Investor Support Center

S.No Nature of Services Turn Around Time
(business days) *		 RTA+BSE/NSE
Timeline		 SEBI prescribed
timelines
A Investor Service Request
1 Change/Updation of Bank Details. T+6 T+10 15
2 Registration of Multiple Bank Mandate. T+6 T+10 30
3 Change/Updation of PAN. T+3 T+7 15
4 Consolidation of Folios. T+16 T+20 30
5 Registration & Cancellation of SIP/STP/SWP. T+16 T+20 30
6 Request for Account Statement. T+3 T+7 30
7 Request for Capital Gain Statement. T+3 T+7 30
8 Change of IDCW Option. T+3 T+7 15
9 Change of Guardian. T+3 T+7 30
10 Change of Mode of Holding. T+3 T+7 30
11 Change of Signature. T+6 T+10 30
12 Change of Tax Status. T+3 T+7 30
13 Change/Correction of Name. T+3 T+7 30
14 Processing of Transmission. T+10 T+14 21
15 Processing of Dematerialisation. T+15# T+19 15
16 Processing of Re-materialization. T+30# T+34 30
17 Registration of One Time Mandate [OTM]. T+10# T+14 30
18 Registration of Power of Attorney [POA]. T+6 T+10 30
19 Registration/Updation/Modification of Nominee. T+3 T+7 30
20 Registration of IDCW Transfer Plan. T+6 T+10 30
21 Change of Address (Non-KYC investors). T+3 T+7 15
22 Updation of FATCA/CRS information. T+3 T+7 30
23 Updation of KYC Status. T+6 T+10 30
24 Updation of Minor Attaining Major. T+6 T+10 30
25 Registration of Power of Attorney [POA]. T+3 T+7 30
26 Updation of Ultimate Beneficiary Ownership. T+6 T+10 30
27 Revalidation of IDCW/Redemption cheques. T+6 T+10 15
28 Any other service request not covered above. T+6 T+10 30
29 Responding to the queries/redressal of grievances and complaints. T+30 T+34 30
30 Timeline for allotment of MF units during New Fund Offer (NFO). 5 business days from the
NFO closure date		 T+9 6
32 Dispatch of NFO SOA, Allotment advice for Demat holdings,
and Corporate Action for investors who desired allotment of units in demat form.		 5 business days from the
NFO closure date		 T+9 6
33 Issuance of Refunds, where applicable. 5 business days from the
closure date		 T+9 6
Note:- After given TAT is over then raise your query
  1. T’ refers to the business day of receipt of the request at the 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 Prithvi Money Mumbai offices where the Said AMC getting serviced like revalidation of cheques, change of bank mandate proofs, transmission, etc.
  7. Prithvi Money 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 Prithvi Money, as MFD, on behalf of the mutual funds serviced by Prithvi Money IMF Pvt Ltd.
  2. In case of any grievances, approach Prithvi Money Compliance Officer (Chandan Pandey) E-Mail Id:- chandan@prithvimoney.com / AMC Mutual Fund or SEBI for resolution within the prescribed timelines.
Do's and Don’ts for Investors
  1. Follow up diligently and promptly if you have not received the statement of accounts / IDCW / redemption proceeds etc.
  2. Ensure that a 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 direct credit of the IDCW/Redemption proceeds.
  8. Ensure to seek clarity/assistance with your distributor Prithvi Money 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 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 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.
Don’ts’s
  1. Do not keep your folios without PAN / Nomination.
  2. Do not deal with unauthorized persons for any investor service requests such as a change in / updating of address, email address, mobile number, and bank details.
  3. Do not leave the Email / Mobile/bank account and other mandatory/critical details column blank while applying.
  4. Do not share confidential information like mutual fund investments, viz folio number, bank details specimen signature, KYC documents etc. with unknown persons.
  5. Don’t hesitate to approach Asset Management Company (AMC)/ Prithvi Money for redressal of any grievances/ for seeking clarifications.
  6. Do not ignore any communication/alert received from Prithvi Money / AMC.
  7. Do not share a password with any other person if you are using online modes or ‘mobile apps’.
  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. Investors shall check the website of Prithvi Money for the dedicated grievance e-mail ID and other relevant details of the grievance redressal division/compliance officer of the mutual fund(s) to register grievances/complaints. Investors can also raise their grievances/complaints on the Prithvi Money website or refer to the investor relations officer of the respective mutual fund available on the SID / AMC website.
  2. Investors can also register their Queries/Complaints/grievances through the dedicated call centre/helpdesk / Investor Service Centres of Prithvi Money through WhatsApp / email for any queries or concerns. Investors can also submit physical letters to express their concerns.
  3. If the responses are not satisfactory in the above modes of complaints/grievances, aggrieved investors can escalate to the Prithvi Money Compliance Officer (Chandan Pandey) E-Mail Id:- chandan@prithvimoney.com by quoting the relevant complaints reference numbers. Please visit www.prithvimoney.com for more details.
Grievance Redressal Mechanism at SEBI

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

While complaining it is necessary for investors to mention the following:

  1. Nature of Complaint
  2. Name of Issuer Company
  3. Folio number
  4. Full Name of the 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

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