Regulatory Alerts2025-05-19
Added · Updated
Securities (Capital Market Operators) (Complaints Handling Requirements) Rules, 2020
These Rules establish mandatory internal complaints handling procedures for capital market operators, requiring the development of board-approved policies, dedicated complaints handling officers, and a centralized electronic complaints database retained for ten years. Operators must acknowledge complaints in writing within five days, initiate investigations within five working days, and resolve matters within thirty days, with extensions limited to an additional thirty days upon Commission approval. The regulations mandate fair and impartial handling, prohibit fees for lodging complaints, require disclosure of conflict of interest, and impose enforcement measures and penalties for non-compliance.
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