Reliance considers the trust that it shares with its stakeholders the cornerstone of its success, which has led to its sustained and profitable growth. The Company aims to respect the rights of all its employees, including contractual staff, suppliers and local communities, across its operations and value chain. It has built inherent checks and balances to identify and prevent violation of their rights and address potential impact across the value chain. Reliance prioritises salient issues – those that make communities most vulnerable and susceptible to impact, as a result of its activities and business relationships. The Company’s policies and procedures are designed to prevent and address potential risks in a timely manner as its business grows.

Reliance’s Board-level Corporate Social Responsibility and Governance (CSR&G) Committee oversees community development initiatives, ensuring stringent due diligence, review and tracking impacts.

The three key material issues identified and being addressed by the Company under its social and relationship capital include:

Community Development – Partnering for Holistic Inclusive Growth

Reliance has one of the largest commitments to Corporate Social Responsibility (CSR) spends in India. It delivers on its social commitments at the site level as well as partnering with Reliance Foundation and other NGOs for wider reach. The Company’s CSR policy and initiatives outline the vision, mission, thrust areas and key requirements as per Schedule VII of Section 135 of the Indian Companies Act, 2013. Its community-focused programmes aim at bringing about societal change and bridge developmental gaps through education, empowerment led by creation of livelihoods, transformation of ecosystems, reducing gender gap and promoting sustainable development. The Company is committed to supporting the nation’s goal of Atmanirbhar Bharat (Self-reliant India). The overall CSR spend for FY 2020-21 stood at `1,140 crore. The Company’s CSR initiatives have served over 4.5 crore people in over 44,700 villages of India since inception.

Reliance’s initiatives went a long way in rebuilding disrupted livelihoods, promoting the health and welfare of people, strengthening water and food security while enabling and skilling women and youth. Its communitybuilding initiatives focus on rural transformation; education; health; sports for development; arts, culture and heritage; disaster response and urban renewal. It leverages technology for implementing developmental solutions through trained professionals.

A detailed overview of the Company’s CSR programmes and spends is presented in page 213 of the Integrated Annual Report.

Reliance Foundation is managing nearly 875 beds, including 145 ICU beds, across three locations in Mumbai. Additionally, it is setting up a 1,000-bed COVID-19 Care facility with oxygen supply in Jamnagar. Further, Reliance deployed an extremely efficient and seamless process that enabled vaccination of more than 50,000 citizens in its Sir H. N. Reliance Foundation Hospital. Reliance is supplying over 1000 MT of medical-grade oxygen per day to states to meet the needs of one in 10 patients across the country.

Education

Reliance adopts a multi-pronged approach with an aim to ensure no child is left behind. Quality education is provided to 15,000+ annually through 14 Reliance Foundation Schools. Through Reliance Foundation, the Company has partnered with 244 schools across seven states, positively impacting more than 1,700 teachers and over 64,000 students through digital classrooms. The Dhirubhai Ambani Scholarships have supported 12,776 deserving students across India, including 50% women scholars and 20% differently abled students since its launch in 1996. The programme has partnered with 27 State Boards, CBSE Board schools and junior colleges to identify top-ranking students for the scholarship.

Customer Satisfaction - Ensuring Sustainable Growth

Reliance aims to become the world’s most customer-focused company and actively strives to achieve customer delight. It provides customers with a wide range of choices, an outstanding value proposition, superior quality and unmatched experience across all its businesses. Further, the Company develops new products and services with an aim to ensure the health and safety of its customers. The Company believes customers are key to a sustainable future and earning their trust motivates the Reliance team to exceed customer expectation every time.

Customer satisfaction surveys:

To keep a pulse on customer experience, the Company conducts regular satisfaction surveys to seek and incorporate their feedback to develop better products and services. Customers can reach Reliance round the clock through several channels customised for each business line. The customer feedback received is channelised into outcomes subject to the nature of business. For example, in the case of Reliance Retail, the robust customer feedback mechanism provides actionable market insights to improve customer experiences and performance; while in case of Jio, the feedback surveys capture vital insights in terms of customer onboarding, usage of services and devices, and customer experience of issue resolution. This customised approach to engage with customers across its varied businesses has supported the Company’s endeavours in developing and adopting new and emerging technologies and strengthening product stewardship.

Enhancing customer experience:

Reliance is improving customer experience across its businesses through digitisation. Measures such as collaborative planning through Customer Relationship Management (CRM) platforms to effectively manage demand and use of mobility apps for approvals, account management and customer visits have helped deliver service excellence to customers. Deploying AI and ML tools to detect changing patterns of customer behaviour has helped Reliance design better products and services, resulting in customer delight and enhanced personalisation. Initiatives such as a secured document sharing platform (E-Room) for effective collaboration with internal as well external bodies were developed primarily with a workfrom- home focus during the pandemic. Reliance Retail has ensured incessant supply of essential food and other items to millions of Indian families during pandemic

Vendor-managed inventory:

A seamless Vendor Managed Inventory (VMI) has been launched to improve customer satisfaction by assuring supply and reduced working capital requirement resulting in efficiencies of cost, supply and service.

Data privacy and security:

Reliance pays stringent attention to data privacy and data security. Jio privacy and security programme maintains the highest-level focus on three key aspects – embedding security in design, effective governance and enabling organisation-wide security awareness. A highly effective governance structure with seamless processes ensures asset security, customer data privacy and reduced incidences of security breaches.

As on March 31, 2021, 993 customer complaints were received of which 957 were successfully resolved. Subsequently, most of the remaining complaints have been resolved.

Supply Chain Management – Building Inclusive and Sustainable Supply Chains

Reliance’s products and services portfolio touch almost all Indians daily, cutting across economic and social spectrums. This necessitates the establishment of a strong, resilient and sustainable supply chain to support the Company’s growing businesses and customer needs. Reliance businesses -Retail, Digital, O2C, Exploration and Production – are powered by robust and sustainable supply chains.

The Company shares strong partnerships with its vast pool of suppliers and partners. This has enabled it to build and run world-class supply chains that are critical for its growth. In turn, Reliance creates value for its partners, giving them impetus to grow sustainably and in turn deepen value creation for others. This cycle of value creation plays a key role in powering India’s overall economic prosperity. The Company enables and empowers its supplier partners through capacity building, by deploying best-of-breed production and business practices and by ensuring sustainability across the value chain.

Transparent and Efficient Evaluation, Selection and Management of Supply Chain