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Business News/ Money / Demat Account: How to resolve disputes related to transactions? Here are 6 steps to follow
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Demat Account: How to resolve disputes related to transactions? Here are 6 steps to follow

In case of disputes, investors can file complaints or grievances with market participants to seek resolution and protect their rights. If the issues aren't resolved satisfactorily, investors can turn to initiatives like the Common ODR Portal introduced by SEBI for additional support.

While the majority of DPs adhere to strict rules and regulations prescribed by SEBI and depositories, disputes may occasionally arise between DPs and demat account holders.Premium
While the majority of DPs adhere to strict rules and regulations prescribed by SEBI and depositories, disputes may occasionally arise between DPs and demat account holders.

Starting your stock market journey by opening a demat account unlocks various opportunities and benefits that pave the way for seamless participation in the world of investing. 

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From facilitating the easy buying and selling of securities to providing a secure platform for holding your investments electronically, a demat account serves as the foundation for your investment endeavors. With a demat account, you gain access to a wide range of investment options, including stocks, mutual funds, exchange-traded funds (ETFs), bonds, and more. 

Additionally, it empowers you to track your investment portfolio efficiently, receive dividends and interest directly into your account, and participate in corporate actions such as bonus issues and rights offerings with ease. 

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Also Read: Unauthorised transactions in your Demat account? Here's what to do next

Demat accounts are offered by the Depository Participants (DPs) who are registered with depositories such as CDSL and NSDL. DPs act as intermediaries between you and other key entities in the financial ecosystem, including depositories, stock exchanges, and clearing corporations. 

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They play a crucial role in facilitating the smooth functioning of your demat account and ensuring seamless transactions in the securities market.

While the majority of DPs adhere to strict rules and regulations prescribed by SEBI and depositories, disputes may occasionally arise between DPs and demat account holders. These disputes can range from issues related to the non-transfer of shares to discrepancies in account statements or unauthorised transactions. 

Also Read: Demat Account: Can it be accessed from anywhere and how safe is it? MintGenie answers

In such instances, demat account holders have recourse to file complaints or grievances with market participants to seek resolution and safeguard their rights as investors. 

However, if the market participants don't resolve your disputes in a timely manner, investors can find additional support and avenues for resolution through initiatives like the Common Online Dispute Resolution Portal (ODR Portal), introduced by SEBI.

This platform facilitates online conciliation and arbitration to efficiently address disputes within the Indian securities market, further enhancing investor protection and confidence.

Also Read: How to update personal details in my demat account?

Named SMART ODR Portal, ‘Securities Market Approach for Resolution Through ODR,’ it reflects extensive public consultations and concerted efforts to prioritise investor interests.

This article will explore the dispute resolution process using the 'SMART ODR' Portal and outline the steps to file a dispute that may arise between investors and regulated entities.

What is 'SMART ODR'?

In its commitment to enhancing investor protection, the Securities and Exchange Board of India (SEBI) has continuously refined its dispute resolution mechanisms. In 2011, SEBI introduced the SEBI Complaints Redress System (SCORES), a centralised web-based platform aimed at addressing actionable grievances promptly by overseeing regulatory compliance and intermediary accountability.

While SCORES effectively resolved a significant portion of the filed cases, the need for continued improvement led to the development of an enhanced version, SCORES Version 2.0. While SCORES provided investors with a platform to voice their concerns, the resolution process remained beyond the regulator's direct oversight.

Also Read: How to manage a demat account efficiently? Here are 5 ways

To address this gap, SEBI introduced SMART ODR, a collaborative initiative involving seven market infrastructure institutions (MIIs) such as NSE, BSE, MSE, CDSL, NSDL, MCX, and NCDEX. 

SMART ODR aims to streamline the resolution process for disputes in the securities market by harnessing the capabilities of Online Dispute Resolution (ODR) institutions.

The SMART ODR Portal is being made available for investors and Intermediaries at https://smartodr.in/login.

When should investors turn to ‘SMART ODR’?

Before submitting a complaint on the 'SMART ODR' platform, ensure that you have directly addressed the issue with the intermediary. SEBI mandates every intermediary to have a grievance redressal mechanism. 

Also Read: How does share transfer work in case account holder passes away? MintGenie explains

If you've already raised the dispute with the intermediary, escalate it through SCORES. Only if you've attempted both steps and remain dissatisfied with the resolution can you proceed to file the dispute on 'SMART ODR'.

Steps to resolve a dispute through the ‘SMART ODR’ portal:

Step 1: Register on the SMART ODR Portal: Start by clicking on “Create Account" to register on the platform.

Step 2: File a New Dispute: Proceed by clicking on “File New Dispute" to initiate the process.

Step 3: Select Intermediary: Choose the specific “intermediary" against whom you intend to file the dispute.

Step 4: Select Category: Identify the relevant “categories" that best describe your dispute.

Step 5: Enter Dispute Details: Provide all necessary details regarding the dispute and attach any relevant files or documents.

Step 6: Track Resolution Progress: After filing your dispute, monitor its progress under the Dispute Resolution section.

FAQs

What are the benefits of opening a demat account for stock market investment? 

Opening a demat account provides numerous advantages, including easy buying and selling of securities, secure electronic storage of investments, access to a wide range of investment options, efficient portfolio tracking, and participation in corporate actions like dividends and bonus issues.

How are demat accounts offered, and what role do depository participants (DPs) play? 

Demat accounts are offered by Depository Participants (DPs) registered with depositories like CDSL and NSDL. DPs act as intermediaries between investors and entities like depositories, stock exchanges, and clearing corporations, facilitating seamless transactions in the securities market.

What should investors do if disputes arise regarding their demat accounts? 

In case of disputes, investors can file complaints or grievances with market participants to seek resolution and protect their rights. If the issues aren't resolved satisfactorily, investors can turn to initiatives like the Common Online Dispute Resolution Portal (ODR Portal) introduced by SEBI for additional support.

What is the 'SMART ODR' Portal, and when should investors approach it? 

The 'SMART ODR' Portal is an initiative by SEBI and seven market infrastructure institutions to streamline dispute resolution in the securities market using Online Dispute Resolution (ODR) institutions. Investors should approach SMART ODR if grievances aren't resolved through other channels or if they're dissatisfied with the outcome.

What are the steps to resolve disputes through the 'SMART ODR' Portal? 

To resolve disputes through SMART ODR, investors should first register on the portal, file a new dispute, select the intermediary involved, choose relevant dispute categories, provide details, and track resolution progress. This process ensures an efficient and transparent resolution of grievances.

 

 

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Published: 23 Apr 2024, 07:41 PM IST
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