01. Mechanisms to receive and respond to consumer complaints and feedback A customer complaint portal is in place. All customer complaints are logged into the 'customer complaint module'. Based on the nature of complaints, auto e-mails are triggered for action. The root cause and corrective and preventive actions are conveyed to customers. The complaint is closed after feedback (by phone | e-mail) from the customer. Complaints are acknowledged within 48 hours and feedback is provided within seven working days. 02. Turnover of products | services as a percentage of turnover from all products | services that carry information 03. Consumer complaints Category 2023-24 2022-23 Received Pending resolution Received Pending resolution Advertising - - - - Cyber security - - - - Data privacy - - - - Delivery of essential services - - 1 - Restrictive trade practices - - - - Unfair trade practices - - - - Others 385 64 355 36 100% Environment and social parameters 100% Safe and responsible usage 100% Recycling and | or safe disposal Information related to As a percentage to total turnover Businesses will engage with and provide value to their consumers in a responsible manner. PRINCIPLE 9 Essential indicators Corporate Overview Statutory Reports Financial Statements 87
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