STATUTORY REPORTS
PRINCIPLE 9: Businesses should engage with and provide value to their consumers in a responsible manner
1. Describe the mechanisms in place to receive and respond to consumer complaints and feedback.
GNFC has established a comprehensive framework for addressing consumer complaints. An online feedback form is available on the Company’s website at https://www.gnfc.in/contact-us/ Customers may also raise product-related concerns through multiple channels, including email to the respective Head of Department (HOD) or customer care, telephonic communication via the customer care number printed on fertilizer bags, and in-person visits to Narmada Khedut Sahay Kendra (NKSK) retail outlets. Details of NKSK locations are available at https://www.gnfc.in/narmada-khedut-sahay-kendra/ and GNFC office locations at https://www.gnfc.in/divisions/gnfc-areaoffices/. Farmers may also approach regional offices, area offices, or retail outlets, where complaint registers are maintained for systematic recording and resolution of grievances. In addition, feedback forms are shared with major consumers and dealers to gather insights and facilitate continuous improvement of the grievance redressal mechanism.
2. Turnover 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
Safe and responsible usage
Recycling and/or safe disposal
3. Number of consumer complaints in respect of the following: FY 2025-26 (Current Financial Year) Received during the year
Pending resolution at end of year
Data privacy Advertising Cyber-security Delivery of Products Quality of Products Restrictive Trade Practices Unfair Trade Practices Other
FY 2024-25 (Previous Financial Year) Received during the year
4. Details of instances of product recalls on account of safety issues: Number