Online processing of investor service requests and complaints by RTAs

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....ermanent Account Number, Nominee, Bank details, Contact 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 st....

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....nt standard forms prescribed by SEBI or through fillable relevant standard forms provided in the portal. c) For each 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....

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....n of physical documents, those requests shall be considered and taken up for processing by RTA only after receipt of physical documents. j) Online requests will 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 o....