| | Against Stock Brokers | |
| 1 | Receipt of Complaint | Day of complaint (C Day) |
| 2 | Additional information sought from the investor, if any, and provisionally forwarded to stock broker | C + 7 Working days |
| 3 | Registration of the Complaint and forwarding to the stock broker | C+8 Working Days i.e. T day |
| 4 | Amicable Resolution | T+15 Working Days |
| 5 | Refer to Grievance Redressal Committee (GRC), in case of no amicable resolution | T+16 Working Days |
| 6 | Complete resolution process post GRC | T + 30 Working Days |
| 7 | In case where the GRC Member requires additional information, complete resolution shall take place within | T + 45 Working Days |
| 8 | Implementation of GRC Order | On receipt of GRC Order, debit the funds of the stock broker |
| 9 | Complainant/ Broker, if not satisfied, by IGRC decision can avail arbitration mechanism | Within 6 months from the date of IGRC recommendation |
| 10 | In case of receipt of arbitration intention | Obtain an undertaking from the client and pay 50% of the award or 2 lakhs whichever is less to the client from the IPFT, in case GRC order is upto Rs. 20 lacs |
| 11 | Arbitration not filed within 6 months from the GRC Order | Obtain Undertaking from the client and
Release 50% amount to the client.
Replenish 50% amount to the IPF |
| 12 | Completion of arbitration proceedings | Within 4 months from the date of the final appointment of arbitrator |
| 13 | Completion of appellate proceedings | Within 3 months from the date of the final appointment of arbitrator |
| | Against Companies - | (Not Applicable for Commodities Markets) |
| 1 |
Complaint handling |
|
| 1.1 |
Complaint received in SCORES by the listed company |
T day |
| 1.2 |
Response to be obtained from Listed Company |
T + 30 |
| 1.3 |
If no response received, alert to Listed company in the form of reminder for Non - redressal of complaint |
T+31 |
| 1.4 | Response to be obtained from Listed Company | T+60 |