FAQs

    • You should address complaint to the Corporate Office at Mumbai:
       
      Ace Derivatives and Commodity Exchange Ltd
      Investor Grievances Cell
      C/o. Legal & Compliance Department
      4th Floor, Building No. 4, Infinity I.T. Park,
      Gen. A. K. Vaidya Marg, Malad (E),
      Mumbai – 400 097
      Tel: +91 22 6670 9200
       
    • The following investor complaints are taken up for redressal by the Investor Grievance Committee:
      • Complaints relating to trades that are executed on the Exchange Platform.
      • Complaints in cases where no settlement could be reached between the trading member and the complainant for settlement of claims .
      • Complaints against trading members on account of the following:
        • Non- receipt of documents viz member client agreement, contract notes, settlement of accounts etc.
        • Non- refund of margin security deposit given to the member.
        • Non receipt of commodity after purchase on a settlement of a contract.
        • Non-receipt/Delayed receipt of credit balance as per the statement of Account.
        • Execution of trades without consent of investor / client.
        • Unauthorized charges being levied in Account.
      • Complaints in cases where the member has surrendered his membership and the complainant has approached the Exchange before expiry of the time mentioned in the public notice advertised by the Exchange
      • Such other matters which are ancillary or incidental to the trades done on Exchange platform and that are within the purview of the Rules, Bye-laws and Business Rules of the Exchange.
    • The Complainant may fill only mandatory marked (*) columns in the Investor Complaint Form and submit the same to the Exchange. But, it is advisable to give as much information as is available with the Complainant for judicious processing of the complaint.
    • Investor complaining against the registered member is required to enclose the following, if available, with them along with their complaint form/ letter/ email etc as the case may be:
      • Member Client Agreement, KYC documents and Risk Disclosure Agreements (executed copy )
      • Acknowledged copy of contract notes (in case contract notes have been received in physical form) email copy of contract notes (in case contract notes have been received in electronic form)
      • Proof of payment made by the investors
      • Such other documents which may be of assistance in substantiating the genuineness of the case
    • The Exchange shall take approximately sixty (60) days to resolve a complaint.
    • Yes, in the event the complaints are not resolved through the clarifications given by the member, the parties to the dispute shall be provided an opportunity to represent their matter in the conciliation meeting to be arranged by the Exchange for the redressal of the grievance. Currently these conciliation proceedings are organized only at Mumbai.
    • The Investor may invoke Arbitration Mechanism of the Exchange as per the provisions of Rules, Byelaws and Business Rules of the Exchange.