Solutions for the frequent queries

Surveillance	Definition	Process	Alternative Process	Pros and Cons
Scrip wise Limit - only the ones that are blocked by Surveillance	Scrip Limit request raised by Franchisee/ Branch/Associates, for those scrips which are blocked by Surveillance on Global level as well as Client wise.	Limit request for the scrips which are blocked by Surveillance, either clientwise or at Global level should be routed through CSE on call for Surveillance approval.	Use BiZ OPSLimit Request
Surveillance Callings	Queries related to Surveillance trade confirmation calling is tagged under this option	Please follow Process, as per below calling status:- (i)Not Aware: BA to submit Ledger confirmation, DP Transaction statement and Complaint withdrawal letter duly signed by client at earliest only through WIRE+ -> RMS -> Surveillance Reporting System or BizOps -> Sites -> Surveillance Reporting System, till then client’s suspension will not be revoked. (ii) Language Problem: BA to submit Ledger confirmation duly signed by client at earliest only through WIRE+ -> RMS -> Surveillance Reporting System or BizOps -> Sites -> Surveillance Reporting System. (iii)Not Contactable and Call Back : a) Ask clients to call MOSL Surveillance Team on phone number 022-39982560, from their registered telephone / mobile number between 09.30 am to 5 pm during weekdays (Monday to Friday). OR b) Provide us the ledger (All segment) & DP Transaction statement of last 6 months, duly signed by the client(s) and upload these documents through WIRE+ -> RMS -> Surveillance Reporting System or BizOps -> Sites -> Surveillance Reporting System. Also hard copy of the said documents shall be sent to HO. (Said documents submitted through query@motilaloswal.com or surveillance@motilaloswal.com will not be considered.) OR c) Ask client to send Email Confirmation on MOSL Email ID surveillance@motilaloswal.com from his registered email id stating that he is fully aware about transactions done in his A/c along with ledger statement (All segment) and DP Transaction Statement of Last 6 months duly signed by client. OR d) Please get the alternate mobile number updated in Back Office through modification process if client contact details have changed due any reason e.g shifted to different state/country and update us about the same, so that we can reach the client(s) and obtain confirmation of the trade executed in his/their A/c.	(i) Not Contactable Clients:- Please do let us know about Clients Calling Preference time between 09 am to 5pm, so that we can contact such not contactable clients on their available time. (ii) Check Calling Status in WIRE+ -> RMS -> Surveillance Reporting System or BizOps -> Sites -> Surveillance Reporting System. (iii) Refer Process updated in above mentioned path and follow the same.	Pros:- (i) To prevent Unauthorized Trading (ii) If Surveillance Requirement is fulfilled within given deadline, then client can avail normal limit regularly.
Inquiry	Queries related to Income proof is tagged under this option as we do not have option to tag the same	Surveillance requires the ITR & bank statement of those clients whose income is not in line with the trading/delivery turnover or FO Margin	Update Income Proof in WIRE -> RMS -> Income /Net-worth Approval	(i) To avail normal limit on regular basis
Scrip Violation Analysis	Scrip related documents for eg. Undertaking, Bank statement etc. which are received from Franchisee/ Branch/Associates, are tagged under this option.	Surveillance block the scrip for those clients:- (i) Exchange has inquired about client's trading pattern or (ii) Observed scrip violation as per Internal analysis. We ask for the Undertaking & Bank statement for such alerts. And we additionally ask for Transaction statement of Outside DP, if client has done selling from his Outside DP.	NA	(i) To comply with regulatory guidelines
DP Surveillance	DP Off market transaction related queires/ documents are tagged under this option	Off Market Transaction executed with same holder Account and Family Account Transfers, Third party Transfers, Dormant A/c Trx, Sudden Spurt in off mkt trx, Off Market transaction in Unlisted Scrip and BA Off Market trx are monitored by Surveillance. And if found suspicious then trading limits are blocked for the client for that scrip. Surveillance may ask for suitable clarification and relative documents to verify transaction pattern.	NA	(i) To comply with regulatory guidelines
Voice Logger - Only For Branches	Trade confirmation Call recordings which are monitored by Surveillance team are tagged under this option	Surveillance team monitor the call recording of Client & Dealer to verify the trade confirmation call on random basis. In case the call recording is found on alternate number or not found the call recording; then Surveillance seek the clarification from Branches.	a. Install voice recording systems (Dhrishti). b. Make/take calls of clients only from their registered contact numbers (Backoffice contact details) through Dhrishti lines only. c. Update latest mobile and email details of clients so that contract notes and other statements are received by clients timely. d. Take authority letters from family members only (Mother, Father, Brother, Sister, Husband, Wife, Daughter, and Son); if they are placing orders on behalf of client(s). However ensure such authority is not given to dealers or any other person who is not a family member	Advantages:Said processes if followed diligently will definitely reduce customer complaints and will improve customer experience.
Mobile Calling Policy - Only for Staff Members	Mobile submission related queries & data are tagged under this option	The policy is applicable for the below officials: (i)Dealers/ Advisors/ Remisiers and also selected officials of RMS and CSE Department, shall accept instructions for execution of transactions on the Exchange platform from the respective client only and shall not use their own discretion while trading in client’s account. (ii)Dealers/ Advisors/ Remisiers and also selected officials of RMS and CSE Department; will not be allowed to use their mobile phone during trading hours. Carrying Mobile phones are not allowed in dealing room / RMS and CSE Department between: a. For Equity segment (9.00 am to 4.00 pm) b. For Currency segment (9.00 am to 5.00 pm) c. For commodity segment (10.00 am to 11.00pm ) (Timing of trading hours may be subject to change depending upon Exchange’s notifications) During market hours compulsorily they need to switch off their mobile phones and submit their mobile phones with the Reception and will not be provided access to the same during trading hours. This process will be applicable when Dealers/ Advisors/ Remisiers and officials of RMS and CSE Department are present in office premises, if they are out of office premises or on leave the intimation for the same should be given to their respective reporting Head. (iii)Dealers/ Advisors/ Remisiers shall accept order and execute trade only on the instructions received from the client. Accordingly, they should confirm the status of order to client i.e. pending for execution / executed. (iv)Dealers/ Advisors/ Remisiers shall ensure that the orders are received over the MOSL’s recorded telephone lines from the client from such mobile / telephone number which are registered with MOSL. In case client calls from other number which is not registered with MOSL, then Dealers/ Advisors/ Remisiers shall verify to establish the identity of such client before acceptance of order instructions. (iv)Branch Heads / Advisor Head / RMS Head, would be required to ensure the following - (i) Their team members submit their mobile phone at Reception, with a view that this policy is adhered to. (ii) MIS in the prescribed format has to be maintained on daily basis and MIS to be submitted by 5th of EVERY month to Compliance Department.	NA
Trade changes	Queries related to trade change done is mapped under this option	(i) Error due to communication and/or punching or typing such that the original client code/name and the modified client code/name are similar to each other. (ii) Modification within relatives (‘Relative’ for this purpose would mean “Relative” as defined under the Companies Act, 1956). All the Trade change irrespective of their nature whether genuine/ intentional will be charged with penalty of 1% of the Trade value. > As the Post Closing session for Equity Segment is till 4pm, we accept the trade change request till 3.45pm only (Provided all the required details are received in prescribed format) > As the Post Closing session for Equity Derivative Segment (FO) is till 4.15pm, we accept the trade change request till 4pm only (Provided all the required details are received in prescribed format) Similarly for Currency Segment. And Commodity Segment Trade Change request are taken care by RMS team.