Short answer

Online Dispute Resolution (ODR) is SEBI’s digital platform for resolving disputes with your broker, listed companies, or other market participants through online conciliation and arbitration.

When you can use ODR

You can use ODR to resolve disputes about:

Trading issues with your broker

Problems with listed companies

Issues with share transfer agents

Demat account problems

Steps to resolve your dispute

Step 1: Complain directly first

Contact your broker or the concerned company directly with your complaint.

Step 2: Use SEBI SCORES

If not resolved, escalate through the SEBI SCORES Portal

Step 3: Use ODR portal

If still unsatisfied after SCORES, initiate dispute resolution through the ODR Portal

How to file your dispute on the ODR portal

Register on SMART ODR Portal: Click on Create Account to register on the platform.

File a new dispute: Click on File a New Dispute to begin.

Select intermediary: Select the intermediary against whom you wish to file a dispute.

Select category: Select the relevant categories for your dispute.

Enter dispute details: Fill details of the dispute and attach relevant files or documents.

Track resolution progress: Once your dispute is filed, track progress easily under the Dispute Timeline.

How the process works

Conciliation (free attempt at settlement)

A neutral conciliator tries to help you and the other party reach an agreement

Takes 21 days (can extend to 31 days if both parties agree)

Cost: Free for you - your broker/company pays all fees

If successful, you get a legally binding settlement agreement

Arbitration (if conciliation fails)

An independent arbitrator makes a binding decision

Timeline: 30 days for the award

For claims ₹1,00,000 or below: Document-only process (no hearing required)

For claims above ₹1,00,000: Hearings conducted online

Fees and charges

Registration and conciliation: Free - no charges for registering complaints or conciliation

Arbitration fees (only if conciliation fails): Fees vary based on claim amount as specified by SEBI

Late filing fee: ₹1,000 if you file after 6 months from the dispute date

What happens during arbitration

Your broker must deposit the full claim amount with the stock exchange/depository within 10 days

You can get interim relief - up to ₹5,00,000 from the deposited amount while the case is ongoing

Decision timeline: Arbitrator gives the award within 30 days

Payment: If you win, your broker must pay within 15 days of the award

If your broker doesn’t comply, you get assistance in enforcing the award

If you get interim money but lose the case, you must return the amount received. If you don’t return it, your trading will be suspended until repayment, and your demat and mutual fund holdings will be frozen.

Important points

You cannot use ODR if your matter is already in court

The arbitrator’s decision is legally binding and enforceable

Your broker cannot charge you any fees for this dispute resolution process

All proceedings happen through video calls - you don’t need to travel anywhere