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promotion of healthcare including preventive strengthened the bond with the local communities
healthcare and manages the 'Jai Durga Charitable and reinforced the relationship.
Dispensary' situated at Main Bazaar, Katra. Near
Principle 9: Customer Relations
Hanuman Mandir, Jammu & Kashmir. The said trust
Placing customers at the core of its business activities,
also undertaken CSR activities in the area wherein
the Company instills an organization-wide culture of
the company operating its business i.e., activities
customer centricity through a slew of measures such as
related to Women Empowerment; Ensuring
a dedicated Customer Support Services Department,
environmental sustainability, ecological balance/
sensitizing and training employees towards customers'
healthcare & sanitation; Rural development
needs and concerns etc.
projects
1. What percentage of customer complaints /
Besides the above, it is also supplementing the
consumer cases are pending as on the end of
efforts of the local institutions / NGOs / local
nancial year?
Government / implementing agencies in the eld
of Education, to meet priority needs of the There are no pending customer complaints /
underserved communities with the aim to help consumer case at the end of nancial year.
them to become self-reliant. 2. D o e s t h e c o m p a n y d i s p l a y p r o d u c t
3. Have you done any impact assessment of your information on the product label, over and
initiative? above what is mandated as per local laws? Yes
/ No / N.A. / remarks (additional information).
Yes, the company undertakes timely impact
assessments of projects under implementation for Yes, the company displays all the product
ensuring their desired impact and continued information on the product label, which are
sustenance. Though, impact assessment as per the mandatory. Besides, the company also displays
Companies Act, 2013 and its rules made general information for patients in order to guide
thereunder is not applicable on the company. them with respect to usage of the certain products.
The company strictly comply with all applicable
4. What is your company's direct contribution to
laws including the legal metrology act and
community development projects- amount in
essential commodities act, as amended, from time
INR and the details of the projects
to time.
undertaken?
3. Is there any case led by any stakeholder
During the year under review the company had
against the company regarding unfair trade
contributed Rs. 65.02 Lakh to community
practices, irresponsible advertising and / or
development program as part of its CSR initiatives.
anti-competitive behavior during the last ve
The details of projects undertaken is mentioned in
years and pending as on end of nancial
"Annual Report on CSR Activities" attached as
year? If so, provide details thereof, in about
Annexure-D to the Directors Report.
50 words or so.
5. Have you taken steps to ensure that this
community development initiative is No case led by any stakeholder against the
company regarding unfair trade practices,
successfully adopted by the community?
Please explain in 50 words, or so. irresponsible advertising and / or anti-competitive
behavior during the last ve years.
The Company follows a participatory approach and
4. Did your company carry out any consumer
encourages suggestions from the local community,
survey/ consumer satisfaction trends?
while planning and implementing various
activities/projects. There is continuous The Company periodically carries out internal studies
engagement with local community to understand to gauge consumer sentiments and takes appropriate
their needs and concerns. This participation has measures to increase the level of customer satisfaction.
For and on behalf of Board of Directors
Sushil Suri
Place: New Delhi (Chairman & Managing Director)
th
Date: 27 July, 2021 DIN: 00012028