Page 140 - Arvind 2024

C.9: Principle 9
Essential indicators
1. Describe the mechanisms in place to receive and respond to consumer complaints and feedback.:
Arvind SmartSpaces is equipped with a robust system to receive and address consumer complaints and feedback. A variety of avenues are accessible for consumers to voice their concerns, these include the Arvind SmartSpaces Ethics Helpline Portal, a dedicated email address, and My Gate for project-specific issues. Upon receiving a complaint, it is promptly directed to the pertinent relationship or facility manager. It is mandatory for the assigned manager to acknowledge the complaint within a timeframe of 24 to 48 hours, initiating the process of resolution. Further, it is incumbent upon this representative to successfully close the complaint within an established time range of 7 to 10 days. In circumstances where a resolution might necessitate an extended period exceeding the 7-day mark, the underlying protocol requires the relationship or facility manager to keep the complainant informed of the projected timeline for closure. This mechanism marks a critical part of our effort to maintain transparency in managing consumer-related issues and sustaining a prompt and effective feedback system.
2. Turnover of products and/ services as a percentage of turnover from all products/service that carry information about.:
Category
As a percentage to total turnover
Environmental and social parameters relevant to the product Safe and responsible usage
Recycling and/or safe disposal
3. Number of consumer complaints in respect of the following.:
Data privacy 0
Advertising 0
Cyber-security 0
Delivery of essential services 0
Restrictive trade practices 0
Unfair trade practices 0
0 0 0
Category
FY 2023 – 2024 (Current Financial Year)
Pending resolution at the end of year
FY 2022-2023 (Previous Financial Year)
Received during the year
Remarks
Received during the year
Pending resolution at the end of year
Remarks
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0 -
0 -
0 -
0 -
0 -
0 -
Other 00-
4. Details of instances of product recalls on account of safety issues.:
Voluntary recalls 0 0 Forced recalls 0 0
5. Does the entity have a framework/ policy on cyber security and risks related to data privacy?:
Does the entity have a framework/ policy Yes on cyber security and risks related to data privacy?
Category
Number
Reasons for recall
Questions
Response
138 | Arvind SmartSpaces Limited