CUSTOMER VALUE

BUSINESSES SHOULD ENGAGE WITH, AND PROVIDE VALUE TO THEIR CUSTOMERS AND CONSUMERS RESPONSIBLY.

UNDERSTANDING CUSTOMER NEEDS IS A KEY STEP IN RIL’S ENDEAVOUR TOWARDS DEVELOPING AN EFFICIENT PRODUCT STEWARDSHIP PROGRAMME. THE COMPANY ENSURES THAT UTMOST CARE IS TAKEN TOWARDS CUSTOMER SAFETY. PUTTING CUSTOMERS FIRST HAS ALWAYS BEEN RIL’S APPROACH OF CONDUCTING BUSINESS.

1. PERCENTAGE OF CUSTOMER COMPLAINTS/ CONSUMER CASES PENDING AS ON THE END OF FINANCIAL YEAR
   RIL has a customer-centric approach and minimising customer complaints remains a top priority. To educate and apprise customers regarding the Company’s products, RIL conducts regular Customer Relation Meets (CRMs). In addition, feedback sessions are organised to better understand customer concerns and find ways of mitigating them. The Company has a separate framework to deal with customer complaints. For the year ending 31st March, 2016, 2,326 customer complaints were received, of which 2,137 were successfully resolved. Subsequently, most of these complaints have been resolved.
2. PRODUCT INFORMATION AND PRODUCT LABELLING
   RIL adheres to all the compliance of product information and product labelling. The Company’s marketing communication efforts adhere to the brand standards/ guidelines with regard to visual manifestation, brand promise and relevancy and saliency of the target group. RIL adheres to all legal statutes with respect to product labelling and display of product information. The Company follows the Globally Harmonised System for classification of chemicals and preparation of Material Safety Data Sheets. Besides, RIL shares information with its customers on safe handling and use of products at the time of distribution.
3. CASE FILED BY ANY STAKEHOLDER AGAINST THE COMPANY REGARDING UNFAIR TRADE PRACTICES, IRRESPONSIBLE ADVERTISING AND/ OR ANTICOMPETITIVE BEHAVIOUR DURING THE LAST FIVE YEARS AND PENDING AS ON END OF THE FINANCIAL YEAR.
   Nil
4. CONSUMER SURVEY/ CONSUMER SATISFACTION TRENDS CARRIED OUT BY THE COMPANY
   Customer satisfaction is significant to RIL as it ensures the Company’s overall reputation and brand promise in the geographies it operates in.
   To understand its customers better, RIL follows several modes of engagement. Such modes include customer audits, customer surveys and call centres, direct feedback taken by visiting managers/ plant personnel and factory visits organised for customers. These modes help RIL understand customer requirements, satisfaction levels and customer behaviour. The Company also conducts one-to-one meetings with customers to enable efficient communication and resolve specific needs. In addition, it conducts web-based customer satisfaction surveys.
   RIL has also conducted third-party mystery customer audits, customer satisfaction surveys and call centre evaluation studies for this purpose. This has helped the Company to ensure periodical fulfilment of service delivery promise, conformance to internal norms and standards, identification of process improvement areas and understand customer attitude and behaviour change to ascertain that needs are met at all stages.