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.


  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.

Services provided to Investors

  • Execution of trades on behalf of investors.
  • Issuance of Contract Notes.
  • Issuance of intimations regarding margin due payments.
  • Facilitate execution of early pay-in obligation instructions.
  • Settlement of client’s funds.
  • Intimation of securities held in Client Unpaid Securities Account (CUSA) Account.
  • Issuance of retention statement of funds.
  • Risk management systems to mitigate operational and market risk.
  • Facilitate client profile changes in the system as instructed by the client.
  • Information sharing with the client w.r.t. exchange circulars.
  • Redressal of Investor’s grievances.

Rights of Investors

  • 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.
  • Receive complete information about the risks, obligations, and costs of any investment before investing.
  • Receive recommendations consistent with your financial needs and investment objectives.
  • Receive a copy of all completed account forms and agreements.
  • Receive account statements that are accurate and understandable.
  • Understand the terms and conditions of transactions you undertake.
  • Access your funds in a timely manner and receive information about any restrictions or limitations on access.
  • Receive complete information about maintenance or service charges, transaction or redemption fees, and penalties.
  • Discuss your grievances with compliance officer of the firm and receive prompt attention to and fair consideration of your concerns.

Various activities of Stock Brokers with timelines Activities Expected Timelines
1 KYC entered into KRA System and CKYCR 10 days of account opening
2 Client Onboarding Immediate, but not later than one week
3 Order execution Immediate on receipt of order, but not later than the same day
4 Allocation of Unique Client Code Before trading
5 Copy of duly completed Client Registration Documents to clients 7 days from the date of upload of Unique Client Code to the Exchange by the trading member
6 Issuance of contract notes 24 hours of execution of trades
7 Collection of upfront margin from client Before initiation of trade
8 Issuance of intimations regarding other margin due payments At the end of the T day
9 Settlement of client funds 30 days / 90 days for running account settlement (RAS) as per the preference of client.
If consent not given for RAS – within 24 hours of pay-out
10 ‘Statement of Accounts’ for Funds, Securities and Commodities Weekly basis (Within four trading days of following week)
11 Issuance of retention statement of funds/commodities 5 days from the date of settlement
12 Issuance of Annual Global Statement 30 days from the end of the financial year
13 Investor grievances redressal 30 days from the receipt of the complaint DOs DON’Ts
1 Read all documents and conditions being
agreed before signing the account opening
Do not deal with unregistered
stock broker.
2 Receive a copy of KYC, copy of account
opening documents and Unique Client Code.
Do not forget to strike off
blanks in your account
opening and KYC.
3 Read the product / operational framework /
timelines related to various Trading and
Clearing and Settlement processes.
Do not submit an incomplete
account opening and KYC
4 Receive all information about brokerage, fees
and other charges levied.
Do not forget to inform any
change in information linked
to trading account and obtain
confirmation of updation in the
5 Register your mobile number and email ID in
your trading, demat and bank accounts to get
regular alerts on your transactions.
Do not transfer funds, for the
purposes of trading to anyone
other than a stock broker. No
payment should be made in
name of employee of stock
6 If executed, receive a copy of Power of
Attorney. However, Power of Attorney is not a
mandatory requirement as per SEBI / Stock
Exchanges. Before granting Power of
Attorney, carefully examine the scope and
implications of powers being granted.
Do not transfer funds, for the
purposes of trading to anyone
other than a stock broker. No
payment should be made in
name of employee of stock
7 Receive contract notes for trades executed,
showing transaction price, brokerage, GST
and STT etc. as applicable, separately, within
24 hours of execution of trades.
Do not ignore any emails /
SMSs received with regards
to trades done, from the Stock
Exchange and raise a
concern, if discrepancy is
8 Receive funds and securities / commodities on
time within 24 hours from pay-out.
Do not
9 Verify details of trades, contract notes and
statement of account and approach relevant
authority for any discrepancies. Verify trade
details on the Exchange websites from the
trade verification facility provided by the
Do not fall prey to fixed /
guaranteed returns schemes.
10 Receive statement of accounts periodically. If
opted for running account settlement, account
has to be settled by the stock broker as per the
option given by the client (30 or 90 days).
Do not fall prey to fraudsters
sending emails and SMSs
luring to trade in stocks /
securities promising huge
11 In case of any grievances, approach stock
broker or Stock Exchange or SEBI for getting
the same resolved within prescribed timelines.
Do not follow herd mentality
for investments. Seek expert
and professional advice for
your investments.

Grievance Redressal Mechanism

Level 1 – Approach the Stock Broker at the designated Investor Grievance e-mail ID of the
stock broker. The Stock Broker will strive to redress the grievance immediately, but not later
than 30 days of the receipt of the grievance.

Level 2 – Approach the Stock Exchange using the grievance mechanism mentioned at the
website of the respective exchange.
Complaints Resolution Process at Stock Exchange explained graphically:

Timelines for complaint resolution process at Stock Exchanges against stock brokers Type of Activity Timelines for activity
1 Receipt of Complaint Day of complaint (C Day).
2 Additional information sought from the investor, if any, and provisionally forwarded to stock broker. C + 7 Working days.
3 Registration of the complaint and forwarding to the stock broker. C + 8 Working Days i.e. T day.
4 Amicable Resolution. T + 15 Working Days.
5 Refer to Grievance Redressal Committee (GRC), in case of no amicable resolution. T + 16 Working Days.
6 Complete resolution process post GRC. T + 30 Working Days.
7 In case where the GRC Member requires additional information, GRC order shall be completed within. T + 45 Working Days.
8 Implementation of GRC Order. On receipt of GRC Order, if the order is in favour of the investor, debit the funds of the stock broker. Order for debit is issued immediately or as per the directions given in GRC order.
9 In case the stock broker is aggrieved by the GRC order, will provide intention to avail arbitration Within 7 days from receipt of order
10 If intention from stock broker is received and the GRC order amount is upto Rs.20 lakhs Investor is eligible for interim relief from Investor Protection Fund (IPF).The interim relief will be 50% of the GRC order amount or Rs.2 lakhs whichever is less. The same shall be provided after obtaining an Undertaking from the investor.
11 Stock Broker shall file for arbitration Within 6 months from the date of GRC recommendation
12 In case the stock broker does not file for arbitration within 6 months The GRC order amount shall be released to the investor after adjusting the amount released as interim relief, if any.

Handling of Investor’s claims / complaints in case of default of a Trading Member /
Clearing Member (TM/CM)

Default of TM/CM

Following steps are carried out by Stock Exchange for benefit of investor, in case stock broker

  • Circular is issued to inform about declaration of Stock Broker as Defaulter.
  • Information of defaulter stock broker is disseminated on Stock Exchange website.
  • Public Notice is issued informing declaration of a stock broker as defaulter and inviting
    claims within specified period.
  • Intimation to clients of defaulter stock brokers via emails and SMS for facilitating
    lodging of claims within the specified period.

Following information is available on Stock Exchange website for information of investors:

  • Norms for eligibility of claims for compensation from IPF.
  • Claim form for lodging claim against defaulter stock broker.
  • FAQ on processing of investors’ claims against Defaulter stock broker.
  • Provision to check online status of client’s claim.

Level 3 – The complaint not redressed at Stock Broker / Stock Exchange level, may be lodged
with SEBI on SCORES (a web based centralized grievance redressal system of SEBI) @

Investor Complaints Data for Mata Securities India Pvt. Ltd.(Stock Brokers)

Data for Every Month Ending – May, 2024
S.No. Received From Carried forward from previous month Received during the month Total Pending Resolved* Pending at the end of the month** Average Resolution time^ (in days)
Pending for less than 3 months Pending for more than 3 months
1 Directly from Investors 0 0 0 0 0 0 0
2 SEBI (SCORES) 0 0 0 0 0 0 0
3 Stock Exchanges 0 0 0 0 0 0 0
4 Other Sources (if any) 0 0 0 0 0 0 0
5 Grand Total 0 0 0 0 0 0 0
Trend of monthly disposal of complaints
S.No. Month Carried forward from previous month Received Resolved* Pending**
1 April 2024 0 0 0 0
2 May 2024 0 0 0 0
3 June 2024
4 July 2024
5 August 2024
6 September 2024
7 October 2024
8 November 2024
9 December 2024
10 January 2025
11 February 2025
12 March 2025
Grand Total

*Should include complaints of previous months resolved in the current month, if any. **Should include total complaints pending as on the last day of the month, if any. ^Average resolution time is the sum total of time taken to resolve each complaint in the current month divided by total number of complaints resolved in the current month.

Trend of Annual disposal of complaints
S.No. Year Carried forward from previous year Received during the year Resolved during the year Pending at the end of the year
1 2018-19 0 0 0 0
2 2019-20 0 0 0 0
3 2020-21 0 0 0 0
4 2021-22 0 0 0 0
5 2022-23 0 0 0 0
6 2023-24 0 0 0 0
7 2024-25