Complaint Handling & Grievance Redressal Policy

1. Objective

To provide a fair, transparent and time-bound grievance redressal mechanism for clients and consumers of Bonanza Portfolio (IFSC), in compliance with the IFSCA “Complaint Handling & Grievance Redressal in IFSC” framework.

2. Definition of Complaint

A “Complaint” means any written (including electronic) communication by a client or consumer regarding dissatisfaction or grievance arising from services or products offered by Bonanza Portfolio (IFSC). Complaints may relate to:

• Account opening / KYC / documentation issues
• Trading, execution, settlement, or clearing (on India INX / NSE IFSC)
• Funds or securities handling / transfer issues
• Fees / charges / billing / contract-note / statement disputes
• Service quality, system outages, delays, or staff conduct
• Any other regulatory or contractual grievance related to IFSC operations

Not considered a complaint: anonymous or incomplete submissions, general feedback or suggestions, information requests (unless part of a dispute), or grievances regarding unregulated / non-IFSC services.

3. Grievance-Handling Officers & Contact

4. How to Submit a Complaint

The complaint may submit via any of the following channels:

• Email to cr@bonanzaonline.com
• Physical / postal letter addressed to the company’s registered address
• Through complaint portal of India INX / NSE IFSC (for exchange/trade-related grievances)
  https://www.indiainx.com/static/investor_relations.aspx
  https://www.nseix.com/complainthandling/grievances
• At any time during business hours — writes must include full name, client ID/Account number, contact details, nature of complaint, and supporting documents

5. Complaint Handling Process & Timelines

6. Escalation Path

If unsatisfied after internal appeal:

1. For issues related to trading/clearing operations on India INX / NSE IFSC → the complainant may approach the exchange’s grievance / dispute resolution mechanism.
2. If still unresolved, or if Exchange fails to address complaint satisfactorily → the complainant may escalate to IFSCA by emailing grievance-redressal@ifsca.gov.in, preferably within 21 days of final decision by RE / Exchange.

7. Record-Keeping & Reporting

• All complaint records (received complaints, correspondence, documents/evidence reviewed, decisions, reasons for rejection, timelines) will be maintained in retrievable electronic form for a minimum of 6 years after disposal.
• Annual summary of grievances (number received / resolved / pending / rejected) will be published on the company website (or IFSC-activity report) — or included in annual disclosures if required by IFSCA / Exchange.

8. Disclosure & Website Publishing

This policy, name & contact details of CRO & CRAO, complaint submission methods, escalation mechanism (including Exchange & IFSCA), and grievance-redressal procedure will be made publicly available under the “Grievance Redressal” / “Investor Protection” section on the Bonanza IFSC website.

9. Review & Updating of Policy

The policy shall be reviewed whenever relevant changes or regulatory requirements arise, or upon directions from IFSCA or the Exchanges. Any amendments shall be approved by the Board or the authorised governing body.

10. Rights of the Client

Under this policy, clients have the right to:

• Fair, transparent and impartial handling of their complaint
• Receive acknowledgement, status updates, and final decision within prescribed timeframes
• Appeal against unsatisfactory decisions
• Escalate to Exchange / IFSCA, if internal resolution fails