Citizens' Charter
of IDBI for Investors:
Responsive and Responsible
Preamble
IDBI, in its continued and committed endeavour to
provide prompt and quality service to its valued clients,
has introduced this Citizens' Charter.
The Citizens' Charter is intended to provide information
in respect of IDBI's various activities relating to
customer service, for the benefit of its customers.
It is not a legal document creating rights and obligations.
Introduction
IDBI provides financial assistance to industrial concerns
by way of a variety of products and services which
include project finance, equipment finance, asset
credit, equipment lease, technology upgradation fund
scheme, refinance for medium scale industries and
bills finance. It provides project-related finance
for the establishment of the new industrial projects
as well as for expansion, diversification and modernisation
of existing industrial enterprises. In response to
the changing financial needs of industries, IDBI has
also designed other products to meet the short term
funding, core working capital and other short term
requirements of industrial units. It also offers fee-based
services in the areas of merchant banking, corporate
advisory services, forex services, etc. IDBI has also
set up subsidiaries and associates to offer banking
products & services, capital market and trusteeship
services, as also registrar and transfer services
structured to meet customised client requirements.
For meeting the fund requirements thereof as well
as towards its various other business operations,
IDBI raises resources directly from the market (at
market - related interest rates) from retail as well
as institutional investors - both within India and
abroad, through a variety of investor-friendly instruments.
IDBI's resource raising efforts have brought it closer
to all sections of society.
Resource Raising
IDBI has been mobilising resources through a combination
of debt and equity. It made a public issue of equity
shares in 1995 in terms of the Offer Document approved
by SEBI. IDBI's shares are listed on National Stock
Exchange and Mumbai Stock Exchange. The shares can
be held in dematerialised (demat) form in National
Securities Depository Ltd. (NSDL) or Central Depository
Services (India) Ltd. (CDSL). NSDL/CDSL are depositories
where the securities of an investor are held in electronic
form through the medium of Depository Participants
(DPs). This facility obviates the difficulties of
loss, signing of transfer deeds, delay in transfer,
etc. and offers scope for paperless trading.
IDBI also raises funds from the public through public
issues of unsecured bonds. The objective of various
bond issues is to part finance funding requirement
of IDBI and at the same time provide appropriate investment
opportunities for the retail investors. The three
Registrars appointed by IDBI for various public issues
have also been retained for servicing the public issues
of IDBI.
The addresses of these
Registrars are:
M/s.
Karvy Computershare Private Ltd.,
Karvy House,Avenue 4, Street No.1,
Banjara Hills,
Hyderabad - 500 034. |
Tel.No.
(040) 23312454, 23320251/ 751/752
Fax No. (040) 2331 9434 / 1968, 23323049
E-mail :mailmanager@karvy.com |
Investor
Services of India Ltd.
IDBI Bldg.,2nd Floor, "A" Wing,
Plot Nos.39, 40 & 41,
Sector 11, CBD Belapur,
Navi Mumbai - 400 614. |
Tel
No. (022) 27579636-44
Fax No. (022) 27579650
E-mail :series1@isilindia.com
flexi21@isilindia.com |
M/s.
DATAMATICS Financial Software & Services Ltd.
Plot No.A-16 & A-17, Part-B,
Cross Lane, MIDC, Marol, Andheri (E),
Mumbai - 400093. |
Tel
No. (022) 28200540/538 / 28375519 / 28213383-92
Fax No. (022) 28369408
E-mail : idbiflexi@dfssl.com |
Investor
Relations
IDBI has designed a customer-friendly website (www.idbi.com)
which contains complete information about the organisation,
its products and services, investment opportunities
and various deposit schemes. It also has a contact
system for the convenience of posting investors' queries
which are responded to on a real-time basis.
In order to create the requisite awareness among investors,
a booklet containing guidelines to its shareholders
is brought out by IDBI and made available to investors
on a complimentary basis.
IDBI has an exclusive team of officers to attend to
post-issue complaints / suggestions of equity holders
and bond holders.
Besides, IDBI has set up an Customer Relations Management
Cell at its Head Office to attend to grievances of
investors. The Cell is managed by experienced and
trained personnel from IDBI and assisted by representatives
of the three Registrars, namely, Investor Services
of India Ltd., Karvy Computershare Private Ltd. and
Datamatics Financial Software & Services Ltd.
Orientation of Staff for Investor Service
IDBI makes significant efforts to motivate its staff
and inculcate in them the spirit of prompt and diligent
servicing, aimed at securing investor satisfaction.
Over the years, IDBI has put in every effort to bring
about excellence in the service provided and to meet
the increasing / changing training needs of the employees,
in the evolving business scenario.
Grievance Redressal Procedure
The following avenues are open to the investors for
redressal of their grievances:
-
Oral representations
to IDBI officials at HO/Branch Office convenient
to the investor;
-
Written representation
to the Officer-in-charge of the Branch Office
nearest to his/her station or to Head Office.
-
Complaints/Suggestion
boxes are also placed at the main entrance/gate
of each office for the convenience of investors.
-
Written complaint
can be sent to SEBI/RBI/DOCA for redressal.
-
Complaint proforma
has been made available on IDBI website (copy
appended for ready reference).
-
Investors' feedback
form is attached which may be filled and dropped
in the suggestion box at the IDBI, Head Office
/ Branch or mailed to the General Manager, DOMESTIC
RESOURCES DEPT.(Customer Relations Management
Cell), IDBI, IDBI Tower, 7TH FLOOR, Cuffe Parade,
Mumbai 400 005. TEL. NO.(022) - 2216 4385 / 2215
1051; FAX NO. (022) – 2218 0930; EMAIL ID: ird@idbi.co.in.
Time Frame for Various Investor
Services
It is the endeavour of IDBI to provide prompt and efficient
service to its investing public. An indicative time
frame for attending to various investor grievances is
given below.
| Job
Description |
Time-frame |
| Allotment
of Securities/bonds |
Within 30 days of closure
of the public issue |
| Refund
of application money in case of non-allotment |
Within 30 days of closure
of the public issue and with interest for
the period of delay beyond 30 days, if any. |
| Payment
of interest/dividend |
On due dates (Investors
are requested to refer to the instrument for
ascertaining the due date) |
| Redemption
payment of securities |
On maturity dates as pre-determined
and notified in the Offer Document. |
| In case
of early redemption of securities |
Within 30 days after surrender
of the instrument duly discharged by the holder(s) |
| Duplicate
issue of Bonds |
Within 6 weeks of receipt
of request along with all relevant documents
such as indemnity bond/surety and undertaking. |
| Postal
loss of certificate(s) |
Only after necessary notification
regarding the loss/non-receipt of the original
share certificate is given in the newspapers.
|
| Duplicate
issue of interest warrants/dividend warrants |
Within 20 days after the
expiry of the currency of the warrant and
on receipt of relevant documents such as indemnity
bond/surety, subject to receipt of reconciliation
from Bankers. |
| Revalidation
of interest warrants |
Immediately over the counter
if the request has come within six months
from the date of issue of the warrant; otherwise
duplicate warrant will be issued within 20
days. |
| Revalidation
of dividend warrants |
On expiry of the validity
period, subject to receipt of reconciliation
from Banks. |
| Change
of address |
Immediately on receipt
of information |
| Change
in Bank Mandate |
Immediately on receipt
of information |
| Request
for transmission of securities in case of
death of single holder |
Transmission will be effected
within 30 days after receipt of securities
alongwith all relevant documents such as attested
copy of the will, attested copy of the death
certificate, attested copy of court order/succession
certificate /Letter of administration for
effecting the transmission. |
| Request
for transmission of securities in case of
death of one of the holders in a joint holding |
Within 30
days of the receipt of original securities
and an attested copy of the death certificate. |
| Request
for transfer of share certificate |
Within 30
days of lodgment of securities. |
| Request
for consolidation of share certificates |
Within 30
days of lodgment of securities. |
| Request
for change in name consequent upon change
in marital status |
Within 30 days of receipt
of original certificates along with attested
copy of marriage certificate or decree of
divorce issued by competent authority, old
specimen signature and new specimen signature
duly attested by the banker. |
Nodal Officer
for Investor Grievances
Shri Vinay Barot
Assistant General Manager
IDBI, CPU
Central Road, MIDC Plot No. 82/83,
Road No. 7, Street No. 15,
Mahakali Caves Road,
Andheri, Mumbai - 400 093.
Tel No. (022) 66977530
Email:vb.barot@idbi.co.in
Code of Business Principles
Business Partners
IDBI is committed to establishing mutually beneficial
relations with its customers and business partners.
It also expects its partners to adhere to business
principles consistent with its own, in all its business
dealings.
Business Integrity
IDBI shall not give or receive, whether directly or
indirectly, bribes or other improper advantages for
business or financial gain. No employee may offer,
give or receive any gift or payment, which is, or
may be construed as being, a bribe. Any demand for,
or offer of, a bribe must be rejected immediately
and reported to management.
Community Involvement
IDBI strives to be a trusted corporate citizen and,
as an integral part of society, to fulfil its responsibilities
to the societies and communities in which it operates.
| All the
services and commitments are honoured without
the citizen having to pay any bribe |
|
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