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Online Dispute Redressal Mechanism

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Online Dispute Redressal Process

  • Investor/client shall first approach his/her respective Trading Member for the redressal of their grievance/s by directly lodging a complaint with them.
  •  If the grievance is not redressed satisfactorily, the investor/client may escalate the same through the SEBI SCORES partal in accordance with the process laid out therein.
  • After exhausting all above options for resolution of the grievance, if the investor/clientis still not satisfied with the outcome, he/she may initiate dispute through the SMART (Securities Market Approach for Resolution) through ODR Portal - by clicking on https://smartodr.in. It may be noted that in case the investor/client has filed the dispute on SMART ODR Portal, while the complaint is pending on SCORES, then the complaint shall be treated as disposed on SCORES. If the investor/client has filed the dispute on SMARTODR Portal, the subsequently, it cannot file the same complaint on SCORES.
  • Upon registration of complaint/dispute by the investor/client on SMARTODR Portal, the complaint/dispute will be assigned to the MII through the SMARTODR Portal. The MII will aim for amicable resolution of complaint/dispute between the investor/client and the Market Participant within 21 calendar days from the date of filing of complaint/dispute ("Pre-Conciliation Period").
  • Upon In case the investor/Client is not satisfied with the resolution/complaint not resolved during Pre-Conciliation Period, It may initiate conciliation through the SMARTODR Portal.
  • As per SEBI mandate the concerned Trading Member may also initiate dispute resolution through the SMART ODR (https://smartodr.in) post given due notice of at least 15 calendar days to the investor/client for resolution of the dispute which have not been satisfactorily resolved between them.

While filling up the complaint form, the following should be ensured: -

  •        Claim amount and statement of calculation should be clearly stated.

  •      Claim Copies of documents in support of the claim should be provided.

  •       Copies of correspondences exchanged with the member should be provided.