange level, maybelodged with SEBI on SCORES (a web based centralized grievance redressal systemof SEBI) @ https://scores.gov.in/scores/Welcome.html

Vison

Towards making Indian Securities Market - Transparent, Efficient, & Investor friendly by providing safe, reliable, transparent and trusted record keeping platform for investors to hold and transfer securities in dematerialized form.


Mission

  1. To hold securities of investors in dematerialised form and facilitate its transfer, while ensuring safekeeping of securities and protecting interest of investors.
  2. To provide timely and accurate information to investors with regard to their holding and transfer of securities held by them.
  3. 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 electronicform. Depositories provide services to various market participants - Exchanges, ClearingCorporations, Depository Participants (DPs), Issuers and Investors in both primaryaswell as secondary markets. The depository carries out its activities through its agentswhich are known as Depository Participants (DP). Details available on the link
[CDSL: https://www.cdslindia.com/DP/dplist.aspx ]
[NSDL: https://nsdl.co.in/dpsch.php ].


Description of services provided by the Depository through DepositoryParticipants (DPs) to investors

Basic Services

S.No. Brief about the Activity / Service Expected Timelines for processing by the DP after receipt of proper documents
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 30 days
8. Settlement Instruction Depositories to accept physical DIS for pay-in of securities up to 4 p.m. and DIS in electronic form up to 6 p.m. on T+1 day

Depositories provide special services like pledge, hypothecation, internet-based services etc. in addition to their core services and these include

S.No. Type of Activity /Service Brief about the Activity / Service
1. Value Added Services Depositories also provide value added services such as
  • Basic Services Demat Account (BSDA)
  • Transposition cum dematerialization
  • Linkages with Clearing System
  • 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 provided services by the depositories Depositories offer below technology solutions and e-facilities to their demat account holders through DPs:
  • E-account opening: Details available on the link
  • Online instructions for execution: Details available on the link
  • e-DIS / Demat Gateway: Details available on the link
  • e-CAS facility: Details available on the link
  • Miscellaneous services: Details available on the link

Details of Grievance Redressal Mechanism

The Process of investor grievance redressal

1. Investor Complaint/ Grievances Investor can lodge complaint/ grievance against the Depository/DP in the following ways:

The complaints/ grievances lodged directly with the Depository shall be resolved within 30 days.
2. Investor Grievance Redressal Committee of Depository If no amicable resolution is arrived, then the Investor has the option torefer thecomplaint/grievance to the Grievance Redressal Committee(GRC)of the Depository. Upon receipt of reference, the GRC will endeavor to resolve the complaint/ grievance by hearing the parties and examining the necessary information and documents.
3. Arbitration proceedings The Investor may also avail the arbitration mechanism set out in the Byelaws and Business Rules/Operating Instructions of the Depository in relation to any grievance, or dispute relating to depository services. The arbitration reference shall be concluded by way of issue of an arbitral award within 4 months from the date of appointment of arbitrator(s).

For the Multi-level complaint resolution mechanism available at the Depositories please refer to Link.


Guidance pertaining to special circumstances related to market activities: 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 and/or any other grounds as mentioned in the bye laws like suspension of trading member by the Stock Exchanges.
  • 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.

Dos and Don’ts for Investors

For Do’s and Don’ts please refer to the link


Rights of investors

For rights, please refer to the link


Responsibilities of Investors

For responsibilities, please refer to the link

Trading

Received From. Carried Forward From PreviousMonth Received During The Month Total Pending Resolved Pending at the end of the month** Average Resolution Time (inDays)
Pending For Less Than 3 Months Pending For More Than 3 Months

Trend of monthly disposal of complaints

S. No Month Carried forward
from previous month
Received Resolved Pending

Trend of annual disposal of complaints

S. No Year Carried forward
from previous year
Received during the year Resolved during the year Pending at the end of the year

Depository

Received From. Carried Forward From PreviousMonth Received During The Month Total Pending Resolved Pending at the end of the month** Average Resolution Time (inDays)
Pending For Less Than 3 Months Pending For More Than 3 Months

Trend of monthly disposal of complaints

S. No Month Carried forward
from previous month
Received Resolved Pending

Trend of annual disposal of complaints

S. No Year Carried forward
from previous year
Received during the year Resolved during the year Pending at the end of the year

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Trustline Securities Ltd. SEBI Reg. No.- BSE Cash: INZ000211534 | BSE F&O: INZ000211534 | BSE Currency Derivative : INZ000211534 | CDSL: IN-DP-496-2020 | NSDL: IN-DP-496-2020 | PMS: INP000004268 | NSE Cash: INZ000211534 | NSE F&O: INZ000211534 | NSE Currency Derivative: INZ000211534 | USE-CURRENCY: INE270753634 | CIN NO-U74899DL1995PLC064753 | Research Analyst Reg. No. INH100000528 | AMFI ARN - 44980 [ Registered Address: Property No. 85, 1st Floor, Namberdar Estate, Taimoor Nagar, New Delhi - 110025]

Trustline Commodities Pvt Ltd. SEBI Reg. No.- MCX: INZ000088230| CIN NO-U51500DL2006PTC154215 [Registered Address: Property No. 85, 1st floor, Namberdar Estate, Taimoor Nagar, New Friends Colony, New Delhi, Delhi, India - 110025]

Trustline Insurance Brokers Pvt Ltd. [CIN:U74140DL2008PTC180546] [Registered Address: Property No. 85, 1st floor, Namberdar Estate, Taimoor Nagar, New Friends Colony, New Delhi, Delhi, India - 110025], is an IRDAI licensed Direct Broker bearing License No. DB-462 / 10, license dated 27/12/2019 valid till 26/12/2022 rendering advice on various insurance covers suitable to all kinds of needs. Prospective client(s) are advised to go through all comparable products available in the market, the product notes, terms and conditions of the product selected, before taking the decision. Insurance is a subject matter of solicitation.

Attention Investors

We are not allowing any trading in securities which falls under Graded Surveillance Measure (GSM).
To understand the concept of GSM kindly Click Here.

"Prevent unauthorised transactions in your account --> Update your mobile numbers/email IDs with your Stock brokers & Depository Participant. Receive information of your transactions directly from Exchange & CDSL/NSDL on your mobile/email at the end of the day. issued in the interest of investors.

"KYC is one time exercise while dealing in securities markets - once KYC is done through a SEBI registered intermediary (broker, DP, Mutual Fund etc.), you need not undergo the same process again when you approach another intermediary."

"No need to issue cheques by investors while subscribing to IPO. Just write the bank account number and sign in the application form to authorise your bank to make payment in case of allotment. No worries for refund as the money remains in investor's account."

"Investment in Securities Market/Commodity Market is subject to Market Risk."

"Clients Are Suggested Not To Blindly Follow Tips / Rumors Circulated By Various Agencies Via Various Mediums Such As Social Networks, Sms, Whatsapp, Blogs Etc. And Invest After Conducting Appropriate Analysis Of Respective Companies"

Caution towards unsolicited communication

It has come to the notice of the National Stock Exchange and Securities and Exchange Board of India (SEBI) that letter dated February 21, 2018 purported to have been issued by SEBI to NSE to furnish Futures & Options data of all Clients who are keeping their Futures position open at the end of the settlement i.e on 22nd February of PSU Bank Futures contracts. It is clarified by SEBI that no such letter is issued and NSE has not received any such letter from SEBI. Please click here to read the full circular.


Invester Charter

Investor Awareness regarding the revised guidelines on margin collection.

Advisory for investors
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