In the Leaf Tobacco Business the products are manufactured as per customer specifications. The customers in this business are large Cigarette Manufacturers and international Tobacco Merchants who themselves have well laid down Health and Safety Guidelines. Besides, both Anaparti and Chirala GLT plants have been certified under ISO 14001 for environment management and OSHAS 18001 for occupational health and safety management systems.

In the Packaging & Printing Business the products are mostly secondary packaging and are designed in consultation with the customers.

In the Hotels Business, policies are in place to ensure the highest standards of customer Health and Safety. The policies are prominently displayed at conspicuous locations in the hotels. Customers are encouraged to participate in various Safety exercises and activities.

The Foods Business ensures adherence to highest levels of quality standards in designing, manufacturing and selling packaged branded food products.

Raw materials are sourced through established internal/external vendors, who are periodically monitored for quality of supplies. Vendors are selected after evaluation on parameters of quality and consistency.

The Business operates on a model of outsourced manufacturing. The base premise of the agreements with the manufacturers is adherence to quality standards, more stringent than the existing statutory requirements. The quality performance of each manufacturer is monitored on a daily basis apart from periodic quality audits. All the manufacturers are encouraged to obtain certification in accordance with HACCP (Hazard Analysis & Critical Control Point) requirements. 16 out of 31 outsourced manufacturers have already received HACCP certification, and the rest are in various stages of progress.

The supply chain is designed to ensure highest levels of hygiene across the material/product handling chain. System for identification and destruction of old/damaged/defective products is strictly implemented and monitored in the entire chain.

The Lifestyle Retailing Business ensures adherence to Health & Safety Standards in its Products by following guidelines set by International Retailers right from the Product Design and Development stage.

Identification and choice of Fibres & Fabrics is preceded by rigorous evaluation of the mills and their facilities as well as validation of conformity to product specifications drawn out through benchmarking conducted with assistance of internationally accredited Textile Testing Laboratories. All raw materials/products are tested in ITC’s in-house state-of-the-art Testing Laboratory and only those products conforming to the standards set through Product Protocols are allowed to pass muster.

While all the businesses treat customer-related information as strictly Private and Confidential, the procedures, management systems & compliance mechanisms vary in view of the diverse nature of ITC’s businesses. Customer-related information is consciously and discerningly made available to only those individuals in the organisation who interface with customers and require this information to ensure that customers are delighted with the fulfillment of their exacting needs and requirements.

Consumer information in the FMCG-Cigarettes Business is gathered by nominated external agencies on behalf of ITC. In the process of collecting this information, all contact with the consumer for market research is conducted with complete adherence to the code of conduct stipulated by MRSI (Market Research Society of India). This policy applies to all market research conducted across India.

Specific clauses on Consumer privacy and confidentiality of information are incorporated in documents like Questionnaires and Discussion guides. Compliance with these clauses is ensured by agreements with agencies, which require complete confidentiality of information gathered from the consumer. Access to consumer information is restricted and information cannot be traced back to specific individuals.

In the Leaf Tobacco Business, all customer-related data is treated as private and confidential. The data is made available only to the authorised Managers, who are all bound by the confidentiality clause. Further, the business has a CRM (B2B Portal) website targeted at its customers. This serves both as an information and transaction Portal. Access to all relevant data pertaining to customers – sample requirements, order, processing, shipment and other quality-related information is made accessible through a secured account (specific Login ID and Password) only.

In the Hotels Business, policies & procedures have been clearly laid down to protect the privacy of guests. The systems and procedures are also regularly audited.

In the Foods Business, consumer information/feedback is gathered by nominated external agencies on behalf of ITC. In the process of collecting this information, all contact with the consumer for market research is conducted with complete adherence to the code of conduct stipulated by MRSI (Market Research Society of India). This policy applies to all market research conducted across India. The Kitchens of India and Candyman websites state the privacy policy for the consumer.

The Lifestyle Retailing Business ensures that all consumer-related information is kept private and confidential. Access to the same is available only to authorised Managers in the organisation and nominated agencies who interface with the consumer.