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Customer satisfaction towards karvy stock exchange project report mba marketing
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A Study of Customer Satisfaction towards Depository Participants
EXECUTIVE SUMMARY
Karvy, the FINAPOLIS Ltd. is a stock Broking Company that deals in
shares. Apart from security broking Karvy is in to Demat services, Mutual fund
and Insurance services. It offers a wide range of financial services in order to
meet different individuals financial planning.
The project emphasizes on “Customer satisfaction towards depository
participants”
Objectives of the Study:
To know the function of DP.
To know the percentage of have satisfied the service of DP.
To know how demat account is helping in the trading
To know the exception of the customer.
To know the loops and draw backs of DP.
Research Methodology:
Data source:
Primary Data: Through Questionnaire
Secondary Data: Karvy’s Record & Report, Magazine & Websites. Sample size: 100 customers of Karvy Stock Broking Ltd.
Area Covered for research: Only Dharwad KARVY customers.
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A Study of Customer Satisfaction towards Depository Participants
Sampling Procedure: Random sampling method from available database. In
the present scenario the service industry has given an utmost importance of
doing a particular task at a fastest time in order to satisfy the customer and to
attract new customer. In this project we can find out the customer of Karvy
Consultant have satisfied with demat service and this DP is overcoming the
disadvantages of the physical trading of the securities in the stock exchange.
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A Study of Customer Satisfaction towards Depository Participants
FINDINGS:
1) I have carried out this exercise on Dematerlisation. So in my studies I have tried to
see whether the customer have satisfied the service given by depository participants.
2) I have also seen that awareness of KARVY service given by Karvy finical
consultant is from friends.
3) It is also seen that more than 84% of the respondent have satisfied with the service
of demat.
4) It is also seen that more than 55% to 60% of the respondent has satisfied with the
service of Freezing/ Defreezing and loan against share. Also 40% respondents are not
aware about these services.
5) Also found that nearly 2% of the respondents are dissatisfied with bill Acceptance.
6) 5% improper format of Holding/Transaction statement and 4% Frequently
reminders are given to karvy consultant ltd., for update the information Are
Dissatisfied.
7). 38% of respondent feel tariff structure of Karvy Stock Broking Ltd charged is high
and very high.
8) Also found that 53% respondent have satisfied 80% of the service
9). 35% of respondent prefer Karvy Stock Broking Ltd DP to Other Dp because
Of Quality service And, 40% for safety service.
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A Study of Customer Satisfaction towards Depository Participants
INTRODUCTION
India has two hundred years old tradition in Securities. Infact that first India
stock exchange established in Bombay is the oldest in Asia. The earliest security
dealings were Transactions in loan securities of East India Company, the dominant
institution of those days. Corporate Shares came into the picture by 1830’s and
assumed significance with the Companies Act of 1956. In 1887 the broker community
gave birth to the “Native share and stock brokers Association” which is now known as
the Bombay Stock Exchange.
The Indian Capital grew at a very moderate rate from 1951 to 1980. However
it registered an impressive growth in 1980s. the process of liberalization and the
transparency in operation has raised the interest of foreign investors in India. Till
1978 there were only 8 recognized exchanges in India. Initially the exchange operated
on an outcry system i.e. manual system of trading Due to increase in the trading
volumes, the number of issuer increased substantially, and the birth of NSES highly
transparent automated system come into existence Even then there was an increase in
paper work causing a gridlock at every stage in the stock market This delays the
clearance and settlement of traders, registration of securities in the shareholder name
and due this it increased the back office paper work intermediaries These outdated
systems have increased settlement risks and have rendered the implementation of a
delivery of a versus payment system impossible. National Stock Exchange of India
Limited to provide electronic depository facilities for securities traded in the equity
and the debt market. NSDL commenced its operations in the year 1996 and is the first
depository in India.
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A Study of Customer Satisfaction towards Depository Participants
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A Study of Customer Satisfaction towards Depository Participants
DESIGN OF THE STUDY
Tile of the project:
“Service Analysis & Customer satisfaction towards Depositary participants”.
Statement of the Problem: KARVY STOCK BROKING Ltd is providing the Demat
service. Hence in this report an attempt is made to know the present customer
satisfaction towards depository participants.
RESEARCH OBJECTIVES:
To know the function of DP.
To know the percentage of have satisfied the service of DP.
To know how demat account is helping in the trading
To know the exception of the customer.
To know the loops and draw backs of DP.
.
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A Study of Customer Satisfaction towards Depository Participants
METHODS AND METHODOLOGY
Sampling Design:
Sampling since segment wise investors in KARVY STOCK BROKING Ltd
were available the overall customers were considered for the study. Hundred
Percent coveraged. Hence random sampling survey method was adopted for
the purpose of the study.
Sampling Size: A sample of 100 was chosen for the purpose of the study.
Sample consisted of small investor, large investors and traders of KARVY
STOCK BROKING Ltd.
Sampling Procedure: From large number of customer of KARVY STOCK
BROKING Ltd. Were randomly selected from the available customer
database.
Field Study: Directly approached respondents.
DATA COLLECTION METHOD:
1. PRIMARY DATA: For a study of this nature primary data is collected through
Questionnaire.
2. SECONDARY DATA: This is been is collected through Karvy’s Record &
Report, Magazine & Websites.
MEASUREMENT TECHNIQUE:
For this purpose measurement technique used for survey is
questionnaire to collect information from the respondent
ANALYTICAL TECHNIQUE:
Statistical technique used for measuring the response is in terms of
percentage.
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A Study of Customer Satisfaction towards Depository Participants
LIMITATION OF STUDY
Since Sample size is only 100 all Hundred customers are approached .
Since segment wise investor is available in KARVY STOCK BROKING Ltd.
Overall concept is taken for the study.
Information is partly based on secondary data and hence the authenticity of the
study can be visualized and is measurable.
Level of accuracy of the results of research is restricted to the accuracy level
with which the customers have given their answers and the accuracy level of
the answers cannot be predicted.
BACKGROUND
Karvy Stock Broking Limited, one of the cornerstones of the Karvy edifice,
flows freely towards attaining diverse goals of the customer through varied services.
Creating a plethora of opportunities for the customer by opening up investment vistas
backed by research-based advisory services. Here, growth knows no limits and
success recognizes no boundaries. Helping the customer create waves in his portfolio
and empowering the investor completely is the ultimate goal.
KARVY, is a premier integrated financial services provider, and ranked
among the top five in the country in all its business segments, services over 16 million
individual investors in various capacities, and provides investor services to over 300
corporate, comprising the who is who of Corporate India. KARVY covers the entire
spectrum of financial services such as Stock broking, Depository Participants,
Distribution of financial products - mutual funds, bonds, fixed deposit, equities,
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A Study of Customer Satisfaction towards Depository Participants
Insurance Broking, Commodities Broking, Personal Finance Advisory Services,
Merchant Banking & Corporate Finance, placement of equity, IPOs, among others.
Karvy has a professional management team and ranks among the best in technology,
operations and research of various industrial segments.
The birth of Karvy was on a modest scale in 1981. It began with the vision
and enterprise of a small group of practicing Chartered Accountants who founded the
flagship company…Karvy Consultants Limited. We started with consulting and
financial accounting automation, and carved inroads into the field of registry and
share accounting by 1985. Since then, we have utilized our experience and superlative
expertise to go from strength to strength…to better our services, to provide new ones,
to innovate, diversify and in the process, evolved Karvy as one of India’s premier
integrated financial service enterprise.
Thus over the last 20 years Karvy has traveled the success route, towards
building a reputation as an integrated financial services provider, offering a wide
spectrum of services. And we have made this journey by taking the route of quality
service, path breaking innovations in service, versatility in service and finally…
totality in service.
Our highly qualified manpower, cutting-edge technology, comprehensive
infrastructure and total customer-focus has secured for us the position of an emerging
financial services giant enjoying the confidence and support of an enviable clientele
across diverse fields in the financial world.
Over the years we have ensured that the trust of our customers is our biggest
returns. Factors such as our success in the Electronic custody business has helped
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build on our tradition of trust even more. Consequentially our retail client base
expanded very fast. Our values and vision of attaining total competence in our
servicing has served as the building block for creating a great financial enterprise,
which stands solid on our fortresses of financial strength - our various companies.
With the experience of years of holistic financial servicing behind us and years
of complete expertise in the industry to look forward to, we have now emerged as a
premier integrated financial services provider.
And today, we can look with pride at the fruits of our mastery and experience
– comprehensive financial services that are competently segregated to service and
manage a diverse range of customer requirements.
GROUP OF COMPANIES
KARVY SECURITY LTD
Deals in distribution of various investment products, viz, equities,
Mutual fund, bounds debenture fixed deposits, insurance policies &
other financial products
Member –Hyderabad stock Exchange (HSF)
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A Study of Customer Satisfaction towards Depository Participants
KARVY STOCK BROKING LTD.
Deals in buying & selling equity shares & debenture &on the national
stock exchange (NSE), the Hyderabad stock exchange & over the
counter exchange of India (OTCEI)
Member-national stock exchange (NSE)
KARVY CONSULTANTS LTD
Transfer agency services for corporate & mutual funds
Registrar for IPO\book building
Depositary participant services
Registered with both NSDL/CDSL
It enable services –MT/call center /data classification
Karvy .com comprehensive financial advisory site
KARVY INVESTER SERVICES LTD.
Deals in issue management, investor banking & merchant
banking of fixed income & other financial products.
Trading through BSE
DEPOSITARY SEVICES
Registered as DP both with NSDL & CDSL
Serving over 2 lac investors
Online connectivity at Hyderabad, Lucknow &Bangalore
Ranked among the top 5 DPS in the country
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A Study of Customer Satisfaction towards Depository Participants
High synergy with registry & broking activities for higher services
levels to the customer information
Web based customer information
Provision of service in over 75 locations
IT SERVICES GROUP
1. Medical transcription
First strategic initiative into global processing
Among the top MT companies in India
2.E-BUSINESS GROUP
Strategic intent: to develop a comprehensive financial services portal
which includes
Investor servicing: mutual funds, corporate shareholders &
depository clients.
Distribution of financial products
Net trading
Insurance distribution
1. Call center
2. Started with a 30 agent e-call center
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MISSION
Our mission is to be a leading, preferred service provider to our customers,
and we aim to achieve this leadership position by building an innovative, enterprising
and technology driven organization which will set the highest standards of service and
business ethics.
QUALITY POLICY
To achieve and retain leadership, Karvy shall aim foe complete
customers satisfaction, by combining its human and Technological resources,
to provide superior quality financial Services. In the process, Karvy will strive
to exceed Customer’s expectations.
QUALITY OBJECTIVES
As per the Quality Policy, Karvy will:
1. Build in- house process that will ensure transparent and harmonious
relationship with its clients and investors to provide high quality of services.
2. Establish a partner relationship with its investor service agents and vendors
that will help in keeping up its commitments to the customers.
3. Provide high quality of work life for all its employees and equip them with
adequate knowledge &skills so as to respond to customer’s need.
4. Continue to uphold the values of honesty & integrity and strive to establish
unparalleled standards in business ethics.
5. Use state –of – the art information technology in developing new and
innovative financial products and services to meet the changing needs of
investors and clients.
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6. Strive to be a reliable source of value-added financial products and services
and constantly guide the individuals and institutions in making a judicious
choice of it. Strive to keep all stake- holders (shareholders, clients, investors
and regulatory authorities) proud and satisfied.
Achievements
Among the top 5 stock brokers in India (4% of NSE volumes)
India's No. 1 Registrar & Securities Transfer Agents
Among the to top 3 Depository Participants
Largest Network of Branches & Business Associates
ISO 9002 certified operations by DNV
Among top 10 Investment bankers
Largest Distributor of Financial Products
Adjudged as one of the top 50 IT uses in India by MIS Asia
Full Fledged IT driven operations
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MILESTONE
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ORGANIZATION CHART
Managing Director
Chief Managing Director
Vice-President Vice-President Vice-President Vice-President
Karvy Karvy Karvy Karvy Securities Stock Broking Consultants Investors Services Ltd. Ltd. Ltd. Ltd.
Deputy Deputy Deputy Deputy General General General GeneralManager Manager Manager Manager
Senior Senior Senior SeniorManager Manager Manager Manager
Branch Manager
N number of Team Leaders
N number of Executives
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INTRODUCTION
Dematerialization or "Demat" is a process whereby your securities like
shares, debentures etc, are converted into electronic data and stored in
computers by a Depository. Securities registered in your name are surrendered
to depository participant (DP) and these are sent to the respective companies
who will cancel them after "Dematerialization" and credit your depository
account with the DP. The securities on Dematerialization appear as balances in
your depository account. These balances are transferable like physical shares. If
at a later date, you wish to have these "Demat" securities converted back into
paper certificates, the Depose Depository functions like a securities bank,
where the dematerialized physical securities are traded and held in custody.
This facilitates faster, risk free and low cost settlement.
In order to dematerialize certificates; an investor will have to first open
an account with a DP & then request for the dematerialization of certificate by
filling up a dematerialization request form (DRF), which is available with DP
& submitting the same along with the physical certificates. The investor has to
ensure that before the certificate are handled over to the DP For demat, they are
defaced by marking “Surrendered for dematerialisation” on the face of the
certificates. Depository is much like a bank and perform many activities that
are similar to a bank.
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Just as one opens a bank account in order to avail of the services of a
bank, an investor opens a depository account with a depository participant in
order to avail of depository facilities.
Following table compares the two.
Bank Depository
Holds funds in accounts Holds securities in account
Transfers funds between accounts Transfers securities between accounts
Transfers without handling money Transfers without handling securities
Safekeeping of money Safekeeping of securities
Transacting the depository way has several advantages over the traditional system
of transacting using share certificates. Some of the benefits are:
Trading in demat segment completely eliminates the risk of bad
deliveries, which in turn eliminates all cost and wastage of time
associated with follow up for rectification. This reduction in risk
associated with bad delivery has lead to reduction in brokerage to the
extent of 0.5% by quite a few brokerage firms.
In case of transfer of electronic shares, you save 0.5% in stamp duty.
You also avoid the cost of courier/ notarization/ the need for further
follow-up with your broker for shares returned for company objection
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In case the certificates are lost in transit or when the share certificates
become mutilated or misplaced, to obtain duplicate certificates, you may
have to spend at least Rs500 for indemnity bond, newspaper
advertisement etc, which can be completely eliminated in the demat
form.
You can also receive your bonuses and rights into your depository
account as a direct credit, thus eliminating risk of loss in transit.
You can also expect a lower interest charge for loans taken against
demat shares as compared to the interest for loan against physical
shares. This could result in a saving of about 0.25% to 1.5%. Some
banks have already announced this.
RBI has increased the limit of loans against dematerialized securities as
collateral to Rs2mn per borrower as against Rs1mn per borrower in case
of loans against physical securities.
RBI has also reduced the minimum margin to 25% for loans against
dematerialized securities as against 50% for loans against physical
securities.
In short the advantages of opening a demat account are
Shorter settlements thereby enhancing liquidity
No stamp duties on transfer of securities held in demat form.
Elimination of risk associated with physical certificated such as bad
delivery, fake securities.
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A Study of Customer Satisfaction towards Depository Participants
Reduction in handling large volume of paper;
Nomination facility
Transmission of securities (such as shares, debentures, bonds and
units) is done by DP eliminating the need to correspond with each
company separately.
Change of name, address, dividend mandate, registration of power of
attorney, transmission etc. can be effected across companies held in
demat form by a single instruction to the DP
Though under the Depositories Act, 1996, there is no compulsion and the
investor can hold shares either in physical or in dematerialized form. But according to
Sebi’s directive certain shares have to be traded compulsorily in dematerialized form
where the seller cannot sell in physical form. However, after he has bought the shares
the investor can ask for rematerialization of the shares.
The Depository Account must be opened with a Depository Participant. NSDL
interfaces with investor trough Depository Participants (DPS). A list of names and
addresses of all Authorized DP’s is available with the NSDL and CDSL and one can
meet any of these DP’s place and make a choice at your based on your comfort and
convenience. Opening a depository account is as simple as opening a bank account.
One can open a depository account with any DP.
To open a Depository Account, you have to submit the duly filled in Account
Opening form along with the following documents:
Fill up the account opening form, which is available with the DP.
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Residential Proof - Copy of Ration Card, Passport, Driving License,
Telephone Bill, Electricity Bill or Rental Agreement.
Sign the DP-client agreement, which defines the rights and duties of the DP
and the person wishing to open the account.
Receive your client account number (client ID).
This client ID along with your DP ID gives you a unique identification in the
depository system.
There is no restriction on the number of depository accounts a person can
open. However, if your existing physical shares are in joint names, you have to open
the account in the same order of names before you submit your share certificates for
demat. A sole holder of the share certificates cannot add more names as joint holders
at the time of dematerializing his share certificates.
However, if the investor wants to transfer the ownership from his individual
name to a joint name, he should first open an account as the sole holder (account A)
and dematerialize the share certificates. He should then open another depository
account (account B) in which he is the first holder and the other person is the second
holder and make an off market transfer of the shares from the account A to account B.
The investor will incur a charge on this transaction. Alternatively, the certificates can
be transferred to the joint ownership and then sent for Dematerialization.
Right now, as per the Companies Act, there is no nomination facility for
shares (whether in the physical or in the electronic form). The nomination facility for
shares can be availed of only when the relevant provisions in the Companies Act are
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amended. NSDL captures the details of the nominee when the account is opened so as
to offer the facility as soon as the relevant amendments are effected in the Law.
A client can choose to open more than one account with same DP. In
addition to this, he has a choice of opening accounts with more than one DP.
However a broker can open just one Clearing Member account per card/ stock
exchange for clearing purpose, but he can still open multiple beneficiary
accounts Beneficiary is the personal account wherein brokers can keep their
personal holdings.
Account opening
Any investor who wishes to avail depository services must first open an
account with a depository participant of NSDL The process of opening a
Demat account is very similar to a bank account The investor can open an
account with any depository participant of NSDL An investor may open an
account with several DPs or he may open several account with single There are
several DPs offering various depositary related services. Each DP is free to fix
its own fee structure Investors have the freedom to choose a DP based on
criteria like convenience , comfort has to enter into an agreement with the DP
The form and contents of this agreement are specified by the business rules of
NSLD
Types of depositary account depends on the operation to be performed
There are three types of Demat accounts which can be opened with a
depositary participant viz
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(a) Beneficiary Account (b) Clearing member Accounts and (c) intermediary
account
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Types of accounts
Beneficial owner Clearing member Intermediary
Account Account Account
House Non-House
A DP may be required to open three categories of accounts for client –
beneficiary account, clearing member account and intermediary account
A beneficiary account is an ownership account The holder/s of securities
in this type of account own those securities
The clearing member account and intermediary account are transitory
account The securities in these are held for commercial purpose only
A clearing member account is opened by a broker or a clearing member
for the purpose of settlement of trades
An intermediary account can opened by a SEBI registered intermediary
for the purpose of stock leading and borrowing
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BENEFICIARY ACCOUNT
This is an account opened by investor to hold their securities in
dematerialized from with a depository and to carry out the transactions of sale
purchase of such securities in book entry form through the depositary system A
beneficiary account holder is legally entitled for all rights and liabilities
attached to the securities held in that account Therefore, the account is called
“beneficial owner account” a beneficial account can be in the name of
individual, corporate, HUF, minor, bank, financial institution , trust etc or the
broker himself for the purpose of his personal investments in demat form . The
account is opened with a DP
House account vs. non –house account opened by a DP for the
custody of and transactions in its own investment is referred to as a house
account DPS Are required to open house accounts for their own investments
to prevent co-mingling of asset with that of their clients
Neither the depositories ACT nor the regulations made under the
act lay down any specifications about who can open a beneficiary account since
all beneficial owners are deemed to be member of a company (under section 41
(3) of the companies act) only those who are eligible to become members of a
company act can open a beneficiary account with a depository Thus all legal
entities with the exception of partnership firms can open an account in the
depository system
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Documents for verification: For the purpose of verification, all investors have
to submit the following documents along with the prescribed account opening form
Proof of identity- a beneficiary account must be opened only after
obtaining a proof of identity of the applicant The applicants signature and
photograph must be authenticated by an existing account holder or by the
applicant bank or after due verification made with the original of the applicants
valid passport , voter id , driving license or PAN card with photograph and
further
Proof of address- The account opening form should be supported with
proof of address such as verified copies of ration card/ passport/ voter ID/ PAN
card/driving license / bank passbook an authorized official of the participant,
under his signature, shall verify the original documents
In case any account holder fails o produce the original documents for
verification within the foreside period of 30 days, it must be immediately
brought to the notice of NSDL Failure to produce the original within the
prescribed time would invite appropriate action against such account holder,
which could even include freezing of their accounts
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Common information: The process of opening an account with a depository,
nature of such an account, and various factors to be considered for opening a
depository account are explained below. Some details are common to all types of
accounts. These are:
1. Name of the holder
2. Date of birth (for individual accounts)
3. Occupation
4. Address & phone / fax number
5. Bank details like name of the bank, type of the account
(current/savings), accounts number, branch address, MICR, etc
6. PAN number, if applicable
7. Details of nomination
8. Specimen signatures
Beneficiary account- procedure for opening an account
Investor have the choice of selecting a DP based on their convenience,
comfort, service, levels, safety, reputation charges, etc they have flexibility to
have more than one account with the same DP or any other DPS No minimum
balance is required for opening a depository account Investor also have the
freedom to close an account with one DP and open another one with any other
DP
The type of the account opening from to field by an investor and the list
of documents required depend on the type of beneficiary account to be opened
–whether it is for NRI’s or corporate or individual Further, the individual
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account can be in a signal name or joint name clearing members and brokers
have to open in a beneficiary account if they have to deal with their own
holdings
There are several client types in the depository system and different
codes are allotted to them. These are listed below
1. Resident
Ordinary
HUF
2. Financial institutions
Government –sponsored FI
State financial corporation
Other
3. FIIS
Mauritius –based
Others
4. NRI
Repatriable
Non-Repatriable
Depository receipt
5. Body corporate
Domestic company
Overseas corporate body Repatriable
Government company
Central government
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State government
Co-operative body
NBFC
Non –NBFC
Broker
Foreign bodies
Group companies
Others
OCB-Nonrepatriable
Depository receipt
6. CM (clearing member)
7. Foreign national – national /depository receipt
8. Mutual fund –depository receipt
9. Trust, Bank
10. Intermediary
Clearing Member Account
The entities that are authorized to pay out from a clearing corporation/
clearing house against traders done by them or their clients are known as
clearing members. CMs are identified in the system through their CM-BP ID.
All pay-in and pay-out transactions are carried out through their accounts.
There are two types of clearing members:
1. All members of a stock exchange popularly know as brokers, are
clearing members;
2. Custodians who are permitted by the stock exchange to act as a clearing
members.
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PROCEDURE TO OPEN A CLEARING MEMBER ACCOUNT
The steps undertaken to open the account are same as those of the
individuals, difference lies in the type of the clearing members has to first
register itself with the depository and obtain a business partner identification
number (CM-BP-ID). The clearing member is identified by the combination of
CC-CM-ID given by the DP.
Immediately after opening a clearing account, the DP should inform the
depository the details of clearing members name, CM-BP-ID, client-ID, and
date of the opening the account in DPM system.
The clearing account should only be for clearing and settlement purpose and
nit for any other purpose, e.g., holding of securities received in a settlement received
in a settlement account should be transferred to the transferred to respective beneficial
accounts as soon as possible, but in no case later than the time prescribed by the
depository/ stock exchange/ SEBI in this regard. The opening of clearing members
account constitutes a “standing instruction” to receive credits from the clearing
corporation when there is a pay-out.
The Clearing House deals with ONLY ONE designated account for pay-in
and pay-out with the Broker. This single account allows you to know to which
account securities must be delivered and received from. One Clearing Member Pool
Account is opened per card / Stock Exchange to settle trades in the Dematerialised
form.
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Structure Of Clearing Account
The clearing account is identified in the depository system by its CM-
BP-ID. The internal structure of the Clearing Account consists of three parts to
facilitate easy book keeping.
Arrangement of clearing account
Pool Account
Delivery Account
Receipt Account
Clearing Corporation (CC)/Clearing House (CH)
Clearing Account
Delivery Account Pool AccountReceipt Account
a) Pool Account: It has two roles in clearing of Securities, viz., before
pay-in, the selling client of the clearing member transfers securities from
his client Account to the Clearing Account. After receiving pay-out, the
clearing member transfers securities from his Clearing Account to the
account of the buying client.
b) Delivery Account: The securities before pay-in, the securities move
from the Pool Account To the Delivery Account. The movement will be
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A Study of Customer Satisfaction towards Depository Participants
automatic if clearing member has given such an undertaking to its
Clearing If the Clearing Corporation. It will be effected on the basis of
instruction received from the Clearing house/ Clearing Corporation. If
the clearing house/ Clearing Corporation has not taken such
undertaking, the clearing member to its DP must submit a delivery
instruction form. At the time of pay-in, NSDL flushes out the securities
in the Delivery Account & transfers the same to the Clearing house/
Clearing Corporation.
c) Receipt Account: On pay-out day, the Clearing house/ Clearing
Corporation transfers securities to the Pool Account (to The extent of
net receipt) through the Receipt Account. This account can be used to
trace details of settlement-wise receipt of the clearing member.
Market Type & Settlements Number: A clearing account can be broken
into compartment and sub-compartments. Each compartment can be called as
market type and be as settlement number. Hence, if securities are moved from
any clearing account, apart from the CM-BP-ID, the combination of market
type and settlement number must be provided. A diagrammatic illustration of
the internal structure of a clearing account is depicted in next page.
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Settlement calendar: Settlement calendar is decided by the stock exchange. It
contains details for each market type & settlement number. The detail for each
settlement consists of the date of trading, pay-in time, pay-out date, settlement
number etc. Clearing member can obtain the settlement calendar from its own stock
exchange. This is also available in the depository software of the DP.
BABASAB PATIL33
Physical Rolling Action Rolling
2000014Delivery Pool Receipt
2000015Delivery Pool Receipt
2000248Delivery Pool Receipt
9000152Delivery Pool Receipt
9000153Delivery Pool Receipt
9000152Delivery Pool Receipt
2000016Delivery Pool Receipt
2000249Delivery Pool Receipt
2000248Delivery Pool Receipt
Clearing Account(IN503265)
A Study of Customer Satisfaction towards Depository Participants
MARKET TRANSFERS: Any trade, which is cleared & settled by the clearing
house/ Clearing Corporation of the stock exchange, is considered as a market trade in
the depository. Consequently, the transfers routed through the clearing account.
Typically, a market trade has the following legs of transactions.
a. Receiving securities for pay-in from clients (client to clearing
members)
b. Delivering securities to the clearing house/clearing corporation for
pay-in. (clearing house/clearing corporation)
c. Receiving pay-out from the clearing house/clearing corporation.
(Clearing House/clearing Corporation to clearing member)
d. Distribution of pay-out to clients. (Clearing member to client)
A diagrammatic illustration of the settlement of a market trade in a
depository is depicted below:
D C
A B
BABASAB PATIL34
DP of Seller’s CM
DP of Buyer’s CM
DP of Seller
NSDL CH/CC
DP of buyer
A Study of Customer Satisfaction towards Depository Participants
Receiving securities for pay-in from clients (client to clearing member)
A selling client of a clearing member (broker) would transfer securities from
his beneficial owner account to the clearing account of the clearing member for
onwards delivery to the clearing house/clearing corporation. This transfer is effected
by his DP on the basis of a delivery instruction provided by the selling client. A
diagrammatic Illustration for securities received for pay-in from clients is depicted
below:
Indicates flow of securities
Indicates paper /electronic instruction given.
OFF MARKET TRANSFERS: Any trade, which is not cleared and settled
by the clearing house/clearing corporation of the stock exchange, is considered
as an off-market trade in the depository. Consequently, the transfer is not
BABASAB PATIL35
NSDL
DP1 DP2
Seller A
AAAller A
Clearing MemberSeller
CSeller
B
A Study of Customer Satisfaction towards Depository Participants
routed through the clearing account. Such transfers take place directly between
two beneficiary accounts. Both buyer and seller may open account either with
the same DP or with different DPs. The buyer and seller will trade amongst
themselves and later on will exchange money, i.e., settle funds amongst
themselves. The selling client would deliver securities from its beneficiary
account to the beneficiary account of the buying client. This transfer is effected
by the DP of the selling client on the basis of a delivery instruction provided by
the selling clients. A diagrammatic illustration of the settlement of an off-
market trade in depository is depicted below:
Indicates flow of securities
Indicates paper /electronic instruction given.
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Depository:
A Depository is a Company where the shares of an individual are held in the
electronic form, at the request of the shareholder. This eliminates the physical form of
holding. IDBI, UTI, SBI and NSE promoted the National Securities Depository
Limited (NSDL). The Central Securities Depository Limited (CDSL) was promoted
by BSE.
Your money may be held in the form of liquid cash at your home or may
be deposited in a bank. The bank holds your funds in the electronic form and
subsequently debits or credits the account. Depending on your issuance of
cheques or deposit of cheques. The advantages of safety and convenience of
dealing with a Bank overweigh the reasons for holding liquid cash in your
home. Your financial assets such as Equity Shares may be compared to the
above example. You may hold physical share certificates in your home and be
exposed to the various risks of lack of safety, mutilation, loss etc. Alternatively,
you may deposit your shares in an organization called a Depository, which
holds your shares in the electronic form. You can dematerialize shares of only
those companies that have signed agreement to dematerialize their shares with
the depository. You cannot dematerialize shares if they are not in your name,
i.e. shares held in street name (market deliveries) cannot be dematerialized.
However, when you send shares to the registrar to be transferred to your name
you can request that you want those shares in dematerialized form.
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Karvy Consultants Ltd. has four DPMs as on date. They are:
1.Hyderabad-IN300394
2.Lucknow - IN301557
3.Bangalore- IN301926
4. Mumbai - IN302470
In India depositories are required to be registered with SEBI and are
governed by the provision of the Depositories Act, 1996 and regulation and
bylaws framed for depositories by the SEBI.
The depositories work in a completely computerized environment with
electronic linkages with the point of origination for the transactions that may
cause the change in ownership of securities. A depository will be electrically
linked with the Register of the members maintained by the company/registrar,
clearing and settlement system in the stock exchanges, stock lending
organization (if in existence), custodians of securities, depository participants
and brokers.
Function of Depository
Dematerlisation: one of the primary functions of depository is to eliminate or
minimize the movement of the physical securities in the market. This is achieved
through dematerialisation of securities. Dematerlisation is the process of converting
securities held in physical form into holdings in book entry form.
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Account Transfer: The depository gives effect to all transfers resulting from
the settlement of trade and other transactions between various beneficial
owners by recording entries in the accounts of such beneficial owners.
Transfer and Registration: A transfer is the legal change of ownership of a
security in the records of the issuer. For effecting a transfer, certain legal steps
have to be taken like endorsement, execution of a transfer of security occurs
merely by passing book entries in the records of the depositories, on the
instructions of the beneficial owners.
Corporate Actions: A depository may handle corporate actions in two ways.
In the first case, it merely provides information to the issuer about the persons
entitled to receive corporate benefits. In the other case, depository itself takes
the responsibility of distribution of corporate benefits.
Pledge and hypothecation: Depositories allow the securities placed with
them to be used as collateral securities in physical form to the lender or its
custodian. These securities are verified for authenticity and often need to be
transferred in the name of lender. This has a time and money cost by way of
transfer fees or stamp duty. If the borrower wants to substitute the
Pledging/Hypothecating the securities makes the process very simple and
collateral accounting through book entries in the records of the depository.
Linkage with clearing system: whether it is a separating clearing
corporation attached to a stock exchange or a clearing house (department) of a
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stock exchange, the clearing system performs the function of ascertaining the
pay-in (sell) or pay-out (buy) of brokers who have traded on the stock
exchange. Actual delivery of securities to the clearing system from the selling
and delivery of securities from the clearing system to the buying broker is done
by the depository. To achieve this, depositories and the clearing system should
be electronically linked.
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Depository Participant:
Depository Participant (DP) is an organisation that acts as an Agent of the
Depository and interacts with the investor. A DP is responsible for maintaining your
securities account and operating it only under your written instructions. The
Depositories Acts mandates that investors can use Depository facilities only through
DP’s. The distribution channel and geographical spread of the DP’s offices allows
you to access the Depository at a low cost. DP can only access their own clients'
information. They cannot access the client information of any other DP. The
information of your holdings in the account is completely confidential& it is similar
to your account balance in a bank.
You can select your DP to open a demat account just like you select a bank
for opening a savings account. Some of the important factors for selection of a
DP can be:
1. Convenience - Proximity to your office/residence, business hours.
2. Comfort - Reputation of the DP, past association with the organisation,
whether the DP is in a position to give the specific service you may
need?
3. Cost - The service charges levied by DP and the service standards.
Individual accounts can be opened by Ordinary Resident, HUF, NRI
Repatriable and NRI Non-Repatriable. Body Corporate, Banks, Trusts, Financial
Institutions, Foreign Institutional Investors, and Overseas Commercial Banks etc can
open corporate Accounts. An account can be opened in the name of HUF in a similar
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way to individual account and mentioning the account category as HUF. However,
Kartha of HUF will sign the application, agreement and all transactions under the
account
An account cannot be opened in the name of the firm. It has to be opened in
the name of any of the Partner as an Individual account only.
Procedure for Dematerialisation
Dematerialisation Process:
1
2A 2 5
3
4
Steps:
1. Client/ investor submits the DRF (Demat Request Form) and Physical
certificates to DP. DP checks whether the securities are available for demat.
Client defaces the certificates by stamping ‘Surrender for Dematerlisation’.
DP punches two holes on the name of the company and draws two parallel
lines across the face of the certificate.
2. DP enters the demat request in his system to be sent to NSDL. DP dispatches
the physical certificates along with the DRF to the R & T Agent.
3. NSDL records the details of the electronic request in the system and forwards
the request to the R&T Agent.
BABASAB PATIL42
Investor
R & T Agent
DP
NSDL
A Study of Customer Satisfaction towards Depository Participants
4. R&T Agent, on receiving the physical documents and the electronic request,
verifies and checks them. Once the R&T Agent is satisfied, Dematerialisation
of the concerned securities is electronically confirmed to NSDL.
5. NSDL credits the dematerialized securities to the beneficiary account of the
investor and intimates the DP electronically. The DP issues a statement of
transaction to the client.
a. DPs provide Dematerlisation request forms (DRF) to their clients.
b. The client completes the DRF in all respect 7 submits to the DP along
with the security certificates to be dematerialized.
c. The DP checks the DRF for validity, completeness and correctness.
The following points should be checked particularly:
The security certificate sought to be dematerialized are attached
to DRF.
The attached security certificates are marked (defaced) with the
words ‘surrendered for dematerialisation’. This is a precautionary measure
to prevent misuse of share certificates by anyone.
The certificate are not mutilated or defaced in a manner
affecting any material information.
The name of client on DRF and the certificates is exactly the
same as in the client’s account in DPM. However, minor variations in the
name (like abbreviated name, initials in the place of first name, middle
name, minor name mistake in the name) may be permitted if it can be
reasonably established that both names are of the same person. The
permitted variations refer to initials not being spelt out fully or put prior to
after the surname. In such cases, if the signature on the DRF matches the
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specimen signature available with the DP, the securities can be considered
for demat.
Details like security type, face value, paid-up value, pari passu
status, certificate numbers, distinctive numbers, number of certificates,
total quantity of securities and lock-in statues are filled-in correctly.
d. If the DRF & the accompanying security certificates are found in
order, the DP should accept the DRF and certificates.
e. If DRF and the accompanying security certificates are not found in
order, the DP should return the DRF and certificates.
f. The DP should enter the dematerialisation request in the DPM. DPM
generates a request number (DRN), which should be mentioned on DRF.
g. An authorized person, other than one who entered the DRF details in
the DPM, should verify the details of DRN and release a request to NSDL.
h. Once the DP has received the certificates defaced by investor, the DP
punches two holes on the name of the issuer or its R&T Agent for
dematerialisation. DRF and enclosures have to be sent at the “address to which
physical certificate to be sent” communicated by NSDL. The forwarding letter
should refer to the allotted DRN and should refer to the allotted DRN and
should Be sent within seven days of accepting it from the client.
i. The issuer or its R&T Agent verify the DRF & the accompanying
certificate for validity, completeness and correctness. They also match the
details with the intimation received from NSDL against the same DRN.
j. In case DRF is not found in order, the issuer or its R&T Agent send an
objection memo to the DP, with or without DRF & security certificates
depending upon the reason for rejection.
k. DRFs & Certificate are sent back on the following grounds:
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DRN does not match with message from DM
Quantity of actual securities is less than DRF
Quantity of actual securities is more than DRF
l. DRF & certificate are not sent back:
If the certificate is fake
If the certificate has been reported to be stolen
If the duplicates of the original certificates sent for demat have already been
issued
If the endorsements are forged
If the securities are not in the name of the account holder as per DRF
If the details of the certificates do not pertain to the R&T Agent
If the signatures differ
If there is any court order on the securities
If the certificate are received after 15 days of the electronic request.
m. The DP informs the client accordingly & requests removal of reasons
for objection. The DP removes these or provides additional information to the
issuer or its R & T Agent within 15days of receiving the objection memo.
n. The DP, if the client so requires, may generate a new dematerialisation
request & send the securities again to the issuer or R &T Agent.
Precaution to be taken while processing DRF
Ensure account to have the same sequence of names of holders and name
structure as printed on the physical certificate.
Ensure ISIN is activated
Separate DRF for:
Partly & fully paid-up shares
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Locked & free holding
Holdings locked in for different reasons
Locked in holdings having different release date
Different ISINs of the company
ISIN to be entered by DP.
All joint holders to sign DRF.
Check DRF form with details on certificate.
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DEMAT PROCESS
The demat process requires defacing of securities which will make the
security certificate undeliverable unless the demat formalities are completed.
Therefore, the client should be assisted in ascertaining whether the securities in
question are available for demineralisation. Clients should be helped in filling
up the demat request properly. Demat rejection causes great inconvenience to
the client. DP should attend to this area with care and caution. One of the
important reasons for demat rejection is signature mismatch. Taking the
following precaution can reduce this:
If the client is aware that the signature with the company& signature of
the client should be advised to the register the new signature.
If the signature is slightly different, client should be advised to sign as
per the signature that was recorded by the company and as recorded with
the DP.
Ensure dispatch of DRFs and certificate to R &T Agents within seven
days.
Client may be encouraged to use the Transfer-cum-demat facility if it is
offered by the company. They should be made aware of the procedures
of the scheme.
In case of joint holdings, the clients should be informed about the
availability of Transposition cum Demat facility.
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CLOSURE OF ACCOUNT:
Closure on Client’s Request- A DP can close a depository account on receipt
of an application in the prescribed format. The application should be made by the
account. In case joint-holders. An account can be closed sought to be closed, the
following steps are necessary.
a. Re-materialization of all securities standing to the
credit of the same account making the application for closure; or
b. Transferring the balance to the credit of another
account opened by the same account holder(s) either with the same
participant or with a different participant.
Before closing the account the DP should ensure that all pending transactions
have been settled. The request for closure should be processed only after ensuring that
there is no balance lying in the account.
Consolidations of accounts- Some clients have opened multiple accounts to
dematerialize their shares held in multiple combination and sequence of names.
However, they may not need so many accounts after they have dematerialized
their shares and may want to bring all their share holdings into one or fewer
accounts. This can be achieved by using normal off Market transfer instruction.
Closure by DP – the DP may also initiate closure of a client’s account if the
client has defaulted in performing should give sufficient notice to the client
before initiating closure of his account. The notice should clearly state the
reasons for closure of his account. The notice should clearly state the reasons
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for closure of account. The process of closing account in such a case is the
same that of client-initiated closure.
Closure/ Shifting of Clearing Account –A clearing member may transfer
its clearing account from one DP to another DP. For this, simultaneously
applications have to be made for closure of account to the earlier DP and for
opening of new clearing member account to the new DP. On receipt of the
application, the new DP forwards the application to the depository for approval
and allotment of a new CM-BP-ID is allotted, the new DP opens a new
Clearing account and intimates the depository about the new client- ID. On
receipt of intimation from the intimates the clearing member. All pay-out of
securities, subsequent to the closure of old clearing account, take place in the
new account. Pg-17-3
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TRADING & SETTLEMENT:
This is the an area where the DP must the DP must take immense care
while accepting and processing request listed below should from the account of
his client to another account. The aspects listed below should be kept in mind.
Ensure that the delivery instruction book given to each client has pre-
printed serial number and client-ID.
Inform clients about the pay-in deadline of the stock exchange and the
deadline of the DP.
Each DIS received should be inwarded correctly with the date and time
stamp.
Late stamp must be affixed on the instructions received after the expiry
of the deadline set by the DP.
Ensure the correctness of execution date on the DIS.
Ensure signature on DIS matches with the records of the DP.
Ensure that the signatures of all holders are obtain in case of joint
accounts.
If the client has not issued “standing instructions”, he should be made
aware that a receipt in instruction will be required to the credits into the
account on purchase of shares.
Client should be made aware of the accounting freezing facility.
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SETTLEMENT
The settlement of trades in the stock exchanges is undertaken by the clearing
corporation (CC)/ clearing house (CH) of the corresponding stock exchanges. While
the settlement of dematerialized securities is effected through depository, the funds
settlement is effected through the clearing banks. The clearing members directly with
the CC/ CH settle the physical securities.
Exclusive demat segment follows rolling settlement (T+5) cycle and the
unified (erstwhile - physical) segment follows account period settlement cycle. In case
of rolling settlement cycle, the account period is reduced to one day.
In case of settlement of trades done in exclusive demat segments, the pay-in
and pay out of funds and securities are effected on the same day afternoon and
evening (same day) thus reducing the blockage of funds and limiting exposure
to the clearing corporation.
Settlement of funds is effected through the clearing banks and depository
plays no role in this.
Settlement of securities is effected through NSDL depository system.
Clearing and settlement of the regular market trades is effected through the
clearing members of the clearing houses of respective stock exchanges. All
trading members of stock exchanges are clearing members of clearing houses.
In addition, for settlement of institutional trades, custodians are also allowed
to act as clearing members.
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Clearing members of clearing house, dealing in dematerialized securities are
expected to open a clearing account with any DP for the purpose of settling
trades in dematerialized securities. As, in the mixed (unified) segment, there is
a possibility for all clearing members to receive dematerialized securities, they
are expected to open clearing accounts.
If there is any short delivery at the time of pay-in of securities, these
short positions are auctioned in the Demat segment as done in the Unified
(erstwhile-physical) segment.
Selling and Buying Of Shares:
Selling dematerialized shares in stock exchanges is similar to the
procedure for selling physical shares. Instead of delivering physical shares to
the broker, you instruct your DP to debit your account with the number of
shares sold by you and credit your broker's clearing account.
For this, a delivery instruction has to be given to your DP in a standardized
format, which will be available with your DP.
In short, for selling demat shares;
You can sell shares in any of the stock exchanges linked to a depository
through a broker of your choice.
Give an instruction to your DP to debit your account and credit your
broker's clearing member pool account. (this is a depository account
used exclusively for settling transactions by a broker)
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On the pay-in day, your broker gives instruction to his DP for delivery
of the shares to clearing corporation of the relevant stock exchange.
The broker receives payment from the clearing corporation
You receive payment from your broker for the sale in the same manner
you would receive payment for a sale in the physical mode.
Buying Demat Shares:
The procedure for buying dematerialized shares in stock exchanges is similar
to the procedure for buying physical shares. When you want to purchase shares in
electronic form, you have to instruct your broker to purchase the dematerialized
shares from the stock exchanges linked to a depository.
Once the order is executed, you have to instruct your DP (vide a simple format
which is available with the DP) to receive securities from your broker's clearing
account.
Alternatively, you may give a standing instruction to receive credits into your
account and do away with giving a separate receipt instruction each time you expect a
credit. You have to ensure that your broker too gives a matching instruction to his DP
to transfer the shares purchased on your behalf into your depository account.
You should also ensure that your broker transfers the shares purchased from
his clearing account to your depository account, before the book closure. This is really
important because shares that remain in the clearing account of the broker on the book
closure/ record date will not be eligible for corporate benefits.
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In brief, the transactions relating to purchase of shares are:
You can purchase shares in any of the stock exchanges connected to a
depository through a broker of your choice and make a payment to your
broker;
Your broker receives credit in his clearing account with his DP on the
pay-out day;
Broker gives instructions to his DP to debit his clearing account and
credit your account;
You instruct your DP for receiving credit into your depository account
either through a specific receipt instruction or using the "standing
instruction" facility.
In case you are not using the "standing instruction" facility then, your
depository account is credited only if the instructions given by you and
your broker match.
Other Services
Besides demat and trading Depositories also offer other services, these are:
o Pledging/ hypothecation of dematerialized securities.
o Electronic credit in public offerings of companies.
o Receipt of non-cash corporate benefits such as bonus, rights in electronic
form.
o Stock lending and borrowing.
o Transmission of securities.
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Pledging: Dematerialized shares could be pledged; in fact, this is more
advantageous as compared to pledging share certificates.
To pledge your Demat shares
Both you (pledgor) as well as the lender (pledgee) must have depository
accounts.
You must initiate the pledge by submitting the details of the securities to
be pledged in a standard format (available with DPs).
The pledgee should confirm the request through his DP.
Once this is done, your securities are pledged
All commercial documentation between the pledgor and the pledgee are
handled outside the depository system.
After you have repaid your loan, you can request for a closure of pledge by
instructing your DP through a standard format. The pledgee on receiving the
repayment as well as the request for closure of pledge will instruct his DP
accordingly.
Even the locked-in securities can be pledged, however they cannot be invoked
before the lock-in release date.
Even after the securities are pledged, the pledgor continues to remain the
beneficiary holder of those securities and will receive benefits of a corporate action, if
any.
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Initial Public Offerings: Credits for public offers can be directly received into
demat account. In the public issue application form of depository eligible companies,
there will be a provision to indicate the manner in which securities should be allotted
to the applicant. All you have to do is to mention your client account number and the
name and identification number of your DP.
Any allotment due to you will be credited into your account.
If the applicant is allotted securities in dematerialized form, but the details
regarding the beneficiary account are incomplete/ wrong, the person will get physical
delivery of allotted securities.
If securities were allotted in the dematerialized form, these would be credited
to applicant’s account any day between allotment date and listing date, at the
discretion of the company.
The issuer company/ their R&T agent will forward the applicant the allotment
advice giving the number of shares allotted in dematerialized form. Through this you
can come to know that you have been allotted shares.
An amendment to the company law requiring all future public issues above
Rs100mn to compulsorily offer securities in dematerialized form is awaiting
legislative approval. After this all the issues above Rs100mn will require investors to
trade only in demat way.
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Partly paid up and fully paid up shares in the depository, will be given
separate ISINs (International Securities Identification Number). These are also traded
separately at the stock exchanges.
The company issues call notices to the beneficial holders of securities in the
electronic form. The details of such beneficial holders will be provided to the issuer/
their R&T agent by NSDL. After the call money realization, issuer/ their R&T agent
will electronically convert the partly paid up shares to fully paid up shares.
Receipt Of Cash/ Non-Cash Benefits: When any corporate event such as
rights or bonus or dividend is announced for a particular security, depository will give
the details of all the clients having electronic holdings in that security as of the record
date to the registrar. The registrar will then calculate the corporate benefits due to all
the shareholders. The disbursement of cash benefits such as dividend/ interest will be
done directly by the registrar. In case of non-cash benefits, depository will directly
credit the securities entitlements in the depository accounts of all those clients who
have opted for electronic allotment based on the information provided by the registrar.
The bonus/ rights issue against holding in dematerialized form can be either in
the physical/ dematerialized form as per the choice of the investor. If no choice is
given, by default, the securities will be issued in the physical form.
Even if an investor has holdings in physical form, he can receive the bonus/
rights issue against this in the dematerialized form.
In case of fractional part, as in the physical segment, it would be paid in cash
and the remaining whole part would be credited to the investors account.
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The statement of holding and transaction statement is sent by the investors DP,
it will show the bonus/ rights credit into investor’s account. This report is sent to the
investor every fifteen days. In addition, an allotment advise will be send by the issuer/
their R&T agent for bonus/ rights entitlement.
Stock Lending and borrowing: Through the depository account securities in
the demat form can be easily lent/ borrowed. Securities can be lent or borrowed in
electronic form through an approved intermediary, who has opened a special
'intermediary' account with a DP.
To Lend Securities: You have to instruct your DP through a standard format
(which is available with your DP) to deposit your securities with the intermediary.
If the intermediary accepts your deposit of securities, the securities will be
moved from your account into the intermediary's account. If you wish to recall the
securities lent by you, you can make a request vide a standard format available with
your DP.
To Borrow Securities: You have to instruct your DP through a standard format
(which is available with your DP) to borrow securities from the intermediary.
If the intermediary accepts your request, the securities will be moved from the
intermediary's account to your account. If you wish to return the securities borrowed
by you, you can make a request vide a standard format available with your DP.
Transmission Of Securities: Transmission of securities due to death, lunacy,
bankruptcy, and insolvency or by any other lawful means other than transfer is also
possible in the depository system. In the case of transmission, the claimant will have
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to fill in a transmission request form, (which is available with the DP) supported by
valid documents. The DP, after ensuring that the application is genuine, will transfer
securities to the account of the claimant. For this, the claimant must have a depository
account. The major advantage in transmission of dematerialized holdings is that the
transmission formalities for all securities held with a DP can be completed in one go,
unlike in the case of share certificates, where the claimant will have to interact with
each issuing company or its R&T Agent.
In case where the deceased was one of the joint holders in the Client account,
the surviving client(s) shall be the person(s) recognized by depository as having title
to the securities held in that joint Client account. In case where the deceased was a
sole holder of the Client account, his legal heir(s) or the legal representative(s) will be
the person(s) recognized by depository as having title to the securities held in that sole
Client account.
Security: National Security and Depository Limited claims to have undertaken
sufficient security measures. These measures are:
A DP can be operational only after registration by Sebi, which is based
on the recommendation from NSDL and Sebi’s own independent
evaluation. Sebi has prescribed criteria for becoming a DP in the
regulations.
DPs are allowed to effect any debit and credit to an account only on the
basis of valid instruction from the client.
Every day, there is a system driven mandatory reconciliation between
the DP and NSDL.
BABASAB PATIL59
A Study of Customer Satisfaction towards Depository Participants
There are periodic inspections into the activities of both DP and R&T
agent by NSDL. This also includes records based on which the debit/
credit are effected.
The data interchange between NSDL and its business partners is
protected by standard protection measures such as encryption. This is a
SEBI requirement.
There are no direct communication links between two business partners
and all communications between two business partners are routed
through NSDL
All investors have a right to receive their statement of accounts
periodically from the DP.
Every month NSDL forwards statement of accounts to a random sample
of investors as a counter check.
In the depository, the depository holds the investor holdings on trust.
Therefore, if the DP goes bankrupt the creditors of the DP will have no
access to the holdings in the name of the clients of the DP. These
investors can then either dematerialize their holdings or transfer them to
a different account held with another DP.
Investor grievance: All grievances of the investors are to be resolved by
the concerned DP. If they fail to do so the investor has the right to
approach NSDL.
BABASAB PATIL60
A Study of Customer Satisfaction towards Depository Participants
Insurance Cover: NSDL has taken a comprehensive insurance policy to
protect the interest of the investors in cases of failure of the DP to
resolve a genuine loss. The details of the policy is as under:
Upper limit per claim: Rs200mn.
Number of claims allowed: unlimited
Minimum value of the claim: Rs150, 000
To cover claims valued less than Rs150, 000 NSDL has an investor
protection fund in place.
Besides all these safety measures efforts have been done to make this electronic
system foolproof.
DEMAT SHARES: ARE THEY 100% SAFE
When you buy physical shares from the stock market, you could never be
certain of the validity of the title of shares. There were many reasons- the sellers'
signature did not match, or the certificates were fake, forged or stolen, and so on.
Demat shares are supposed to obviate these problems. Buying shares in the
demat form always guarantees you a good title as soon as the settlement is over. The
biggest attraction of trading in demat shares is that the shares you buy come with a
clean title and immediately after the settlement on the relevant stock exchange.
Rule 100 of market regulator SEBI determines whether the shares delivered in
a settlement, are good or not. Under rule 100, the shares that have been transferred the
company can still withdraw any number of times, if a transfer is found to be invalid
for any reason.
BABASAB PATIL61
A Study of Customer Satisfaction towards Depository Participants
Suppose a sells physical shares to B and B gets them dematerialized. Later B
sells the shares in the stock exchange and C buys them. Meanwhile A discovers that
his share certificates were stolen and fraudulently sold by someone else. He gets a
court order restraining the company from further transferring the shares and attaching
them (currently in possession of C). This is known as 'stop transfer'. So C who has
bought dematerialized shares is now struck with the shares. He cannot sell these
shares since they would be frozen in his account
In demat shares, pre-demat problems about the validity of a share do not effect
the interest of the buyers after dematerialization. Shares go through a verification
process at the registrars' before they are dematerialized.
Therefore the responsibility lies with the registrar. The registrar must find a
remedy if the original transfer of shares, before their dematerialization comers under
doubt. But there is a catch. The company and its registrars are not responsible if the
reasons for original transfer being invalid were not available at the time of
dematerialization. Matters have to be dealt with on a case-to-case basis. Which means
that even demat buyer may find that his shares have been frozen in his demat account.
This kind of case has to be contested in court by the parties involved.
This issue is not directly addressed in The Depositories Act, 1996. Sebi’s
regulations on depositories and depository participants also do not mention the issue.
Matters get more complex if an investor has traded further in shares of the
same company in his demat account. Demat shares are fungible and don’t have
BABASAB PATIL62
A Study of Customer Satisfaction towards Depository Participants
distinctive numbers. It is not easy to track the sale or trade of shares after they are
dematerialized.
In a rare event of your DP going bankrupt or closing the operations, the
interests of the investors will be fully protected. In such a situation, the investors will
be given an option of either transferring the securities to a new DP or they may
rematerialise the securities
BABASAB PATIL63
A Study of Customer Satisfaction towards Depository Participants
ANALYSIS OF CUSTOMER SATISFACTION
Sample size selected: 100
Total Number of customer available for survey: 100
The sample size selected for the survey was 100.(Hundred) customers of
KARVY CONSLUTANT STOCK BROKING were available for survey. So opinion
was taken to know the customer satisfactions towards demat account.
BABASAB PATIL64
A Study of Customer Satisfaction towards Depository Participants
1.Respondent came to know the about “KARVY FINANCIAL CONSULTANT “
Total no. Of sample taken: 100
1 2 3 4 5
FriendsNews Papers/
Business Magazines Online Agent/Financial Others47 18 10 14 11
Source: Survey Data The above table and chart shows the respondents know
KARVY FINANCIAL CONSULTANT :-
47.00% of respondent know KARVY FINANCIAL CONSULTANT
through their Friends.
18% of of respondent know KARVY FINANCIAL CONSULTANT
through News Papers & Magazine.
14% of respondent know KARVY FINANCIAL CONSULTANT
through Agents & Financial Institutions.
11% of respondent know KARVY FINANCIAL CONSULTANT
through Others.
BABASAB PATIL65
A Study of Customer Satisfaction towards Depository Participants
2.They are interested to visit “KARVY FINANCIAL CONSULTANT “
Source: Survey Data
The above table and chart shows that 94% of respondents are interested
to visit KARVY FINANCIAL CONSULTANT & only 6% of Respondent are
not interested to visit the same .
BABASAB PATIL
Yes No
94 6
66
A Study of Customer Satisfaction towards Depository Participants
Agree Just agree No Opinion Just Disagree Disagree
47 45 8 0 0 3. They Respondents are interested to visit “KARVY FINANCIAL CONSULTANT
“ because of visual pleasure, hospitality & Excellent Guideline etc
Source: Survey Data
The above table and chart shows that 47% of Respondents are interested
to visit “KARVY FINANCIAL CONSULTANT “ , 45% of Respondent just
agree & 8% of Respondent are not interest to give there opinion .
BABASAB PATIL67
A Study of Customer Satisfaction towards Depository Participants
4. They Respondents are definitely use service “KARVY FINANCIAL CONSULTANT
“Because attitude of employee.
Agree Just agree No Opinion Just Disagree Disagree69 24 7 0 0
Source: Survey Data
The above table and chart shows that 69% of Respondents are interested to
visit “KARVY FINANCIAL CONSULTANT “Because of there attitude, and,
24% of Respondent just agree only 7% of Respondent are constant.
BABASAB PATIL68
A Study of Customer Satisfaction towards Depository Participants
5. They Respondents are definitely using service of “KARVY FINACIAL CONSULTANT
because what they benefit gets from them.
Agree Just agree No Opinion Just Disagree Disagree
50 41 8 1 0
Source: Survey Data
The above table and chart shows that 50% of Respondents are interested
to visit “KARVY FINANCIAL CONSULTANT because they get that much of
benefits from them , and, 41% of Respondent just agree only 8% of
Respondent constant..1% of Respondent just disagrees.
BABASAB PATIL69
A Study of Customer Satisfaction towards Depository Participants
6 They Respondents are interested “KARVY FINANCIAL
CONSULTANT “
because they introduce new scheme and we get benefit .
Source: Survey Data
The above table and chart shows that 86% of respondents are interested to use
service of “KARVY FINANCIAL CONSULTANT” because they introduce new
scheme and we get benefit & only 14% of Respondent are not interested to visit the
same.
BABASAB PATIL
Yes No
86 14
70
A Study of Customer Satisfaction towards Depository Participants
7 They Respondents use “KARVY FINANCIAL CONSULTANT
“because Karvy People know customer value and money value.
Agree Just agree No Opinion Just Disagree Disagree
54 39 6 1 0
Source: Survey Data
The above table and chart shows that 54% of respondents are satisfied
with the service of “KARVY FINANCIAL CONSULTANT” because the
Karvy People know customer value and money value. 39% Respondents just
agree .6% of parole say no opinion and only 1% of Respondent say just
disagree.
BABASAB PATIL71
A Study of Customer Satisfaction towards Depository Participants
8. They Respondents specify “KARVY FINANCIAL CONSULTANT “better then other Dp.
Agree Just agree No Opinion Just Disagree Disagree
41 37 20 1 1
Source: Survey Data
The above chart shows that 41% of respondents are interested in “KARVY
FINANCIAL CONSULTANT” because of their best service which is better then
other DP services. 41% of Respondents agree.31% of Respondents just agreed. 20 %
of Respondent has not given their opinion. Only 1% of Respondent disagrees.
BABASAB PATIL72
A Study of Customer Satisfaction towards Depository Participants
9. Demat
Extremely satisfied
Satisfied Neither satisfied/ norunsatisfied
Unsatisfied Extremely unsatisfied
38 46 16 0 0
Source: Survey Data
The above table and chart shows demat services offered by KARVY
FINANCIAL CONSULTANTS are satisfied. 38% of the Respondents are
extremely satisfied, 46% just Satisfied, 16%of of Respondents neither satisfied / Unsatisfied..
BABASAB PATIL73
A Study of Customer Satisfaction towards Depository Participants
b. Settlement (Selling/ Buying)
Extremely Satisfied Satisfied
Neither satisfied/nor Unsatisfied Unsatisfied
Extremely unsatisfied
25 49 26 0 0
Source: Survey Data
The above table and chart shows that 25% of the respondents are
extremely satisfied by the service of Karvy, 49% of respondents are satisfied
and 26% of the respondents are having neutral opinion about the service
provided by the Institution.
BABASAB PATIL74
A Study of Customer Satisfaction towards Depository Participants
c. Freezing/Defreezing
ExtremelySatisfied Satisfied
Neither satisfied/norUnsatisfied Unsatisfied
Extremely unsatisfied
6 49 45 0 0
Source: Survey Data
The above table and chart shows the services of freezing/ defreezing
49% of the respondent are aware and satisfied with these services. And 45% of
respondent are having neutral opinion about freezing/ defreezing, 6% of
respondent are dissatisfied with this service because they are don’t have
understood the core concept.
BABASAB PATIL75
A Study of Customer Satisfaction towards Depository Participants
d. Loan against Shares
Extremely satisfied
Satisfied Neither satisfied/nor unsatisfied
Unsatisfied Extremely unsatisfied
22 33 45 0 0
Source: Survey Data
The above table and chart shows most of the respondent are having
neutral opinion i.e., 45% and 33% have satisfied this service. 22% of
respondent are extremely satisfied.
BABASAB PATIL76
A Study of Customer Satisfaction towards Depository Participants
e. Share Trading
ExtremelySatisfied Satisfied
Neither satisfied/norUnsatisfied Unsatisfied
Extremelyunsatisfied
49 47 4 0 0
Source: Survey Data
The above table and chart shows the service of share trading, 49% of the
respondent have Extremely Satisfied with this service, and 47% of respondent
are satisfied; In all we can say that 96% respondent have satisfied with the
services of Share trading.
BABASAB PATIL77
A Study of Customer Satisfaction towards Depository Participants
F. Periodic statements
ExtremelySatisfied Satisfied
Neither satisfied/ unsatisfied Unsatisfied
Extremely unsatisfied
48 44 8 0 0
Source: Survey Data
The above table and chart shows the services given by Karvy about
Periodic statements 48% of the respondent are extremely satisfied & 44% of the
respondent is satisfied .In all 92%(appr) of respondent have satisfied with this
service.
BABASAB PATIL78
A Study of Customer Satisfaction towards Depository Participants
g. Telephone Quires
Extremelysatisfied Satisfied
Neither satisfied/norunsatisfied Unsatisfied
Extremely unsatisfied
40 48 12 0 0
Source: Survey Data
The above table and chart shows the 48% of the respondent are satisfied
with the Telephonic service; 40% of the respondent are mostly satisfied & in all 88%
of the Respondent satisfied; 12% having neutral opinion.
BABASAB PATIL79
A Study of Customer Satisfaction towards Depository Participants
h. Co-operation by Staff
Extremely satisfied
Satisfied Neither satisfied/nor unsatisfied
unsatisfied Extremely unsatisfied
60 35 5 0 0
Source: Survey Data
The above table and chart shows overall 60% of the respondent are extremely
satisfied with the co-operation by staff; 35% of the respondents are satisfied & 5% of the
respondents are having neutral opinion.
BABASAB PATIL80
A Study of Customer Satisfaction towards Depository Participants
I. Bills acceptance.
Extremelysatisfied
SatisfiedNeither
satisfied/nor unsatisfied
unsatisfiedExtremely unsatisfied
50 32 16 1 1
Source: Survey Data
The above table and chart shows overall 50% of the respondent are
extremely satisfied; 32% of the respondents are satisfied &16% of the respondents are
having neutral opinion.
BABASAB PATIL81
A Study of Customer Satisfaction towards Depository Participants
10. Dissatisfied with services/ scheme
AFrequently reminders are given to karvy consultant ltd., for update the information 4 4%
B Irregular receipt of Holding/Transaction statement 1 1%
CImproper attention given to the enquires
5 5%
D Improper format of Holding/Transaction statement 1 1%
EBilling problems
1 1%
F Inadequate information 2 2%
a b c d e f
4 1 5 1 1 2
Source: Survey Data
The above table and chart shows that 5% of the respondents are
unsatisfied with Improper attention given to the enquires . & 4% of the
respondent are unsatisfied with frequently reminders are given to karvy
consultant ltd., for update the information given by DP .So proper
communication with the Respondent & update information is required.
BABASAB PATIL82
A Study of Customer Satisfaction towards Depository Participants
11. Tariff Structure
Source: Survey Data
The above table and chart shows that 62% of the respondents think the
tariff structure of the KARVY CONSULTANT is very reasonable.25% of the
respondent thinks the tariff structure is high. 13% of the respondent feels the
tariff structure is very high.
BABASAB PATIL
Very high High Reasonable Low Very low
13 25 62 0 0
83
A Study of Customer Satisfaction towards Depository Participants
12. Rate of Satisfaction for DP services
0% 20% 40% 60% 80% 100%0 0 11 31 53 5
Source: Survey Data
The above table and chart shows that 53% of the respondent have
satisfied 80% of service given by DP; 31% of the respondent have satisfied 60% of
service and 11% of the respondent have satisfied 40% of the service. Only 5% of
respondent have satisfied 100 of the service.
BABASAB PATIL84
A Study of Customer Satisfaction towards Depository Participants
13. Preference of own DP over other DP
Quality service Rate ChargedNothing in particular Safety Reach
35 14 10 40 1
Source: Survey Data
The above table and chart shows that 40% of the respondents preferred this
DP because of Safety & 35% of the respondents preferred this DP because of the
quality service. In all 75% prefer KARVY CONSULTANT because of safety&
quality.
BABASAB PATIL85
A Study of Customer Satisfaction towards Depository Participants
Recommendation
Customer service should be improved and more co-operation also provide.
Time taken for transfer of script from trading account into demat account
should be reduced.
Statement copy should made more clear and figure should be mention in
respective column.
More space provide in trading place.
The commission charged should be reduced.
The office should be situated near bus stand or subhas road.
BABASAB PATIL86
A Study of Customer Satisfaction towards Depository Participants
CONCLUSION
Since it is service based industry, the customer plays vital role, so in
order to satisfy the customer appoint more no of well qualified agents who can
communicate respondents to improve the services, hence give more
advertisement in News paper, local TV channel, to over come the over
crowding and non availability of telephone links proper measure should be
taken.
BABASAB PATIL87
A Study of Customer Satisfaction towards Depository Participants
QUESTIONNAIRE
Dear Sir/ Madam
NAME : ____________________________
ADDRESS : ____________________________
__________________________
OCCUPATION: __________________________ Phone No: __________
1. I came to know about KARVY FINANCIAL CONSULTANTS from1 2 3 4 5
Friends News Papers
/Business Magazine
Online Agent/Financial Agency
Others
2. I am interested in visiting KARVY FINANCIAL CONSULTANTS
because they provide quick and timely service.
1) Yes 2) No
3. I have been using service of KARVY FINANCIAL CONSULTANTS because of the low cost, visual pleasure, Hospitality, Communication, and new concept of financial consultancy
1 2 3 4 5Agree Just Agree No opinion Just disagree Disagree
4. In future I will be definitely using the service of KARVY FINANCIAL
CONSULTANTS because of the attitude of the employees towards customers.
1 2 3 4 5Agree Just Agree No opinion Just disagree Disagree
BABASAB PATIL88
A Study of Customer Satisfaction towards Depository Participants
5. I will definitely use service of KARVY FINANCIAL CONSULTANTS
because of the benefit I get from KARVY FINANCIAL CONSULTANTS
1 2 3 4 5Agree Just Agree No opinion Just disagree Disagree
6. I am interested in KARVY FINANCIAL CONSULTANTS because of
the new scheme introduced frequently and benefit from such scheme
1) Yes 2) No
7. I use KARVY FINANCIAL CONSULTANTS because they know
customer
value as well as money value of customers
1 2 3 4 5Agree Just Agree No opinion Just disagree Disagree
8. KARVY FINANCIAL CONSULTANTS service of dp are better then
other dp services.
1 2 3 4 5Agree Just Agree No opinion Just disagree Disagree
BABASAB PATIL89
A Study of Customer Satisfaction towards Depository Participants
9. Express your satisfaction level about the following scheme/service please tick.
Schemes/servicesExtremely Satisfied
Satisfied Neither satisfied/norunsatisfied
unsatisfied
Extremely Unsatisfied
a. Dematb. Settlement(Selling/purchasing)c. Freezing/ defreezing Of an accountd. Loan against sharese. Share tradingf Periodic statementsg. Telephone queriesh. Co-operation by staffi. Bills Acceptance
10. If you have faced any when dealing through your DP or you are unsatisfied with the above mentioned services/schemes.
Frequently reminders are given to KARVY FININCIAL CONSULTANTS., for update the information
Irregular receipt of Holding/Transaction statement
Improper attention given to the enquires
Improper format of Holding/Transaction statement
Billing problems
Inadequate information
Other specify___________________
11. Please tick the following:
TariffStructure
1 2 3 4 5
Very High
High Reasonable Low Very Low
BABASAB PATIL90
A Study of Customer Satisfaction towards Depository Participants
12. How do you rate the services of your DP
0% 20% 40% 60% 80% 100%
13. How do you justify your preference for your KARVY FINANCIAL
CONSULTANTS DP over other DP’s?
1 2 3 4 5
QualityService
RatesCharged
Nothing in particular
Safety Reach
14. A) Your age (Yrs)
<25 26-35 36-45 46-60 > 60
B) Income (Pa) <60000 60000-1.2 L 1. 2 L– 2.4 L
2.4 L– 3.6L 3.6 L – 6.0.L 6.0 L –12.0 L
C) Education
Up to Xth Graduate Post Graduate. PhD. Others.
D) Yearly of investment.1L-5 L 5L-10L >10L
15. Suggestion ______________________________________________
______________________________________________
Thank you for your co-operation
BABASAB PATIL91
A Study of Customer Satisfaction towards Depository Participants
CODE SHEET OF CUSTOMER RESPONSE
Q. 9. Extremely Satisfied: 1; Satisfied: 2;Neither Satisfied/Nor Dissatisfied: 3;
Unssatisfied:4; Extremely Dissatisfied: 5
Q11. Very High: 1;High: 2;Reasonable: 3;Low: 4;Very Low:
Q12. 0%: 1; 20%: 2; 40%: 3; 60%: 4;80%: 5;100%:
Q813. Quality Service: 1;Rates charged: 2;Nothing in particular: 3; Safety: 4;Reach: 5
DATA CODE - SHEETSl No
1 2 3 4 5 6 7 8 9a 9b 9c 9d 9e 9f 9g 9h 9i 10a 10b 10c 10d 10e 10f 11 12 13a 13b 13c 13d 13e
1 1 1 1 1 1 1 1 2 2 2 3 3 1 2 1 1 2 2 3 5 3
2 1 1 1 1 1 2 2 2 1 2 2 2 2 2 2 1 2 3 4 1
3 1 1 1 1 1 1 2 1 2 2 2 2 2 2 3 2 3 3 2 4 4
4 1 1 2 2 2 2 2 2 2 2 3 3 2 2 2 2 2 2 3 3
5 1 1 1 1 1 1 1 1 1 2 2 3 1 1 1 2 2 3 5 1
6 1 1 2 1 1 1 2 1 1 1 2 1 1 2 1 1 2 2 5 4
7 1 1 1 1 1 1 1 1 2 2 2 2 1 1 1 1 1 3 5 1
8 4 1 1 1 1 1 1 1 2 1 3 3 1 1 1 1 1 3 6 4
9 1 1 1 2 2 1 2 3 2 2 3 3 2 1 1 1 1 3 5 1
10 1 1 2 3 1 2 3 2 2 3 2 3 2 3 2 2 2 3 4 2 4 3
11 1 1 1 1 1 1 1 1 1 1 2 2 1 1 1 1 1 3 5 2
12 2 1 2 1 2 1 3 2 2 2 2 2 2 2 2 2 2 3 5 1
13 2 1 2 2 2 1 2 2 2 1 1 3 1 1 1 3 1 1 3 4 3
14 1 1 1 1 1 1 1 1 1 1 2 2 1 1 1 1 1 1 5 1
15 1 1 1 1 1 1 1 1 1 2 2 2 2 2 2 1 2 3 5 4
16 1 1 1 1 1 1 1 1 2 2 2 2 1 1 1 1 2 3 4 1
17 2 1 1 1 1 1 1 3 1 2 3 3 2 2 1 1 1 3 5 1
18 1 1 2 1 2 1 1 2 2 1 2 1 1 1 1 1 1 3 5 4
19 1 1 1 1 1 1 2 2 1 1 2 2 1 1 1 2 1 3 5 1
20 1 1 1 1 1 1 1 1 1 1 2 2 1 1 1 1 1 3 5 1
21 1 1 2 2 3 1 2 1 1 2 2 2 1 1 2 1 1 2 5 4
22 4 1 2 1 1 1 2 3 1 2 3 3 1 2 1 1 3 2 5 4
23 1 1 1 1 1 1 2 1 1 1 2 3 1 1 1 1 1 3 5 4
24 1 1 1 1 1 1 2 3 1 1 3 3 2 1 1 2 1 3 5 4
25 1 1 1 1 1 1 1 1 3 2 2 3 1 1 2 1 2 3 5 1
26 4 2 3 2 3 2 2 2 3 2 3 3 2 2 2 2 2 2 4 3
27 1 1 1 1 1 1 2 1 1 1 2 3 2 1 2 1 1 3 4 1
28 1 1 2 2 3 1 1 1 2 2 2 3 2 2 1 1 1 3 5 1
BABASAB PATIL92
A Study of Customer Satisfaction towards Depository Participants
29 1 1 2 1 3 2 1 2 1 2 3 3 1 1 1 1 1 1 5 4
30 2 1 1 1 1 1 1 1 2 1 3 3 1 2 1 1 1 3 5 1
31 2 1 1 1 1 1 1 1 2 2 2 3 2 2 2 2 2 3 5 4
32 1 1 2 1 1 1 1 1 2 2 2 3 2 2 2 2 2 1 3 3 1
33 1 1 1 1 1 1 2 2 2 2 2 3 2 2 1 1 2 3 4 1
34 2 1 2 2 1 2 2 2 2 2 2 3 2 2 2 2 2 3 5 1
35 1 1 1 1 1 1 1 1 2 2 2 3 1 1 2 2 2 1 3 5 4
36 5 1 2 1 2 2 2 5 2 2 2 3 2 3 2 2 5 1 3 6 2 4 3
37 1 1 1 2 2 1 2 2 2 3 3 2 2 1 2 1 1 3 3 1
38 1 1 1 1 1 1 1 2 2 1 2 1 1 1 1 1 1 5 2 5 4
39 1 2 3 3 4 2 4 4 2 2 3 3 2 2 3 2 4 3 6 3 3 3
40 1 1 1 1 1 2 2 2 2 2 3 3 2 2 2 2 2 2 4 4
41 1 1 2 1 2 2 1 3 2 2 3 3 2 2 1 1 2 3 5 1
42 2 1 1 1 2 1 1 1 1 2 2 3 1 1 2 1 1 2 5 4
43 4 1 2 1 1 1 1 2 1 2 3 3 1 1 1 1 1 3 5 1
44 1 1 3 2 1 2 2 3 2 2 3 3 2 2 1 1 2 3 1 3 2
45 1 1 1 1 2 1 1 2 2 1 2 3 1 1 2 1 2 3 4 2
46 2 1 3 3 2 1 1 1 1 1 2 2 1 1 1 1 1 3 5 1
47 1 2 2 1 2 1 1 1 3 2 1 2 1 2 3 1 1 3 4 1
48 2 1 2 2 1 1 3 2 2 3 3 1 2 2 3 2 3 2 4 2
49 1 1 1 1 2 1 1 1 3 2 2 3 1 2 3 1 1 3 3 3
50 5 1 2 1 1 1 1 2 1 3 1 2 2 3 2 1 1 2 5 1
51 1 1 2 2 2 1 1 1 3 1 3 3 1 3 2 2 1 3 4 2
52 2 1 1 1 1 1 3 2 2 3 2 1 3 2 3 1 1 3 5 3
53 1 1 2 1 2 1 1 1 1 2 1 2 1 3 2 1 1 2 4 2
54 1 2 2 2 1 1 3 3 3 1 3 2 2 1 3 1 1 3 3 1
55 3 1 1 1 2 1 1 1 2 3 2 3 1 2 2 1 1 2 5 3
56 1 1 2 2 1 1 1 2 3 2 2 2 2 1 2 1 1 3 4 2
57 2 1 1 1 2 2 1 1 1 1 3 1 1 2 3 2 1 3 3 2
58 4 1 2 1 1 1 3 2 2 3 1 3 2 1 2 1 1 1 4 1
59 1 2 2 2 2 1 1 1 3 2 3 2 1 2 3 1 1 3 5 2
60 3 1 1 1 1 1 2 2 2 3 2 1 2 1 2 2 1 3 3 4
61 1 1 2 1 2 1 1 1 3 1 3 2 1 2 3 1 1 3 4 2
62 3 1 2 1 1 1 2 3 1 3 2 3 2 1 2 2 1 1 5 1
63 1 1 1 1 2 1 1 1 3 2 2 2 1 2 3 1 1 3 4 4
64 4 1 1 1 1 2 1 2 2 3 1 1 2 1 2 2 1 3 3 2
65 1 1 2 1 2 1 1 1 1 1 3 2 3 1 3 1 1 3 4 1
66 1 1 2 2 3 1 2 3 3 3 2 1 2 2 2 2 1 3 3 2
67 1 2 1 1 2 1 1 1 2 2 3 2 3 1 1 1 1 3 4 4
68 3 1 2 1 3 1 2 2 3 3 2 3 2 1 2 1 1 3 5 1
69 3 1 1 1 2 1 1 2 3 3 3 1 1 2 1 2 1 2 5 1
70 4 1 2 1 2 1 2 3 2 2 3 1 2 1 1 2 1 2 5 4
71 5 1 2 4 1 1 1 2 1 3 3 3 1 2 1 2 1 2 4 1
BABASAB PATIL93
A Study of Customer Satisfaction towards Depository Participants
72 5 1 1 1 2 1 2 3 3 1 2 1 2 1 1 1 1 1 5 4
73 5 1 2 2 3 1 1 1 1 3 3 3 1 2 1 2 1 2 4 4
74 5 1 2 2 1 1 2 3 2 2 3 1 2 1 1 2 1 2 5 1
75 5 1 3 1 2 1 1 2 3 3 3 2 1 3 2 1 1 1 4 4
76 4 1 2 2 1 1 2 1 1 1 3 1 2 1 2 2 1 2 5 1
77 2 1 2 1 2 1 1 3 1 3 2 3 3 2 1 1 1 1 4 4
78 5 1 1 3 1 1 2 2 3 2 3 2 1 2 2 3 2 2 5 2
79 3 1 2 1 2 1 1 1 2 3 2 1 2 1 2 1 2 1 4 1
80 1 1 1 1 3 1 2 2 1 2 3 3 1 2 2 2 2 1 5 4
81 4 1 1 1 2 1 1 3 1 3 2 2 2 1 2 1 2 3 4 2
82 5 1 2 2 1 1 2 1 1 2 3 1 1 2 1 2 2 1 5 4
83 3 1 3 1 2 1 1 2 1 2 2 2 2 1 2 1 2 3 4 4
84 2 1 2 1 2 1 2 3 2 3 3 2 1 3 2 2 2 3 5 1
85 4 1 1 3 1 1 1 1 2 1 2 1 2 1 1 1 2 1 4 4
86 3 1 3 1 2 1 2 2 1 3 2 3 1 2 2 2 2 3 5 4
87 1 1 2 2 2 2 1 3 1 2 3 2 2 1 2 1 2 3 4 4
88 5 1 1 1 2 1 2 3 2 2 3 1 1 3 2 3 3 1 5 5
89 2 1 3 1 1 1 1 1 2 3 2 2 2 1 1 1 3 3 4 4
90 4 1 2 1 2 1 2 2 1 2 3 2 1 2 2 2 3 3 6 1
91 3 1 1 1 2 1 1 3 2 1 3 3 2 1 1 1 3 2 5 4
92 2 1 2 1 1 1 2 2 2 3 2 2 1 2 2 3 3 3 6 4
93 5 1 1 1 2 1 1 1 2 2 3 1 2 1 1 2 3 3 5 4
94 4 1 2 1 2 1 2 3 1 2 3 2 1 2 2 3 3 3 5 4
95 2 1 1 2 2 1 1 2 2 3 2 2 2 1 1 2 3 2 5 4
96 4 1 2 1 1 1 2 1 1 2 3 1 1 2 2 1 3 3 6 4
97 3 1 1 2 2 1 1 3 2 3 2 3 2 1 2 1 3 3 5 4
98 2 1 2 2 1 1 2 2 1 2 3 1 1 2 2 1 3 2 5 4
99 4 1 1 2 2 1 1 2 2 3 3 3 2 1 2 1 3 3 5 4
100 2 1 2 3 1 1 2 1 1 1 3 1 1 2 2 1 3 3 5 4
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GLOSSARY
Account Freezing: The Depository Participant may freeze the account of a
client maintained with him on written instructions received by the Participant
in that regard from the client concerned in the form specified under the
Business Rules.
Account Opening: Any person willing to avail the services offered by a
Depository shall open an account with a Depository Participant.
Beneficiary: A person who benefits from a trust set up on his / her behalf & anyone
who benefits from the proceeds of a will
A person who benefits from a contractual or fiduciary relationship
Beneficiary ID No: Each beneficiary is allotted an ID No. generated by DP by which
a beneficiary is identified. This is similar to your Bank A/c No. Or the Folio No.
BSE: Bombay Stock exchange is one of the oldest stock exchanges in Asia with over
6,000 stocks listed.
Beneficiary Account: An investor or a broker who wants to hold shares in
dematerialised (demat) form and undertake scrip less trading must have a depository
account called beneficiary account with Depository Participant of his choice.
CDSL: Central Depository Securities Ltd is an organization promoted by the stock
exchange Mumbai, (BSE) in association with Bank of India, Bank of Baroda, State
Bank of India and HDFC Bank to provide electronic depository facilities for securities
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traded in the equity and the debt market. CDSL is the second depository in India.
Karvy is one of the Depository Participants of CDSL.
Client Id: Whenever any client opens an account with a Depository Participant he
/she is provided with an account number which is known as the beneficiary account
number or the Client Id. The combination of the Client Id and the Depository
Participant Id is unique.
Deface: The client (registered owner) shall submit a request to the DP in the DRF for
dematerialisation along with the certificates of securities to be dematerialised. Before
submission, the client has to deface or cancel the certificates by writing
"SURRENDERED FOR DEMATERIALISATION”.
Defreezing of an account: The client can request his depository participant to
release the suspension order and defreeze the account for regular operations.
The Depository participant shall defreeze the account only after receipt of the
application for defreezing signed by all the account holders
Delivery Instructions by client: In order to transfer securities from his account to
another a beneficial account owner must give an instruction to his / her Depository
Participant. A beneficial account owner must give instruction to his / her DP to
transfer
DRN: When the securities are found in order with the details of the request as
mentioned in the form, the depository participant enters the details in the DPM
(Depository participant Module, provided by NSDL to the DP) a
Dematerialization Request Number (DRN) is generated by the system. The
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DRN so generated is entered in the space provided for the purpose in the
Dematerialization Request Form. The request is then released to DM
(Depository Module – Depository’s software system). The DM forwards the
requests to the Issuer / R & T agent electronically. Once the DRN is confirmed
or accepted by the Issuer / R & T agent the DM electronically authorize the
creation of appropriate credit balances in the client’s account. The DPM shall
credit the client’s account automatically.
Electronic Public Offering (EPO): An initial public offering, or new issue of
shares, in which the process of applying for shares is handled electronically (via
websites).
Freezing of an account: Any client can give instructions, in the prescribed form, to
his Depository Participant to freeze his account either for debit or for all operations.
Only after receipt of the application for freezing the account signed by all the account
holders the Depository Participant shall freeze the account till further notice received
from the client in this regard.
Fungible: Dematerialized shares do not have any distinctive numbers or certificate
numbers. These shares are fungible – which means that 100 shares of a security are
the same as any other 100 shares of that security.
Hypothecation: The pledging of securities as collateral. A client having a beneficiary
account with a DP can hypothecate securities in electronic form against loan / credit
facilities extended by a pledge, who has a beneficiary account with a DP. The creation
of pledge / hypothecation will be initiated by the pledgor through its DP and the
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pledgee will instruct its DP to confirm the creation of the pledge. The pledge /
hypothecation so created can either be closed on repayment of loan or invoked on
default. After the pledgor repays the loan to the pledgee the pledgor will initiate the
closure of pledge / hypothecation. In case of default by the pledgor in repaying the
loan to the pledgee, the pledgee may initiate invocation of pledge / hypothecation,
after taking such steps as may be necessary as per the terms of the underlying
agreement with the pledgor and the Bye Laws and Business Rules of NSDL and SEBI
Regulations. In case of hypothecation, the pledgor will instruct its DP to confirm the
invocation of the hypothecation.
Initial Public Offering (IPO) : The first offering of a company’s shares to the public.
The shares offered may be existing ones held privately, or the company may issue
new shares to the public.
Inter Depository Instructions: Inter-Depository Transfer means transfer of securities
which are admitted for dematerialisation on both the depositories from an account
held in one depository to an account held in the other depository
ISIN: International Securities Identification Number (ISIN) is a code that uniquely
identifies a specific securities issue.
Market Trade: Trades which are settled through the Clearing Corporation / Clearing
House of an exchange are classified as " Market Trades ".
NSDL: The National Securities Depository Limited is an organisation promoted by
the Industrial Development Bank of India, the Unit Trust of India and the National
Stock Exchange of India Limited to provide electronic depository facilities for
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securities traded in the equity and the debt market. NSDL commenced its operations
in the year 1996 and is the first depository in India.
NSE: National Stock Exchange is one of the leading stock exchanges in India. The
NSE has been set up by leading institutions to provide a modern, fully automated
screen – based trading system with national reach.
Off Market Trade: Trades which are not settled through the Clearing Corporation /
Clearing House of an exchange are classified as " Off Market Trades ". Negotiated
trades which are not cleared and settled through the Clearing Corporation / Clearing
House are off-market trades.
Pledge: To deposit personal property as security for a personal loan of money. If the
loan is not repaid when due, the personal property pledged shall be forfeit to the
lender. A client (pledgor) having a beneficiary account with a Depository Participant
can pledge securities in electronic form against loan / credit facilities extended by a
pledgee, who too has a beneficiary account with a Depository Participant.
Rematerialisation: It is the process by which a client can get his electronic holdings
converted into physical certificates. The client has to submit the rematerialisation
request to the DP with whom he has an account. The DP enters the request in its
system, which blocks the client’s holdings to that extent automatically. The Issuer /
R& T agent then prints the certificates, dispatches the same to the client and
simultaneously electronically confirms the acceptance of the request to NSDL.
Thereafter, the client’s blocked balances are debited.
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Registrar and Transfer Agent (RTA) : A transfer agent and registrar for a publicly
held company keeps record of every outstanding share certificate and the name of the
person to whom it is registered. When the share changes hands, the transfer agent
transfers the ownership of the stock from the seller’s name to the buyer’s name. The
registrar reconciles all transfer records and makes sure that the number of shares
debited is equal to the number of shares credited.
Settlement: It is the process by which investors pay for shares they have bought and
receive payment for shares they have sold. It is also the process by which the investor
delivers the shares he has sold to the clearing house and receives the shares which he
has purchased from the clearing house of a recognized stock exchange.
Settlement Day: The day on which purchased securities are due for delivery to the
buyer and payment is due to be made to the seller.
Statement of Holding: A statement of holding details out the current balance in a
depository account. At least once every fortnight the Depository participant sends a
statement of Holdings to its clients.
Statement of transaction: A statement of transaction details out the various
transactions done through that depository account. At least once in every fortnight the
Depository Participant sends a statement of transaction to its clients. Karvy’s Online
Demat services enable its clients to view their statement of transactions on the net.
Transferability of Shares: Shares in a company are freely transferable, subject to
certain conditions, such that no shareholder is permanently or necessarily wedded to a
company. When a member transfers his shares to another person, the transferee steps
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into the shoes of the transferor and acquires all rights of the transferor in respect of
those shares. For dematerialised shares the depository participant debits and credits
the account of the client with an authorisation from such client.
Transmission: Transmission of shares denotes a process by which ownership of
share is transferred on legal heir or to some other person by operation of law. In case
of transmission no transfer deed and no stamp duty is required. Transmission of
shares generally takes place in case of death, insolvency or mental illness or purchase
in case of shares by court or in case of amalgamation, where the amalgamating
company holds shares in various companies.
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BIBLIOGRAPHY
Web sites www.karvy.com
www.indiainfoline.com
www.sharekhan.com
Books
Company books & Brochures
NSDL Books
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