Investor Grievance Redressal Roadmap: How to Resolve Share-Related Issues

INVESTOR GRIEVANCE REDRESSAL GUIDE
(Your step-by-step path to resolving shares-related concerns)

Dealing with unexpected hurdles in your share investments—from a missing dividend credit to a complex share transfer issue—can indeed be a source of significant frustration and anxiety. However, as a valued shareholder or market stakeholder, you are not alone.

The Securities and Exchange Board of India (SEBI), India’s capital market regulator, has established a clear, robust, and sequential three-stage escalation process. This framework isn’t just a regulatory formality; it’s a powerful tool designed to safeguard your financial interests, enforce corporate accountability, and ensure timely justice in the market.

Think of it as a guaranteed, step-by-step resolution path, ensuring that if one avenue doesn’t yield satisfaction, the next, more powerful one takes over.

Before You Lodge a Grievance – To ensure a smooth process, please have the following information and documents ready:

• Nature of your grievance
• Folio number or DP-Client ID
• Your full name, registered e-mail address, and mobile number
• Reference to any previous correspondence
• Any relevant supporting documents
• Ensure your PAN, KYC, and Nomination details are up to date

Step 1: Contact the Company or its RTA

As per SEBI guidelines, you must first raise your grievance with the company or its Registrar and Transfer Agent (RTA). They have up to 21 calendar days to resolve your issue.

Note: Communications from unregistered email IDs may not be entertained. Ensure you use the email address linked to your investment records.

Step 2: Escalate to SEBI SCORES

Link: https://scores.sebi.gov.in/login

If your complaint is not resolved within 21 days, or you are not satisfied with the response, you can escalate it to the SEBI Complaints Redressal System (SCORES).Key Points for SCORES to be kept in mind:

• Lodge complaint within one year of the cause of action.
• The company must upload an Action Taken Report (ATR) within 21 calendar days.
• If unsatisfied, you can request a review within 15 calendar days of the ATR.
• SEBI may conduct a final review if you remain unsatisfied after the stock exchange’s review.

Complaints Not Handled by SCORES:

• Complaints against unlisted/delisted companies.
• Cases pending in a court or quasi-judicial proceedings.
• Issues under other regulators (RBI, IRDAI, etc.).
• Companies under IBC, liquidation, or struck off by RoC.

Step 3: Online Dispute Resolution (SMART ODR)

Link: https://smartodr.in/login

If you are still dissatisfied after the SEBI review on SCORES, you can use the securities market’s Online Dispute Resolution (ODR) mechanism via the SMART ODR Portal.

This option should be used only if you remain dissatisfied with the outcome after your complaint has been reviewed through the SEBI SCORES portal (Step 2).

This platform facilitates resolution through online conciliation and arbitration.

1. Conciliation Process

• An independent conciliator is appointed to facilitate an amicable resolution.
• Timeline: 21 days (extendable by 10 days with consent).
• A successful outcome results in a legally binding settlement agreement.

2. Arbitration Process

• If conciliation fails, you can proceed to online arbitration.
• A sole arbitrator or tribunal is appointed.
• An arbitral award is passed within 30 days.
• Payment based on the award must be made within 15 days.

Other Avenues (Alternative Forums)

Besides the structured SEBI process, you can also lodge grievances through other platforms.

a) Ministry of Corporate Affairs (MCA)

Grievances, including those related to the Investor Education and Protection Fund (IEPF), can be lodged on the MCA portal.

b) Stock Exchanges

Investors can file grievances directly with the respective stock exchanges where the company is listed i.e. BSE and/or NSE.

c) Legal Recourse

You always retain the option to pursue legal action in civil courts, consumer courts, and other appropriate forums at any stage of the process.

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Name : Yati Dixit | Education : CS, LLB, M. COM. |Company : Hero MotoCorp Limited | Location: New Delhi