RELEVANT EXTRACT 

1. As an on-going measure to enhance the ease of doing business for investors in the securities market, the following norms, with respect to the captioned matter, shall be applicable;

1.1.    Common and simplified norms for processing any service request from the holder, pertaining to the captioned items, by the RTAs

1.2.    Electronic interface for processing investor’s queries, complaints and service request

1.3.    Mandatory furnishing of PAN, KYC details and Nomination by holders of physical securities

1.4.    Freezing of folios without valid PAN, KYC details and Nomination

1.5.    Compulsory linking of PAN and Aadhaar by all holders of physical securities

2. Standardized, simplified and common norms for processing investor service request

Investors holding securities in physical mode interface with the RTAs, inter-alia, for

i) Registering of / Change in / Up-dation of: a) PAN, b) Nominee, c) Contact details (postal address, Mobile number & E-mail), d) Bank details and e) Signature.

ii) Processing of request for: a) Issue of Duplicate securities certificate b) Replacement / Renewal / Exchange of securities certificate, c) Consolidation of securities certificate d) Sub-division / Splitting of securities certificate, e) Consolidation of folios, f) Endorsement, g) Change in the name of the holder,

h) Change in status from Minor to Major and Resident to NRI and vice versa,

i) Claim for undelivered securities certificate, prior to its transfer Unclaimed

Suspense Account, j) Claim from Unclaimed Suspense (demat) Account k) Transmission and l) Transposition.

iii) Services through Depository Participants (DPs) for Demat and Remat

In this regard, Norms for processing investor service requests, including the aforementioned are standardized, simplified and made common across all service request, as follows;

2.1.    Minor mismatch in signature

1. a) In case of minor mismatch in the signature of the securities holder as available in the folio of the RTA and the present signature, the RTA, while processing the service request, shall intimate the holder by Speed post about the minor mis-match in signature, providing timeline of 15 days for raising objection, if any. In the absence of any objection, the service request shall be processed.
2. b) If the letter returns undelivered or if there is an objection, as aforesaid, the RTA shall obtain signature verification by the banker before proceeding the service request.

2.2.    Major mismatch in signature or Signature Card is not available

In case of major mismatch in the signature of the holder as available in the folio of the RTA and the present signature or if the same is not available with the RTA, then the holder / claimant shall furnish original cancelled cheque and banker’s attestation of the signature as per Form ISR-2.

2.3.    Mismatch in name

1. a) For minor mismatch in name between any two set of documents presented by holder / claimant for any service request, the RTA shall additionally obtain any one of the following documents, explaining the difference in names;

• Unique Identification Number (UID) (Aadhaar)
• Valid Passport
• Driving license
• PAN card with photograph
• Identity card / document with applicant’s Photo, issued by any of the following: Central / State Government and its Departments, Statutory / Regulatory Authorities, Public Sector Undertakings, Scheduled Commercial Banks, Public Financial Institutions.
• Marriage certificate
• Divorce decree

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Source – https://www.sebi.gov.in/