NISM Series II-A · Chapter 15: Client Servicing

L1 · Foundation

Client Servicing

What an investor is and why investment matters to the economy, the First Time Right approach, the six principles of client servicing, service etiquettes and the SOP rules, the do's and don'ts, grievance redressal through SCORES 2.0 and SMARTODR with its timelines, and the importance of thanking investors.

18 min read · Worth 7% of the paper · Written from pages 199–210 of the official NISM workbook · Updated 18 September 2026

What this chapter covers

Chapter 15 carries 7 marks out of 100 — 7% of the paper, and it is the final chapter.

Learning Objectives: After studying this chapter, you should know about the importance of investor services: Definition of Investor First Time Rights (FTR) Approach · Principles of Investor Servicing · Basic Rules to be followed as per SOP · Dos and Don'ts Thanking the Investors

15.1 The investor in the context of an RTA organisation

An investor is any person or other entity (such as a firm or mutual fund) who commits capital with the expectation of receiving financial returns. Investors rely on different financial instruments like equity shares (through an IPO or purchasing from the stock market), or debt instruments or units of mutual fund schemes, to earn a rate of return and accomplish important financial objectives like building retirement corpus, funding education, or merely accumulating additional wealth over time.

Three purposes named — retirement, education, wealth.

Investors play a crucial role by investing their capital in financial instruments. In the long term, investment is important for improving productivity and increasing the competitiveness of an economy. Without investment, an economy could enjoy high levels of consumption, but this creates an unbalanced economy.

The fifth sample question tests exactly this — investment improves the productivity of the economy.

Note the argument. Consumption without investment is possible in the short run, but this creates an unbalanced economy — nothing is being built for the future.

15.2 First Time Right

The concept of ensuring that any procedure/ activity is performed in the right manner, the first time and every time, is referred to as 'First Time Right' (FTR) and originates from Six Sigma.

The first sample question asks for this term — First Time Right.

The right manner, the first time and every time — the last phrase matters as much as the first.

Two examples:

1. A customer not requiring to repeat their regular order at the take-away joint;

2. A bank executive or an RTA executive handing a customer inquiry and providing correct guidance.

What FTR needs

If FTR process is to work well, there are a few essential ingredients required:

Single point of contact

Staffs' ability to access and provide information/ solution to investors promptly

Professional service delivery style

Three ingredients.

Such an approach requires extensive product knowledge by the client servicing executive along with polite and elegant communications skills.

The fourth sample question tests this — it is true that client servicing requires extensive product knowledge.

And this is where techniques, such as use of exactly the same words, phrases and tonality as the fellow investor, proves useful in creating rapid rapport and a sense of understanding.

15.3 Principles of client servicing

Customer servicing or client servicing skill is a very vital part of the service industry. The success in the industry depends upon treating the customers patiently and with care.

15.3.1 Attitude

The first step of client servicing roles and responsibilities is keeping the right attitude and the motive of satisfying a customer. A nice pleasant face with a smile and a positive attitude is just the right way to greet a customer who walks in or calls.

15.3.2 Patience

Patience is sometimes seen as an old-fashioned concept, a virtue that has little place in our fast-moving world. It is, however, important in customer service, because many customers only contact organisations when they are already frustrated and cross. This may well make them communicate less clearly than usual. It will not help if the front line customer executive becomes frustrated and angry too.

Cultivating patience enables listening skills thereby helping to point out the important issues to address. It will also help to ensure that the issue is genuinely resolved, and not be tempted to rush off at a tangent, or only a part of the problem has been addressed.

The second sample question asks whether attitude and patience are key skills — they are, so the statement that they are not is false.

15.3.3 Empathy

Empathy, or the ability to put oneself into someone else's shoes and be aware of their feelings and emotions, is an important skill for anyone dealing with other people, but particularly for people in service for customers.

The third sample question defines it in exactly these words — the answer is empathy.

Customers who contact organisations with a problem may well be feeling extremely emotional: angry, frustrated, or even helpless. Being able to recognise these emotions, even via the phone or online messaging is a vital skill.

At its simplest, it means that the customers' issues and problems are understood to resolve them in a way that will work for them. In particular, it will mean appreciating and responding to their emotions as well as the logic of their problem. This ability to 'feel' as well as 'hear' is an important part of providing great customer service, because it ensures that customers genuinely feel understood.

"Feel as well as hear."

15.3.4 Compassion

Compassion is the ability to feel for another human, and it results in the desire to "relieve their pain." To show compassion, consider how the customer feels, their current situation, consider their needs in the situation, and how to help fix the problem.

The customer doesn't really care about the company's problems; but need help to solve their problems. Tailoring conversations and responses to address those needs first, rather than explaining the company's position first, should be the priority of the individual in customer services.

The customer's need first; the company's position second.

15.3.5 Liaising

Client service executive acts as a liaison between a company or other intermediaries or regulators and its customers/investors. Liaising skills are essential to ensure the executive provide investors with reliable and impeccable service. A client service executive liaises with all concern, to ensure investors' queries are satisfactorily answered, orders or transactions are correctly processed and customer complaints are resolved.

15.3.6 Communication skills

In investor service interactions, communication means everything. Investor service executives need to use the right skills to connect with investors in a way that leaves them calmer, satisfied, and confident.

Here are some rules for effective investor service communication:

Personalize the interaction · Avoid negative phrases · Use positive language with a touch of empathy · Listen closely and avoid interrupting the customer · Use consistent brand vocabulary · Give thorough answers to technical questions · Make communication clear and concise

Seven rules.

15.4 Service etiquettes

Etiquette, in investor service, is a conduct that is acceptable to investors and behaviour that encompasses the expectations investors have when dealing with the RTA organisation.

Being transparent about products and services - Investors look for transparent information about RTA role and services and the executives must understand from customers' perspective to what they want to know and hear.

Being truthful and accurate - Impart authentic information related to RTA services to avoid future confusion among investors.

Keeping promises – Do not make fake commitments and set customer expectations that will break their trust and loyalty.

Sharing the knowledge – Know the various regulations, SEBI (LODR), SEBI (ICDR), SEBI (Buy-back of securities) and Companies Act, 2013, prior to sharing the knowledge with the investors or clients to maintain trust.

Know it before you share it.

Offering proactive support services - Being proactive means understanding investors' issues and offering support before the customer escalates the matter.

Asking the customer for feedback after a resolution - Through feedback, RTA client servicing team can improve the effectiveness of their services. The best time to ask clients for feedback is after the successful resolution of the problem.

Using the right words - It is very important to choose the right words before client servicing team speak to the investors. The investors can get a bad impression with certain words or phrases used by the investor support team, and therefore use of such words or phrases need to be strictly prohibited.

Maintaining a professional attitude - Being a professional is a very important client service etiquette that needs to be maintained in all scenarios.

Offering gratitude to the investors - An important principle of investor service etiquette is to demonstrate good manners. RTA investor servicing team should be well trained to offer gratitude or thanking the investors at the end of the conversation.

Nine etiquettes.

15.4.1 Basic rules as per the SOP

All incoming requests must be Inwarded and verified during the Inwarding Process. A separate Inward Number must be allotted by the System for the Transaction.

There shall be a maker and checker concept to be followed wherein the documents processed by the users.

Maker and checker — one person processes, another verifies.

In case of any objection, standard objection processing shall be taken up and an Objection letter shall be sent to the Shareholder with all original documents enclosed through Speed Post or Registered Post.

Originals go back with the objection letter.

In case the total value of securities lodged exceeds certain amount, then the same shall be sorted separately and first verified by the Team Leader/ Management Team.

PAN card for identity proof and Self-attested copy of Aadhaar card/ Passport/ Driving license for address proof and utility bills, not older than 3 months, are part of mandatory KYC.

All documents need to be processed with the prescribed time limits of various regulatory requirements and client requirements.

Documents have to be stored in orderly fashion and all important documents are to be stored under lock and key.

Documents required to be shredded only after obtaining written approval from the client company. Entries shall be made in the Document shredding/destruction register while making any request for shredding/destructing the documents.

Written approval from the client company before shredding — and an entry in the register.

15.4.2 Do's and Don'ts

Do's

Ensure that inquiries from investors are adequately and promptly dealt with First Time Right Approach.

Ensure that transfer of securities held in physical form and confirmation of dematerialisation/ rematerialisation requests and distribution of corporate benefits and allotment of securities is done within the time specified under any law.

Endeavour to render fair, objective and unbiased services.

Ensure to collect relevant information for future communication with Investor.

Don'ts

Avoid misrepresentation and ensure that the information provided to the investors is not misleading.

Avoid any rejections / requests / allotments on flimsy grounds.

Do not indulge in any unfair competition.

Do not divulge to other any investors' confidential information except with the approval / authorisation of the clients or when it is required to disclose the information under any law.

Do not discriminate amongst investors.

Two exceptions to confidentiality — the client's authorisation, or a legal requirement to disclose.

15.4.3 Effective resolution of investor grievances

RTA investor servicing team shall ensure to redress investor grievances promptly and shall maintain records regarding investor grievances received by it and redressal of such grievances. Once the complaint is registered, ensure a Complaint Registration Number is generated and sent to email id and to mobile number of the complainant.

Both email and mobile.

Investors should be requested to provide the following details to ensure effective resolution of investor grievances:

Name of the complainant · PAN details · Aadhaar Number (optional) · Company Name(s) in which securities are held · DP ID and Client ID or Physical Folio Nos. · Address for Communication · Contact Nos. - Mobile No. or Landline No. · Email Id.

Note that Aadhaar alone is optional.

Public disclosure: in order to bring about transparency in the Investor Grievance Redressal Mechanism, SEBI has decided that all the registered RTAs shall disclose on their respective websites, the data on complaints received against them or against issues dealt by them and redressal thereof, latest by 7th of succeeding month, as per the prescribed format.

By the 7th of the following month.

Grievance redressal routes

Investors need to first take up their grievances for redressal with the entity concerned, through their designated persons/officials who handle issues relating to compliance and redressal of investor grievances. In case, the entity concerned fails to redress the complaint within the specified timeline, the investor may then file their complaint in SCORES platform. All RTAs are required to implement their own online web-based complaints redressal system on the lines of SCORES, to allow investors to file and escalate complaints.

First the entity; then SCORES.

In April 2024, SEBI introduced the latest version of the SEBI Complaint Redress System (SCORES), SCORES 2.0 which enhances investor grievance resolution in the securities market with improved efficiency through auto-routing, auto-escalation, oversight by 'Designated Bodies,' and streamlined timelines.

After exhausting all available options for resolution of the grievance, if the investor/client is still not satisfied with the outcome, then dispute online resolution through the SMARTODR (online dispute resolution) portal can be initiated.

Alternatively, an aggrieved investor/ client can initiate dispute online resolution through the SMARTODR portal, if the grievance lodged with the concerned market participant was not satisfactorily resolved or are pending at any stage of the subsequent escalations. The concerned market participant may also initiate dispute resolution through the ODR portal after giving due notice (as stipulated) to the investor/client.

Either side may start it.

All market infrastructure institutes (MIIs) have established a common Online Dispute Resolution (ODR) portal where all listed companies, specified intermediaries and regulated entities in the securities market have enrolled. MIIs have also empanelled ODR Institutions to operate the ODR portal. These ODR institutions, in turn, provides the services of qualified arbitrators and conciliators and charge a fee for the proceedings. The ODR Institutions conduct conciliation and arbitration in online mode, enabling online/audio-video participation by the investor/client, the Market Participant and the conciliator or the arbitrator, as the case may be.

Stock exchanges have also put in place a Standard Operating Procedure (SOP) for operationalizing the resolution of all disputes pertaining to investor services. Investors could lodge their complaints in the format prescribed by the stock exchange along with the supporting documents. Investors/members who are not satisfied with the recommendation of the grievance redressal committee also have the option of taking their complaint through the process of arbitration. The process of arbitration is governed by the rules and regulations prescribed by SEBI and the stock exchange from time to time. The Arbitration mechanism is initiated post exhausting all actions for resolution of complaints including those received through SCORES Portal.

The appeal ladder: any party aggrieved by the arbitrator's award may appeal to the appellate panel of arbitrators within stipulated time. Finally, the party, who is aggrieved with the decision of the appellate arbitrator, may appeal to the High Court.

Arbitrator → appellate panel of arbitrators → High Court.

Table 15.1 — the process of investor grievance

Stage	Route	Timeline
1. Investor complaint / grievances	Investors can lodge complaint with SCORE 2.0 portal. Investors may also raise complaints by writing to the designated Investor Grievance Email ID of the Listed Company or its Registrar and Transfer Agent (RTA)	The grievance must be redressed immediately, but no later than 21 days from the date of receipt
2. Online Dispute Resolution (ODR) platform for online conciliation and Arbitration	If not satisfied, the investor has two options — (i) Investor may escalate the complaint on SEBI SCORES portal (ii) Investor may file complaint/grievance on SMARTODR through online conciliation or arbitration	Within 21 days from receipt of complaint on SMARTODR
3. Conciliation Process	(i) The Conciliator will endeavour to achieve an amicable settlement. (ii) If conciliation unsuccessful, the Investor may request to refer the matter for arbitration	(i) Within 21 days, extendable by 10 days with consent of both parties. (ii) Arbitration process to be concluded within 30 days, which is extendable by 30 days with consent of the parties to dispute

Four numbers — 21, 21+10, 30+30.

15.4.4 The importance of thanking investors

Thanking investors is important for many reasons. First and foremost, it can help make investors happy; and a happy investor is more likely to spread the good word about the company. This can help build RTAs reputation as a good organisation to do business with.

Some of the points to keep in mind while thanking the Investors are:

1. Greet your Investor by name once you are introduced.

2. Express your gratitude and clearly state why you enjoyed your experience with this investor (be specific and personalize it as much as possible).

3. Repeat your thanks.

Three steps — greet by name, be specific, repeat.

The chapter's sample questions confirm that a procedure performed in the right manner the first time and every time is First Time Right; that it is FALSE that right attitude and patience are not key skills for client servicing; that empathy is the ability to put yourself into someone else's shoes; that it is TRUE that client servicing requires extensive product knowledge; and that investment helps in improving the productivity of the economy.

Think of it like this

First Time Right: the take-away that remembers your order

The workbook picks a homely example because the idea is a homely one.

The concept of ensuring that any procedure/ activity is performed in the right manner, the first time and every time, is referred to as 'First Time Right' (FTR) and originates from Six Sigma.

Its two examples: a customer not requiring to repeat their regular order at the take-away joint, and a bank executive or an RTA executive handing a customer inquiry and providing correct guidance.

Note the phrase "and every time." Getting it right once is luck; getting it right every time is a process.

Why it matters especially to an R&T agent. Chapter 13 shows what happens when it fails — an objection memo, documents travelling back through speed/registered post/courier, and the whole timeline restarting. And the Investor Charter requires processing investor service requests in timely manner and providing details of discrepancies observed in the documents to the investors in one go.

"In one go" is FTR expressed as a regulatory duty. Sending one objection today and another next week is the opposite of first time right.

Three ingredients make it work: single point of contact · staffs' ability to access and provide information/ solution to investors promptly · professional service delivery style.

And two personal qualities: such an approach requires extensive product knowledge by the client servicing executive along with polite and elegant communications skills — which is why the fourth sample question answers TRUE.

Product knowledge here means the regulations. The etiquette list is explicit: know the various regulations, SEBI (LODR), SEBI (ICDR), SEBI (Buy-back of securities) and Companies Act, 2013, prior to sharing the knowledge with the investors or clients to maintain trust.

And the do's open with it — ensure that inquiries from investors are adequately and promptly dealt with First Time Right Approach.

Empathy and compassion are not the same thing

The workbook treats them as separate principles, and the third sample question turns on the distinction.

Empathy is understanding — and the sample question uses these very words, offering sympathy and patience as distractors.

Why it matters on a helpdesk. Customers who contact organisations with a problem may well be feeling extremely emotional: angry, frustrated, or even helpless. Being able to recognise these emotions, even via the phone or online messaging is a vital skill.

Even without seeing a face — a point worth remembering when so much service is by e-mail and phone.

What it achieves: it will mean appreciating and responding to their emotions as well as the logic of their problem. This ability to 'feel' as well as 'hear' is an important part of providing great customer service, because it ensures that customers genuinely feel understood.

Compassion goes one step further — from understanding to acting. Compassion is the ability to feel for another human, and it results in the desire to "relieve their pain." To show compassion, consider how the customer feels, their current situation, consider their needs in the situation, and how to help fix the problem.

And it carries a rule of priority: the customer doesn't really care about the company's problems; but need help to solve their problems. Tailoring conversations and responses to address those needs first, rather than explaining the company's position first, should be the priority.

Do not open with why the system was down. Open with what will now be done.

Patience underpins both: many customers only contact organisations when they are already frustrated and cross. This may well make them communicate less clearly than usual. It will not help if the front line customer executive becomes frustrated and angry too.

Maker and checker: two pairs of eyes on every document

Section 15.4.1 reads like a workshop manual, and every rule in it exists because something once went wrong.

All incoming requests must be Inwarded and verified during the Inwarding Process. A separate Inward Number must be allotted by the System for the Transaction.

Chapter 13 explains what the inward register holds — the mode of receipt (hand delivered, courier, post), the date of receipt and the nature of the document.

There shall be a maker and checker concept to be followed wherein the documents processed by the users.

One person makes the entry; a different person checks it. No single employee can both process and approve — the oldest control in record-keeping.

And value raises the bar further: in case the total value of securities lodged exceeds certain amount, then the same shall be sorted separately and first verified by the Team Leader/ Management Team.

Objections travel with the originals: an Objection letter shall be sent to the Shareholder with all original documents enclosed through Speed Post or Registered Post.

The investor is never left without his certificates while an objection is outstanding — and the mode of dispatch is traceable.

KYC is spelt out: PAN card for identity proof and Self-attested copy of Aadhaar card/ Passport/ Driving license for address proof and utility bills, not older than 3 months, are part of mandatory KYC — matching Chapter 13's three-month rule for address proof.

Storage and destruction close the loop. Documents have to be stored in orderly fashion and all important documents are to be stored under lock and key. And documents required to be shredded only after obtaining written approval from the client company. Entries shall be made in the Document shredding/destruction register.

Compare Chapter 12's Register of Destroyed Certificates — nothing is destroyed without a record of its destruction.

The grievance ladder: entity, SCORES, SMARTODR, arbitration, High Court

An investor with a complaint climbs a ladder, and each rung has its own clock.

Rung one — the entity itself. Investors need to first take up their grievances for redressal with the entity concerned, through their designated persons/officials who handle issues relating to compliance and redressal of investor grievances.

**Complaints may go to the designated Investor Grievance Email ID of the Listed Company or its Registrar and Transfer Agent (RTA) — and the grievance must be redressed immediately, but no later than 21 days from the date of receipt.

Twenty-one days — the same limit Chapter 6 sets for an RTA generally and Chapter 11 for a depository.

Rung two — SCORES. In case, the entity concerned fails to redress the complaint within the specified timeline, the investor may then file their complaint in SCORES platform, now SCORES 2.0, introduced in April 2024, with auto-routing, auto-escalation, oversight by 'Designated Bodies,' and streamlined timelines.

Every RTA must mirror it: all RTAs are required to implement their own online web-based complaints redressal system on the lines of SCORES.

Rung three — SMARTODR. Conciliation and arbitration online, run by ODR Institutions empanelled by the MIIs, which provides the services of qualified arbitrators and conciliators and charge a fee. Either side may start it — the concerned market participant may also initiate dispute resolution through the ODR portal after giving due notice.

Its clocks: within 21 days from receipt of complaint on SMARTODR; conciliation within 21 days, extendable by 10 days with consent of both parties; arbitration within 30 days, which is extendable by 30 days with consent of the parties.

Rung four and five — appeal. Any party aggrieved by the arbitrator's award may appeal to the appellate panel of arbitrators within stipulated time. Finally, the party, who is aggrieved with the decision of the appellate arbitrator, may appeal to the High Court.

Why investment, and not consumption, builds an economy

The chapter opens with a claim about the whole economy, and the fifth sample question tests it.

Read the last sentence carefully. It does not say consumption is impossible without investment — it says the resulting economy is unbalanced. Money spent today is money not building the factory, the road or the skill that produces tomorrow.

Who the investor is: any person or other entity (such as a firm or mutual fund) who commits capital with the expectation of receiving financial returns.

"Commits capital" — the defining act. And "with the expectation of" — not the certainty, which is why every offer document carries risk factors.

What he invests in: equity shares (through an IPO or purchasing from the stock market), or debt instruments or units of mutual fund schemes — the primary market, the secondary market, and the pooled route, which are Chapters 7, 14 and 5 of this book.

And what for: building retirement corpus, funding education, or merely accumulating additional wealth over time.

These three purposes are why the service standards in this chapter matter. A delayed transmission or an unclaimed dividend is not an administrative inconvenience; it is somebody's retirement or somebody's school fees.

Chapter 6 puts the same point in regulatory language — SEBI exists to protect the interests of investors in securities and to promote the development of, and to regulate the securities market.

Protection first, because without it the capital is never committed at all.

Key terms in this chapter

Appeal from arbitration: A party aggrieved by the arbitrator's award may appeal to the appellate panel of arbitrators within the stipulated time, and a party aggrieved by the appellate arbitrator's decision may appeal to the High Court.
Attitude: The first step of client servicing — keeping the right attitude and the motive of satisfying the customer, greeting a customer who walks in or calls with a pleasant face, a smile and a positive attitude.
Communication rules: Personalise the interaction; avoid negative phrases; use positive language with a touch of empathy; listen closely without interrupting; use consistent brand vocabulary; give thorough answers to technical questions; and make communication clear and concise.
Compassion: The ability to feel for another human, resulting in the desire to relieve their pain. It requires considering how the customer feels, their situation and their needs, and addressing those needs before explaining the company's position.
Complaint details sought: Name of the complainant, PAN details, Aadhaar number (optional), company names in which securities are held, DP ID and Client ID or physical folio numbers, address for communication, mobile or landline number, and email id.
Complaint Registration Number: The number generated once a complaint is registered, sent to both the email id and the mobile number of the complainant.
Document destruction: Documents may be shredded only after written approval from the client company, with entries made in the document shredding or destruction register whenever such a request is made. Important documents are stored under lock and key.
Empathy: The ability to put oneself into someone else's shoes and be aware of their feelings and emotions — recognising anger, frustration or helplessness even by phone or online message, and responding to the customer's emotions as well as the logic of the problem, so as to feel as well as hear.
First Time Right: The concept, originating from Six Sigma, of ensuring that any procedure or activity is performed in the right manner the first time and every time. It requires a single point of contact, staff able to access and provide information or solutions promptly, and a professional service delivery style.
Grievance timelines: A grievance must be redressed immediately and no later than 21 days from receipt; a complaint on SMARTODR within 21 days of receipt there; conciliation within 21 days, extendable by 10 days with both parties' consent; and arbitration concluded within 30 days, extendable by 30 days with the parties' consent.
Investment and the economy: In the long term investment improves productivity and increases the competitiveness of an economy. Without investment an economy could enjoy high levels of consumption, but this creates an unbalanced economy.
Investor: Any person or entity, such as a firm or mutual fund, who commits capital with the expectation of receiving financial returns — through equity shares, debt instruments or mutual fund units — to meet objectives such as building a retirement corpus, funding education or accumulating wealth.
Inwarding process: All incoming requests must be inwarded and verified, with a separate inward number allotted by the system for the transaction.
Liaising: The client service executive acts as a liaison between the company, other intermediaries or regulators and the customers or investors, liaising with all concerned so that queries are satisfactorily answered, orders and transactions correctly processed and complaints resolved.
Maker and checker: The SOP requirement that documents processed by one user are verified by another, so that no single person both processes and approves a transaction.
Objection processing: Where there is an objection, standard objection processing is taken up and an objection letter sent to the shareholder with all original documents enclosed, by speed post or registered post.
Patience: Important because many customers contact organisations only when already frustrated and cross, communicating less clearly than usual. Patience prevents the executive from becoming frustrated too, enables listening, identifies the important issues, and ensures the issue is genuinely resolved rather than partly addressed.
SCORES 2.0: The latest version of the SEBI Complaint Redress System, introduced in April 2024, enhancing grievance resolution through auto-routing, auto-escalation, oversight by Designated Bodies and streamlined timelines. All RTAs must implement their own online complaints redressal system on the lines of SCORES.
Service etiquette: Conduct acceptable to investors, encompassing the expectations they have when dealing with the RTA — being transparent, truthful and accurate, keeping promises, sharing knowledge only after knowing the regulations, offering proactive support, seeking feedback after resolution, using the right words, maintaining a professional attitude, and offering gratitude.
SMARTODR: The online dispute resolution portal for the securities market. All MIIs have established a common ODR portal where listed companies, specified intermediaries and regulated entities are enrolled, with empanelled ODR institutions providing qualified conciliators and arbitrators for a fee and conducting proceedings online.
Thanking investors: A happy investor is more likely to spread the good word, building the RTA's reputation. Greet the investor by name once introduced, express gratitude stating specifically and personally why the experience was valued, and repeat the thanks.
Website disclosure of complaints: All registered RTAs must disclose on their websites the data on complaints received against them or against issues dealt by them, and their redressal, latest by the 7th of the succeeding month in the prescribed format.

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Original explanatory writing based on the official NISM workbook for Series II-A, which is published and copyrighted by NISM. Check figures against the current edition at nism.ac.in.

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