| • |
Introduction of ‘customer
complaints tracking database’ and inter-connection
of information databases at various locations
of the Company have aided in accurate and
faster responses to customer complaints. |
| • |
The Company commissioned a safety audit
to gain a better understanding of causative
factors of accidents and their prevention.
The Company has already taken steps to implement
the recommendations. |
| • |
Participation of prominent academicians
in the Consultative Committee of the Company
has helped in enhancing direct customer interaction.
This has not only lead to satisfactory redressal
of customer grievances but also helped the
Company to take preemptive actions. |
| • |
The open house meetings for direct interaction
with various Industry Associations, consumer
groups and the independent Appellate Authority
have continued to play an important role.
|
| • |
49 open house meetings were held during
FY 2003-04. |
| • |
No appeal is pending for hearing before
the Appellate. |
| • |
The Company has plans to establish a few
IT enabled customer care centers to furnish
information in the coming year. |
