- VISION
- MISSION
- Services
provided by MAS to investors
- Timelines
pertaining to various services provided by MAS
- Rights
of investors
- DOs
and DON’Ts for Investor
- Grievance
Redressal – Modes and Escalation Mechanism
- Data
of complaints against Registrar and Share Transfer Agents
(RTAs)
VISION
To be a trusted, transparent and prompt service provider to
the investors, conforming to the highest standards of compliance,
confidentiality and professionalism in conduct, to meet the
obligation towards investors in Indian capital markets.
MISSION
-
To maintain high standard of integrity in the conduct of
business by fulfilling obligations in a prompt, ethical
and professional manner.
-
To comply with all regulatory requirements in a time bound
manner
-
To facilitate prompt service to investors by and through
streamlining the process and harnessing technology
-
To facilitate easy approach, communication and interface
with investors so as to resolve their queries / grievances
Services
provided by MAS to investors
-
Providing details of allotment and clarification on allotment.
- Processing
change in /up-dation of the KYC details of the investors
for physical holdings like change of address/bank account
details/ e-mail address /telephone/mobile/ nomination and
PAN).
- Processing
and updating investor holding/title change requests viz
name deletion, transmission, transposition, issue of duplicate
shares, dematerialization and rematerialisation of securities.
- Processing
of other requests, viz., recording of declaration w.r.t.
exemption / lower tax rates for TDS on dividend/interest,
revalidation and reissue of dividend and interest instruments.
-
Execution and intimation of other corporate actions viz.,
ESOPs, Dividend payment, Stock split, Bonus issue and Merger/Demerger
activities.
-
Communication of Rights issue entitlements.
-
Communication of Buyback, exit offer, takeover made by the
company/ acquirer, and the procedure to be followed by investor
in respect of these issues
-
Mandatory execution of transfer of shares and dividends
to IEPF and transfer of undelivered share certificates to
Suspense account.
-
Process grievance received through mails and Letters and
those through SCORES also.
Timelines
pertaining to various services provided by MAS
| Sr No |
Nature of Service |
Expected Timelines (number of
days) |
| A |
Investor
Service Request: |
| 1 |
Processing
of transmission request |
21 |
| 2 |
Processing
of issue of duplicate security certificate request |
30 |
| 3 |
Processing
of dematerialization request |
15 |
| 4 |
Processing
of remat request |
30 |
| 5 |
Processing
of Transposition request |
15 |
| 6 |
I.????
Processing of request for change in / up-dation
of
a.? Name |
30 |
| b.? Signature |
30 |
| c.?? Nomination |
30 |
d.? Contact? details?
(Address,? E-mail? address?
and? Mobile
number) |
15 |
| e.? Bank account details |
15 |
| II.???? Processing of request for Up-dation of
PAN |
15 |
| 7 |
Processing
of Re-validation of dividend / interest / redemption
instruments? and?
sending? the? remittance?
request? files? to?
the bank / Company |
15 |
| B |
Grievance
Redressal |
| 1 |
Providing? response? to?
the? inquiries?
of? the? investors?
and
Redressal of Grievance |
30 |
| C |
Other
Operational activities |
| 1 |
Allotment
of securities (IPO) |
6 |
| 2 |
Intimation??? regarding??? distribution??? of??? corporate???
benefits (dividend, bonus, stock Split)
a. E-mail communication
b. Physical communication |
15
30 |
|
|
|
Rights
of investors
• Receive all the benefits/ material information declared
by the Company.
• Actively participate in the AGM / EGM of the company
& E-voting events so as to be a part of the decision making
of the Company’s business resolutions.
• In case of any grievances, approach MAS , Depository,
Company, Stock Exchange or SEBI for resolution within prescribed
timelines.
DOs
and DON’Ts for Investor
Dos |
Don’ts |
| 1.
Encash dividend/Interest regularly to avoid transfer of
unclaimed amount/underlying securities to IEPF.
2.
Follow up diligently and promptly if you have not receive
allotment intimation/ certificate / dividend / interest
etc.
3.
Ensure that your PAN is registered with the MAS for
all your folios.
4.
Ensure nomination is registered for all your securities
to smoothen the transmission.
5.
Ensure that all KYC details viz full postal address
with PIN, mobile number, e-mail address etc. are updated
to facilitate the MAS for sending communication.
6.
Ensure that correct and complete Bank details are recorded
with MAS to facilitate prompt electronic credit of dividend
/ interest / redemption amounts and eliminate possibility
of unclaimed amounts / underlying securities being transferred
to IEPF.
7.
Promptly inform the MAS in writing and complete required
formalities in case of loss of securities.
8.
Ensure that the documents provided for availing any
investor service request are complete in all respects
and keep copies of documents sent to the MAS .
9.
Monitor all corporate announcements pertaining to investments
made.
|
1.
Do not keep your folios without PAN.
2.
Do not keep your folios without nomination
3.
Do not deal with unauthorized persons for any investor
service requests such as change in / up- dation of address,
e-mail address, mobile number and bank details.
4.
Do not share security details, viz. folio number, certificate
number, distinctive number(s), bank details, specimen
signature, KYC documents, etc. with unknown person(s).
|
Grievance
Redressal – Modes and Escalation Mechanism
To
Listed company / MAS Services Limited
a) Investor shall check the website of listed company / MAS for the dedicated grievance e-mail ID and other relevant details
of the grievance redressal division / compliance officer for
the purpose of registering grievances / complaints.
b)
Investor can dial on help numbers or point of service of MAS for any query or concern.
c) For lodging the grievance, the investor can write to listed
entity / MAS ’s dedicated e-mail address i.e. investor@masserv.com
or through physical letter.
d)
While lodging a complaint it is necessary for investor to
mention the following:
- Nature
of Complaint
- Name
of Issuer Company
- Folio
number / DPID - Client ID
- Full
Name of shareholder with Address for correspondence
- E-mail
address and mobile number (same as registered in Folio /
DPID - Client ID)
- Reference
to any previous correspondence made in this regard
- Provide
the relevant documents and
- also
update KYC and details, if there are any changes
e)
Upon receipt of the complaint, MAS after due verification
shall send intimation of redressal / resolution of complaint
via e-mail / physical letter as applicable within 30 days
from the date of receipt of complaint.
Escalation Matrix
As required under Circular No. SEBI/HO/MIRSD-PoD-1/P/CIR/2023/72 dated 08th June 2023.
In the absence of a response/complaint not addressed to your satisfaction,
you may escalate your complaint in the sequence of Escalation Matrix
mentioned in the table below with a time gap of 15 days for each
escalation.
Details of Contact |
Person |
Contact No. |
Email Id |
Address |
Compliance
Officer |
Sharwan
Mangla |
011-
41320335 |
|
T-34 2nd Floor
Okhla Industrial Area Phase II,
New Delhi 110020 |
Director |
N K Rastogi |
011-
41320336 |
|
Please quote Folio/DPID-CLID and reference number of the response/
complaint not addressed to your satisfaction while raising your complaint in
the above escalation matrix.
Office Working Hours (Except Public Holidays)
Monday - Friday 10:00 AM - 5:00 PM
To
Stock Exchanges - Online registration of complaint / grievance
on stock exchanges:
a)
The nature of the complaint that can be lodged against listed
company has been given on the websites of the Stock Exchange.
Upon receipt of complaint, the stock exchange shall forward
the same to the concerned company with a copy to the complainant.
b)
If the company fails to redress the complaint within 30 days,
the exchange sends a reminder to the company and follows up
with the company and its respective MAS .
c)
If the investor is not satisfied with the redressal / resolution
of the complaint by the listed company / MAS , investor can
lodge the complaint on the SEBI SCORES.
Grievance Redressal Mechanism at SEBI
•
Complaints can be lodged with SEBI electronically through
SEBI Complaints Redress System - SCORES (a web based centralized
grievance redressal system of SEBI at https://scores.gov.in/)
|
