Helpline Process for Follow-up and Action

The process devised by helpline for follow up and grievance redressal can be broadly understood by studying the following stages:

Stage 1 - Registration

Stage 2 – The Helpline will thereafter scrutinize the Grievance and forward it to the concerned company/entity for action (the grievance form will be enclosed along with the letter) along with copies to other regulators, as and when deemed fit by us.

Stage 3 – The Helpline will then wait for a period of thirty days for the concerned entities to take requisite action. After the expiry of the said period, Helpline will update the status of the grievance on the site either suo motto or on the information provided by the investor or concerned entities.

Stage 4 – In case Helpline does not get any communication from the investor or the concerned entities within a further period of thirty days, it will presume that the grievance is still pending and Investor Helpline will intimate the Regulators, who have been earlier marked copies about the same.

Stage 5 - Here again Helpline will wait for a period of 30 days for the redressal of grievance and thereafter will again update the status.

Stage 6 – If the grievance is not redressed within 70 days of filing, the helpline will approach the regulator for Penal Action against the Company. AS IT IS A VERY SENSITIVE MATTER, HELPLINE WILL APPROACH THE REGULATOR ONLY AFTER GETTING CONFIRMATION FROM THE INVESTOR THAT HIS/HER GRIEVANCE IS STILL PENDING. (INVESTOR HAS BEEN PROVIDED WITH A FACILITY TO UPDATE THE STATUS IN track grievance status LINK ONLINE).

Stage 7 – The Helpline will, however,  after pursuing the case for six months take up such case with the  regulators/authorities in a consolidated manner for appropriate action and reforms.

Important Note : After acceptance of grievance, Investor Helpline reserves the right to mark a grievance as ‘Beyond Investor Helpline’, where during follow up process, it comes across information, through some authenticate source like ROC, Exchange etc., that the following proceedings are going on :

• Judicial or,
• Quasi Judicial i.e. with Company Law Board, reference to SICA (Sick Industrial Companies Act,1985)/BIFR ( Board for Industrial and Financial Reconstruction ) etc or,
• Liquidation proceeding or company has already been liquidated.
• Whereabouts of the company not known: Mails sent to the company at its last known address have returned to us as undelivered.