Investor Charter — Stock Broker

1. Vision

To follow highest standards of ethics and compliances while facilitating the trading by clients in securities in a fair and transparent manner, so as to contribute in creation of wealth for investors.

2. Mission

1. To provide high quality and dependable service through innovation, capacity enhancement and use of technology.
2. To establish and maintain a relationship of trust and ethics with the investors.
3. To observe highest standard of compliances and transparency.
4. To always keep ‘protection of investors’ interest’ as goal while providing service.
5. To ensure confidentiality of information shared by investors unless such information is required to be provided in furtherance of discharging legal obligations or investors have provided specific consent to share such information.

3. Services provided to investors

1. Execution of trades on behalf of investors.
2. Issuance of Contract Notes.
3. Issuance of intimations regarding margin due payments.
4. Facilitate execution of early pay-in obligation instructions.
5. Periodic settlement of client’s funds.
6. Issuance of retention statement of funds at the time of settlement.
7. Risk management systems to mitigate operational and market risk.
8. Facilitate client profile changes in the system as instructed by the client.
9. Information sharing with the client w.r.t. relevant Market Infrastructure Institutions (MII) circulars.
10. Provide a copy of Rights & Obligations document to the client.
11. Communicating Most Important Terms and Conditions (MITC) to the client.
12. Redressal of investor’s grievances.

4. Rights of investors

1. Ask for and receive information from a firm about the work history and background of the person handling your account, as well as information about the firm itself (including website providing mandatory information).
2. Receive complete information about the risks, obligations, and costs of any investment before investing.
3. Receive a copy of all completed account forms and rights & obligation document.
4. Receive a copy of ‘Most Important Terms & Conditions’ (MITC).
5. Receive account statements that are accurate and understandable.
6. Understand the terms and conditions of transactions you undertake.
7. Access your funds in a prescribed manner and receive information about any restrictions or limitations on access.
8. Receive complete information about maintenance or service charges, transaction or redemption fees, and penalties in form of tariff sheet.
9. Discuss your grievances with compliance officer / compliance team / dedicated grievance redressal team of the firm and receive prompt attention to and fair consideration of your concerns.
10. Close your zero balance accounts online with minimal documentation.
11. Get the copies of all policies (including Most Important Terms and Conditions) of the broker related to dealings of your account.
12. Not be discriminated against in terms of services offered to equivalent clients.
13. Get only those advertisement materials from the broker which adhere to Code of Advertisement norms in place.
14. In case of broker defaults, be compensated from the Exchange Investor Protection Fund as per the norms in place.
15. Trade in derivatives after submission of relevant financial documents to the broker subject to broker’s adequate due diligence.
16. Get warnings on the trading systems while placing orders in securities where surveillance measures are in place.
17. Get access to products and services in a suitable manner even if differently abled.
18. Get access to educational materials of the MIIs and brokers.
19. Get access to all the exchanges of a particular segment you wish to deal with unless opted out specifically as per broker norms.
20. Deal with one or more stockbrokers of your choice without any compulsion of minimum business.
21. Have access to the escalation matrix for communication with the broker.
22. Not be bound by any clause prescribed by the brokers which are contravening the regulatory provisions.

5. Activities of stock brokers with expected timelines

6. DOs for investors

1. Read all documents and conditions being agreed before signing the account opening form.
2. Receive a copy of KYC, copy of account opening documents and Unique Client Code.
3. Read the product / operational framework / timelines related to various trading and clearing & settlement processes.
4. Receive all information about brokerage, fees and other charges levied.
5. Register your mobile number and email ID in your trading, demat and bank accounts to get regular alerts on your transactions.
6. If executed, receive a copy of Demat Debit and Pledge Instruction (DDPI). DDPI is not a mandatory requirement; before granting it, carefully examine the scope and implications of powers being granted.
7. Receive contract notes for trades executed, showing transaction price, brokerage, GST and STT/CTT etc. separately, within 24 hours of execution of trades.
8. Receive funds and securities/commodities on time, as prescribed by SEBI or exchange from time to time.
9. Verify details of trades, contract notes and statement of account, and approach the relevant authority for any discrepancies. Verify trade details on the Exchange websites from the trade verification facility.
10. Receive statement of accounts periodically. If opted for running account settlement, the account has to be settled by the stock broker as per the option given by the client (monthly or quarterly).
11. In case of any grievances, approach the stock broker, Stock Exchange or SEBI for getting the same resolved within prescribed timelines.
12. Retain documents for trading activity, as it helps in resolving disputes if they arise.

7. DON’Ts for investors

1. Do not deal with unregistered stock brokers.
2. Do not forget to strike off blanks in your account opening and KYC forms.
3. Do not submit an incomplete account opening and KYC form.
4. Do not forget to inform any change in information linked to your trading account, and obtain confirmation of updation in the system.
5. Do not transfer funds for the purposes of trading to anyone other than a stock broker. No payment should be made in the name of an employee of a stock broker.
6. Do not ignore any emails/SMSs received with regards to trades done from the Stock Exchange — raise a concern if a discrepancy is observed.
7. Do not opt for digital contracts if not familiar with computers.
8. Do not share your trading password.
9. Do not fall prey to fixed/guaranteed returns schemes.
10. Do not fall prey to fraudsters sending emails and SMSs luring you to trade in stocks/securities promising huge profits.
11. Do not follow herd mentality for investments. Seek expert and professional advice for your investments.

8. Grievance redressal mechanism

You can lodge a complaint/grievance against the stock broker in the following ways:

1. With PCJ Holdings: write to our designated investor grievance email grievance@pcjholdings.in. We will strive to redress the grievance immediately, but not later than 21 days of receipt. See our escalation matrix.
2. With the Stock Exchanges / SEBI: on SCORES 2.0 (SEBI’s web-based centralised grievance redressal system) — first review by the designated body/Exchange, second review by SEBI — or by email to the designated email IDs of the Exchange.
3. Online Dispute Resolution (ODR): if not satisfied with the resolution, you may file on the SMART ODR platform for resolution through online conciliation or arbitration: the relevant MII endeavours to resolve within 21 days; conciliation within 21 days (+10 with consent); if unsuccessful, arbitration concluded within 30 days (+30 with consent).

Our monthly Investor Complaints Data is published below in the SEBI-prescribed format.

9. Handling of investors’ claims in case of default of a Trading/Clearing Member

• A circular is issued and information disseminated on the Stock Exchange website declaring the stock broker a defaulter.
• A public notice is issued inviting claims within the specified period; clients are intimated via email and SMS for lodging claims.
• The Exchange website provides: norms for eligibility of claims for compensation from the Investor Protection Fund (IPF), the claim form, FAQs on processing of claims, online claim status, the SOP for handling claims in cases of default, the claim processing policy and the list of defaulter/expelled members.

10. Investor Complaints Data — By Stock Broker: PCJ Holdings Pvt. Ltd.

Data as on 30 June 2026 — updated monthly by the 7th of the succeeding month. All figures are Nil, as confirmed by the management. *Resolved includes complaints of previous months resolved in the current month. **Pending includes total complaints pending as on the last day of the month. ^Average resolution time is the sum total of time taken to resolve each complaint in the current month divided by the total number of complaints resolved in the current month.

Complaints data for the month ending June 2026

Trend of monthly disposal of complaints (FY 2026-27)

Trend of annual disposal of complaints