STATUTORY REPORTS | Business Responsibility and Sustainability Report 293 * The company’s CSR initiatives focus on empowering girls through education, enabling women through skill development, strengthening maternal and newborn healthcare, and promoting environmental conservation. Flagship programs include Project Nanhi Kali, supporting holistic development of girls from Grades 6–10; Kaabil, which enhances women’s economic participation through employability, domain, and agri-skilling; and Jal Samriddhi, which advances community-led water conservation and climate-resilient water management. These initiatives are aligned with the UN SDGs, national CSR guidelines, and the company’s ESG commitments. ^ CSR Projects have been consolidated into Themes 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. [GRI 2-25, GRI 2-29] The Mahindra Relationships Center (MRC) manages Toll free numbers, Social Media Platforms and an email address through which consumer can raise their complaints. 2. Turnover of products/services as a percentage of turnover from all products/service that carry information about [GRI 417-1]: 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 [GRI 418-1]: FY 2025-26 Remarks FY 2024-25 Remarks Received during the year Pending resolution at end of year Received during the year Pending resolution at end of year Data privacy 0 0 NA 0 0 NA Advertising 0 0 NA 0 0 NA Cyber-security 0 0 NA 0 0 NA Delivery of essential services 0 0 NA 0 0 NA Restrictive Trade Practices 0 0 NA 0 0 NA Unfair Trade Practices 90 6 NA 0 0 NA Other (Customer Complaints) * 99,195 2,016 NA 83,288 1,463 – * We adopt a proactive approach to identifying and addressing customer complaints. The reported figures include both service- and sales-related complaints, contributing to the overall volume. In FY26, pre-sales have been excluded, as these primarily relate to enquiries and are not classified as complaints. 4. Details of instances of product recalls on account of safety issues [GRI 416-2]: Number Reasons for recall Voluntary recalls 0 NA Forced recalls 0 NA
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