Address

• Please mention working hours of each escalation level (eg. Mon-Sat; 9:00 am to 12:30 pm and 2:00 pm to 6:00 pm).

• Same contact number shall not be mentioned for more than one or all escalation levels.

• Contact numbers mentioned shall be handled by the escalated person.

• Ensure the contact numbers mentioned are reachable.

• Ensure IVRS allows caller to the reach the desired escalated level.

iii. Step by step procedures for opening an account, filing a complaint on designated email id, and finding out the status of the complaint etc.

a)Detailed write up on procedure for opening an account along with Flowchart and video if any (optional).

b) Step-1- Checking of all KYC/KRA documents of the clients at the time of account opening

c) Step-2- Complete all the required fields of the KYC/KRA forms/documents, if any discrepancy found at step-1

d) Step-3- Checking for IPV, if it is done or not by an Authorised Person. If IPV is not performed by the AP, the officials of the Company shall perform IPV and affix the stamp of the Company.

e) e) Step-4-Scanning of all KYC/KRA forms for uploading on KRA Portal.

e) Step-4-Scanning of all KYC/KRA forms for uploading on KRA Portal.

f) Step-5- Whiteout/hide the Aadhaar no. of the Client except last 4 digits.

g) Step-6- Capturing the KYC/KRA details of the clients on www.cvlkra.com by entering login credentials of the Company within the prescribed period of 10 days from date of account opening. In case KYC/KRA information of the client already available on the KRA portal, the same shall be verified with KYC details submitted by the client with account opening forms and the KYC details available on KRA portal shall be modified in case of any change.

h) Step-7- Uploading the scanned KYC/KRA details on KRA portal.

i) Step-8- Status checking for captured KRA on a daily basis and if discrepancy found the client shall be informed by the Company to remove such discrepancy and submit the further documents if any. Thereafter, the data shall be captured again to remove the discrepancies

• (A) Register on Scores Portal (www.scores.gov.in)

• (B) Mandatory details for filing complaint on Scores

o (a) Name

o (b) PAN

o (c) Address

o (d) Mobile No.

o (e) Email-ID

• (A)) Effective Communication

• (B) Speedy redressal of the grievances

o (a) Select the link :https://www.mcxindia.com/Investor-Services/grievances/register-e-complaint

o (b) Click the Register Complain

o (c) Create log id

o (d) Follow step by step to lodge complain

o (e) Select the link to track complain status: https://www.mcxindia.com/Investor-Services/ grievances/
Complaint-status

In absence of response/complaint not addressed to your satisfaction, you may lodge a complaint with SEBI at https://scores.gov.in/scores/Welcome.html or Exchange at https://www.mcxindia.com/Investor-Services . Please quote your Service Ticket/Complaint Ref No. while raising your complaint at SEBI SCORES/Exchange portal.