Legal & Regulatory
Investor Charter for Stock Brokers
As mandated by the Securities and Exchange Board of India (SEBI), this charter outlines the vision, services, rights, obligations, and dispute resolution mechanisms available to every investor.
As per SEBI Master Circular · Version 1.0 · Status: Published
1. Vision & Mission
Vision
To follow the highest standards of ethics and compliances, facilitate fair trade practices, and protect the interests of investors in the securities market.
Mission
To provide transparent, cost-effective, and technologically secure market access to retail and institutional investors while ensuring prompt grievance resolution.
2. Services Provided to Investors
- Execution of client orders on recognized Stock Exchanges (NSE / BSE).
- Opening and maintenance of trading accounts in compliance with KYC guidelines.
- Issuance of electronic contract notes (ECN) within 24 hours of trade execution.
- Daily allocation and pledge-repledge reporting for client collateral.
- Periodic settlement of running accounts for funds and securities as per SEBI guidelines (first Friday of the month/quarter).
- Dedicated escalation desk for redressal of investor grievances.
3. Rights of Investors
- To receive all regulatory disclosures and tariff schedules prior to opening an account.
- To receive contract notes clearly stating brokerage and statutory charges separately.
- To receive payout of funds and securities within prescribed exchange settlement cycles (T+1).
- To retain ownership of shares directly in their personal demat accounts with central depositories.
- To receive SMS and email alerts directly from exchanges and depositories for all debits, credits, and trades.
- To file complaints on SEBI SCORES or initiate SMART ODR arbitration if grievances remain unresolved.
4. Key Activities & Standard Timelines
| Service Activity | Prescribed Regulatory Timeline |
|---|---|
| KYC Verification & Account Opening | Within 7 working days of complete document submission |
| Issuance of Contract Notes | Within 24 hours of trade execution |
| Payout of Funds | Within 24 hours of payout request (subject to settlement & margin rules) |
| Demat Transfer / Off-Market Instruction | Within 24 hours of receipt of valid instruction |
| Complaint Redressal (Internal L1/L2) | Within 30 calendar days of ticket logging |
5. DOs & DON'Ts for Investors
DOs
- Check SEBI registration numbers and exchange membership before trading.
- Ensure email and mobile number are registered for exchange trade alerts.
- Verify monthly and quarterly holding statements sent directly by depositories.
- Transfer funds only through your verified, linked personal bank account.
- Scrutinize contract notes for exact brokerage and statutory levies.
DON'Ts
- Do not share passwords, trading PINs, or OTPs with anyone.
- Do not fall for promises of guaranteed returns or assured profit schemes.
- Do not transfer money to individual bank accounts or personal UPI handles.
- Do not execute discretionary trades based on unauthorized social media tips.
- Do not grant power of attorney to any broker or employee for trading decisions.
6. Grievance Redressal Process
Investors may escalate unresolved issues through our 4-level grievance structure:
- Level 1: Trade Grow Customer Support Desk via Support Ticket.
- Level 2: Head of Customer Service.
- Level 3: Compliance Officer (Information to be verified).
- Level 4: Exchange Grievance Cells or SEBI SCORES portal (scores.sebi.gov.in) / SMART ODR (smartodr.in).