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Maternal Mortality Rate (‘MMR’) by improving their nutritional The projects are continuously monitored and evaluated to
practices and linking them with the government health measure impact. Stakeholder Engagement Surveys and Social
department. To understand the current status, household impact audits are conducted to assess project outcomes.
survey was carried out along with screening of 3,500 pregnant The Company develops exit strategy for projects which have
and lactating women for hemoglobin estimation and screening matured and withdraws after handing over the project to the
of 5,373 children for Mid Upper Arm Circumference (‘MUAC’) community.
and Weight. TCL has started sensitising the people for referring
Principle 9: Businesses should engage with and provide value to
the severely malnourished children for treatment in the
their customers and consumers in a responsible manner
Nutritional Rehabilitation Centre. The households have been
supported with seeds of vegetables and fruits for their kitchen 1. What percentages of customer complaints/consumer
which would help in supplementing the required nutrients to cases are pending as on the end of financial year?
women and children. In a similar program in Haldia, TCL has CNAB (Crop Nutrition & Agri Business) – Nil
been targeting the severely malnourished children and during
the year 50 children were referred to Nutritional Rehabilitation Chemicals – < 0.3%
Centre for treatment. WAPU (Water Purifier) – < 1.0%

Sanitation Consumer Products – Salt – Nil
TCL has partnered with WASMO for undertaking drinking water Nutritional Solutions – Nil
and sanitation activities under CADP project. The project aims
to provide drinking water facilities to the rural households of 2. Does the Company display product information on the
Okhamandal with the help of village institutions. During the product label, over and above what is mandated as per
year, 1,200 households were provided tap connection for local laws? Yes/No / N.A./Remarks (additional information)
supply of water and 415 households were supported with Yes. Product information about the physical dimensions
construction of toilets. In Babrala 49 and in Haldia 4 sanitation and/or chemical compositions/nutritional information/
units were constructed. nutrient content is provided through our product labels/pack
Empowerment declaration and/or catalogues. Round the clock information
of our products is available on the Company’s website and
TCL is reaching out to the socially backward population of at the call centre. All packages retail/bulk contain product
the community specially the women, scheduled caste and information including product manager’s address/Customer
the scheduled tribe through its empowerment program. The Relationship Manager’s contact number to enable consumers
objective of the empowerment program is to mainstream to correspond. All of our information is voluntary with various
them by including them in all the developmental programs. branding elements, with no comment on competitors
Relief Programs or regional bias statements. Wherever applicable specific
certification requirements of regulatory authorities and some
Tata Chemicals continues its support to any disaster, which markets like ISI (Indian Standards Institute), FSSAI (Food Safety
hits our country. This year relief support was provided in flood and Standards Authority of India), Halal, etc. are provided on
affected areas of Gujarat.
the product labels and/or catalogues.
For further information on projects and achievement please visit
3. Is there any case filed by any stakeholder against the
www.tcsrd.org; www.okhai.org
company regarding unfair trade practices, irresponsible
5. Have you taken steps to ensure that this community advertising and/or anti-competitive behaviour during the
development initiative is successfully adopted by the last five years and pending as on end of financial year? If
community? Please explain in 50 words, or so. so, provide details thereof, in about 50 words or so.
Yes. Community is our key stakeholder and we believe that There is no anti-competitive, abuse of dominant position or
development of the community is only possible through unfair trade practices case pending against the Company.
engagement and partnership from all the stakeholders. The 4. Did your Company carry out any consumer survey/
guiding principles for the engagement with the community consumer satisfaction trends?
are enshrined in the “Community Development Policy”.
These principles are sustainability, participatory approach, Yes. Customer satisfaction survey is carried out by the Company
transparency, networking and partnership, creating a resource every year.
centre and volunteering. Overall customer satisfaction for FY 2017-18 is given below.
The process of engagement with the community starts
SBU Consumer Satisfaction (%)
with identification of the key community, their needs and
prioritisation. The needs are identified through various Chemicals 88
listening and learning methods, participatory rural appraisals, Consumer Products (salt etc.) Retailer 76
household survey and focused group discussion. Stockist 72
The participation of the stakeholders is vital to success of Nutritional Solutions 76
all programs and forms the basis of all program designs.

134 Annual Report 2017-18