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TMI BlogOnline processing of investor service requests and complaints by RTAsX X X X Extracts X X X X X X X X Extracts X X X X ..... t details, Signature, Name etc.; b) Processing of investor requests (Duplicate security certificates, folio consolidation, transmission, transposition etc.); c) Services through depository participants such as dematerialization, re-materialization etc. 2. It is proposed to digitize this process in two phases and provide a mechanism for the investor to lodge service requests and complaints online and thereafter track the status and obtain periodical updates which would, inter-alia, confer the following benefits: a) Database for service requests and complaints; b) Online acknowledgement and intimation to the investor; c) Online tracking of status of service requests and complaints by investors. Phase I of the Online Portal ..... X X X X Extracts X X X X X X X X Extracts X X X X ..... h service request/ complaint, the online system shall display a number of categories in order to enable the investor to choose the most relevant category for lodging his/her service request/ complaint. The system shall also display a list of documents required to be provided by the investor and the instructions thereof for each category. These documents shall be finalized by the QRTAs latest by September 30, 2023 in accordance with various SEBI circulars issued from time to time and shall be uniform across all the RTAs. d) However, additional documents may be sought by the RTA on the basis of specific facts of the matter and wherein any additional due diligence is required to be done. e) In terms of SEBI's master circular for RTAs SEB ..... X X X X Extracts X X X X X X X X Extracts X X X X ..... ill be kept pending for receipt of physical documents for 30 days. Requests pending beyond 30 days awaiting receipt of physical documents will be closed with communication about non-receipt. In such case, the investor will have to raise a fresh request. k) At every stage of processing the service requests/ complaints, the investor shall receive an alert about the status through SMS and / or email till the matter is concluded. The system shall have provision for seeking clarifications by the RTAs and submission by the investors in response to the same including option of uploading additional documents. 5. The aforesaid online system along with functional website as referred to in para 3 above shall be implemented by QRTAs from January 0 ..... X X X X Extracts X X X X X X X X Extracts X X X X ..... ness from one RTA to another, the listed company shall ensure that the new RTA is in compliance with the provisions of this circular. 11. This circular is being issued in exercise of powers conferred under Section 11 (1) of the Securities and Exchange Board of India Act, 1992, and SEBI (Registrars to an Issue and Share Transfer Agents) Regulations, 1993 to protect the interests of investors in securities and to promote the development of, and to regulate the securities market. 12. The Stock Exchanges shall bring the contents of this circular to the notice of all the listed companies. Yours faithfully, Aradhana Verma General Manager E mail: [email protected] Ph: +91-22-2644 9633 Annexure-A 'Escalation Matrix' Details of ..... X X X X Extracts X X X X X X X X Extracts X X X X
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