Indian Rare Earths Limited

Vigilance

Indian Rare Earths has a full fledged Vigilance Department in the Corporate office headed by a Chief Vigilance Officer. CVO is responsible for investigating complaints about corruption and malfeasance in the organisation. Besides Corporate office, the four Field Units also have Vigilance outfits in the form of part time Vigilance officers. Complaints if any, about corruption can be made at the following address

Shri Atul Kumar Shukla IFS

Chief Vigilance Officer

Indian Rare Earths Limited

ECIL Building,

Plot No:1207, Veer Savarkar Marg,

Prabhadevi, Mumbai - 400 028

Tel. No: (022) 2422 1068 (Direct)

EPABX (022) 2421 1630

(022) 2421 1851

(022) 2422 0230

Fax No:(022) 2438 5576

E-mail: cvo@irel.gov.in / irelcvo@rediffmail.com

(a) Shri Lingaraj Mohanty

Deputy General Manager (Vigilance)

Corporate Office, IREL, Mumbai

Tel. No: (022) 2431 4593 (Direct)

EPABX (022) 2421 1630

(022) 2421 1851

(022) 2422 0230

Fax No:(022) 2438 5576

E-mail: vigilance-ho@irel.gov.in

(b) Shri Sudha Shankar

Deputy Manager

Corporate Office, IREL, Mumbai

Tel. No: (022) 2421 1630

EPABX (022) 2421 1851

(022) 2422 0230

Fax No: (022) 2438 5576

E-mail:sshankartk@rediffmail.com

OSCOM unit - Shri S. Mohanty

Odissa Sr. Manager (HRM) & Vigilance Officer

Orissa Sands Complex

IREL, P.O.: Matikhalo,

District - Ganjam, ODISSA - 761 045

Tel.No: (06811) 257 890 - 95

Fax No: (06811) 257 988

E-mail :bubunmohanty@yahoo.com

head-ireo@irel.gov.in

RED Aluva unit - Shri G. Balasubramanian

Kerala Sr. Manager (HRM) & Vigilance Officer

Rare Earths Division

IREL, P.O.: Udyogamandal

District - Aluva, KERALA - 683 501

Tel. No: (0484) 254 5062 - 65

Fax No: (0484) 254 6299

E-mail :gbala70@gmail.com

Manavalakurichi - Shri A. K. Mohapatra

unit, Tamil Nadu General Manager (Projects) &

Vigilance Officer

Mineral Division, IREL

P.O.: Manavalakurichi

District - Kanyakumari, TAMIL NADU - 629 252

Tel. No:(04651) 237 255 - 57

Fax No:(04651) 237 220

E-mail :headmk@irel.gov.in

Chavara unit - Shri N. Selvarajan

Kerala Sr. Manager (HRM) &

Vigilance Officer

Mineral Division, IREL

P.O.: Chavara

District - Kollam, KERALA - 691 583

Tel. No: (0476) 268 0701 - 05

Fax No: (0476) 268 0141

E-mail: vig-ch@irel.gov.in

hrm-ch@irel.gov.in

Initiatives taken by IREL for improvement of systems and procedures, complaint handling and grievance redressal relating to customer oriented services.

IREL being an ISO 9001 & ISO 14001 company is committed to provide excellent quality of services to its customers. It has taken, among others, following initiatives to improve systems and procedures, complaint handling and grievance redressal relating to customer oriented services.

Systems & Procedures

The company has set systems for dealing with customer enquiries related to product sales, both in domestic and export markets, alongwith receiving purchase order from customers and processing them for dispatch of requisitioned products from production units. The system has multilevel checks with proper arrangement of documenting such requests and orders, processing them at 3 levels (viz. secretarial, supervisory and managerial) till the queries / purchase orders are answered / executed to the satisfaction of customers.

During the period of product shortage (e.g. rutile and zircon shortage), the company has adopted the policy of making available quantity of its product (available with company) to its customers based on pre-determined

formula i.e. keeping in consideration customer loyalty measured in terms of past purchases, status of customer as an end user of the product, compliance with statutory license conditions depending on the product type, accommodation of govt. users, etc.. The above distribution is subject to routine periodic checks at managerial levels and by external agencies viz. Audit department.

Customers’ Complaint Handling

Marketing department in each production unit has adopted ISO 9002 for their regular operation and under this system documented procedures are followed for attending to customer complaints regarding product quality, delay in delivery, etc.. In some of the units Customer Service and Complaint Redressal Cell has been established. The cell is headed by the unit Head. The cell meets periodically as well as on emergency basis, if required, for ensuring best customer service. The main objectives of cell includes resolving customer complaints by recommending corrective / preventive actions and reviewing its implementation. If required, the customers are also given opportunity to be present during the meetings of the cell. Customer feed back is also obtained through prescribed questionnaire. This feed back is used to improve customer service.

Director (Marketing) handles the matters which are beyond the administrative and financial powers of concerned unit heads and gets such disputes related to customer complaints settled.

Grievance Redressal

Grievances of customers related to product quality, servicing of purchase orders, availability of products of the company in short supply, etc.. are documented properly and action on such matters recorded. Director (Marketing) functions as the grievance redressal authority and interfaces with the administrative ministries, registered professional trading/manufacturing association and other statutory bodies in such matters. Grievances still remain unredressed come to CMD for their final redressal.

Committee of functional Directors (called PENTEX) deliberates policy matter relating to grievances and redressal thereof for the corporate as a whole.

Head (HRM) is in-charge of public/staff grievance redressal system.

GOI Resolution on Public Interest Disclosure and Protection of Informer.