Classification of Investor interactions

1. What is FTR ?

• taking up the case to the concerned team and providing the resolution

• Resolution given to the investor/MFD in the first point of contact

• Formal Technical Review (FTR)

• none of the options

Case to be tagged under ____ if investor has requested for SOA

• Request

• Complaint

• Grievence

• Query

Associate shared the NFO/application form viz. email to investor. Where the case will be tagged ?

• Query

• Request

• Complaint

• Grievence

Investor given the Change of Bank request, the request is in pending state since last 10 working days, where the case should be tagged ?

• Complaint

• Request

• Query

• Grievence

Investor has updated his KYC through KRA platform and there is discrepancy in his folio pertaining to KYC, where the case needs to be tagged in ? (investor has already checked with the KRA and no issue from their end)

• Query

• Request

• Complaint

• Grievance

Which case to be tagged under Grievance ?

• TAT breached cases

• FTR cases

• transaction through Channel partner/ MFU / other intermediary where discrepancy is not done at AMC/CAMS level.

• Delayed in responding to investor cases

Contact details updated in mf360 is not as per the investor given request (request given offline),where the case will be tagged in ?

• Request

• complaint

• request

• Grievance

Which case to be tagged under Complaint ?

• Data entry errors

• Request rejection cases

• Transaction done through Channel/ MFU

• contact details removed from folio due to self declaration not provided

If there is any error done by banker's end then case needs to tagged under ? (Investor has already contacted his bank and no issue from their end)

• Query

• Request

• Complaint

• Grievance

Any misguidance/ incorrect information provided to investor by Branch then case needs to be tagged under ? (which cannot be proved)

• Query

• Request

• Complaint

• Grievance