Annual Report, 2016-17

The Company undertakes CSR activities after assessing the

needs of the community. Further, all CSR activities are rolled

out directly to the society. The Company believes that they

will benefit the society at large.

This helps in increased reach as well as ensuring the adoption

of initiative by communities. Project teams track the reach

and take necessary steps to make it successful.

PRINCIPLE 9: CONSUMER VALUE

Business should engage with and provide value to their

customers and consumers in a responsible manner.

1. What percentage of customer complaints/consumer cases

are pending as on the end of the financial year.

The Company is dedicated to delivering products that

satisfy the unmet needs of the consumers. The Company

value customer satisfaction as one of its greatest assets.

Therefore, it has put in place effective redressal mechanism

for addressing customer complaints and handling consumer

cases. The system has been created keeping the interest of

customers, so that minimum hassles are caused to him/

her. The system is periodically reviewed by management

team as well. The Company regularly organises feedback

and awareness programs for its customers across various

locations. Further all the dealers are advised to ensure

that the customer complaints are redressed in the shortest

possible time.

The number of such cases are insignificant in comparison to

the number of customer in fold.

2. Does the Company display product information on the

product label, over and above what is mandated as per local

laws? Yes/No/N.A

Customers have access to the Company’s website

which provides host of information on products and

services. In addition, information is disseminated to the

customers through display board, exhibitions, catalogue,

advertisements etc.

3. Is there any case filed by any stakeholder against the

Company regarding unfair trade practices, irresponsible

advertising and / or anti-competitive behaviour during the

last five years and pending as on the end of financial year. If

so, provide the details thereof, in about 50 words.

4. Did your Company carry out any consumer survey / consumer

satisfaction trends?

090