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ITC Limited
Sustainability Report 2012
Statement GRI
Application Level Check Chairman's Statement:
ITC's Vision and Strategy Key Impacts, Risks
and Opportunities ITC:
Organisational Profile Certifications,
Honours and Awards Report Profile, Scope
and Boundary Governance,Commitments
and Engagements ITC's Triple Bottom Line
Performance GRI Index Annexures
Sustainability Report 2012  Go to contents page
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Social Performance

Product Responsibility

 Customer Safety - Our Prime Concern

Our uncompromising commitment in providing world-class products and services to satisfy customers on a consistent basis is supported by concern for the safety of our consumers/ customers.

New product creation in our Cigarettes Business involves consideration of global developments and is supported by comprehensive research and testing facilities at ITC Research & Development Centre, where laboratories conform to ISO/IEC 17025 and are certified by NABL (National Accreditation Board for Testing and Calibration.) We use proprietary software for regular monitoring and review of stringent product specifications of all the raw materials. The manufacturing units have state-of-the-art facilities, cutting edge technology and international quality management systems, which are constantly reviewed and upgraded.

With the objective of preserving customer health and safety, the Foods Business ensures adherence to highest levels of quality, safety and hygiene standards in manufacturing processes and in the supply chain. The Business operates predominantly on a model of outsourced manufacturing. The quality performance of each manufacturer is monitored on a daily basis. All the Units of the Foods Division owned by ITC have already been Hazard Analysis and Critical Control Point (HACCP) certified. Majority of the outsourced manufacturing units have also achieved this certification and the remaining Units are progressing fast towards achieving this certification.

All the products in our Education & Stationery Products Business use approved non-hazardous materials e.g. ECF (Elemental Chlorine Free) paper, ink, dyes etc. Since the primary consumers of these products are children, stringent process quality control measures are in place to ensure safe products.

In our Agarbatti Business IFRA (International Fragrance Resource Association, Geneva) approved chemicals are used in the fragrances for the manufacture of Mangaldeep Agarbattis. The laid down processes in manufacturing are designed to ensure product safety and consistency.

In our Personal Care Products Business, products have been created through extensive research and consumer engagement. The products have been developed in the state-of-the art R&D centre in Bengaluru, by our team of highly skilled professionals over the last several years. The formulations use internationally recognised safe ingredients and are subjected to the highest standards of safety and performance. The manufacturing facilities adopt stringent hygiene standards, benchmarked manufacturing practices and robust quality systems.

In our Information Technology Business, quality of the software is assured through well-defined QMS following SEI – CMM framework and certified by ISO 9001-2000 IT guidelines. We ensure the security of the software by using standard software packages from reputed specialist organisations. Effective access control and asset management mechanisms are certified under ISO 27001 frameworks.

In our Hotels Business, policies are in place to ensure the highest standards of customer health, security and safety. Effective measures are taken to ensure that these policies are implemented and standards continually improved upon.

Our Paperboards & Specialty Papers Business is the pioneering manufacturer of Elemental Chlorine Free (ECF) pulp in India, which ensures the levels of dioxins and furans in the pulp to be less than 1 PPT (Parts Per Trillion)
Our Paperboards & Specialty Papers Business is the pioneering manufacturer of Elemental Chlorine Free (ECF) pulp in India, which ensures the levels of dioxins and furans in the pulp to be less than 1 PPT (Parts Per Trillion). The global migration test is conducted periodically on all food grade paper and paperboards for compliance with the US FDA standards and to adhere to prescribed limits for presence of heavy metals. All manufacturing ingredients other than those sourced internally, are procured from reputed international suppliers and must conform to US FDA standards as well as BFR recommendation No. 36. We ensure that the components of food allergens listed in the EC directive 2003/89/ EC and the US FDA Act are not used in any of the virgin grade boards and papers. The Bollaram Unit, manufacturing food grade board for direct food contact, is ‘third party’ certified in accordance with BRC/IoP (British Retail Consortium/Institute of Packaging) standards. Pira, a renowned testing and consultancy firm, now certifies our ‘Indobarr’ and ‘Cyber Propac’ brands to be compliant with German BFR standards for Food Packaging.


In our Safety Matches Business, all products conform to the specified standards as per BIS. In addition, all match sticks in our products are specially carborised to prevent after glow thereby enhancing consumer safety.

Our Packaging & Printing Business uses only safe/approved materials/films and paperboards from either our own Paperboards & Specialty Papers Business or other approved suppliers. The Chennai unit is the first in India to achieve IQRS (International Quality Rating System) Level 8 (Certified by DNV) followed by Munger Unit.

In the Agri Business, products are sold or exported entirely as per customer specifications and requirements. Products in Choupal Saagars and Choupal Fresh are sourced from reputed companies as per statutory norms. In addition, fruits and vegetables in Choupal Fresh are sourced from farmers and mandis. Stringent process control and quality inspection norms are in place to ensure the quality of all products.

In the Leaf Tobacco Business the products are manufactured as per customer specifications. The customers in this business are large domestic and international cigarette manufacturers and tobacco merchants. We ensure that the specifications are meticulously complied with. Hygiene and Infestation Management Systems to control infestation are in place.

Our Agri Extension Services are designed to ensure Seed Integrity, Pesticide Residue Level monitoring and Non Tobacco Related Matter (NTRM) elimination to promote Product Hygiene standards. Several additional measures to eliminate NTRM across the value chain were implemented during the year. Both Anaparti and Chirala GLTs have been certified to ISO 9001, IQRS Level 7 and other accredited third party certifications.

With a view to provide the highest standards of customer satisfaction, health and safety in our Lifestyle Retailing business, prior to manufacture, inputs are tested for conformance in our in-house state-of-the-art R&D centre, accredited with NABL and certified to international standards. Product quality is monitored through an internal rating system (PQRS) along with an external AQL norm followed internationally for apparel.

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