annual-report-FY2020

221 MAHINDRA & MAHINDRA LTD. INTEGRATED ANNUAL REPORT 2019-20 F20, the Mahindra Group supported 9 MPSs in Pune, Patna, Chandigarh, Srinagar, Hyderabad, Varanasi and 3 in Chennai through which 6,045 students were trained. From inception till date, 39,280 students have been trained and 100% have been placed. The Company supported the schools in Chandigarh, Srinagar, Hyderabad, Varanasi & two in Chennai which skilled 3,641 students in F20. The MPS schools have had a record 100% placement of the students in lucrative jobs. This has been possible through a network of 200+ corporates, many of these have been repeat recruiters. This is a validation of the quality of training provided at MPS. The alumni of MPS who are employed with different companies serve as role models in their community. Active alumni clubs regularly send referrals to MPS and at least 30-40% of a batch comprises of referrals. The alumni also act as peer leaders and mentors to students undergoing training at MPS, motivating them to overcome their challenging circumstances. Further, in F20, 101,391 youth from 856 ITIs, Polytechnics, Arts & Science Colleges across 16 states of India, received training through 2,374 Mahindra Pride Classrooms. Of this, 71248 students were supported by M&M. The Mahindra Pride Classrooms provided 40-120 hours modules of training to final year students covering English Speaking, Life Skills, Aptitude, Interview, Group Discussion and Digital Literacy. d) MAHINDRA HARIYALI – The Mahindra Group is committed to planting one million trees every year. Apart from the obvious environmental benefits there are additional livelihood benefits for the local tribal communities. For. e.g. in Araku Valley in Andhra Pradesh, the trees planted include fruit bearing trees and coffee saplings, which also yielded high returns to the Adivasi tribal population in this region. Apart from the Araku valley, plantations undertaken by communities across the country have focused on planting fruit bearing trees. Since the economic value of such plants is high, communities are eager to adopt these projects. Awareness related to benefits of trees in arresting soil erosion and climate change too has increased in the recent past. The testimony of the community adopting the project is evident through the survival rates of the plantations, which is 96% for Araku Valley (external audit by UNIQUE Forestry and Land Use GmbH in 2019) and “above 80%” for other locations (external audit by Bombay Natural History Society in 2019). Principle 9: Businesses should engage with and provide value to their customers and consumers in a responsible manner 1. What percentage of customer complaints/consumer cases are pending as on the end of financial year. Customer complaints are treated very seriously in the organisation. We hear our customers through various mediums such as emails to customercare@ mahindra.com, With You Hamesha 24X7 Call Centre toll free no, websites, tweet handle, telephone, letter, fax etc. The status of pending complaints/ cases as on March 31, 2019 is as follows: 2019-20 Automotive Division Farm Division (Including Swaraj) Total Percentage of Consumer Cases Pending against M&M as on 31st March 2020 of cumulative cases pending or filed since 1st April 2009. 32.30% 34.36% 32.81% Auto Division – Customer Complaints Receiving Period Total Complaints registered in this period Open Closed Open % Close % F20 40,849 190 40,659 0.5% 99.5% F12-F20 2,92,485 190 2,92,295 0.1% 99.9% Farm Division – Customer Complaints Receiving Period Total Complaints registered in this period Open Closed Open % Close % F20 14,765 21 14,744 0.14% 99.86% F11-F20 1,49,018 25 1,48,965 0.02% 99.96% F20 Swaraj Division 1,336 19 1,317 1.4% 98.6% F11-F20 Swaraj Division 3,702 19 3,683 0.9% 99.1%