MAHINDRA & MAHINDRA LTD. | Integrated Annual Report 2022-23

222 MAHINDRA & MAHINDRA LTD. Integrated Annual Report 2022-23 3. Describe the mechanism to receive and redress grievances of the community. NA 4. Percentage of input material (inputs to total inputs by value) sourced from suppliers: FY 2022-23 FY 2021-22 Directly sourced from MSMEs/small producers 11% 12% Sourced directly from within the district and neighbouring districts 78% 68% PRINCIPLE 9 BUSINESSES SHOULD ENGAGE WITH AND PROVIDE VALUE TO THEIR CONSUMERS IN A RESPONSIBLE MANNER ESSENTIAL INDICATORS 1. Describe the mechanisms in place to receive and respond to consumer complaints and feedback. The Mahindra Relationships Center (MRC) manages Toll free numbers, Social Media Platforms and an email address through which consumer can raise their complaints. 2. T urnover of products and/services as a percentage of turnover from all products/service that carry information about: As a percentage to total turnover Environmental and social parameters relevant to the product 100.00 Safe and responsible usage 100.00 Recycling and/or safe disposal 100.00 3. Number of consumer complaints in respect of the following: FY 2022-23 (Current Financial Year) FY 2021-22 (Previous Financial Year) Received during the year Pending resolution at end of year Remarks Received during the year Pending resolution at end of year Remarks Data privacy – – NA – – NA Advertising – – NA – – NA Cyber-security – – NA – – NA Delivery of essential services – – NA – – NA Restrictive Trade Practices – – NA – – NA Unfair Trade Practices – – NA – – NA Other (Consumer Complaints) 65,330 1,863 – 51,151 1,061 – 4. Details of instances of product recalls on account of safety issues: Number Reasons for recall Voluntary recalls – NA Forced recalls – NA 5. Does the entity have a framework/policy on cyber security and risks related to data privacy? (Yes/No) If available, provide a web-link of the policy. Yes, https://mahindra.com/privacy-policy. 6. Provide details of any corrective actions taken or underway on issues relating to advertising, and delivery of essential services; cyber security and data privacy of customers; re-occurrence of instances of product recalls; penalty/action taken by regulatory authorities on safety of products/services. NA