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Social and Relationship Capital

Creating Shared Value for Customers, Partners and Communities
BRSR Principles BRSR 2025-26
P1 P2 P3 P4 P5 P6 P8 P9
UN SDGs

Management Approach

Reliance’s social and relationship capital is rooted in its nation-building philosophy of inclusive growth, enabling communities, customers, partners and enterprises to progress together. Guided by its CSR Policy and Business Partner Code of Conduct, the Company supports a resilient and self-reliant India through sustained investments in community development, responsible sourcing and customer engagement.

Community Development

Since inception, Reliance Foundation has reached over 9.7 Crore people across India through several social initiatives. In FY 2025-26, Reliance spent ₹ 2,248 Crore towards CSR, reinforcing its commitment to community empowerment through initiatives spanning rural transformation, education, healthcare, sports, animal welfare and environment, aligned with national priorities. Looking ahead, Reliance Foundation has articulated a long-term ambition to significantly scale its impact across education, women empowerment and rural livelihoods and impact millions of lives across India.

Customer Satisfaction and Digital Engagement

O2C business strengthened its digital core across customer, supply chain, and commercial operations. AI/GenAI and analytics improved demand visibility, pricing, and productivity. Supply chain digitisation enhanced delivery predictability and transparency. Sustainability was supported through traceability and EPR analytics, underpinned by scalable platforms and strong cybersecurity enabling a resilient, future-ready digital foundation aligned to growth.

Reliance Retail strengthened engagement, with its registered customer base reaching 387 Million, 11% Y-o-Y increase. Its omni-channel model seamlessly integrates physical stores and digital platforms, supported by structured Voice of Customer and Net Promoter Score frameworks, CRM-led engagement, frontline capability building, enhanced after-sales service and faster grievance resolution, driving measurable improvements in satisfaction.

Jio strengthened its customer connect across urban and rural markets, with higher data consumption across Tier 3 and Tier 4 locations. Its customer base reached over 524 Million, including 268 Million+ 5G users. Fixed broadband connections rose to 27 Million+, adding 10 Million homes during the year, with up to 1 Gbps connectivity delivered within 24 hours in serviceable areas.

Sustainable Supply Chain Management

Reliance promotes responsible business conduct across its value chain through its Business Partner Code of Conduct (BPCoC), which sets clear expectations on ethical behaviour, fair labour practices, workplace safety and ESG compliance, thereby prohibiting child labour, forced labour and all forms of discrimination, and promoting safe and healthy working conditions. To support effective implementation, the Company undertakes risk-based third-party assessments of high-spend suppliers and engages them through structured training and supplier development programmes.

Reliance O2C has further strengthened its sustainable procurement practices by embedding ESG considerations across governance frameworks, supplier requirements and operating processes. This includes alignment with recognised standards such as ISO 45001 and OHSAS 18001, defined standard operating procedures, stringent supplier screening, internal capability-building initiatives and regular supplier engagement supported by awareness programmes and independent assessments for top suppliers. During FY 2025-26, RIL conducted supplier engagement webinars to familiarise business partners with evolving ESG expectations across Indian and global markets, while outlining the requirements of its Supplier Sustainability Program. More than 350 suppliers participated in these sessions, and majority expressed intent to initiate ESG action in line with RIL’s vision.

Reliance Retail continued to advance inclusive sourcing from tribal communities, local artisans and women entrepreneurs, alongside investments in regional FMCG manufacturing and initiatives to strengthen local artisan economies across states. As part of its sustainable sourcing efforts, farmers were onboarded into a structured agricultural support ecosystem combining capacity-building and direct retail market linkages. Through focused engagement with MSMEs, women entrepreneurs, farmers and tribal communities, the business supports livelihood generation, improves market access and builds resilient rural value chains. In FY 2025-26, suppliers and logistics partners were engaged to strengthen ESG compliance and capability-building. Grocery scaled returnable packaging and composting, Milkbasket advanced EV-led last-mile delivery, and Reliance Jewels transitioned to reusable PP transport boxes, strengthening circularity and reducing carbon intensity across the value chain.

Jio continued to engage suppliers on emissions management, aligned with its 1.5°C decarbonisation pathway, while strengthening oversight of supplier performance in high-risk ESG areas, aligned with its Supplier Code of Conduct.

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