annual-report-FY2021

214 COMPANY OVERVIEW BOARD’S REPORT MANAGEMENT DISCUSSION AND ANALYSIS CORPORATE GOVERNANCE BUSINESS RESPONSIBILITY REPORT STANDALONE ACCOUNTS CONSOLIDATED ACCOUNTS • The Mahindra Hariyali project at Araku follows a participatory approach in its planning and implementation and requires complete involvement of all the tribal families associated with the project. • In a bid to ensure transparency, farmers are consulted at every step in the program process and farmers societies have been formed to ensure ownership and community participation in the decision making. • The testimony of the community adopting the project is evident through the average survival rates of the plantations, which is 93.5% for Araku Valley (external audit by UNIQUE Forestry and Land Use GmbH in 2019) and 83.68% 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 organization. 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 31 st March, 2021 is as follows: 2020-21 Automotive Division Farm Division (Including Swaraj) Total Percentage of Consumer Cases Pending against the Company as on 31 st March, 2020 of cumulative cases pending or filed since 1 st April, 2009. 32.16% 40.22% 33.80% Auto Division – Customer Complaints Receiving Period Total Complaints registered in this period Open Closed Open % Closed % F21 33,032 505 32,527 1.53% 98.47% F12 -F21 3,25,517 505 3,25,102 0.16% 99.84% Farm Division – Customer Complaints Receiving Period Total Complaints registered in this period Open Closed Open % Closed % F21 13,400 56 13,344 0.42% 99.58% F11-F21 1,62,418 56 1,62,362 0.03% 99.97% F21 Swaraj Division 2,583 68 2,515 2.63% 97.37% F11-F21 Swaraj Division 6,285 68 6,217 1.08% 98.92% 2. D oes 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) Y es. In addition to mandatory requirements, the Company also provides service and safety labels as deemed appropriate. e.g.: Product fuel economy data displayed for each variant at selling points (Dealership). 3. I s there any case filed by any stakeholder against the company regarding unfair trade practices, irresponsible advertising and/or anti-competitive behaviour during the last five years and pending as on end of financial year. If so, provide details thereof, in about 50 words or so. Y es. The Company has been impleaded in the below listed proceedings that allege unfair competition/ trade practices. The Company believes that the allegations are untrue and without merit and is vigorously defending itself in these proceedings. Description of the matters pending under the Competition Act, 2002: Case No. 3/2011: B ased on the information given by the Informant ‘Shamsher Kataria’ against 3 car manufacturers about non-availability of spare parts in the open market, the Competition Commission of India (CCI) commenced investigation of 17 car manufacturers. On 25 th August, 2014 CCI passed an order (“Order”) against fourteen companies including Mahindra & Mahindra Limited (M&M). By this Order, the CCI imposed a penalty of Rs. 292.25 crores amounting to 2% of the average annual turnover for the years 2007-08, 2008-09 and 2009-10. M&M vide a Writ Petition W.P.(C) 6610/2014 (“W.P”) filed before the Delhi High Court challenged the constitutional validity of certain sections of the Competition Act, 2002 based on which the order and penalty was decided