In the Paperboards & Specialty Papers Business, samples of Company’s value-added products used for packaging food and pharmaceutical products are tested annually by an independent reputed laboratory for compliance with US FDA standards. All suppliers of inputs for the manufacture of these value-added products also have to certify that the supplies are compatible with the prescribed Safety norms.

In the Leaf Tobacco Business the products are industrial in nature. 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.

In the Packaging & Printing Business the products are mostly secondary packaging and are designed in consultation and co-ordination 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 including online display on TV screens in the rooms. Customers are encouraged to participate in various Safety exercises and activities.

Consumer Privacy
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 fulfilment 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.

The Leaf Tobacco Business is in the process of adopting a CRM (B2B Portal) web site targeted at its customers. This would serve 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 will be made accessible through a secured account (specific Login ID and Password) only.

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

Code of Professional Conduct
ITC’s Code of Professional Conduct requires that all Company employees must avoid situations in which their personal interest could conflict with the interest of the Company. This is an area in which it is impossible to provide comprehensive guidance. But the practical guiding principle is that any conflict or potential conflict must be disclosed to higher management for guidance and appropriate action.

All Company employees must ensure that in their dealings with suppliers and customers, the Company’s interests are never compromised. Accepting gifts and presents of more than a nominal value, gratuity payments and other payments from suppliers or customers is viewed as a serious breach of discipline as this could lead to compromising the Company’s interests.

Political Contributions
ITC did not make any political contributions during the financial year 2003–04.