Securities and Exchange Board of India (SEBI) has introduced SCORES 2.0, a new version of the SEBI Complaint Redressal System, to improve the way investor complaints are handled in the securities market. The new version aims to simplify the process by adding features like auto-routing, auto-escalation, and monitoring, which help in reducing timelines and making it easier to use.

SCORES is a system that allows investors to file complaints in the securities market through web URLs and an app. The new version, SCORES 2.0, brings in several improvements, including reduced and consistent timelines for complaint resolution (21 calendar days), auto-routing of complaints, monitoring by designated bodies, two levels of review, auto-escalation of complaints, and integration with the KYC Registration Agency database for easy investor registration.

The following measures have been implemented to streamline the redressal of investor complaints in the Securities Market:

i) Investor complaints will now be resolved within 21 calendar days from the date of receipt.

ii) Complaints will be automatically routed to the relevant regulated entity to eliminate delays in processing.

iii) Designated bodies will monitor the timely resolution of investor complaints.

iv) Two levels of review will be provided – first, by the Designated Body, and if the investor is still dissatisfied, a second by SEBI’s review.

v) Complaints will be automatically escalated to the next level if the prescribed timelines are not adhered to.

vi) Integration with the KYC Registration Agency database will facilitate easy investor registration onto SCORES.

The old app has been stopped, and since April 01, 2024, investors can only file complaints through the new version of SCORES, which is available at https://scores.sebi.gov.in. They can also check the status of their previously lodged complaints and view resolved complaints from the old SCORES in SCORES 2.0.