Page 148 - Tata_Chemicals_yearly-reports-2020-2021

Integrated Annual Report 2020-21

of life. The Company has always given importance to this Principle 9: Businesses should engage with and provide
programme as it is essential for the overall development value to their customers and consumers in a responsible
of the community. Projects such as infrastructure support manner
to schools and construction of individual toilets were 1. What percentages of customer complaints/consumer
taken up. Employee volunteers play an important role cases are pending as on the end of financial year?
in the Company's community development initiatives. Customer complaints
In FY 2020-21, about 4,068 volunteering hours were Products /Cases pending as on
contributed by the volunteers and their family members. March 31, 2021 (%)
Chemicals 1.7
Relief Programme Nutraceuticals 0.7
The Company continues its support to any disaster, which Silica Nil
hits our country. During Covid-19 pandemic, the Company
focussed on supporting the Government and the local 2. Does the Company display product information on the
communities. The Company has manufactured and supplied product label, over and above what is mandated as per
disinfectant for the Mithapur factory. The Company has local laws? Yes/No/N.A./Remarks (additional information)
produced masks for Mithapur and Cuddalore through SHG Yes, product information about the physical
and artisans associated with the Company’s Okhai initiative. dimensions and/or chemical compositions/nutritional
The Company has been creating awareness about the information/nutrient content is provided through the
pandemic and safety measures in the local communities product labels/pack declaration and/or catalogues.
using posters and videos. Relief support was also provided in Information of the products is available round-the-clock
flood affected areas of Gujarat, Tamil Nadu, Maharashtra and on the Company's website and at the call centres,
West Bengal. during specific hours of the working day.
All packages retail/bulk contain product information
For further information on projects and achievements, please including Product Manager’s address/Customer
refer the Annual Report of TCSRD at www.tcsrd.org and Relationship Manager’s contact number to enable
www.okhai.org.
consumers to correspond. All the Company’s information
is voluntary with various branding elements, with no
5. Have you taken steps to ensure that this community
development initiative is successfully adopted by the comment on competitors or regional bias statements.
community? Please explain in 50 words, or so. Wherever applicable, specific certification requirements of
regulatory authorities and some marks such as ISI (Indian
Yes. Community is our key stakeholder and the Company Standards Institute), FSSAI (Food Safety and Standards
believes that development of the community is only Authority of India), etc. are provided on the product labels
possible through engagement and partnership from all the and/or catalogues.
stakeholders. The guiding principles for the engagement
with the community are enshrined in the ‘Community 3. Is there any case filed by any stakeholder against the
Development Policy’. These principles are sustainability, Company regarding unfair trade practices, irresponsible
participatory approach, transparency, networking and advertising and/or anti-competitive behaviour during the
partnership, creating a resource centre and volunteering. last five years and pending as on end of financial year? If
so, provide details thereof, in about 50 words or so.
The process of engagement with the community starts
with identification of the key community, their needs and There is no anti-competitive, abuse of dominant position or
prioritisation. The needs are identified through various unfair trade practices case pending against the Company.
listening and learning methods, participatory rural appraisals, 4. Did your Company carry out any consumer survey/
household survey and focussed group discussion. consumer satisfaction trends?

The participation of the stakeholders is vital to the success Yes, customer satisfaction survey is carried out by the
of all programmes and forms the basis of all programme Company every year.
designs. The projects are continuously monitored and
evaluated to measure impact. Stakeholder Engagement Overall customer satisfaction for FY 2020-21 is given below:
Surveys and Social Impact Audits are conducted to assess Products Consumer Satisfaction (%)
project outcomes. The Company develops exit strategy for Chemicals 86
projects which have matured and withdraws after handing Nutraceuticals 79
over the project to the community. Silica 88

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