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construction of water conservation structures and building
awareness about environment and renewable energy sources.
Please refer to the Company’s Annual CSR Report and
‘Community Development’section of Tata Motors Sustainability
Report 2016-17 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 the Company believes is crucial for
sustainability of its 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 and ‘Community
Development’ section of Tata Motors Sustainability Report
2016-17 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.
The Company provides customers with the best in class after
sales service. The Company hear its customers through various
mediums such as 24X7 Call center toll free no, website.
The Company’s Servicerests 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.
Passenger
Vehicle
Business Unit
Commercial
Vehicle
Business Unit
Total
Percentage of Consumer
Cases Pending as at
March 31, 2017
0.45
0.14
0.16
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 Manufacturers) 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 the Company in the last five years.
4.
Did your company carry out any consumer survey/
consumer satisfaction trends?
The Company’s newHozionext 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 the Company’s
internal satisfaction scores.
Corporate Overview
Financial Statements
Statutory Reports
202
72nd Annual Report 2016-17