SEBI Complaint Redressal System (SCORES) is a centralised web-based complaint redressal facilitation platform launched in 2011.In order to strengthen the existing investor grievance handling mechanism through SCORES by making the entire redressal process of grievances in the securities market comprehensive by providing a solution that makes the process more efficient by reducing timelines and by introducing auto-routing and auto-escalation of complaint, SEBI notified the Securities and Exchange Board of India (Facilitation of Grievance Redressal Mechanism) (Amendment) Regulations, 2023 and amended the regulations as mentioned under ‘Schedule I’ vide notification dated August 16, 2023.
The revised framework for handling complaints received through the SCORES platform for Entities and for monitoring the complaints by designated bodies is specified in ‘Annexure I’ of this circular. A pictographic representation of the process is also set out in ‘Schedule III’.
The other general provisions applicable to all Entities concerning the SCORES portal are in ‘Annexure II’.
The provisions of this circular related to work flow of processing of investor grievances by Entities and the framework for monitoring and handling of investor complaints by the Designated Bodies shall come into force with effect from December 04, 2023.
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