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Master Circular on the redressal of investor grievances through the SEBI Complaints Redress System (SCORES) platform - SEBI - SEBI/HO/OIAE/IGRD/P/CIR/2022/0150

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..... tly with the entity concerned at the first instance. Accordingly, it is now mandatory for investors to first take up their grievances for redressal with the entity concerned, through their designated persons/officials who handle issues relating to compliance and redressal of investor grievances. In case, the entity concerned fails to redress the complaint within the timeline provided herein, the investor may then file their complaint in SCORES. 3. The investors may contact the Investor Associations (IAs) recognized by SEBI for any assistance in filing complaints on SCORES. The list of IAs are available on SEBI website (www.sebi.gov.in). Investors may also seek assistance in filing complaints on SCORES from SEBIs toll free helpline number 1800 266 7575 or 1800 22 7575. 4. Investors who wish to lodge a complaint on SCORES (complainant) are required to register themselves on www.scores.gov.in by clicking on “Register here” under the “Investor Corner”. While filing the registration form, details like Name of the investor, Permanent Account Number (PAN), contact details, email id, Aadhaar card number(optional), Central KYC (CKYC) ID (optional) etc. are required t .....

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Master Circular on the redressal of investor grievances through the SEBI Complaints Redress System (SCORES) platform - SEBI

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..... plaints falling under the purview of other regulatory bodies such as Reserve Bank of India, (RBI), Insurance Regulatory and Development Authority of India (IRDAI), Pension Fund Regulatory and Development Authority of India (PFRDAI), Competition Commission of India (CCI), or complaints falling under the purview of other ministries. iv. Complaints against a company under resolution under the relevant provisions of the Insolvency and Bankruptcy Code, 2016 (IBC). v. Complaints against the companies where the name of company is struck off from Register of Companies (RoC) or a vanishing company as published by MCA. vi. Liquidated Companies or companies under liquidation. A. SCORES Authentication for intermediaries and MIIs 10. The procedure for generation of SCORES user id and password is fully automated for all new SEBI registered intermediaries and MIIs who got registered/ recognised with / by SEBI after August 02, 2019. SCORES user id and password details shall be sent through auto-generated e-mails, upon completion of process of online grant of registration by SEBI. 11. The SCORES user id and password details shall be sent to the e-mail id of the Contact Person/Compliance Officer as .....

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Master Circular on the redressal of investor grievances through the SEBI Complaints Redress System (SCORES) platform - SEBI

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..... otifications related to SCORES complaints are sent, on their own. C. Handling of complaints by stock exchanges against certain listed companies. 19. From September 01, 2020 onwards, stock exchanges are the first recourse for certain categories of complaints against listed companies as provided in Annexure-1. The procedure and actions mentioned below shall only be applicable for those categories of complaints. 20. Upon receipt of the complaint through SCORES, the Designated Stock Exchange (DSE) shall take up the complaint with the company. The company is required to redress the complaint and submit an ATR to DSE within 30 days from the date of receipt of such complaint. 21. In case the ATR is not submitted by the company within 30 days or the DSE is of the opinion that the complaint is not adequately redressed and the complaint remains pending beyond 30 days, a reminder shall be issued by the DSE to the listed company through SCORES, directing expeditious redressal of the grievance within another 30 days. 22. On being adequately satisfied with the response of the company with respect to the complaint, the DSE shall submit an ATR to SEBI. 23. For any failure to redress investor griev .....

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Master Circular on the redressal of investor grievances through the SEBI Complaints Redress System (SCORES) platform - SEBI

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..... above procedure and actions (Para 24-32), if found necessary, only after recording reasons in writing. 34. Stock exchanges shall intimate SEBI through SCORES about all actions taken against the listed company for non-resolution of the complaints and non-payment of fines. 35. The time-line for handling complaints along with timelines on the actions to be taken by stock exchanges for non-resolution of investor grievances is provided in Annexure-2. 36. The fine shall be computed and levied on a monthly basis during the non-compliance period. 37. Amount of fine shall continue to accrue till the date of filing of ATR to the effect of redressal of grievance by the company or till the company is compulsorily delisted, whichever is earlier. E. Action after redressal of investor grievance by such listed companies: 38. Company will be treated as compliant if it has redressed the complaints and has paid the levied fines (if any). 39. In case the promoters’ shareholding is frozen by the DSE, an intimation shall be given to the depositories to unfreeze the promoters’ holdings from the date of such compliance. 40. In case the listed company has redressed the complaint but has not pai .....

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Master Circular on the redressal of investor grievances through the SEBI Complaints Redress System (SCORES) platform - SEBI

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..... eated as resolved/disposed/closed only when SEBI disposes/closes the complaint in SCORES. Hence, mere filing of ATR by a listed company or intermediary or MII with respect to a complaint will not mean that the complaint is not pending. 49. Failure by any listed company, intermediary or MII to obtain the SCORES user ID and password would not only be deemed as non-redressal of investor grievances but also be deemed to be wilful avoidance of the same by such entity. Failure by listed companies, intermediaries and MIIs to file ATR on SCORES within the stipulated timelines shall not only be treated as failure to furnish information to SEBI but shall also be deemed to constitute non-redressal of investor grievance. 50. All companies whose securities are listed on recognized Stock Exchanges, intermediaries registered with SEBI and MIIs recognized by SEBI are advised to comply with this Circular. 51. Stock Exchanges, Depositories and the Association of Mutual Funds of India (AMFI) are also advised to bring the provisions of this Circular to the notice of all Listed Companies, registered Stock-Brokers, Depository Participants and Asset Management Companies respectively and also to dissemina .....

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Master Circular on the redressal of investor grievances through the SEBI Complaints Redress System (SCORES) platform - SEBI

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..... nature or Corrections etc 2. Non-receipt of Bonus 3. Non receipt of Dividend 4. Non receipt duplicate debt securities certificate 5. Non-receipt of duplicate share certificate 6. Non receipt of fractional entitlement 7. Non receipt of interest for delay in dividend 8. Non receipt of interest for delay in payment of interest on debt security 9. Non receipt of interest for delay in redemption proceeds of debt security 10. Non receipt of interest for delay in refunds 11. Non receipt of interest on securities 12. Non receipt of redemption amount of debt securities 13. Non receipt of refund in Public/ Rights issue 14. Non receipt of Rights Issue form 15. Non receipt of securities after conversion/ endorsement/ consolidation/ splitting 16. Non receipt of securities after transfer 17. Non receipt of securities in public/ rights issue 18. Non receipt of shares after conversion/ endorsement/ consolidation/ splitting 19. Non receipt of shares after transfer 20. Non receipt of shares after transmission 21. Non receipt of shares in public/ rights issue (including allotment letter) 22. Non-receipt of interest for delay in dispatch/credit of securities 23. Receipt of refund/ dividend in physical .....

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Master Circular on the redressal of investor grievances through the SEBI Complaints Redress System (SCORES) platform - SEBI

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