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Internal Level and Timelines

Upon receipt of a complaint, the Company follows a defined internal process for acknowledgement, examination, resolution and escalation, with the applicable timelines set out below.

Level 1 – Receipt and Acknowledgement | Operations & Back-Office

The complaint is entered in the Complaint Register and acknowledged to the investor within 1 working day, confirming what has been understood and who is handling it.

Level 2 – Examination and Resolution | Operations & Back-Office

Following acknowledgement, the complaint is examined by Operations & Back-Office. Records are examined, and where the matter concerns a transaction, the position is verified with the AMC or RTA. The resolution is then communicated to the investor. The complaint is to be resolved within 7 working days.

Level 3 – Escalation | Head, Operations

Any complaint not resolved within the above period is escalated to the Head, Operations. In addition, any complaint concerning conduct, suitability or mis-selling is escalated on the same day it arises, rather than waiting for expiry of the resolution period. Accordingly, escalation at this level takes place the same day upon trigger.

Level 4 – Escalation | Board of Directors

Every allegation of mis-selling, incorrect information or misconduct by an employee or sub-distributor is escalated to the Board of Directors, irrespective of its stage or value. The final position is provided within 15 working days.

Level 5 – Closure and Confirmation

Once the complaint has been resolved, the outcome is communicated to the investor in writing. The investor’s acceptance is recorded, and the complaint entry is closed with its date. Any corrective step to the process is also recorded against the entry.

Complaints concerning an AMC or RTA:
Where the subject matter lies with an Asset Management Company or a Registrar, the Company takes the matter up with that AMC or RTA on the investor’s behalf, keeps the investor informed of progress, and continues to hold the entry open in its own Complaint Register until the investor confirms the matter is resolved. The complaint is not treated as closed merely because it has been passed on.

ESCALATION MATRIX:

Where further escalation is applicable, the complaint may be taken through the following levels:

Level 1 – Concerned Asset Management Company

The complaint is escalated to the Investor Relations Officer of the concerned Asset Management Company. The response time is as specified by the AMC. This level applies where the subject matter lies with the AMC or its Registrar, or where the investor wishes to take the matter up directly.

Level 2 – Association of Mutual Funds in India (AMFI)

The complaint is escalated to the Association of Mutual Funds in India (AMFI). The response time is as specified by AMFI. This level applies where the complaint concerns the conduct of the Company as an AMFI-registered mutual fund distributor, or an alleged breach of the AMFI Code of Conduct.

Level 3 – SEBI SCORES

The complaint is escalated to SEBI — SCORES portal (scores.sebi.gov.in). The response time is as specified by SEBI. This level applies where the complaint concerns the mutual fund or the Asset Management Company and remains unresolved after being taken up with it.