ICICI Direct Customer Care: A Complete, Practical Guide

Who you are contacting and why it matters

ICICI Direct is the retail trading and investment platform of ICICI Securities Limited, a listed Indian brokerage and investment banking company incorporated in 1995. The ICICIdirect platform itself has been live since 2000, providing equity, derivatives, commodities, currency, mutual funds, bonds, IPO/ASBA, NPS, and research services to retail and non-institutional clients. Knowing this lineage is useful because your service requests are governed by broker, depository participant, and exchange/regulatory rules, not just “app support.”

As a SEBI-registered intermediary and stock broker, ICICI Securities must follow defined turnaround times (TATs), audit trails, and escalation paths. When you contact customer care, keep in mind that different teams handle different domains: trading platform and order execution, demat and depository operations (DP), funds pay-in/payout, pledging/repledging, research subscriptions, and account opening/KYC. Routing your query to the right domain will usually cut resolution time significantly.

Official channels to reach ICICI Direct

Use only official ICICI Direct touchpoints to avoid phishing and misdirection. The Contact Us and Support sections on the website host the latest phone numbers, service request forms, and city-wise branch details. Start here: https://www.icicidirect.com/contactus. From within the mobile app or web platform, the “Help/Support” or “Raise a Ticket” option creates a service request tied to your client code, which is the fastest way to get a trackable SR number.

Phone support is best for market-hours trading issues (order placement, margin, RMS square-off), while tickets are better for operational matters (KYC updates, demat, pledges, bank/UPI mandates). For security, support executives will verify your identity using your client ID, PAN, and registered details—never share OTPs, TPINs, or passwords with anyone. If you prefer in-person help, use the branch locator on the site to find the nearest Investor Service Center for document submission or in-depth troubleshooting.

• Website and ticketing: https://www.icicidirect.com/contactus (navigate to Support/Help to raise a service request with an SR ID)
• App/web in-platform chat/help: Use “Help/Support” to open a ticket tied to your login; attach screenshots and note timestamps for faster triage
• Phone support: Use the numbers listed on the Contact Us page; market-hour queues are shorter early morning and late afternoon on non-event days
• Branches: Walk-in support for KYC/demat forms, PoA revocation, nominations, and notarized submissions; check timings and document lists before visiting

Service hours, response times, and what to expect

Trading support generally aligns with exchange timings on business days (Monday–Friday, excluding exchange holidays). Equity cash market is typically 09:15–15:30 IST with a 09:00–09:15 pre-open auction; currency and commodity segments have different end times. Phone queues are usually longest during the first 15 minutes after market open and in the last 30 minutes before close, as margins, cover orders, and intraday square-offs peak.

For non-trading operations, typical first responses on tickets arrive within 24–48 business hours, with resolution varying by complexity: simple profile/KYC corrections (1–3 business days after complete documents), demat/pledge/depledge instructions (generally T+1 to T+2 business days if authorizations are correct), and funds pay-in/payout reconciliations (often same day if UTR/IMPS reference is provided; T+1 if bank confirmation is needed). Always anchor conversations on an SR number and ask for the updated TAT if additional documents are requested.

Escalation path and regulatory recourse

Escalate only after you have a valid service request (SR) number and have allowed the stated turnaround time to lapse, or if the response is demonstrably incorrect (for example, exchange-confirmed fills not reflected, wrong charges raised against the published rate card, or failed corporate action postings). Keep a chronological log: SR number(s), dates/times of calls, names (or IDs) of representatives, and screenshots or contract notes. This log is critical if you must approach regulators.

Indian securities market rules provide a structured pathway: broker-level escalation, followed by exchange/SEBI complaint systems, and finally online dispute resolution (ODR). As a guiding benchmark, SEBI expects intermediaries to resolve complaints within 30 calendar days of registration on SCORES. If you escalate earlier, include why the matter is time-sensitive (for example, margin penalties accruing daily, or settlement deadlines on T+1).

• Level 1: Raise/continue with the ICICI Direct SR via app/website; ask for a written response summarizing action taken
• Level 2: Use the broker’s Grievance/Compliance Officer details on https://www.icicidirect.com/contactus; reference prior SRs and attach evidence
• Level 3 (Regulatory): SEBI SCORES portal: https://scores.sebi.gov.in; toll-free helplines 1800 266 7575 and 1800 22 7575; register your complaint if unresolved after 30 days or if response is unsatisfactory
• Level 4 (Dispute resolution): Smart ODR portal: https://smartodr.in for mediation/conciliation; use if monetary loss/contractual dispute persists after complaint handling

What to keep ready before you call or raise a ticket

Identity and account: your ICICI Direct client ID, registered mobile/email, and PAN (10 characters). For any bank transfer query, keep the exact amount, date/time, and the UTR/IMPS reference (often 16–22 alphanumeric characters) from your bank statement; attach a PDF or screenshot with masked account numbers if submitting via ticket. For UPI mandates (IPO/ASBA, e-mandates), note the UPI ID, approval timestamp, and the mandate reference you see in your UPI app.

Demat specifics: for securities credit/debit or pledge issues, note the ISIN (12-character code like INE…); mention whether your demat is with CDSL (16-digit numeric BO ID) or NSDL (16-character ID comprising an 8-character DP ID that starts with IN + 8-digit Client ID). For margin pledge/re-pledge and eDIS authorizations, capture the OTP/T-PIN authorization timestamps and any failure messages; mismatched names/PAN or expired TPINs are common root causes.

Common issues and how customer care typically resolves them

Login and 2FA: password resets and unlocking usually complete instantly through self-service, but device binding and 2FA (OTP/TOTP) issues may need support to clear sessions. If you changed your mobile number or email, complete KYC updates first; under SEBI norms, 2FA and communications must go to registered coordinates, and changes require evidence (Aadhaar/eKYC or documents) before trading access is restored.

Orders, margins, and pledges: since the SEBI pledge/re-pledge framework (2020) and peak margin rules, collateral usage and cash-component requirements apply per segment. Intraday MTM calls and RMS square-offs close to market end are automated; customer care can explain the calculations and contract notes but cannot override risk policies. Provide order numbers, timestamps, and segment (EQ/FO/CUR/COM) to trace fills and charges. For short delivery, auctions, and corporate actions, support can share exchange references and timelines (for example, auction on T+2, pay-in/pay-out per exchange cycle, and credit of bonus/split dividends per company schedule).

Fees, security, and privacy when dealing with support

Some services (for example, call-and-trade, physical statements, duplicate contract notes, or certain DP instructions) may attract fees as per ICICI Direct’s published Schedule of Charges/Rate Card. Always cross-check the latest rates on https://www.icicidirect.com before consenting to any charge over a call. If you notice a discrepancy in brokerage, taxes, or statutory levies, ask for a charge-wise breakup from the contract note and raise a ticket with screenshots of the rate plan you are on.

For your security, ICICI Direct staff will never ask for your login password, OTP, or TPIN. Authorizations like eDIS/pledge are completed only through secure OTP/T-PIN flows on registered channels. If you suspect a phishing attempt or receive an unexpected link, report it via a ticket and use only the URLs listed on the official site. Enable two-factor authentication and avoid using public devices; after any support session, change passwords if you shared sensitive account information (other than what is required for identity verification).

Postal address and in-person assistance

If you must courier physical documents (for example, notarized forms, PoA revocation, or nomination forms), use the addresses and document checklists shown on the official Contact Us/Support pages to ensure they reach the correct processing center. Always write your client ID and SR number on the top of the first page and on the envelope; keep the airway bill and a PDF scan of the complete set for your records.

Registered Office (use for statutory correspondence): ICICI Securities Limited, ICICI Venture House, Appasaheb Marathe Marg, Prabhadevi, Mumbai – 400025, Maharashtra, India. Corporate Identity Number (CIN): L67120MH1995PLC086241. For operational matters, prefer raising a ticket first and then submitting documents to the specific operations address or nearest branch as advised in the SR, since processing centers can differ by request type.