1. 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. 2. Turnover of products | services as a percentage of turnover from all products | services that carry information 3. Consumer complaints Category 2024-25 2023-24 Received Pending resolution Received Pending resolution Advertising - - - - Cyber security - - - - Data privacy - - - - Delivery of essential services - - - - Restrictive trade practices - - - - Unfair trade practices - - - - Others 215 21 385 64 Businesses will engage with and provide value to their consumers in a responsible manner. PRINCIPLE 9 4. Product recalls on account of safety issues Number Reason Forced recalls 0 Not applicable Voluntary recalls 0 Not applicable Information related to As a percentage to total turnover Environment and social parameters 100% Recycling and | or safe disposal 100% Safe and responsible usage 100% Essential indicators Corporate overview Performance overview ESG overview Statutory Reports Financial Statements 129
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