| Notification Detail :
CIR/MIRSD/12/2012 September 21, 2012
To
All KYC Registration Agency (KRAs)
Dear Sir/Madam,
Sub: Processing of Investor complaints against KRA {KYC (Know Your Client)
Registration Agency} in SEBI Complaints Redress System (SCORES)
1. SEBI has commenced processing of investor complaints in a centralized web based
complaints redress system, “SCORES”. The salient features of this system are:
Centralised database of all complaints,
Online movement of complaints to the concerned KRA,
Online upload of Action Taker Report (ATRs) by the concerned KRA, and
Online viewing by investors of actions taken on the complaint and its current
status.
2. Accordingly, all complaints pertaining to KRAs will be electronically sent through
SCORES at http://scores.gov.in/Admin. You are hereby directed to view the pending
complaints and submit the ATR along with supporting documents electronically in
SCORES. Please note that updation of action taken would not be possible with
physical ATRs. Hence, submission of physical ATR will not be accepted for complaints
lodged in SCORES.
3. The user id and password for logging into SCORES at http://scores.gov.in/Admin are
being communicated separately to KRAs.
4. KRAs shall take adequate steps for redressal of grievances within one month from the
date of receipt of the complaint and keep the investor and SEBI duly informed on the
action taken thereon. Failure to comply with the said requirement will render the KRA
liable for penal action.
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Securities and Exchange Board of India
Page 2 of 2
5. KRAs are advised to :
a. develop the monitoring mechanism through internal audit and inspections.
b. encourage investor to use SCORES for lodging their grievances.
6. This Circular is issued in exercise of powers conferred under Section 11 (1) of the
Securities and Exchange Board of India Act, 1992 to protect the interests of investors
in securities and to promote the development of, and to regulate the securities market.
7. This circular is available on SEBI website at www.sebi.gov.in under the categories
“Legal Framework” and “Circulars”.
Yours faithfully,
A.S.Mithwani
Deputy General Manager
022-26449613
aliasgarm@sebi.gov.in
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