Frequently Asked Questions (FAQ)

1. What is SCORES?

SCORES is an online platform designed to help investors to lodge their complaints, pertaining to securities market, online with SEBI against listed companies and SEBI registered intermediaries. All complaints received by SEBI against listed companies and SEBI registered intermediaries are dealt through SCORES.

2. Which are the complaints that come under the purview of SEBI?

Complaints arising out of issues that are covered under SEBI Act, Securities Contract Regulation Act, Depositories Act and rules and regulation made there under and relevant provisions of Companies Act, 2013.

3. Which are the matters that cannot be considered as complaints in SCORES?

• Complaint not pertaining to investment in securities market
• Anonymous Complaints (except whistleblower complaints)
• Incomplete or un-specific complaints
• Allegations without supporting documents
• Suggestions or seeking guidance/explanation
• Not satisfied with trading price of the shares of the companies
• Non-listing of shares of private offer
• Disputes arising out of private agreement with companies/intermediaries
• Matter involving fake/forged documents
• Complaints on matters not in SEBI purview
• Complaints about any unregistered/un-regulated activity

4. Complaints against which type of companies cannot be dealt on SCORES?

Complaints against the following companies cannot be dealt through SCORES even though the complaint may be against a listed entity/SEBI registered intermediary:

• Complaints against the companies which are unlisted/delisted, placed on the Dissemination Board of Stock Exchange
• Complaints against a sick company or a company where a moratorium order is passed in winding up/insolvency proceedings
• Complaints against the companies where the name of company is struck off from Registrar of Companies (RoC) or a Vanishing Company as per list published by Ministry of Corporate Affairs (MCA)
• Suspended companies, companies under liquidation, BIFR etc.
• Complaints that are sub-judice i.e. relating to cases which are under consideration by court of law, quasi-judicial proceedings etc.
• Complaints against companies, falling under the purview of other regulatory bodies viz. The Reserve Bank of India (RBI), The Insurance Regulatory and Development Authority of India (IRDAI), the Pension Funds Regulatory and Development Authority (PFRDA), Competition Commission of India (CCI), etc., or under the purview of other ministries viz., MCA, etc.

Relevant Regulators/Authorities:

Regulator/Authority	Grievances Pertaining To	Website
Reserve Bank of India (RBI) / Banking Ombudsman	Banks deposits, banking, Fixed Deposits with NBFCs, Primary Dealers	www.rbi.org.in
Ministry of Corporate Affairs (MCA)	Deposits, unlisted companies, mismanagement, Companies Act matters	www.mca.gov.in
Insurance Regulatory and Development Authority of India (IRDAI)	Insurance Companies/Brokers/Agents/products	www.irdaindia.org
Pension Fund Regulatory and Development Authority (PFRDA)	Pension funds	www.pfrda.org.in
Competition Commission of India (CCI)	Monopoly and anti-competitive practices	www.cci.gov.in
National Housing Bank (NHB)	Housing Finance Companies	www.nhb.org.in
Insolvency And Bankruptcy Board Of India	Companies where insolvency proceedings has started	www.ibbi.gov.in

5. Is there any time line for lodging complaint on SCORES?

From 1st August 2018, an investor may lodge a complaint on SCORES within three years from the date of cause of complaint, where:

• Investor has approached the listed company or registered intermediary for redressal of the complaint and,
• The concerned listed company or registered intermediary rejected the complaint or,
• The complainant does not receive any communication from the listed company or intermediary concerned or,
• The complainant is not satisfied with the reply given to him or redressal action taken by the listed company or an intermediary.

In case investor fails to lodge a complaint within the stipulated time, he may directly take up the complaint with the entity concerned or may approach appropriate court of law.

36. Is there a telephone number where investors can call to get help on matters related to SCORES?

To facilitate replies to various queries of the general public and on guiding them with regard to grievances in matters relating to securities market, SEBI launched toll free helpline service number 1800 266 7575 or 1800 22 7575 on December 30, 2011.

The toll free helpline service will answer to queries on:

• Lodging of complaints on SCORES
• Knowing the status of complaint(s)
• Other matters related to complaints

The toll free helpline service is available to investors from all over India on all days from 9:00 a.m to 6:00 p.m (excluding declared holidays in state of Maharashtra).

1. Is it necessary for all registered intermediaries and listed companies to take SCORES authentication?

Yes, except stock brokers, sub-brokers and Depository Participants.

5. Does the process of SCORES authentication impose any cost on the listed company or registered intermediary?

The process of SCORES authentication is absolutely free of cost.

8. Where can the listed companies/registered intermediaries see the Direct Complaints?

Direct Complaints are those complaints where the investor are using the SCORES platform to approach the entity for the first time with respect to their complaints. These complaints can be seen in a Tab called "Direct Complaint" on the Home Page upon logging in by the entity. All listed companies and registered intermediaries must respond to the "Direct complaints" within 30 days.