SEBI Updates Investor Charter for RTAs to Strengthen Investor Protection

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  • Last Updated on 16 May, 2025

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SEBI Investor Charter for RTAs

Circular No. SEBI/HO/MIRSD/MIRSD-PoD/P/CIR/2025/67, Dated: 14.05.2025

1. Why SEBI Has Tweaked the Investor Charter for RTAs

SEBI’s original Investor Charter for Registrars to an Issue and Share Transfer Agents (RTAs) dated November 2021 has been overhauled to reflect two big infrastructure upgrades in India’s securities-market grievance ecosystem – the Online Dispute Resolution (ODR) platform and SCORES 2.0. These tools allow investors to escalate complaints digitally and track them end-to-end, so the Charter had to be realigned to the new, faster workflows.

  1. Incorporation of ODR & SCORES 2.0 – the Charter now guides investors on filing or escalating grievances directly through these platforms.
  2. Updated Service Standards – clearer, shorter timelines for common tasks (see §6 below).
  3. Stronger Transparency Layer – monthly complaint-data disclosure continues but in a revised format (Annexure B).
  4. Wider Dissemination Mandate – RTAs must email the Charter to all existing/new investors, not just host it online.
  • Frequency & Deadline – Continue to upload the prescribed complaint matrix by the 7 th of every month for the immediately preceding month.
  • Format – Use Annexure B (unchanged columns but refreshed definitions).
  • Scope – Complaints received and resolved as well as ageing buckets (<3 months, >3 months) and average resolution time.
  1. First Stop – RTA Helpdesk – E-mail/post to the designated investor-relations ID.
  2. If Unresolved in 21 Days – SCORES 2.0 – File or escalate the ticket online.
  3. Still Unsettled – SMART-ODR – Opt for online conciliation/arbitration without court visits.
  • Faster, trackable grievance redressal via digital platforms.
  • Predictable service timelines for routine requests like KYC, duplicate certificates, and transmission.
  • Full transparency – monthly stats will show how quickly each RTA resolves issues, letting investors judge service quality.

Keeping these measures front-and-centre will help both RTAs and investors transition smoothly to the upgraded, tech-enabled grievance framework SEBI envisages.

Click Here To Read The Full Circular

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Author: Taxmann

Taxmann Publications has a dedicated in-house Research & Editorial Team. This team consists of a team of Chartered Accountants, Company Secretaries, and Lawyers. This team works under the guidance and supervision of editor-in-chief Mr Rakesh Bhargava.

The Research and Editorial Team is responsible for developing reliable and accurate content for the readers. The team follows the six-sigma approach to achieve the benchmark of zero error in its publications and research platforms. The team ensures that the following publication guidelines are thoroughly followed while developing the content:

  • The statutory material is obtained only from the authorized and reliable sources
  • All the latest developments in the judicial and legislative fields are covered
  • Prepare the analytical write-ups on current, controversial, and important issues to help the readers to understand the concept and its implications
  • Every content published by Taxmann is complete, accurate and lucid
  • All evidence-based statements are supported with proper reference to Section, Circular No., Notification No. or citations
  • The golden rules of grammar, style and consistency are thoroughly followed
  • Font and size that's easy to read and remain consistent across all imprint and digital publications are applied