Investor Charter

Mission

• To provide transparent, equitable and reliable markets with timely and accurate information dissemination for investors.
• To provide the highest standards of investor education, investor awareness and investor protection and timely services.
  
  

Vision

• To provide a safe, equitable, transparent and trusted platform for investors to participate across asset classes with highest standards of integrity for investors.
  

The Exchange facilitates various products for investors to participate across Commodity Derivatives viz Futures and Options in agricultural and non-agricultural commodities and Indices. Read more

Exchange provides various services to investors electronically through its online platform and physically through the dedicated Investor Service Centers (ISC) set for this purpose.

Services provided by the Exchange to investors Click Here

1. Mode of filing the complaints: Complaints can be lodged on the Exchange in the following ways:
   
   
• Through SCORES 2.0 (a web based centralized grievance redressal system of SEBI) Click Here

     

      Two Level Review :

      a. First review done by Exchange

      b. Second review done by SEBI 



• NCDEX’s web portal dedicated for the filing of compliant- NEST Click Here
• Emails - ig@ncdex.com/askus@ncdex.com
• Through SMARTODR (https://smartodr.in/login) dedicated for the filing of complaint. 


2. Regarding documents required for complaint resolution please refer to link.  Mechanism and Documents required
   
   
3. Process flow for Complaint Resolution Process through Scores 2.0.
<< refer to Schedule III of the SEBI Circular dated September 20, 2023 >> 



Online Dispute Resolution (ODR) 

Click here for Investor Grievance Resolution Process Flow

• Rights of Investors Click Here
• Obligations of Investors Click Here
  

1. When a Trading Member defaults, the Exchange carries out the following steps for benefit of investor:
   
   
• Dissemination on Exchange website informing with regards to the default of the trading member.
• Issue of Public Notice informing declaration of default by a Member and inviting claims within specified period.
• Intimation to clients of defaulter stock brokers/ trading members via Emails and SMS for facilitating lodging of claims within specified period.
  


2. Following information made available on Exchange Website for information of Investors:
   
   
• Norms for eligibility of claims for compensation from IPF.
• FAQ on processing of investors’ claims against Defaulter Broker.
• Form for lodging claim against defaulter Broker.
• Standard Operating Procedure (SOP) for handling of Claims of Investors in the Cases of Default by Brokers.
• Provision to check online status of claims on Exchange Website.
• Claim processing policy against Defaulter/Expelled Brokers.
  
• List of Defaulter/Expelled Brokers and public notice issued. Read More Click Here
  


3. Standard Operating Procedure (SOP) for Handling of Claims of Investors in the Cases of Default by Stock Brokers/Members
   
   

   Sr.No.	Action	Timeline
   1	Disablement of the Stock Broker	T day
   2	Information to investors about disablement of the TM on website and through SMS and email	T +1 day
   3	Pre-filled forms to be sent to clients providing information regarding  balances with the stock broker (only in case of SOP trigger)	T+15 days
   4	Claim lodgement, Clients to fill the claim form and provide the supporting documents	T+75 days
   5	Declaration of Default by the TM	T+120 days
   6	Information to investors about default of TM on website, through SMS, email and newspapers	Within 3 working days from the date of declaration of defaulter
   7	Processing, auditing, and settlement of claims	Within 60 days of receipt of the claim form from the clients post declaration of default and T+135 days where prefilled forms are received.
   8	Request for review of the claim by client	Within 90 days of receipt of intimation of the decision of the IPFT from the stock exchange
   9	Processing, auditing, and settlement of review claims	Within 60 days of receipt of review application
   10	Request for 2nd review of the claim by client	Within 90 days of receipt of intimation of the decision of the IPFT from the stock exchange
   11	Processing, auditing, and settlement of review claims	Within 60 days of receipt of review application

• Dos of Investing Click Here
• Dos for Grievance Redressal Click Here
  
• Donts of Investing Click Here