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Investor Grievance Redressal System (IGRS) – User Guide • IGRS is an internet based software which facilitates the clients to lodge their complaints against the registered Member of the Exchange and for the Members to resolve and provide their response on the same. • This portal will enable the user to keep a track of complaints (open/closed). • This portal will also enable to view, respond and to upload additional documents to the Exchange by the Members and Clients.

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Page 1: Help File (002) - Clients - igrs.mcxindia.com Guide - Clients.pdf · î ô X z } µ Á ] o o Z v ] À u P } ( µ ( µ o Z v P } ( Á } X v Z v Á W Á } v Z Z Z r v Z v Á W Á }

Investor Grievance Redressal System (IGRS) – User Guide• IGRS is an internet based software which facilitates the clients to lodge their complaints against the registered Member of the Exchange and for the Members to resolve and provide their response on the same.

• This portal will enable the user to keep a track of complaints (open/closed).

• This portal will also enable to view, respond and to upload additional documents to the Exchange by the Members and Clients.

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IGRS – New User Registration

1. On clicking the link https://igrs.mcxindia.com the below page will be displayed:

Click here to register as a new user of the portal

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IGRS – New User Registration contd…2. On clicking the link for user registration, the following page shall appear:

Type a Login ID of your choice

Select the region nearest to your KYC address.Select the salutation

Enter your personal details

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IGRS – New User Registration contd…

Click on SUBMIT

Enter the Captcha

Once the user fills all the details, he will receive an email along with an auto-generated password.

2. On clicking the link for user registration, the following page shall appear:

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IGRS – New Complaint Registration3. Click on the link given in the email and using the password provided, login into the portal.

The following screen shall appear:

Enter the Login ID & PasswordSelect ‘Client’

Click on ‘Login’Enter the Captcha

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4. Once you login successfully, you will be prompted by the portal to change your password

IGRS – New Complaint Registration contd…

Enter your old password (as in email)Enter the new Password

Click on ‘Change’

After clicking on ‘Change’ you will receive a message of ‘Password changed successfully’.

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IGRS – New Complaint Registration contd…5. After successfully changing the password, click on the ‘Process’ tab and then click on the ‘Complaints’ on the left-hand side of the webpage.6. Click on ‘Create’ button on the right-hand side of the webpage to register a new complaint.

Click on ‘Create’56

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IGRS – New Complaint Registration contd…7. On clicking ‘Create’, a new dialogue box shall appear:

Details like Region, Name, PAN number, Address, Email Id and mobile number shall be auto-populated from the User details provided during User Registration.

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8. Select the Source as ‘Online’. 9. Select the mode through which you trade with the Member.

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IGRS – New Complaint Registration contd…

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10. Enter the Unique Client Code (UCC) of your account with the Member.11. Enter your Pin code number.12. Select the Segment in which you trade or have a complaint regarding.

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IGRS – New Complaint Registration contd…

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13. Select the party against which you want to raise the complaint – ‘Member’, ‘Authorised Person (AP)’ or ‘Non-Member’.14. Enter the name of the Member against which you want to raise the complaint. After entering the first three letters of the Member name, a dropdown shall appear. The client can then select from the dropdown. The other details like MemID, SEBI Regn No, etc. will get auto-populated.

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IGRS – New Complaint Registration contd…

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15. In case where you have a complaint against a registered Authorised Person (AP) of the Member, two additional fields shall appear – ‘AP Name’ and ‘AP Code’. You are required to enter the details. AP Name is a mandatory field while the AP Code is a non-mandatory field.

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IGRS – New Complaint Registration contd…

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16. Enter the brief details of your complaint in the text box of “Details of Complaint/Brief Complaint”

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IGRS – New Complaint Registration contd…

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17. Select the ‘Nature of Complaint Category’ and the ‘Nature of Complaint’ from the dropdown provided.18. Enter the Claim Amount in the box provided.19. Click on the ‘plus’ sign beside the claim amount box.

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IGRS – New Complaint Registration contd…

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20. To upload documents (if any), click on the ‘Choose Files’ button, a new dialogue box will open. Select the files you want to attach to the complaint and click ‘Open’. 21. Click on ‘Save’ button to save the details and register the complaint later. 22. If you wish to register the complaint, click on ‘Register Complaint’. Till the ‘Register Complaint’ button is not clicked the complaint will not be received by the Exchange.

202221

IGRS – New Complaint Registration contd…

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23. Once you have successfully registered your complaint, you will receive an auto-generated email for successful registration. You can then view the status of your complaint by clicking on the ‘View History’ tab in the complaint details.

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IGRS – Check Complaint Status

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In case the user forgets the password, for login the following steps can be taken:24. Click on the ‘Forgot Password’ link on the initial login page.

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IGRS – Forgot Password

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25. Enter the Login id for your account and enter the captcha.26. A password reset link shall be sent to your email id entered during user registration.

Enter the Login ID

Enter the Captcha

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IGRS – Forgot Password contd…

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27. Click on the link provided in the email, you will be redirected to the password reset page where you can enter the new password and captcha and then click on ‘Change’.28. You will then receive a message of successful change of password.

Enter the new Password

Enter the CaptchaRe-enter the new Password

Click on Change

IGRS – Forgot Password contd…

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IGRS – Submit ResponseAfter a complaint has been registered, the Exchange shall scrutinize the same and shall then send it to the Member against whom the complaint has been made. The Member needs to provide a response on the same within the timelines.Alternatively, after the Member responds the same shall be sent to the complainant for his comments/clarifications, to which he shall respond within the given timelines.In both cases following steps to be taken:29. Click on the ‘View’ tab to view the complaint details.

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IGRS – Submit Response contd…30. Click on ‘View History’ tab to view the comments posted by the Exchange/Member. Further, click on ‘View documents’ to view the additional documents attached, if any.

31. After viewing the Member’s response/ Exchange comments, select ‘SubmittedtoExchange’ from the dropdown.

30

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32. In the ‘Response’ box, one can type the comments or provide a summary of the documents attached.33. One can attach files/documents to support the comments/clarification provided by clicking on the ‘Choose Files’ button and selecting the files to upload.34. Click on ‘Submit Response’ once the details and documents are entered. You will receive an email stating that the response has been posted successfully.

3233

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IGRS – Submit Response contd…

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IGRS – View all complaints35. To view all the complaints raised by a particular PAN number. Click on the ‘Reports’ tab on the left-hand side of the dashboard and then click on the ‘Complaint Status’ tab below it.It shall show all the complaints whether open or closed.

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Contact details of Investor Service Centres (ISC) Officials

ISC Name of the ISC Officials Contact Numbers Email IDMumbai Ms. Krupa Joshi Ms. Surabhi Thakkar 022 – 67318888Extn: 9441 / 9177 [email protected] Ms. Varsha Chawla Ms. Shruti Sharma 011 – 23467500Extn: 7521 / 7578 [email protected] Mr. Tirupati Mishra 033 - 40614516 [email protected] Mr. A SreevikramMr. Arun S. 044 – 66817300Extn: 7321 / 7322 [email protected]

Gandhinagar Ms. Neha Agarwal 079-71612000/66744000, Extn: 2076 [email protected] Mr. Rahul Mehta 0731-4061770 [email protected] Ms. Sonam Gupta 0512-02305277 [email protected] Mr. Kuldeep Jangid 0141-4028131 [email protected] Mr. Vinay Reddy 080 - 40407218 [email protected] Ms. Sonam Agarwal 040-46464876 [email protected]


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