We continued to improve our systems to prioritise and address the needs and concerns of all our stakeholders, across all businesses and units as well as at the Corporate level.

We believe, as trustees of shareholders’ wealth, it is our responsibility to protect and enhance their wealth and we continue to enjoy their trust.

Their primary concerns remain continued profitability and growth, communication and investor servicing.

As one of India’s foremost private sector companies, we have performed consistently well and since inception of the Company, have rewarded our shareholders with uninterrupted dividend and issue of bonus shares from time to time.

Our Chairman addresses and provides clarifications to shareholders at least once a year, at the Annual General Meeting, the principal forum for face-to-face interaction, in the presence of the entire Board. The Board encourages open dialogue with all the shareholders–individuals, corporate or foreign investors.

Our corporate website www.itcportal.com provides comprehensive information and an exclusive section on ‘Shareholder Value’ serves to inform and service shareholders; an exclusive e-mail ID has also been provided to the shareholders for direct interaction.

Our Investor Service Centre (ISC), accredited with ISO 9001:2000 certification for its investor servicing, provides high quality service to our ‘providers of capital’ through its dedicated and trained team of professionals supported by state-of-the-art infrastructure and systems.

Understanding our customers and addressing their needs and aspirations continued to be prime focus for all our business strategies and plans.

Both traditional tools and innovative approaches such as market surveys, ongoing personal contacts/visits, effective capture & prompt response to any complaints, key account managers, joint development/improvement projects, etc., were deployed to understand their needs and preferences.

During the year we continued to delight our customers through newer products, value added services and improvement in product quality. Our R&D experts and world-class laboratories supported newer products/variants and benchmarked quality.

We continued to make significant investments in infrastructure and IT to further improve the supply chain management thereby improving availability of our products.