1. 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.

2. 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 andtransparency.
   4. To always keep ‘protection of investors’ interest’ as goal while providing service.
   5. 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.

3. Services provided to Investors by stockbrokers include
   1. Execution of trades on behalf of investors.
   2. Issuance of Contract Notes.
   3. Issuance of intimations regarding margin due Payments.
   4. Facilitate execution of early pay-in obligationinstructions.
   5. Periodic Settlement of client’s funds.
   6. Issuance of retention statement of funds at the time ofsettlement.
   7. Risk management systems to mitigate operational and marketrisk.
   8. Facilitate client profile changes in the system as instructed by theclient.
   9. Information sharing with the client r.t. relevant Market Infrastructure Institutions (MII) circulars.
   10. Provide a copy of Rights & Obligations document to theclient.
   11. Communicating Most Important terms and Conditions (MITC) to theclient.
   12. Redressal of Investor’sgrievances.

4. Rights of Investors
   1. 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 (including website providing mandatory information).
   2. Receive complete information about the risks, obligations, and costs of any investment before investing.
   3. Receive a copy of all completed account forms and rights & obligationdocument.
   4. Receive a copy of ‘Most Important Terms & Conditions’ (MITC).
   5. Receive account statements that are accurate andunderstandable.
   6. Understand the terms and conditions of transactions youundertake.
   7. Access your funds in a prescribed manner and receive information about any restrictions or limitations on access.
   8. Receive complete information about maintenance or service charges, transaction or redemption fees, and penalties in form of tariff sheet.
   9. Discuss your grievances with compliance officer / compliance team / dedicated grievance redressal team of the firm and receive prompt attention to and fair consideration of your concerns.
   10. Close your zero balance accounts online with minimal documentation
   11. Get the copies of all policies (including Most Important Terms and Conditions) of the broker related to dealings of your account.
   12. Not be discriminated against in terms of services offered to equivalent clients
   13. Get only those advertisement materials from the broker which adhere to Code of Advertisement norms in place
   14. In case of broker defaults, be compensated from the Exchange Investor Protection Fund as per the norms in place
   15. Trade in derivatives after submission of relevant financial documents to the broker subject to brokers’ adequate due diligence.
   16. Get warnings on the trading systems while placing orders in securities where surveillance measures are in place
   17. Get access to products and services in a suitable manner even if differently abled
   18. Get access to educational materials of the MIIs and brokers
   19. Get access to all the exchanges of a particular segment you wish to deal with unless opted out specifically as per Broker norms
   20. Deal with one or more stockbrokers of your choice without any compulsion of minimum business
   21. Have access to the escalation matrix for communication with the broker
   22. Not be bound by any clause prescribed by the Brokers which are contravening the Regulatory provisions.

5.Various activities of Stock Brokers with timelines

6.DOs and DON’Ts for Investors

Additionally, Investors may refer to Dos and Don’ts issued by MIIs on their respective websites from time to time.

7.Grievance Redressal Mechanism

The process of investor grievance redressal is as follows:

8.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 stock broker defaults:

• Circular is issued to inform about declaration of Stock Broker asDefaulter.
• Information of defaulter stock broker is disseminated on Stock Exchangewebsite.
• Public Notice is issued informing declaration of a stock broker as defaulter and inviting claims within specified period.
• Intimation to clients of defaulter stock brokers via emails and SMS for facilitating lodging 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 fromIPF.
• Claim form for lodging claim against defaulter stock
• FAQ on processing of investors’ claims against Defaulter stockbroker.
• Provision to check online status of client’sclaim.
• Standard Operating Procedure (SOP) for handling of Claims of Investors in the Cases of Default by Brokers
• Claim processing policy against Defaulter/Expelled members
• List of Defaulter/Expelled members and public notice issued

Annexure – B

Format for Investor Complaints Data to be displayed by Stock Brokers on their respective websites

Data for every month ending

Trend of monthly disposal of complaints

*Should include complaints of previous months resolved in the current month, if any.

**Should include total complaints pending as on the last day of the month, if any.

^Average resolution time is the sum total of time taken to resolve each complaint in the current month divided by total number of complaints resolved in the current month.

Trend of annual disposal of complaints