Business Responsibility Report

PRINCIPLE 7: Policy Advocacy

  1. Is your company a member of any trade and chamber or association? If Yes, Name only those major ones that your business deals with:

    The Company is member of various trade and chamber associations. Tata Motors actively participate in all WP29 UNECE group activities. Tata Motors also participate in the following National Committees which are working on formulating policies and regulations for improvement of environment including GHG reduction throughout the country:

    1. Standing Committee on Emissions (SCOE)
    2. Sub-committee on CO emission 2 norms of Union Ministry of Shipping, Road Transport and Highways of India, along with Automotive Research Association of India (ARAI).
    3. Expert committee to define "Heavy Duty Vehicle Fuel Economy Norms for India under Ministry of Shipping, Road Transport and Highways of Government of India (GoI) & Petroleum Conservation Research Association (PCRA).
    4. Expert committee on Fuel Economy Labeling of Passenger Cars under Bureau of Energy Efficiency under Ministry of Power (GoI).
    5. Interministerial committee for upcoming emission norms (BSV, BSVI) for Motor Vehicles of Ministry of Shipping, Road Transport and Highways, Ministry of Heavy Industries, Ministry of Petroleum & Natural Gas (GoI).
    6. Working group on Quadricycle Emission Norms for India.
    7. Ministry of New & Renewable Energy, GoI, is promoting and assisting technology development for GHG reduction by way of increased usage of Biodiesel. We are engaged in this initiative of GoI and currently running number of engine and vehicle programs to commercialize usage of Biodiesel as soon as the same is made available to the general public by oil marketing companies.
    8. Working Group on Energy for Sub-Group on DST's XIIth plan on Technology Development Program (TDP).
    9. National Electric Mobility Mission Plan - We have been actively participating in forming hybrid performance criteria along with SIAM-FTG group and helped government to launch FAME scheme. Now we are building two types of hybrid and electric vehicles under Technical Advisor Group under R&D scheme.
  2. Have you advocated/lobbied through above associations for the advancement or improvement of public good? Yes/No; if yes specify the broad areas (drop box: Governance and Administration, Economic Reforms, Inclusive Development Policies, Energy security, Water, Food Security, Sustainable Business Principles, Others)

    Tata Motors, through various industry associations, participates in advocating matters advancement of the industry and public good. It supports various initiatives of the SIAM which include aspects of product safety, alternate fuel vehicles, environment, fuel policies, customer information and education, to name a few. The Company's AA policy is a progressive step towards inclusive development.

PRINCIPLE 8 : Inclusive Growth

  1. Does the company have specified programmes/initiatives/projects in pursuit of the policy related to Principle 8? If yes details thereof.

    Inclusive growth is at the core of the Company's community development strategy. Ankur, the Company's community engagement strategy, is percolated to each manufacturing plant through a detailed community development plan. The plant specific plan address the local needs and the corporate cell drives some company-wide strategic community development initiatives such as driver training. The initiatives primarily focus on Arogya (Health), Vidyadhanam (Education), Kaushalya (Employability) and Vasundhara (Environment). Seva, the employee volunteering initiative provides our employees with a platform to be a part of our community initiatives. Tata Motors along with its employees also supports Sumant Moolgaonkar Development Foundation (SMDF) towards implementing Amrutdhara, a National Drinking Water Project to provide safe drinking water to communities. Through adoption of Tata Group Affirmative Action (AA) Policy, the Company works toward inclusion of socially disadvantaged and marginalised sections of society (Scheduled Castes and Scheduled Tribes). The AA interventions focus on Education, Employment, Employability and Entrepreneurship.

    Please refer the Company's 'Annual CSR Report 2015-16' for community engagement strategy and key initiatives.

  2. Are the programmes/projects undertaken through in-house team/own foundation/external NGO/government structures/any other organization?

    CSR Programmes and Projects are deployed by company: directly; through its own company-promoted societies/NGOS; partnering with govt. and collaborating with reputed, external non-profit organizations under different models.

    Please refer the Company's 'Annual CSR Report 2015-16' for details on various community development programme partnerships.

  3. Have you done any impact assessment of your initiative?

    Yes. The Company has adopted 'Tata CS Protocol' to assess the impact of the various community interventions. Periodic impact assessments are conducted and the outcome forms a critical input to the community development plan preparation and implementation. Additionally, this year we have engaged external agency – M/s KPMG to conduct detailed Social Return on Investment (SRoI) study of one of our vocational training programs implemented in partnership with Ramkrishna Mission Ashram, Sakwar. This study reveals that every rupee invested in this program has generated social return of three times.

    Please refer the Company's 'Annual CSR Report 2015-16' for details on community impacts created and assessed.

  4. What is your company's direct contribution to community development projects- Amount in INR and the details of the projects undertaken?

    Total expenditure reported is Rs. 20.57 Crores.(% of profits: Not Applicable in view of losses for the FY ended March 31, 2015)

    The details of projects:

    1. Arogya (Health) build awareness on malnourishment and other health problems in the community, provides ferry mobile medical van to look into curative and preventive health care.
    2. Vidyadhanam (Education) supporting for infrastructure, skills development, training and institutionalized need based scholarships.
    3. Kaushalya (Employability) Industrial Training to school dropout youth in auto sector, non-auto trades, agriculture and allied activities.
    4. Vasundhara (Environment) large scale sapling plantation, construction of water conservation structures and building awareness about environment and renewable energy sources.
    Please refer the Company's 'Annual CSR Report 2015-16' for details on various community development programmes undertaken.
  5. Have you taken steps to ensure that this community development initiative is successfully adopted by the community? Please explain in 50 words, or so.

    Yes. The Company adopts a collaborative and participatory approach with communities/beneficiaries in conceiving and deploying CSR projects. Partial beneficiary contribution is sought, wherever feasible, for project deployment/asset creation, maintenance for them to have greater ownership of the projects - which we believe is crucial for sustainability of our initiatives. Training and capacity building of communities and relevant stakeholders to successfully adopt & carry forward these initiatives is done from time to time.

    Please refer the Company's 'Annual CSR Report 2015-16' for details on various community development programme implementation models.

PRINCIPLE 9: Customer Value

  1. What percentage of customer complaints/consumer cases are pending as on the end of financial year.

    Tata Motors provides customers with the best in class after sales service. We hear our customers through various mediums such as 24X7 Call center toll free no. website. Tata Motors Service' rests on three core 'Service Promises' – 'Responsive', 'Reliable' and 'Best value'. A host of distinctive facilities and services are being offered to deliver each of these promises to customers in the company's nationwide service network.

  2. Does the company display product information on the product label, over and above what is mandated as per local laws? Yes/No/N.A./Remarks (additional information)

    The Company displays all the requisite product information and safety guidance on the product label as required by the local laws. Over and above the mandatory requirements, the Company also subscribes to guidance by SIAM (Society of Indian Automobile Manufactures) of various customer information requirements such as the Fuel Economy Customer Information. The vehicle manual is an important source of information for customers which contains product information, safety guidance, customer support details and tips on efficient use of the vehicle.

  3. Is there any case filed by any stakeholder against the company regarding unfair trade practices, irresponsible advertising and/or anti-competitive behavior during the last five years and pending as on end of financial year. If so, provide details thereof, in about 50 words or so

    There have been no cases relating to unfair trade practices, irresponsible advertising and/or anti-competitive behavior against Tata Motors in the last five years.

  4. Did your company carry out any consumer survey/consumer satisfaction trends?

    The Company's new Hozionext philosophy puts customer at the core of the business strategy. Customer engagement processes have been aligned across the value chain to monitor customer satisfaction and feedback. Regular customer satisfaction surveys are conducted to assess customer satisfaction levels and benchmark the Company's performance with industry peers. The Passenger Vehicle business uses globally renowned J.D.Power survey scores to assess overall customer satisfaction and benchmark with industry peers. The Commercial Vehicle business conduct customer satisfaction survey (eQ scores) through External Agency AC Nielsen every year. The eQ i.e. CEI scores conducted by AC Nielsen are in line with our Internal satisfaction scores.