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Escalation Matrix

Customer Care

Head of Customer Care

Compliance Officer

Customer Care

Head of Customer Care

Compliance Officer

Timeline for complaint resolution process at Stock exchanges against stock brokers

Sr. No.	Type of Activity	Timeless for Activity
01	Receipt of Complaint	Day of complaint (C Day)
02	Additional information sought from the investor if any, and provisionally forwarded to the stock broker.	C+ 7 Working days.
03	Registration of the complaint and forwarding to the stock broker.	C+8 Working Days i.e. T day.
04	Amicable Resolution.	T + 15 Working Days
05	Refer to Grievance Redressal Committee (GRC), in case of no amicable resolution.	T + 16 Working Days.
06	Complete resolution process post GRC.	T + 30 Working Days.
07	In case where the GRC Member requires additional information, GRC oder shall be completed within.	T + 45 Working Days.
08	Implementation of GRC Order.	On receipt of GRC Order, if the order is in favour of the investor, debit the funds of the stock broker. Order for debit is issued immediately or as per the directions given in GRC order.
09	In case the stock broker is afggrieved by the GRC order, will provide intention to avail arbitration	Within 7 days from receipt of order
10	If intention from stock broker is received and the GRC order amount is upto Rs. 20 lakhs	Investor is leigible for Interim relief from Investor Protection Fund (IPF). The Interim relief will be 50% of the GRC oder amount or Rs.2 lakhs which is less. The same shall be provided after obtaining an Undertaking from the investor.
11	Stock Broker shall file for arbitration	Within 6 months from the date of GRC recommendation
12	In case the stock broker does not file for arbitration within 6 months	The GRC order amount shall be released to the investor after adjusting the amount released as interim relief, if any.