Page 114 - Hitachi IR 2025

BUSINESS RESPONSIBILITY & SUSTAINABILITY REPORT
Sl.
No. CSR project No of persons benefitted
from CSR projects
% of beneficiaries from vulnerable
and marginalized groups
5 Green initiative – Maintenance of traffic islands at
Vadodara
General public in the city 100%
6 Green initiative- Development of greenery at Fire
Department, Bangalore
General public in the city ~50%
7 Urban afforestation at Manjalpur, Kendra nagar
& Sayyajibaug Road. Green cover development
under Vadodara Municipal Corporation
General public in the city 100%
8 Technology Colloquium at NIT Warangal, IIT Delhi
& BVM Engg College, Anand
700 ~ 20%
9 Women in Manufacturing, Engineering –
empowering Girl students
250 100%
10 Digital class rooms & Sustainable energy at
Government School in Mysore
900 100%
11 Healthcare project -Sustainable Energy at Govt
Hospital Operation theatre & Maternity ward
General Public 100%
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 company customers have following channels through which complaints can be sent and following mechanism
is in place to respond to the same:
i) Customers can place the complaints through:
a. Contact Center
b. Through e-mail / Letter to the concerned area sales office or project management/order handling or
through the EPC/OEM/Distributor from which they have purchased the finished product.
ii) Upon receipt of the complaint, the sales team or the factory team who have received the complaint, will
raise in the system thru Customer compliant resolution process (CCRP) tool. The progress of these CCRP
tickets is tracked monthly.
iii) Customers if not satisfied with pace of resolution or the resolution itself, can also request for an
escalation matrix.
iv) Transactional NPS (Net Promoter Score) is used to track the customer feedback and analyzed to take
corrective action if necessary.
v) High severity customers complaints are monitored on monthly basis at management meetings.
vi) Feedback from Customer visits are monitored at various steering committee levels.
2.  Turnover of products and/ services as a percentage of turnover from all products / service that carry
information about:
The product manual provides information on Environmental and social parameters wherever it is relevant to
the product.
For products installed in the field, the Company can offer lifecycle management solutions through its Service
operations. This will support decision-making for customers to manage and maintain their assets, including when
it is time for upgrades and decommissioning of assets. The Company is expanding its solutions for product end-
of-life management, which have already contributed to large amounts of recycled material in certain markets.
One of the key pillars of its service strategy is extending the life of its customers’ electrical infrastructure.
Particulars As a percentage of total turnover
Environmental and social parameters relevant to the product 100%
Safe and responsible usage 100%
Recycling and/or safe disposal 100%
112 Hitachi Energy India Limited