Grievance Redressal Process

Private & Confidential

This process note is the property of Dalal-Street. The document is to be used for internal purposes only. Any unauthorized, copying, disclosure, use or distribution of the material is strictly forbidden

1.Objective

Providing excellent service on a regular and consistent basis is very important for the organisation’s sustained growth.Dalal-Street believes that quick and effective handling of complaints as well as prompt corrective & preventive actions and processes are essential for providing our services. This policy document is to enable to put in place an effective and suitable mechanism for receiving and addressing complaints from investors with specific emphasis on resolving such complaints fairly and expeditiously.

Objective of this policy document is to ensure that:

Issues raised by investors are dealt with courtesy and are resolved on time.
The Company will treat all the complaints efficiently and fairly without any bias.

Definitions:
Investors: shall mean an individual, entity, body corporate or such other person who shall be an investor in securities
Complaint or grievance: is “An expression of dissatisfaction made by the Investor related to the services of Dalal-Street”. This however needs to be differentiated from matters like from general feedback, enquiry before the due date.
Client/ Customer: shall mean client/ customer of Dalal-Street
Redressal: can be defined as a process or action resulting in giving solution to the problem faced by an Investor

2.Guiding Principles

Transparency: The “Investor” to be provided with information regarding the channels to convey and resolve their issues. In addition, if the resolution is expected to take longer time, same should be communicated to the Investor.
Accessibility: The Company will enable the Investors to communicate their complaints/issues and avail redressal services through multiple channels.
Escalation: Information on the process of escalation of complaints to higher level, in case the Investor is not satisfied with the resolution provided by the current person handling the same.
3.Greivance Redressal Policy Registration of Complaints

The various channels available to Investors for registering the complaints are as follows:

SEBI Complaints Redress System (SCORES)- SEBI maintains SCORES which is a web based centralized grievance redressal system of SEBI. Investors can lodge their grievances / complaints through the SCORES link available on the SEBI website. SCORES enables investors to lodge and follow up their complaints and track the status of redressal of such complaints online from the above website from anywhere. Investors can also lodge grievances / complaints in physical form at any of the offices of SEBI. Such grievances complaints would be scanned and uploaded in SCORES for processing.
E-Mail : Investors can log their complaint or escalate the investor grievance to an email id help@dalalstreets.com
Grievance Redressal Officer: Investors can contact the Compliance Officer for redressal of issues.

4.Resolution of Complaints Responsibility

Primary responsibility is with the Compliance Officer to resolve the complaint for which he would liaise with the other relevant departments (like Investment Advisory, Operations, Accounts, Legal, Compliance etc).
If the issue cannot be resolved by the Compliance Officer, the same will be escalated to the Senior Management
All complaints received shall be recorded internally including how the same has been resolved

Time for Response

General Turn Around Time (TAT) for response to complaint is (from the receipt of the valid complaint in writing):

Legal notices – 30 working days
Cases involving third party- 30 working days
Fraud related – 45 working days
All other cases- 30 working days
Scores related- as specified by the regulator from time to time
Note: The above TAT can change depending upon the nature and complexity of complaint.

Escalation of Complaints

If an investor is not satisfied with the resolution provided through various channels or the method of handling complaint; the investor can escalate the issues to the next higher level i.e. to the Owner of the Company. Such escalation should be made in writing and should be delivered in the hard copy to the Corporate Office of the Company
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