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ISR 1
 

Register/Change PAN & KYC Details
 

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ISR 2
 

Confirmation of Signature of securities holder by Bank
 

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ISR 3
 

Declaration to Opting out Nomination
 

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SH 14
 

Cancellation of Nomination
 

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Investor Charter- Registrar to an Issue and Share Tranfer Agent(RTI/STA)
Vision
 

To be a trusted, transparent and prompt service provider to the investors, KFIN aims to conform to the highest standards of compliance, confidentiality and professionalism in conduct to meet the obligations towards investors in Indian Mutual Funds.

Mission

  1. To maintain high standards of integrity in the conduct of its business by fulfilling its obligations in a prompt, ethical and professional manner.
  2. To comply with all regulatory requirements in a time bound manner.
  3. To facilitate prompt service to investors by and through streamlining the process and harnessing technology.
  4. To facilitate easy approach, communication, and interface with investors to resolve their queries / grievances.

Services provided by KFIN, as RTA to Mutual Fund investors

  1. Established Investor service Centres (183) across the country for easy access, service and transaction submission.
  2. Online transacting platforms for the submission of the Financial / Nonfinancial transactions through website / mobile applications for the convenience of investors and distributors.
  3. Receipt and Processing of physical Applications / Transaction requests through ISCs for all the financial transactions like Purchase / Redemption / Switches.
  4. Other than financial transactions, all non-financial transactions (Change of Bank, Nomination, Contact details, Email, Mobile, Transmission, KYC updation, PAN updation, Multiple bank mandate, Power of Attorney, Signature updation, Consolidation, Name change, Form 15 G/H updation, FATCA etc) received through Physical / Online, are serviced and processed as per the regulatory norms within the applicable TAT.
  5. KYC related activities are handled on behalf of our clients to process the transactions.
  6. Systematic transactions – Registrations, NIGO related communications, Processing the transactions and dispatch/ trigger of account statements on the applicable dates.
  7. Facilitates investors with an option to retrieve online Account statement, Capital Gain Statement, Portfolio statement, Grandfather Statement, Visually impaired SOA etc with an easy and secured way of communication.
  8. Processing of other requests, viz., recording of declaration w.r.t. exemption / lower tax rates for TDS on dividend/interest, revalidation and reissue of dividend and interest instruments
  9. Processing of IDCW transactions, dispatching warrants, enabling direct payments of IDCW, tracking and updating the undelivered returned warrants, information to investors, and revalidation of the expired warrants.
  10. Investment of the Unpaid / Unclaimed IDCW/Redemption warrants in the unclaimed schemes and providing the information to investors in their Statement of accounts on the same.
  11. Processing of Grievance/Complaints received through emails, Telephonic calls, Letters and those through SCORES as well, Understanding, Identification of Root cause, remedial actions, and final communication to investors with detailed explanation.
  12. Dematerialization and Re-materialisation of MF units as received from the respective depositories.
  13. Adherence and implementation of the regulatory circulars/requirements on time to ensure seamless service

Timelines pertaining to various services provided by KFIN to investors

S. No Nature of Services Turn Around Time (business days) * SEBI prescribed timelines
A Investor Service Request
1 Change/Updation of Bank Details. T+6 15
2 Registration of Multiple Bank Mandate. T+6 30
3 Change/Updation of PAN. T+3 15
4 Consolidation of Folios. T+16 30
5 Registration & Cancellation of SIP/STP/SWP. T+16 30
6 Request for Account Statement. T+3 30
7 Request for Capital Gain Statement. T+3 30
8 Change of IDCW Option. T+3 15
9 Change of Guardian. T+3 30
10 Change of Mode of Holding. T+3 30
11 Change of Signature. T+6 30
12 Change of Tax Status. T+3 30
13 Change/Correction of Name. T+3 30
14 Processing of Transmission. T+10 21
15 Processing of Dematerialisation. T+15# 15
16 Processing of Re-materialization. T+30# 30
17 Registration of One Time Mandate [OTM]. T+10# 30
18 Registration of Power of Attorney [POA]. T+6 30
19 Registration/Updation/Modification of Nominee. T+3 30
20 Registration of IDCW Transfer Plan. T+6 30
21 Change of Address (Non-KYC investors). T+3 15
22 Updation of FATCA/CRS information. T+3 30
23 Updation of KYC Status. T+6 30
24 Updation of Minor Attaining Major. T+6 30
25 Registration of Power of Attorney [POA]. T+3 30
26 Updation of Ultimate Beneficiary Ownership. T+6 30
27 Revalidation of IDCW/Redemption cheques. T+6 15
28 Any other service request not covered above. T+6 30
B Grievance
1 Providing response to the queries / redressal of grievances and complaints. T+30 30
C NFO activities
1 Timeline for allotment of MF units during New Fund Offer (NFO). 5 business days from NFO closure date 6
2 Dispatch of NFO SOA, Allotment advice for Demat holdings, Corporate Action for investors who desired allotment of units in demat form. 5 business days from NFO closure date 6
3 5 business days from NFO closure date 5 business days from NFO closure date 6

Note
  1. T’ refers to the business day of receipt of request at official point of acceptance or by email or through online mode. In case the service request is submitted on a non-business day, the next business day would be considered as date of receipt. Business days exclude Saturdays and Sundays, Public Holidays, and other declared local holidays.
  2. Turnaround time (TAT) specified above is only indicative and actual TAT may vary from Fund to Fund as per internal policies/procedures.
  3. # denotes timelines from the date of receipt from the respective Depository Participant.
  4. Investors who are holding units in Demat mode should contact the respective Depository Participant (DP) and the above specified TAT shall not apply for such category of investors.
  5. Actual TAT may get extended if there is any dependency on external parties like Banks, payment service providers, couriers, etc.
  6. TAT may be slightly higher where processing is expected based on original documents that are required to reach KFIN Hyderabad / Chennai offices where the Said AMC getting serviced like revalidation of cheques, change of bank mandate proofs, transmission, etc.
  7. KFIN reserves the right to modify the stated service standards from time to time without any prior notification, including due to any change in guidelines from SEBI/AMFI.
Rights of Investors

  1. Receive all benefits / material information / communication / services from KFIN, as RTA, on behalf of the mutual funds serviced by KFIN.
  2. In case of any grievances, approach KFIN or Mutual Fund or SEBI for resolution within the prescribed timelines.

Do's and Dont's for Investors

 Do's

  1. Follow up diligently and promptly if you have not received the statement of accounts / IDCW / redemption proceeds etc.
  2. Ensure that valid PAN is registered in all your folios of mutual funds you have invested, for you / your joint holders.
  3. Ensure to link your Aadhaar with your PAN within the stipulated timelines as mandated by the regulator.
  4. Ensure nomination is registered for all your mutual fund folio(s) without fail.
  5. Ensure to update your KYC details as and when any change in your address/contact details, to avoid any loss of communication / fraudulent attempts.
  6. Ensure to update your folios with the latest Email / Mobile number / Bank details / Address / Nomination for the safety of your investments.
  7. Ensure to update your portfolios with the IFSC codes to enable the RTA for a direct credit of the IDCW/Redemption proceeds.
  8. Ensure to seek clarity / assistance with your distributor or KFintech or AMC, on any new implementation in the financial markets.
  9. Ensure to read all the messages / alerts received from the RTA / AMCs regarding your mutual fund investments to keep track of your investments. This is to protect your investments from the fraudulent attempts.
  10. Ensure to Invest by issuing payments in the name of the Mutual fund / scheme only.
  11. Ensure to block out your aadhaar number, while submitting it as a proof for any purpose.
  12. Ensure to read all the Scheme related documents and the risks involved.
  13. Ensure to mention your folio number / PAN in all the communications you make with your RTA / AMC for an easy and speedy resolution.

 Dont's

  1. Do not keep your folios without PAN / Nomination.
  2. Do not deal with unauthorized persons for any investor service requests such as change in / updation of address, email address, mobile number, and bank details.
  3. Do not leave Email / Mobile / bank account and other mandatory / critical details column blank while submitting the application.
  4. Do not share confidential information like mutual fund investments, viz folio number, bank details specimen signature, KYC documents etc. with unknown person.
  5. Don’t hesitate to approach Asset Management Company (AMC)/KFIN for redressal of any grievances/ for seeking clarifications.
  6. Do not ignore any communication / alert received from KFIN / AMC.
  7. Do not share password with any other person if you are using online modes or ‘mobileapp’.
  8. Do not issue blank cheques or blank signed transaction instructions.
  9. Do not use third-party bank accounts for fund flows for subscription or redemption of units.

Grievance Redressal Mechanism at RTA or concerned Mutual Fund

  1. Investor shall check the website of KFIN for the dedicated grievance e-mail ID and other relevant details of the grievance redressal division / compliance officer of the mutual fund(s) for the purpose of registering grievances / complaints. Investors can also raise their grievance / complaints in KFin website or can refer to the Investors Relations officer of the respective mutual fund available in the SID / AMC website.
  2. Investors can also register their Queries/Complaints/grievances through the dedicated call center / helpdesk / Investor Service Centres of KFIN through the toll-free number / whatsapp / email for any queries or concerns. Investors can also submit physical letter to express their concerns.
  3. If the responses are not satisfactory in the above modes of complaints/grievances, aggrieved investor can escalate to KFIN Compliance Officer or to the Managing Director by quoting the relevant complaints reference numbers. Please visit www.mfs.kfintech.com for more details.

Grievance Redressal Mechanism at SEBI


If the investor is not satisfied with the redressal / solution provided by the RTA / AMC, investor can lodge the complaint on the SEBI SCORES - SEBI Complaints Redress System – (a web based centralized grievance redressal system of SEBI) at https://scores.gov.in.

While lodging a complaint it is necessary for investor to mention the following:

  1. Nature of Complaint
  2. Name of Issuer Company
  3. Folio number
  4. Full Name of investor
  5. E-mail address and mobile number
  6. Reference to any previous correspondence made in this regard
  7. Provide the relevant documents and also update KYC and details, if there are any changes


S No Received From Carried forward from
previous month
Received during
the month
Total Pending# Resolved* Pending at the end of the month** Average Resolution
time^ (in days)
           
Pending for less than 3 months Pending for more than 3 months
 
1 Directly from Investors 4 125 8 121
8 0
4.19
2 SEBI (SCORES) 0 44 3 41
3 0
4.07
3 Stock Exchanges (if relevant) 0 0 0 0
0 0
0
4 Other Sources (if any) 0 13 0 13
0 0
1.4
5 Grand Total 4 182 11 175
11 0
2.41

  1. * Includes complaints of previous months resolved in the current month, if any.
  2. ** Include total complaints pending as on the last day of the month, if any.
  3. ^ Average resolution time is the sum total of time taken to resolve each complaint in the current month divided by total number of complaints resolved in the current month.


S No Received From Carried forward from
previous month
Received during
the month
Total Pending# Resolved* Pending at the end of the month** Average Resolution
time^ (in days)
           
Pending for less than 3 months Pending for more than 3 months
 
1 Directly from Investors 8 0 0 8
8 0
10
2 SEBI (SCORES) 3 9 0 12
0 0
9
3 Stock Exchanges (if relevant) 0 0 0 0
0 0
NA
4 Other Sources (if any) 0 2 0 2
0 0
6.5
5 Grand Total 11 11 0 22
   
 

  1. The above are Complaints received at KFIN, Mutual Fund section, related to its digital platforms or general services. It includes complaints raised at KFIN SCORES. If there is any Fund specific service-related complaint, it will be reported in the website of the respective Fund house and AMFI.

Data for the month ending March, 2022

S No Received From Carried forward from
previous month
Received during
the month
Total Pending Resolved Pending at the end of the month Average Resolution
time (in days)
           
Pending for less than 3 months Pending for more than 3 months
 
1 Directly from Investors 0 3 0 3
0 0
11
2 SEBI (SCORES) 0 10 0 6
4 0
1
3 Stock Exchanges (if relevant) 0 0 0 0
0 0
NA
4 Other Sources (if any) 0 2 0 2
0 0
10.5
5 Grand Total 0 15 0 11
4  
7.5

  1. The above are Complaints received at KFIN - Mutual Fund section, related to its digital platforms or general services. It includes complaints raised at KFIN SCORES. If there is any Fund specific service-related complaint, it will be reported in the website of the respective Fund house and AMFI.