A SAGA OF HUMAN STRIDE IN THE WOMB

OF MOTHER EARTH FOR LEADING THE

NATION TO LIGHT AND THE PEOPLE TO A

SUSTAINABLE SOCIETY WITH HOLY

MISSION OF NURTURING THE NATURE AND

ENABLING THE LIFE.

SUSTAINABILITY REPORT OF 2011-12

OF

BHARAT COKING COAL LIMTED

BHARAT COKING COAL LIMTED (A Subsidiary of Coal India Limited)

KOYLA BHAWAN, KOYLA NAGAR

DHANBAD-826005

2

OUR MISSION

To Produce planned quantity of coal

efficiently and economically in an Eco-friendly manner with due

regard to Safety, Conservation & Quality.

हमारा ऱक्ष्य

सरुऺा, सरंऺण और गणुवत्ता को सम्यक प्रतिष्ठा प्रदान करिे हुए दऺिाऩूववक और ममिव्यतयिा के साथ

ऩयाववरण के अनकूुऱ योजनाबद्ध ऩररमाण में कोयऱे का उत्ऩादन करना है ।

3

4

WE ARE THE MARKET LEADERS AND THE ONLY PRODUCERS OF PRIME COKING COAL IN THE COUNTRY TO CATER THE NEED FOR

PRODUCING STEEL FOR BUILDING THE INFRASTRUCTURE AND STRENGTHENING

THE NATION.

5

VISIT OF ENVIRONMENTAL EXPERT APPRAISAL COMMITTEE, GOVT. OF INDIA, NEW DELHI

6

Creating and maintaining

the conditions under which

humans and nature can co-

exist in productive harmony

that permit fulfilling the

social economic,

environmental and other

requirements of present and

future generations.

Significant concerns about

the unintended social,

environmental and

economic consequences of

rapid population growth,

economic growth and

consumption of our natural

resources.

Making sure that we

have and will continue

to have the water,

materials, and

resources to protect

human health and our

environment

Fullest regard for the

carrying capacity of

the earth and our

surroundings for well

being of the Nature.

Our Sustainability Vision:

7

नमन है उनको जो अंधेरे से खोज ऱािे हैं खुमियों उजाऱे के

Contents Sl.No. Description Page

1. Our Company’ Mission 2

2. Our Sustainability Vision 5

3. About BCCL 8-11

4. From the Chairman and Managing Director’s desk 12

5. Insight from Directors 13-16

6. (i)Sustainability Strategy

(ii)About the report

17

18

7. Stakeholder Engagement 19

8. Materiality Analysis 20

9. Prioritization of Issues 21-25

10. Corporate Governance 26-30

11. Economic Performance 31-34

12. Environment Performance

Management Approach - Environment

35-38

13. Social Performance

Management Approach - out BCCL

39-58

14. Area Level Sustainable Development Committee 59-60

15. 10 Performance indicators as per GRI Guidelines 61-63

8

ABOUT BHARAT COKING COAL LIMITED

LOCATION OF BCCL/ JHARIA COALFIELD

Angul

District

JHARKHAND

DHANBAD DISTRICT

JHARIA COALFIELD

JHARIA COALFIELD

DHANBAD DISTRICT

JHARKHAND

BOKARO DISTRICT

65

JHARIA COALFIELD

JCF is located in Dhanbad and

Bokaro districts of Jharkhand

Area of JCF: 450 sqkm

Lease area : 273 sqkm

Lease area in RCF : 32 sqkm

BCCL, a subsidiary of CIL is the

major mining company in JCF

Bounded by Latitudes 230 37` to 230 49` North and Longitudes 860 08` to 860 30` East

BCCL has 103 mines (65 are working, 4 are proposed

and 34 are abandoned)

9

राष्ट्र कों समर्ऩवि अमर िहीद स्मारक, कोयऱा नगर, धनबाद

‘उनकी याद में जजन्होंने न्योछावर कर दी अऩनी जान देि के खातिर’

BHARAT COKING COAL LIMITED CORPORATE OFFICE, KOYLA BHAWAN

10

Digging out fire is the

ultimate and proven

method all over the

World to extinguish coal

mine fires

आग से भी जझूिे हैं हम राष्ट्र के अमूल्य संसाधन बचाने हेिु

Bharat Coking Coal Limited was incorporated in January, 1972 to operate coking coal mines (214

Nos) operating in the Jharia & Raniganj Coalfields, taken over by the Govt. of India on 16th

Oct,1971 to ensure planned development of the scarce coking coal resources in the country. The

total manpower as on 31.03.2012 is 67,934.

5.31, 27%

6.16, 32%

7.95, 41%

Coal Resources at JCF

Prime Coking Medium Coking Non-coking

Coal Reserve at JCF as on 01.04.2011; 19.43 Bt

BCCL – AN OVERVIEWThe mines of BCCL are spread over : Jharia Coalfield -273 km² Raniganj Coalfield-32km² No of operating mines under BCCL are 63 placed under

12 administrative areas viz. Baroara, Block-II,Govinpur, Katras, Sijua, Kususda, P.B., Bastacolla,Lodna, E.J., W.J, and C.V Areaso Underground-23

o Opencast- 15o Mixed – 25

The Company also runs 6 coking coal washeries , 2 non- coking/ NLW coal washeries

Six new washeries of 18.6 Mty capacity are proposed. Work order for 2 already issued.

11

BCCL Sustainable Development Committee: A Board Level Corporate Body

As per guidelines of DPE for CPSEs, a Board Level Designated Committee on Sustainable Development has been constituted and the committee has been approved in the 285th Meeting of the Board of Directors of BCCL held on dated 21.04.2012 at Koyla Bhawan Dhanbad. The names of the Honorable Members of the Board Level Designated Committee are given below:

• Shri B. Ramesh Kumar, Chairman

• Shri P.E.Kachhap, Director(personnel) - Member

• Shri Ashok Sarkar, Director (T) P&P -- Member

Shri R.M.Prasad, GM (welfare) has been nominated the Nodal Office of Sustainable Development

Committee, BCCL.

Meetings of Board level SD Committee on Sustainable development activities which held at our Corporate Office Koyla Bhawan :

Meeting details Date &

Venue Attended by Key decisions

1st SD Meeting 2

nd July‟2012 Chairman and

Committee members, Director(Finance) & DT(OP) as special invitees, General Managers & other executives

1. Constitution of Area Level SD Committees for mass awareness & dissemination of information on sustainable development activities and sustainability issues among stakeholders for long term economic, social and environmental sustainability.

2nd

SD Meeting 4th Jan‟2013 Chairman &

Committee members, CMD & DT(OP) as special invitees, General Managers and other executives

1. SD Reporting for 2011-12 is to be prepared internally and the report shall be vetted by CMPDI, Dhanbad for meeting 2012-13 MoU Target. Meanwhile tenders received for appointment of consultant for formulation of Road map of sustainable development activities and SD reporting of BCCL for the year 2011-12 are to be finalized.

2. EOI called for installation of STP at Koyla Nagar is to be finalized before 31

st ,January

2013. 3. Work of installation of Rain water Harvesting is

to be completed before March,2013.

12

13

14

15

16

17

10 points Sustainability Strategy We plan to pro-actively engage all our stakeholders in our endeavors.

1. Upholding United Nations Global Compact the principles assimilating with

company‟s business policy and honouring the core ideas of Triple Bottom

Line for making it a sustainable development company.

2. Gainfully utilize our well sensitized team of enthusiastic executives and

workforce in wide spectrum of various niches of activities for integrating the

three basic elements of sustainable development.

3. Gainful utilization of surplus mine water for converting the waste into wealth

on fixed timeline.

4. Adopting eco-friendly business operations with due regard to safety and

quality.

5. Fostering a lush green sustainable environment at our work places and

surroundings with due economical and social considerations.

6. Developing effective energy management Strategies for reducing power

consumption without negotiating with the productivity.

7. Empowering community by injecting shared value addition through various

sustainable welfare ventures.

8. Empowering PAPs and community youths by surging opportunity for their

committed self reliance.

9. Formulating Road-map for short Term and long Term Sustainable

Development in present business verticals.

10. Implementing frank & extortion free descent life for women in the society

through Women Empowerment Avenues.

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A humble submission about the report

1. First time included in MoU 2012-13 of BCCL as an Sustainable Development project/ activity in compliance of DPE Guidelines.

2. This Sustainability Report 2011-12 is a continuation of our structured efforts towards improved disclosure of Triple Bottom Line performance and enriching stakeholder relationships.

3. The present Sustainability Report 2011-12 has been prepared including ten performance indicators as per (GRI) G3 guidelines for C-level reporting as decided by Coal India Limited vide letter No.CIL/WBP/ENV/2012/4424 dated 22.06.12.

4. The content of the report has been developed on the principles of materiality and stakeholders inclusiveness.

5. For validation of the reported contents and to enhance their credibility, we shall seek external vetting of the report by CMPDI, Dhanbad.

6. The reporting period for this report is from 1st April, 2010 to 31st March 2011, which coincides with our financial year 2010-11.

7. At numerous occasions, we have included data for previous years to enable our stakeholders to compare our performance over time.

8. From 2012-13 onwards we shall follow the annual reporting cycle , the present being the first report,

9. This report is limited to BCCL‟s operations in mining of coal as a subsidiary company of the holding company Coal India Limited (A Maharatna Company). we have taken due care in preparing a comprehensive, transparent and accurate account of our sustainability performance, we acknowledge that we might have missed certain topics of relevance for our esteemed stakeholders. We seek feedback on such topics and suggestions in order to improve our sustainability strategy, performance and commitments elaborated in this report.

10. The comments/suggestions received will be reviewed and replied to as deemed appropriate by the management and will serve to improve our reporting process. You are requested to direct your comments and suggestions to:

HOD(Environment) Level-II, Koyla Bhawan Koyla Nagar, Dhanbad E-Mail: bcclenv@yahoo.com

19

Stakeholder Engagement

1. Stakeholder Engagement at BCCL has been and is a continuous dialogue with our key stakeholders for realizing and internalizing their expectations aimed at improving the related organizational business and work processes.

2. Mechanism for stakeholder‟ groups engagement at various levels within the organization is an on-going process that involves formal meetings, conferences and dedicated "Listen to the Stakeholders" events.

3. The engagement happens at: i. Corporate Level ii. Area Level iii. Colliery/Project/Unit Level

All such engagement exercises are steered by senior executives including key executives, directors of the board and chairman and managing director as appropriate.

4. Stakeholder groups representing employees, CSR beneficiaries, civil society, business partners, academicians and government bodies were invited at each of these workshops.

5. The objective remained to inform them about BCCL‟s sustainability practices, performance and most importantly, to listen to their views in the sustainability context and to incorporate stakeholders‟ suggestions for upholding best practices related to our work practices.

6. The table below depicts practices of stakeholders‟ engagement at BCCL. Stakeholder engagement processes at BCCL: Methodology followed

Stakeholder identification i. Public Hearings for environmental clearance ii. Area Consultative Committee meetings iii. Central Consultative Committee meetings iv. Corporate level Welfare Board meetings v. CSR meetings at corporate level and unit levels vi. Customers‟ oriented RCCC Meetings

Stakeholder engagement i. Kick-off meetings ii. Public Hearings iii. Trainings by company iv. Customers, suppliers satisfaction meetings v. Suggestions boxes at various locations vi. Vigilance awareness workshops

20

Materiality Analysis "Material issues in the sustainability context at BCCL emerge out of the continuous engagement and dialogue with our stakeholders.” 1. The aim of materiality analysis is to arrive at aspects that are of significance to the sustainability

context. 2. At BCCL, this is done through a process of mapping the expectations of the stakeholders and

aligning them in the organizational strategy by the management. 3. Stakeholder dialogue and consultation being a regular business activity for BCCL, we are able

to map the issues material to the key stakeholder groups reasonably and adequately. 4. The identified issues, during various stages of stakeholders‟ engagements, depending upon

their relevance and impact on the organization, are deliberated at appropriate levels of management in the organization.

5. The process starts from the collation of issues deemed material by the stakeholders. This is primarily done through the ongoing dialogue with various stakeholder groups.

6. Material issues under each of the three dimensions, viz. economic, environment and society are determined by the key stakeholders.

7. Material issues under the environmental dimension are determined by MoEF, DGMS, SPCBs and the community.

8. Material issues under the social dimension are primarily determined by the communities around where we operate, our employees and the Government.

9. The collated issues are then analyzed internally for prioritized consideration and actions as relevant.

Material issues identified through stakeholder engagement:

Sl.No. Identified material issues Abiding justification

1. Management of mining operations related environmental issues

Achieving Environmental sustainability is aimed at considering the potential environmental inputs which makes our environmental impacts assessment imperative.

2. Issues related with Quality of life including sanitation of employees‟ colony and peripheral village community

We believe in Social sustainability which will come by improving the quality of life of the stakeholders and their families.

3. Availability of Potable water as well as water for irrigation for community at large

Depletion of the water table is a global problem and so for the water scarce zone Jharia Coal Fields also. Fresh water availability is on the forefront agenda of our company.

4. Health related issues and medical care

Health care issues are the primary need for wellness of the community.

5. Empowering Project Affected Persons(PAPs) through creation of Livelihood opportunities

Empowerment of the PAPs is a major priority area of socio-economic sustainability of our stakeholders for our organization

6. Women Empowerment Women empowerment is the topmost social need for imparting social justice to women in order to respect the principle of equality of sex for the natural half sky holders of the world.

7. Rehabilitation and Resettlement of fire and subsidence affected people

We perceive this issue an imperative need for sustenance of the organization for meeting the commitment towards wellness of the community and fulfilling the need of the socio-economic sustainability at large.

21

Prioritization of Issues

Action Plan for resolving material issues on prioritized hierarchy.

Material issue identified Strategic goal set to resolve this issue

1. Rehabilitation and Resettlement

of fire and subsidence affected

people

All the fire and subsidence affected people of Jharia Coal Fields are to be

shifted to safe places and necessary arrangement for their rehabilitation

and resettlement are being done under Master plan approved by Govt. of

India.

2. Management of mining

operations related

environmental issues.

1. Prudent operational practices are being adopted to control dust

generation at source which are as follows:

• In order to reduce density of dust due to mining operations intensive water sprinkling around our working places and on transportation

1

Rahbilitation

&

Resettlement

2. Mining related environmental

issues

3. Quality of community life

(a) Potable water

(b) Sanitations & Health & Hygiene

Hygeine

4. Empowerment of PAPs

5. Women empowerment

22

roads to avoid dust generation is in practice. Wet drilling is done to avoid dust generation at source.

• The work on turn Key basis has already been awarded for one Rapid Loading System with SILO arrangement at Maheshpur which will be completed in near future. This will take care of 6 nos of existing sidings thus avoiding road transportation, loading unloading at these sidings which will in turn minimize dust emission due to these activities.

3. The estimated capital requirement for approval is Rs.103.33Cr.

Environmental impact due to air pollution shall be reduced by reducing the numbers of handling points of coal. In view of this three more RLS have been proposed at Dhansar, Tetulmari and Patherdih to cover different mines of BCCL.

2. Guidelines for covering of loaded transport vehicles are being

complied. The clause of covering of loaded coal transport vehicle has

been incorporated in the transport agreement/ contract also.

3. Coal transport roads are being made Pucca. 11.5 Km length is to be

made Pucca by 2013. Budgetery provision of Rs 6.00 Crores has

been made for implementation and work is expected to be completed

by March 2013.

4. All drillings have to be done with dust containment and suppression

systems. Sprinklers are being installed at all coal stock & sidings.

Other actions taken in this regard are as follows:

a. Guidelines in respect of dust suppression during drilling have

already been complied in all mines.

b. Total 74 nos. of mobile water sprinkler having capacity 971 KL,

are operating at present in BCCL mines

c. Further 34 additional sprinklers having capacity of 422 KLD

are engaged under hiring of HEMM for coal production

d. Proposal for Fixed type sprinklers to be installed for a length of

about 6.6 Kms in different BCCL mines/siding is in the

process.

4. Issues related with Quality of

life including sanitation of

employees‟ colony and

peripheral village community.

With an aim of improving quality of life in and around the employees‟

colony and surrounding community concerted efforts are being put

together by the company. In view of this, up gradation of the residential

colonies with more amenities is under way to make theses colonies a

model dwelling place for our workforce.

5. Availability of Potable water as

well as water for irrigation for

community at large

1. Water bodies are being created where mine discharge water will be accumulated for community use.

2. The direction of surface run-off water within premises of collieries is being diverted to the created water bodies.

3. The waste water shall be passed through oil separator-cum-filtration system.

2. One of the major thrust areas in the field of welfare is to provide drinking water to employees and their families. In this direction, many short term and long term water supply schemes have been taken up and these are going on.

i. There exist 48 nos. water treatment plants, situated in different

areas of BCCL, having total installed capacity of 13.18 MGD.

23

ii. Approximately 6.0 MGD of water is procured from network of the local state agency (MADA) for water supply, on payment @ Rs. 100 per 1000 gallons of water supplied.

For non-drinking usages, arrangement for supply of pit water also exists in different colonies. Grossly no stone remains unturned for making water available at all the houses.

iii. Deployment of Water tankers (60nos) of 3000 ltrs capacity each has been ensured. Besides, installation of Hand pumps have also been done to ensure water supply in water scarce zones also. 15 nos. Tractors have been deployed for hauling of water tankers.

iv. Total 25 nos of pressure filters have recently been installed which has augmented the installed capacity of water supply to 4.12 MGD.

v. The work of de-silting of Jamunia dam, which is the source of our largest water treatment plant of 3.5 mgd capacity at Block-II, has been taken up for increasing the holding capacity of Reservoir.

vi. As long term measure, one scheme namely “Scheme for

Multipurpose Utilization of Surplus Mine water from

Barora, Block-II & Govindpur Area of BCCL” has been taken

up which will cater the need of our worker force as well as

nearby peripheral village community at large. It will facilitate

harnessing of the mine water being discharged into the natural

water courses for gainful multipurpose usage for 25000

populations.

6. Health related issues and

medical care

1. For long term welfare measure BCCL has adopted well defined CIL CSR /Community development activities for the society. This has also resulted into a harmonious relationship between BCCL and its‟ adjacent community. Voluminous activities have been carried out over the past years in this avenue of welfare for the SC/ST and General Community in and around our Coalfield Area, a brief is as below :-

SL. NO.

I T E M/ DESCRIPTION Nos.

1. Installation/repair of hand pumps. 826

2. Digging/Renovation of well. 137

3. Digging/Renovation/Construction of Ghat /Pond. 47

4. Water Supply through Pipe Line. 277 5. Construction/Renovation/Repair of Community

Centre.

260

6. Construction/Repair of Road. 179 7. Construction/Repair/Extension of Educational

Institution.

446

8. Village Medical Health Camp Organised. 217

9. Sports/Cultural Programme 25 10 Miscellaneous/Other work.. 397

11a. Special Health Programme for villagers. i) Medical Facilities through Mobile

Medical Van ii) Beneficiaries

236

84585

b. Free Medical advice Centre Benefited people

15 9316

24

c. Free artificial limb transplantation centre Beneficiaries

01 11

d. Epidemic control/colony visit Beneficiaries

29 180

e. Aids awareness /advice centre 01

7. Empowering Project Affected

Persons(PAPs) through

creation of Livelihood

opportunities.

i. Legitimate Land loosers have been given jobs in the company as per company‟s rules.

ii. Trainings are being imparted to the youths of the surrounding community by our HRD Department to enable them becoming self reliant and self employed in various occupations and spheres of life.

iii. PAPs are being engaged in the ambitious Ecorestorartion work which has been undertaken by the company for wellness of the environment and to foster the need of the future generations in a fructuous and sustainable manner.

iv. In view of this, an ambitious training programme for the PAPs is in process. Active deliberation in this regard is going on at company level for taking help of some university/ college for arranging training for PAPs where the participants will receive requisite trainings and awareness that will help them generate various livelihood opportunities. This will prove to be a model step in the direction of capacity building for the community.

8. Women Empowerment Company is taking all possible measures to empower women employees

and women of the society at large in an endeavour to become a

responsible business in tandem with the principles of UNGC. WIPS is

doing excellent jobs for women empowerment in various spheres and

wheels of life. ‘Nari Shakti’ a voluntary organization run by the wives of

the executives is doing commendable welfare jobs for women

empowerment. A big show „Ananad Mela‟ organized every year in Nehru

Complex Ground is an exemplary and naïve step for women awareness

for entrepreneurship enterprises for women empowerment.

Topmost initiatives towards Rehabilitation and Resettlement of Fire and subsidence affected people: Efforts have been put together to combat the fire and to mitigate the effect of the coal-fire on the environmental pollution. Burning coals are being excavated from the coal seams on fire through Open Cast mining methodology.

• Sealing/blanketing of the all voids and openings with the loose soils, sand and other inert materials.

• For combating the coal fire there is a well planned strategy under Jharia Coal Fields Master Plan approved by Government of India and actions are being taken in the light of the guidelines of the Master Plan. Continuous actions on phase wise basis are being taken for dealing with fire and subsidence of the coal field for better sustainability of the land.

• Under Master Plan, total 28 nos. of Fire schemes have been proposed in Phase-I to be formulated / prepared for dealing with 67 fires sites spread in 41 collieries. Till

25

date 11 fire schemes have been approved by Board and implemented, out of which 4 nos. of schemes have been completed and rest are under different stages of execution.

• Three more fire Schemes are under preparation at CMPDIL. Further for expediting the fire dealing process, excavation methods have been resorted to by deploying Hired HEMM at various mines of BCCL. For this, the expenditure is being made from its own revenue budget.

• Against the earmarked amount of Rs.2311 crores, an amount of Rs.16 crores has been disbursed to BCCL for control of fires. Now an amount of Rs.2295 crores remains under the approved Jharia Master Plan unspent for fire control measures.

Quenching of mine fire to mine out the burning and spoiling coal –

Rescue operation of the Nation's resources

FIRE INDUCED SUBSIDENCE

Fire

POT HOLE FORMED DUE TO FIRE

village

COAL MINE FIRE

Fire quenching arrangement at mine sites

26

Corporate Governance BCCL is committed to observe Corporate Governance at different level for ensuing values, ethical behavior conduct transparency, disclosure as per laws, rules and guidelines. “Our Corporate Governance is driven by adherence to honest, ethical and professional conduct by Board of Directors and the directives of the Functional Directors of the company. The management and employees are committed to the core values of transparency, integrity and accountability.” The highest governance body at BCCL is the Board of Directors. The Board of Directors has an adequate combination of Executive (Functional) and Non-Executive Directors. As on 31stMarch, 2012, the Board of Directors consists of a full time Chairman, 4 Functional Directors, 2 Non-Executive Directors, 4 independent Directors. In addition, there are 2 permanent invitees in the Board. As per Articles of Association of BCCL, the number of Directors of the Company shall not less than three and not more than fifteen. These directors may be either whole time Functional Directors or part time Directors.

BCCL BESTOWED WITH BEST OVERALL CORPORATE PERFORMANCE AWARD FOR THE FISCAL 2010-11

27

28

29

Eight Board Meetings were held during the year 2011-12. During the year 8 Board Meetings were held on 16.04.11,18.5.11,03.07.11,10.08.11,01.10.11,07.11.11,04.02.12 and 03.03.12. Details of number of Board Meeting attended by Director, attendance of last Annual General Meeting, number of other directors etc. during the year 2011-12.

30

Department of Board Secretariat

Major activities of Board Secretariat are: • Annual General Meeting, Extra ordinary General Meeting, Audit Committee meeting,

Board meeting & FDs meetings. • Coordinating Parliamentary questions. • IPO and share related issues. • Filling of Statutory paper with R.O.C . • Establishment matter of Directors, CMD etc.

List of executives with designation an Name of Executive and CUG No.:

Sl Name of Executive Designation CUG No.

01 K. N. Mukhopadhyay GM(Company Sec.) 947059-5010

02 S. K. Mehta Sr. Mgr(F) 947059-5009

03 H. D. Karmakar Sr. Mgr.(Sectt) 947059-5025

The various committees under the board are: 1. Audit Committee 2. CSR Committee 3. SD Committee

(Please refer to annual report for the details on the specific tasks and the composition of these committees on our corporate website - http://www.bccl.gov.in/download/Annualreports/BCCL_Annual_Report_10-11& 12-13.pdf). Management of economic, environmental and social performance by BCCL Board: i. Our commitment to be world class includes the commitment to safety, health, environment

and enrichment of community life. For every financial year, BCCL signs a MoU with on various parameters of performance in the economic, social and environmental areas with CIL.

ii. The performance of the company is reviewed periodically on the achievement of MoU which is approved by the Directors before formally being signed by our Chairman and Managing Director.

iii. Board Members receive a status report on economic, environmental and social compliance before the board meetings for review, comments and suggestions.

Precautionary approach: Our operations emphasize risk management and abundant caution in our mining operational activities. We do not take lack of scientific uncertainty as a reason for delaying action in undertaking risk assessment, risk mitigation and actions for safe operations that would minimize the impact on environment. The environment clearance includes forest clearance and thus ensures that we do not own, manage or lease land and thus operate in protected areas and areas of high biodiversity. BCCL is committed to take all possible steps, as may be necessary, to fulfill the expectations of its stakeholders. BCCL has various programs to encourage participation by employees in the decision making process. All employees are free to e-mail their concerns directly to the Corporate Management through feedback system which in vogue in the company.

31

Sustainability performance 2011-12

Economic Performance

Particulars 07-08 08-09 09-10 10-11

Profit/Loss (Rs Cr) 86.61 -1380.67 794.19 1093.69

Sales Price (Rs/ton) 1043.86 1287.09 1644.79 1936.95

Cap. Outlay (Rs. Cr) 133.82 221.16 293.35 320.94

Turnover (Rs. Cr) 2954.78 3399.13 4515.15 6157.11

PAST FOUR YEARS FINANCIAL PERFORMANCE

Loss in 2008-09 is due to impact of NCWA VIII

OVERVIEW OF PERFORMANCE DURING 2011-12 Coal Production

2010-11 achievement

2011-12 Growth

Target Achiev Raw Coal(Mte) 29.004 30.20 30.203 +4.13% OBR(M M

3) 88.372 84.00 88.763 +0.44%

Productivity: OMS(Output per manshift) 2.09 2.20 2.20 +5.26% Wagon Loading(FWs/day) 2779 2941 +5.83% Coal Offtake(Mte) 29.385 30.16 30.159 +2.63% Supply of washed & direct feed coal( Mte) 1.680 1.84 1.503 (-) 0.54%*

Note: *Negative growth in supply of direct feed coal was due to low off-take of direct feed coal by steel plants. As Per MOU Washed Coal production- Coking inclusive DF -- 1.84Mte.

Non-coking -- 1.59Mte

PRODUCTION PERFORMANCE 1. Production of Raw Coal

During the year 2011-12 the company achieved overall coal production of 30.203 million tonnes compared to the achievement of 29.004 million tonnes in the previous year. Comparative figures of achievement in respect of underground and opencast production for 2011-12 and 2010-11 are shown below. :

(Fig. in Million Tonnes)

Mines 2011-12 2010-11

Target Achievement Target Achievement

Underground Production 4.500 3.483* 4.250 3.696 Opencast Production 25.700 26.720 24.750 25.308 Total 30.200 30.203 29.000 29.004

*UG production got affected due to heavy rainfall of 1541.8 mm in 2011-12 compared to 1033.9 mm in 2010-11 compelling stoppage of some u/g mines for safety reasons.

32

Break up of raw coal production into coking coal & NLW/ non-coking coal during the year 2011-12 was as under:

(Fig. in Million Tonnes)

2011-2012

2010 – 2011

1. Coking Coal 27.249

25.283

2. Non Coking Coal 2.954 3.721

Total 30.203 29.004

As per MOU: Under Ground Production of Coal = 3.48 Mte.

OBR: Overburden removal (excluding re-handling) during the year 2011-12 stood at 81.361 million

cubic metre against 83.227 million cubic metre in 2010-11. Washed Coal Production (Fig. in Million Tonnes)

Mines 2011-2012 2010-2011

Washed Coal ( C ) ( NC/WPC ) 1.825 1.421 1.702 1.549

1.374 1.896 0.690 0.992

3.199 3.317 2.392 2.541

* Including WPC recycled from Slurry & Rejects of 0.307 M.Te. in 2011-12 & 0.323

M.Te. in 2010-11. As per MOU System Capacity utilization (Overall) (Commensurate to corresponding production target) - 96.35% PLANNING The Annual Action Plan for 2011-12 was drawn up for demand of 30.0 Million tonnes. Performance against the Annual Plan Target was as follows:

(i) Planned Production: 30.000 MT (ii) Actual Production: 30.203 MT

FINANCE Capital Structure

Authorized Share Capital as on 31.03.2012. Rs. 2500 Crore

Subscribed Share Capital as on 31.03.2012. Rs. 2118 Crore

Paid-up Share Capital as on 31.03.2012. Rs. 2118 Crore Unsecured Loan The balance due to Coal India Limited as on 31st March, 2012 was Rs.1083.30 Crore as compared to previous year‟s balance of Rs.1083.30 Crore. Capital Expenditure (Rs. in Crore)

Head of Account 2011-12 2010-11

Land 0.63 21.04

Office/Service Building etc. 2.14 3.13 Residential/Welfare Buildings and Water Supply Arrangements 4.41 5.03

Plant & Machinery including HEMM and Railway Siding 302.93 177.44

Development, Prospecting & Boring 99.75 113.38

Vehicles and Furniture 0.86 0.92

TOTAL 410.72 320.94

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Financial Results During the year under review, the Company has made a net profit of Rs.822.36 Crore after considering Prior Period Adjustment Account (as compared to last year‟s net profit of Rs.1093.69 Crore). Details are as under:

Particulars 2011-12 2010-11

Profit(+)/Loss(-) before Impact of NCWAIX, Depreciation, Impairment, Finance Cost, Waiver of Apex Charges & PPA

1750.22 1316.86

Less,(i)Impact of NCWA-IX 857.18 --

(ii)Depreciation & Impairment of Assets 201.35 187.07

Waiver of Apex Charges (-)151.64 --

Prior Period Adjustment (-)1.87 (-)5.91

Net Profit(+)/Loss(-) as per Profit & Loss Account 822.36 1093.69 Payment to Exchequer

During the year, the Company paid Rs. 1331.45 Crore to the State and Central Governments towards Statutory dues against Rs. 816.69 Crore paid in the previous year. The details are as follows: (Rs. in Crore)

Particulars 2011-12 2010-11

Royalty on Coal 567.92 508.33

Sales Tax / VAT 233.74 165.71

Stowing Excise Duty 29.60 28.33

Other Cess 4.11 5.79

Clean Energy Cess 147.10 84.98

Central Excise Duty 348.98 23.55

TOTAL 1331.45 816.69 The company paid an amount of Rs. 60.46 Crore as advance in March, 2012 towards the dues of Royalty on Coal for the despatches of March, 2012 payable in April, 2012 and also for 2012-13. Out of Rs. 60.46 Crore, Rs. 46.06 Crore has been adjusted against the dues of March, 2012 and the balance Rs. 14.40 Crore will be adjusted against the dues of April, 2012

CONSERVATION OF ENERGY: The specific energy consumption in 2011-12 is 31.44 KWH/Te as compared to 32.02 KWH/Te in

previous year 2010-11. Power & Fuel Consumption:

2011-12 2010-11

a) Purchased unit(Mkwh) 949.09 928.74

Total amount(Rs. Crores) 406.17 286.31

Avg. rate/unit(Rs. per day) 4.27 3.08

b) Through D.G. sets(MKWH): 0.05 0.11

Unit/Litre of HSD 3.35 2.50

Avg. cost/kwh(Rs./KWH) 36.50 36.00

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Steady Performance 1. “Despite steady head winds, we marched ahead and achieved significant milestones, both in exploration

and production". Presently company is earning a profit of Rs. 1000.00 Crore with a net PAT Rs. 822.36 in 2011-12.

2. BCCL is committed to distribute sufficient quantum of the economic value generated to its most important stakeholder - the common man, thus touching the life of every Indian every single day.

3. We ensure the economic upliftment of the communities we operate in by providing them with several indirect economic benefits such as infrastructure development, indirect employment & livelihood, education & medical support etc.

Performance against target The performance and growth targets for BCCL are defined by the MoU with CIL which in turn is well affected by the performance of CIL as per MoU with Ministry of Coal. The long-term, organization-specific operational plans and targets are derived out of our three strategic goals. Inputs to build and guide the long-term plans are also obtained from dedicated strategic meets, conclaves at defined intervals which draw upon the managerial wisdom and insights of key executives, the board of Directors, senior government representatives. Mid-term plans are logically derived from the long-term plans by breaking them down in 5 years time-frames coinciding with the Five Year Plans of the Government of India.

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Environment Performance Management Approach – Environment "Manage and reduce current impacts, improve understanding and management of material issues such as water, energy, climate change. By definition, exploration and production of coal is extractive in nature. Therefore, it involves close interaction with surrounding environment. At the same time, coal exploration and production, the core business of BCCL, is imperative for our nation's growth and energy security. We prioritize the environmental issues in following ways: 1. At BCCL, environmental management includes larger issues such as climate change, water

and bio-diversity management, and procuring cleaner sources of energy. 2. Our approach to environment management is guided by principles of Manage, Reduce &

Diversify. Our activities impact land, water, biodiversity, local environment and climate change through wastes such as drilling waste, effluents and emissions.

3. The environment management system of BCCL is policy and system driven and it is steered at the Apex level by a Director of the Board.

4. BCCL has declared its own Corporate Environment Policy for enriching the environment and nurturing the elements of environment.

Environmental Management at BCCL 1. Diversifying Sources of Energy 2. Mitigating Climate Change 3. Managing Water & Waste 4. Stewarding Bio-Diversity 5. Improving Business Operations

Environmental Enrichment

Initiatives towards environmental reclamation:--

Mass scale afforestoration and ecorestoration on mine soils and available land is to be done under aegis of Forest Research Institute, Deheradun as a nodal consultancy agency for this work.

Initiatives Biological reclamation of land

i. Afforestation by Jharkhand State Forest Department, Dhanbad 137.4 Ha

ii. Eco-restoration in next five years as per road map by prepared by Forest Research Institute, Deheradun.

226.Ha

iii. Ecorestoration work has also been undertaken at Damoda area on Overburden Dumps under able guidance of Prof. C.R.Babu vice-chairman, EAC, MoEF, Government of India.

8 Ha

iv. Ecorestoration work at Sijua Area under FRI Deheradun 4 Ha

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Development of Green belt along Hirak road.

MONO C UL T UR E , S ING L E -T IE R S P E C IE S

Naked soil cover

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3-T IE R P L ANT AT ION WIT H NAT IVE S P E C IE S

T rees in the upper tier

S hrubs in the middle tier

G rasses in the lower tier

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VISIT OF MOEF TEAM TO BCCL FOR DEVELOPING ECO-

RESTORATION

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ECOLOGICAL RESTORATION ON OB DUMP OB DUMP BEFORE ECOLOGICAL

RESTORATION

OB DUMP BEFORE ECOLOGICAL RESTORATION

EXPECTED SCENARIO OF OB DUMP AFTER 5 YEARS SIMILAR

TO NATURAL FOREST OPPOSITE TO OB DUMP, DAMUDA

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Social Performance

Management Approach – Social “We work towards nurturing our workforce, safeguarding their rights and strengthening the national social fabric."

We Work for our Workforce i. BCCL believes in sustainable growth anchored with operational excellence through an

engaged, inspired and knowledge-seeking workforce. ii. Continuing this hallowed tradition, it is our endeavour to create and sustain an enabling work

environment that empowers our employees to attain the highest level of professional excellence and satisfaction.

iii. The quality of talent is a critical success factor for the upstream coal industry. To ensure that we continuously attract and retain quality, scarce and niche talent as required for our success we offer them avenues for professional growth and enrichment in a motivating work environment. We continuously assess and analyze our human resource policies and practices, based on continuous feedback from the employees and the management.

iv. Our Director (personnel), a visionary leader & Member of the Board, is the senior most decision maker in all employment and HR related matters. We practice high standards of business ethics and values and foster a culture of trust, openness and respect to make working a stimulating and challenging experience for our people. Safety of our employees and their security along with that of our assets is vital to us.

v. BCCL has been a pioneer in corporate social responsibility practices. Corporate Social Responsibility (CSR) at BCCL under the able guidance of Director(personnel) and the Chairman of the BCCL CSR Committee is a structured mechanism of engaging and benefiting the local communities in the areas where we operate. It aims to strengthen the fabric of society that we operate in. Through partners we identify the needs of the communities, select and implement programs that address those needs.

vi. Our CSR projects are targeted towards empowering the weakest sections of the society, such as children, women, and the elderly. In course of fulfillment of this pioneer vision for nurturing societal values, company has envisioned for adoption of 14 villages for providing provisions for all-round development of these villages.

vii. Our programs generate employment & business opportunities, improving the living standards of the community in turn improving the economy of the region. Apart from this, grants-in-aid are also provided that help in capacity building of schools and hospitals.

viii. Villages are adopted and health and community welfare programs are organized in the area around our activities. Our Chief-Corporate Social Responsibility is with the senior most people at appropriate levels who are responsible for community development projects. At the work units, the Area Manager (personnel) is responsible for CSR programs and is assisted by full-time CSR co-ordinators. At BCCL, product responsibility is approached holistically, to identify and minimize the environmental impact at our exploration and production facilities.

ix. The aim is also as to meet the customer needs in various market segments. We are committed to meeting the customers' expectations, anticipating their needs, and providing value added products.

x. Working for Our Workforce “We strive to offer a best-in-class workplace and benefits to our workforce" . Our employees drive our success. Their courage, integrity and commitment to the company's mission and goals have enabled us to become one of the leading prime coking coal producing companies in the world. Creating a dynamic, safe and rewarding

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workplace is a key priority for us. We believe that inspiring engagement endeavors, continuous professional development and excellent employee benefits create a work environment that enriches the lives of our employees and their families.

xi. Employee Engagement at BCCL-- the employee engagement process starts from the day he or she joins the organization. Every new employee goes through a structured induction program, which is designed to familiarize him/her with the business, values and the policies of the organization. In addition to this, a component known as the multidisciplinary field familiarization and on job training is also included to expose new executives to the activities and operations of the company and to give them a feel of the organizational culture.

xii. At BCCL, the 'Employee Relations Cell' engages employees via regular meetings, open forums, special days (annual award , CIL Foundation day etc.), interviews, workshops, surveys and feedback sessions. We also conduct comprehensive and customized Engagement Surveys,

xiii. BCCL HRD Department, Kalyan Bhwan, our apex institute for training and development, conducts programmes based on the needs and requirements of employees in the organizational context.

xiv. Executive trainings are broadly conducted at three levels during the career span of an employee with BCCL.

a. At the induction level, Graduate Trainees are subjected to 25 weeks of exhaustive training covering different aspects of the Coal mining. This is then supplemented with function-specific training and education programmes, at periodic intervals, to impart specialized skill sets and domain knowledge.

b. At the middle level, the executives are provided both managerial and technical training through refresher courses conducted by the HRD Department, Kalyan Bhawan. The department prepares and maintains an annual training calendar for the employees to choose from a large pool of training programmes.

c. At the senior level, customized programmes covering leadership development, advanced management and those covering current global coal industry best practices are conducted.

Training activities of HRD Department at BCCL at Glance: For career growth and advancement, the BCCL HRD Department, Kalyan Bhawan, EMTI Dhansar, Vocational Training Centres in each Area of BCCL conduct qualification upgradation programmes for various levels of employees. Training programs and workshops are conducted on regular basis. PROGRAMMES CONDUCTED AT HRD DEPARTMENT i. Mass Leadership Development Programmes ii. Training For Multi-Skilling/Skill Up-Gradation Of Non Executives iii. Training Interventions In New/Advanced Technology iv. Training In Project Management. v. Certified Training In Contract Management. vi. Training Of Medical Professionals in OHS. vii. Training For Awareness on Sustainable Development.

CRITICAL PROGRAMMES

i. Training For Developing Statutory Manpower Internally. ii. Training For Developing Critical Category Manpower Internally. iii. Female Literacy Drive For Gainful Utilization Of Female Manpower

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iv. Computer Awareness Drive With A View To Leverage Technology. v. Training For Preventive Vigilance Awareness vi. Training For Lifestyle Management vii. Training For Women Empowerment viii. Training For Gender Sensitivity ix. Training/Grooming Of MTS for Shouldering New Responsibilities.

Training For Fulfilment Of Statutory Obligations Under MVT Rules 1966

i. Basic Training ii. Refresher Training iii. Special Training iv. Training As Per Safety Conference Recommendations.

INTRODUCTION OF HOME GROWN TIMBER SCHEME

This scheme is known as „Home Grown Timber‟ and is aimed at fulfilling the shortage of Mining Sirdar, Overman and Surveyor by departmental manpower through training and retraining.

• Under this scheme, Mining Training Institute is registering eligible candidates for different statutory exams through extensive awareness campaign using banners, posters, pamphlets.

• After registration, MTI provides quality training to departmental employees to enable them passing the statutory examinations conducted by DGMS.

• Mock interview is also conducted at MTI as a simulation exercise for the benefits of the candidates passing these exams .

• Similar action is also taken by Excavation and Mechanization Institute (EMTI), Dhansar for fulfilling the shortage of Electrical Supervisor and Winding Engine Operator by departmental manpower through training and retraining.

SUPER 40‟ SCHEME FOR SURVEY CANDIDATES

i. In June 2010, Mining Training Institute had provided coaching to eight survey apprentices/mazdoors and all eight candidates passed the exams who qualified for appearing in Surveyorship Exams (Oral) conducted by DGMS.

ii. MTI introduced concept of “SUPER 40” in BCCL, wherein, 40 survey apprentices/ survey mazdoors are to be provided necessary coaching & mentoring for passing exams conducted by DGMS.

Achievement of Super 40

Success rate

2011-12 27.79 % candidates from BCCL

2012-13 30.76% candidates from BCCL

Gainful utilization of Female Employees. An action plan has already been formulated to meet the shortages in semi skilled and skilled nature of job, which can be performed by female employees of the company. For the purpose, 30 such deployable designations have been identified where potential of existing female employees has been envisaged for best utilization of female employees of the Company in company‟s interest after their training and retraining for the suitable jobs for

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them. This helps in meeting the shortages in essential designations from internal sources, acts as a motivating factor and opens scope also for career growth of.

T R A INING S T AT IS T IC S

PARTICULARACHIEVEMENT

2009-10

ACHIEVEMENT

2010-11

ACHIEVEMENT

2011-12

Surveyorship Exams 65 112 119

Overmanship Exams 47 69 55

Sirdarship Exam 191 240 294

Managership Exams 96 84 108

Gas Testing Exams 136 134 156

Winding Engine operators

Exam 17 131 87

Electrical Supervisory

Exam 30 96 30

Total 582 866 849 Our employees receive benefits and incentives under schemes such as:

1. Employee Pension Scheme: pay is contributed by the BCCL 2. Medical Benefits 3. Gratuity 4. Leave Fare Assistance 6. House and Mortgage Redemption Scheme 7. Special awards to children on securing position in exams 8. Scholarship for SC/STstudents 9.Sports Facilities 10.Employment Assistance SchemeEmployee-Management Relationship

Details of employment provided during 2007 to 2012 (up to October, 2012)

SL. NO. YEAR TOTAL EMPLOYMENT OFFERED

SC ST GENERAL

1. 2007 544 168 46 330

2. 2008 731 257 48 426

3. 2009 572 227 27 318

4. 2010 773 298 58 417

5. 2011 602 153 38 411

6. 2012 (Oct.) 478 161 34 283

TOTAL 3700 1263 252 2185

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Training of Contractor‟s workers

2011-12 2010-11

Target Achv. %Achv Achv

400 810 +203% 1453

The comparative manpower strength of the company as on 01.04.2011 compared to 31.3.2012 are as under:

Sl.No. Category STATUS AS ON

31.03.2012 01.04.2011

(I) Executive 2564 2552

(II) Monthly Rated 11605 12641

(III) Daily Rated 45818 47070

(IV) Piece Rated 3939 4669

(V) Badli(Re-instated) 245 167 (VI) Others 713 835

Total 64884 67934

It may kindly be seen from the above table that the manpower strength as on 01.04.11 is 67934 and as on 31.03.2012 is 64884 as such three is net decrease of 3050 (4.49% decrease) during the month of April‟2011 to March‟2012.

Female literacy Drive: For enabling the illiterate female employees to avail a sustainable career growth, Female Literacy Career Development Drive in BCCL has been launched in collaboration with Central Board of Workers Education (CBWE), an organization under Ministry of Labour, Government of India to enable the female employees meet the eligibility criteria of literacy as laid down in the Cadre Scheme. Results of this initiative are commendable: Status of Career Growth of Female employees.

SPECIAL INITIATIVES:-

i. Statutory Manpower Development- In 2011-12, in surveyorship final examination, BCCL alone accounted for 30% of the total number of successful candidates in India. Similarly, under training at EMTI, in 2011-12, out of 19 candidates from BCCL, who appeared for WE Operator‟s examination, 12 candidates have passed, registering a success rate of 63%.

ii. Critical Category Manpower Development:- In addition to developing critical category manpower like HEMM Operator(T), Winding Engine Operators(T) and Electrical supervisors from among company's internal resources is quite imminent EMTI Dhansar is playing important role in skill upgradation of personnel, engaged in operation and maintenance of Electrical, Mechanical and HEMM equipment.

iii. Female Literacy Drive- It is a drive for enabling the illiterate female workforce eligible for different jobs as per cadreship schemes of the company. 32 (Thirty two) designations, including

Phase Nos. of options received

Nos. of options found eligible

Nos of female employees found illiterate

Nos of female employees passed Literacy Test CBWE Exam.

1st Phase 837 268 218 137

2nd Phase 762 218 380 155

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some directly production linked designations have been identified, where such female employees can be deployed. In the first two phases a total number of 292 female employees have been provided 41 with literacy certificate by CBWE. The third phase for the drive is in progress and which 245 more female employees have appeared.

iv. Computer Literacy Drive- Towards making all BCCL employees computer literate, HRD is

imparting basic level computer application initially to executives and ministerial staff. The drive is in progress and till March, 2012 about 3500 personnel have been provided basic computer application training.

i. Preventive Vigilance Awareness Program- This is a special drive which is organized under the guidance and behest of CVO, BCCL to spread awareness among all levels of executives including newly promoted executives regarding vigilance matters and guidance in work abiding rules and laws in work processes.

Date Inaugurated by Dignitaries present Level of participant Number

of participants

30.01.2012 Sri D.C.Jha,DT(Op) CVO, Shri P.K. Sinha BCCL,Shri D.K.chandrakar, GM(Vigilance), Shri S.Dasgupta GM(HRD) BCCL

Management Trainees

60

02.03.2012 Shri T.K.Lahiri, CMD Shri P.K.Manjhi CBI SP, Shri P.K. Sinha,CVO BCCL,Shri D.K.chandrakar, GM(Vigilance) Shri S.Dasgupta GM(HRD),BCCL

Management Trainees

50

13.02.2012 Shri P.E.Kachhap,D(P) Shri P.K. Sinha, CVO, BCCL,Shri D.K.chandrakar, GM(Vigilance), Shri S.Dasgupta GM(HRD),BCCL

Sub-ordinate Engineers(Civil)

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14.03.2012 Sri D.C.Jha,DT(Op) Shri A.Sarkar, DT(P&P), Shri P.K.Manjhi CBI SP ,Shri P.K. Sinha, CVO, BCCL, Shri K.K.S.Sinha, Shri D.K.chandrakar, GM(Vigilance), Shri S.Dasgupta GM(HRD)BCCL.

Sub-ordinate Engineers(E&Ml)

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25.02.12 to 26.09.2012

Shri T.K.Lahiri, CMD Shri D.C.Jha,DT(Op),Shri A.Sarkar, DT(P&P), Shri P.K. Sinha, CVO, BCCL,Shri D.K.chandrakar, GM(Vigilance), Shri S.Dasgupta GM(HRD)BCCL.

Project Officer/ Agent/Managers

vi) Management Trainees Grooming- Three types of trainings are being conducted for

grooming MTs at HRD like- (a) Induction trainings (b) Inter-action trainings with higher level management including company Directors and CMD & (c) Technical trainings, separately for different disciplines.

Welfare & Promotion Orders: During the year a total number of 5021 employees were promoted across different disciplines and grades and categories.

Free and Fair air for work environment and ethos: i. Employees at BCCL are free to form unions. Collective bargaining agreements have been

entered into and honored over the last 40 years. The unionized employees that are covered by such collective bargaining agreements are approximately 96.048% of the total employee

strength. ii. Executives, who comprise 3.952% of the employees, are generally compensated on the basis of

the guidelines issued periodically by the Government of India through the Dept. of Public Enterprises. They are also represented by Officers' Associations that advocate issues pertaining to the executives in various joint forums

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iii. Total workforce on 01.04.11 was 67934 and as on 31.03.2012 was 64884 as such three is net decrease of 3050.

iv. BCCL pursues the policy of bi-partite and tri-partite negotiations for maintaining harmonious industrial relations in the organization, the corner-stone of which is mutual trust and appreciation for views and opinions.

v. There is a laid down policy on bi-partite negotiation/collective bargaining at BCCL, in pursuance of which engagement with unions happens at various levels such as:

a. Unit Level: The head of the Projects and collieries hold periodical meetings with the recognized unions on local issues at their respective units, once a month or at least once a quarter.

b. Area Level: Area General Managers hold meetings with Area Consultative Committees comprising the representatives of recognized trade Unions of their respective areas periodically at regular intervals for sorting out various workers‟ problems amicably.

c. Corporate Level: Organization-level issues affecting more than one unit are discussed with the recognized unions at the Central Consultative Committee (CCC). All such meetings are chaired by Director HR and are held at least once in every six month.

d. There exists a Corporate level Welfare Board under Chairmanship of our Director (Personnel), a Consultative/ Advisory forum, wherein the recognized unions along with their representatives are invited to discuss organizational issues mainly related with the welfare of the working mass of the company. Health and safety topics concerning employees are also discussed in a free and frank manner during these engagements.

46

Health and Safety .

Human Rights

a. As mandated by the Government of India, vigilance function in BCCL is led by Chief Vigilance Officer (CVO). The management is empowered through structured procedures to take necessary corrective actions in case of an occurrence of any procedural lapses or act to remove any ambiguity or obsolescence in the existing rules and procedures.

b. We have taken several initiatives towards the improvement of the vigilance system and streamlining of business procedures towards greater transparency like e-procurement, e-payment, invoice monitoring system, and tenders on the website.

c. Our procurement policy is aimed at ensuring fair, transparent and a level competitive field for all suppliers and vendors of materials and services required for our operations, activities and functioning. Our procurement policies do not discriminate in any manner whatsoever on the basis of geographical considerations.

d. BCCL has adopted the concept of collective bargaining and encourages the formation of employee unions and associations. Such recognized unions have the privilege of negotiating on behalf of the employees with the management on issues related to terms and conditions of service, welfare measures, safety, health and security and working conditions. The national legal requirements explicitly prohibit child and forced labor.

e. A system of robust internal checks and control at BCCL ensures that no operation has risk of child or forced labor. In the reporting period, no instances of discrimination, harassment or proven corruption have been reporte Equal Opportunity Employer BCCL has a well defined recruitment policy in place for both, officers and staff, which is guided by the Modified Recruitment and Promotion Policy, 1980.

f. For officers, recruitment is carried out centrally through Campus interviews and open competition for which advertisement is given in print and electronic media as per prescribed government guidelines on the subject.

g. For non executives/staff, recruitment is carried out corporate level in BCCL depending upon their requirement. BCCL follows the Government of India guidelines for providing reservation and concessions to the differently disabled/economically backward and tribal communities with regard to qualification criteria and merit.

h. The employees of BCCL are paid wages and benefits as per the Long Term Settlement (LTS) finalized through negotiations with recognized unions. Such wages and benefits are much higher than the minimum wages notified by the local governments in the respective locations.

i. The contract labor is paid minimum wages or more, as required by the Ministry of Labor & Employment, Government of India. Every contract agreement incorporates specific clauses related to compliance of applicable labor laws, including the payment of minimum wages as notified by the Government of India. BCCL does not differentiate between its employees, and there is no difference in the wages and opportunities available to employees based on the basis of sex, region, religion or caste

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Community SOCIAL SUSTAINABILITY

MEDICAL CSR • MEDICAL CAMP FOR THE PERIPHERAL VILLAGES AND LOCAL POPULATION ARE REGULAR AFFAIR THROUGH OUT THE YEAR

2011-12No. of

beneficiaries

M M V 1,03,213

CSR Clinic 43,349

Health camps 20450

Mission Mitwa 771

Eye Camps 639

F.W camps 828

Artificial limb centre 11

Total beneficiaries 1,69,261

Initiatives towards Community Health, Hygiene and Safety

The latest Welfare Board of BCCL met on 30th May, 2012 and 13th July, 2012. Various welfare issues were discussed at length in these meetings. Some of the important medical activities and performances of BCCL are given below:

Company‟s Initiatives towards Community Health, Hygiene and Safety

Number of beneficiary in 2011-12

MEDICAL MOBILE VAN (MMVs) 1,03,213 Wellness Clinics: 34,536 CSR Clinics 43,349 Tele-Medicine 12

Artificial Limb Centre 11

Mission Mitwa 771 in 18 camps

Celebration of Coal India Foundation Day 4714

Eye Camps 639 patients were operated in 12 Eye Camps

Family Welfare Camps 828

Health Camps 20450 PME(Periodical Medical Examination): 19107

MEDICAL MOBILE VAN (MMVs):-- Medical Mobile Vans (MMVs) have been pressed into services

equipped with doctors, paramedical staff serving different 222 villages situated in and around the mining areas on working days.

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WELLNESS CLINICS:-- Wellness clinics are functioning in BCCL in all the Hospitals for 1 or 2 Hrs

for counselling the patients for modifying their life style. Obviously such clinics are indirectly helping to improve the production and productivity in a positive way. CSR CLINICS:-- BCCL has embarked upon by opening of free CSR clinics from 01.04.2009 to provide free patient consultation at Central Hospital (PHC Building, Kalyan Bhawan) and subsequently at all 14 Regional Hospitals which is open to all. These clinics run for one/two hours daily in morning hours. TELE-MEDICINE :--

BCCL has installed Telemedicine Centre at Central Hospital, Dhanbad which will pave the way for introduction of new system of treatment based on telecommunication. The unit was inaugurated by Chairman, CIL on March 28th,2010. ARTIFICIAL LIMB CENTRE:-- Under CSR activities, BCCL started one clinic at PHC Building, Kalyan Bhawan, Jagjivan Nagar. Aim of the clinic is to examine and enlist handicapped persons followed by to organize camps for them in which free prosthesis will be provided. EK- JAGRAN- JEEVAN SHAILI :-

Life style Management Programmes are being organized by Welfare Department of BCCL assisted of Medical department in different areas in which de-addiction for tobacco, alcohol, smoking and other ill habits are deliberated. MISSION MITWA :- This programme is organised in Block-II Area of BCCL mainly for the truck drivers and persons from unorganized sector who are not well known to the evils of AIDS. This programme is very successful for awareness of AIDS/HIV amongst truckers, coal pickers, wagon loaders etc. PARTICIPATION IN FW CAMPS AT DVC

A Team of Gynaecologists of BCCL undertook 66 cases of tubectomy in Damodar Valley Corporation (DVC) Hospital , Maithon on 15.11.2011 and 88 cases in DVC Hospital, Panchet on 04.02.2012 on request of the authorities. CELEBRATION OF COAL INDIA FOUNDATION DAY : - On the occasion of Coal India Foundation Day, 60 camps were organized during the month of November, 2011 in which the number of beneficiaries was 4714. EYE CAMPS:-- During the year 2011-12, 639 patients were operated in 12 Eye Camps with provision of IOL. FAMILY WELFARE CAMPS:-- During the year 2011-12, 15 camps for Family Welfare were organized and 828 sterilization operation were done in different areas. HEALTH CAMPS:-- Several Health camps were organized during the year. Few special camps like Senior Citizen Medical Check up Camp( Geriatrics Camp), Kishori Swasthya Shivir for adolescent girls and Medical Check up camp for Expecting Mothers were organized. 254 number of camps were organized and the number of beneficiaries was 20450. It was a 72.63% jump in comparison with

the camps organized last year. PME(PERIODICAL MEDICAL EXAMINATION): PME is a regular course of activities in the company for general examination of the employees‟ health of the company. During this year ( 2012) PME was done in all the nine centres with an annual target of 23148 employees out of which 19107 examinations were done.

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COMMUNITY DEVELOPMENT FACILITIES AT BELGORIA REHABILITATION SITE

50

Ambulance Service to local villagers Free Medical Camp

Plantation by local villagers Development of Chat Ghat

Initiatives towards Livelihood opportunity of community Youths including PAPs

• Problem of Livelihood opportunity of the community youths is an important sustainability risks for the companies/business organizations operating in this field and BCCL is a prominent player of this region.

• BCCL management has been proactive to sort out this issue in its command area. PAPs have been imparted training at the Human Resource Department with the support of the scientists and forestry experts of Forest Research Institute, Deheradun for mass awareness and capacity building of the PAPs for livelihood generation through self employment programmes.

• This has been a naïve and novel approach of BCCL towards employment generation and self sustenance of the PAPs and it would pave a pathway for the societal value addition and community welfare. Schemes for Fisheries and duckeries are being developed in local ponds and water bodies under CSR activities in this regard .

• Company is committed towards many more such programmes which will strengthen the Triple Bottom Line of the company‟s vision.

• This includes construction/renovation of Community halls, Health sub-centers, Drain, Chhath Ghat in the ponds, Boundary walls for schools, Choupal for community gatherings etc.

• Through JRDA, Dhanbad; financial assistance for an amount of around 2.50 lacs has been provided for arranging training in different trades at ITI, Dhanbad to 62 unemployed PAP Youths who have been rehabilitated at Jharia Vihar, Belgaria

• Provisions have been made in the tendering process of Civil related works at Areas for engagement of minimum 20% of the required unskilled worker from local PAPs of nearby villages.

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• 20% of the total jobs of coal transport are being offered on SOR rate, directly to the local people through Co-operative Societies created by them.

• 124 PAPs have undergone training under the scientists of FRI, Dehradun • It has been decided that the children of PAPs within 8 kms distance from the projects will be allowed

to be admitted in the Project Schools of BCCL against the fees at par with that being paid by the children of BCCL employees for heir better future sustenance .

• For creation of social wealth under the CSR scheme, BCCL has provided more than 300 solar lamps covering 65 villages of Dhanbad through the Jharkhand Renewable Energy Development Agency.

• Masala Chakki center/Thonga Making center and carry bag (made of rejected clothes) making centers have been established and run by the BCCL Nari shakti samiti to promote self-employment.

• For capacity utilization at the fullest level, company has taken initiatives for Baseline survey of 42 peripheral villages out of around 222 villages altogether by Tata Institute of Social Science , Mumbai for better compliance of DPE guidelines in respect of CSR.

• Company is putting its all-out efforts for implementation of the best practices to meet the goal set by UNGC with a mission to act as a responsible business enterprise.

• BCCL is acting in tandem with the 10 principles of UNGC in respect of Labour, Environment, Human rights and Anti –corruption.

Village Adoption: Lahbera – A SC/ST populated village has been adopted for all-round development

and number of activities like community center/ masala chakki / health center /school/ hall/ toilets / park / PCC roads & drains/ solar lights have been established.

• It has been proposed to adopt 14 villages this year for providing all round development by

providing infrastructural facilities. • Out of these 14 villages 04 more villages are to be adopted in the current financial year 2012-13.

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IMPARTING TRAINING FOR LOCAL PEOPLE IN

ECOLOGICAL RESTORATION

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29

NATIVE SPECIES SEEDS COLLECTION FOR ECOLOGICAL RESTORATION

Helping PAPs by engaging them in ecoresoration work

30

NATIVE SPECIES SEEDS COLLECTION FOR ECOLOGICAL RESTORATION

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WATER Water Management & Water Table Recharging A Model Initiative on Multi purpose utilization of Surplus Mine Water :

• Lowering of the Water Table is one of the most important sustainability risk. • BCCL is playing a proactive role in creating wealth out of waste through gainful

utilization of surplus pumped out underground mine water. A scheme is being implemented for proper utilization of surplus mine water, being discharged in the natural water courses, from Barora, Block-II and Govindpur Area with an objective to harness the mine water for its gainful multipurpose usages.

• 6500 GPM surplus mine water discharge is to be stored in 4.65 Ha reservoir at Khonathi and Behrakudar villages for storing about 47 Million gallon water to serve drinking water and for agricultural purpose. Collection of water: - @ 5250 gallon/minute. Project cost : Rs. 11.7 Cr. (approx)

Actions are being taken for Rain water harvesting and artificial recharging aquifer. The created water body at Behrakuadr and Khonati with augmented holding capacity will serve the community at large in respect of drinking water after necessary filtration and water for irrigation. On completion of the project about 25000 populations will be benefited. This will not only serve the population in solving drinking water problem and water for irrigation but will also help in artificial aquifer recharging which in turn will help in raising water table of the zone at appropriate level.

MINE WATER UTILISATION FOR VILLAGERS at Khonati

SERVICE CAPACITY OF RESERVOIR:

Availability of surplus mine water from the mines (Rate of pumping) : 6500 GPM (out of which 3250 GPM will be utilised for CSR purpose through this Scheme)

Normal storage capacity of water : 7 days@ 20 hrs pumping, 0.123 Mm3, 27.30 MG

Total area of land for reservoir : 4.65 Ha.

Capacity to serve drinking water for population = 22,000 persons @ 45 gallon/person/day with 50% utilization and remaining 50% capacit y may be used for agriculture, plantation, fishery etc.

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Plantation in Mined out area:

Jhunkunder OCP, CV AreaState Forest Dept. has considered to develop this area

into

an Eco-tourism centre.

Water Reservoir through Mine Water Augmentation Water Reservoir through Mine Water Augmentation

Scheme for utilization of surplus mine water for Rs9.8 crore approved. It will facilitate the gainful

utilization of mine water trapped inside the mines through water supply to nearby villages for

domestic purpose and for irrigation of land in the peripheral area.

REHAIBILATION OF PEOPLE

Rehabilitation fire and subsidence affected people Rehabilitation of all 79,159 families from all 595 unstable sites located in 71 collieries of 16 clusters Demographic (socio-economic) survey: -- Out of total 595 nos. of fire affected / subsidence prone sites / areas to be surveyed, CIMFR and ISM have completed demographic / socio-economic survey of 333 sites in which 34702 families have been identified. Photo Identity Cards (PICs) are completed for 23334 families . 30th Sept.,2012. Non-BCCL Houses Accommodation provided in Satellite Township: 2352 houses have been constructed in Belgoria rehabilitation Township “Jharia Vihar” in which 1133 families have shifted till 30.09.2012.

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A VIBRANT REHABILITATION SITE : BELGARIA

Welfare activities at Belgoria by Nari Shakti Nari Shakti, a voluntary organization, run by the wives of the executives of BCCL and chaired by the first lady of the company is involved in very pragmatic way in helping the society and the down trodden at large. Organization is helping the community by specially by women empowerment. Various welfare training and employment generation programmes are being organized with the help/ aid of Nari Shakti of BCCL for rehabilitated families at Belgoria Townships.

• Distribution of 14 Rickshaws, 8 business tri-cycles, 8 tricycles, 6 wheel chairs and 5 baishakhis to the needy persons.

• 1500 blankets were distributed in winter seasons. • 80 women are getting stitching training in 4 batches. • Adult education programme are also being conducted. 60 persons are covered

uptill now. • A Self Help Group comprising of ladies of nine families headed by Kanak Lata

Singh is making paper pouches at Belgoria from the donated old newspapers of BCCL Township. They prepare about 250 kg. paper pouches in a month and sell at the rate of Rs.20/- per kg earning Rs.5000/- per month.

• 2000 study materials viz. note-books, pencils, pens, erasers have recently been distributed to the rehabilitated students to promote education amongst them.

WIPS Activities

• In order to inspire and enhance their effectiveness by skill development and promote career growth of female employees in BCCL, WIPS-BCCL is acting as a major catalyst to inspire and facilitate gender sensitive governance in the organization.

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• WIPS-BCCL has been adding laurels to the company by clinching various awards

for its • WIPS- BCCL has won 3rd prize for the Best Enterprise award at the 22nd

National meet held on 11-12th Feb 2012 at IIM, Ahmadabad. The award was handed over by Sri Narendra Modi, Hon CM of Gujrat.

• Earlier, in 2010, WIPS-BCCL had won the 1st prize for the Best Enterprise award. • Eastern Region of WIPS has won the highest membership award at the 22nd

National meet held on 11-12th Feb 2012 at IIM, Ahmadabad. 68% WIPS-BCCL has played a pivotal role in the three dimensional development of female employees of BCCL by way of

1. Literacy drive cum 2. Career Development cum 3. Gainful Deployment under strategic business partnership with CBWE, an

organization under MOL, GOI. Till date 454 female employees have been awarded literacy certificates.

WIPS-BCCL is also active in the service of the poor, down-trodden and the marginalized.

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58

59

Solar street lighting provided under CSR by BCCL

Solar lamp at Sijua Pahari village

Solar lamp & Tube well

at Karmatand village

Solar lamp at Karmatand villageSolar lamp at Ghutway village

CIVIL ACTIVITIES IN BCCL

• 41 Colonies with 18000 quarters have been identified for repairing and @ 1/3rd quarters, i.e., 6000 quarters will be repaired with their maintenance for 3 years.

• Action is also being taken for repair and maintenance of roads, drains, culverts in and around the colonies

• Action is also being sought for beautification of colonies. CONSTRUCTION OF AMBEDKAR SCHOOL OF MARTIAL ARTS AT THE TOTAL COST OF 9.24 LAKHS

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Area Level Sustainable Development Committees in BCCL

Following Area level Sustainable Development Committees have been constituted for effective monitoring and implementation of the ongoing Sustainable development activities in BCCL:

Name of the Area

SD Committee members Reference of office order

Barora Area i Addl. General Manager- Chairman

ii Area Manager( Planning) - Member iii Area Manager (Civil)- Member

iv Area Manager(Personnel)- Member

v Area Manager(E&M)- Member

vi Area Manager(Finance)- Member Area Manager(Survey)- Member

GM/AREA-I/SR.ES/F-

14/4127/2012 dt.10/11.12.2012

Block-II i Addl. General Manager- Chairman

ii Area Manager( Planning) - Member

iii Area Manager (Excavation)- Member

iv Manager(Personnel)/IC (Adm)- Member v Project Officer, MCW/Representative- Member

vi Area Manager(Finance)- Member

Area Manager(Survey)- Member

GM/B-II/12-13/2537 dt.11.12.12

Govidpur Area i Addl. General Manager- Chairman

ii Area Manager( Planning) - Member iii Area Manager (Civil)- Member

Area Manager(Survey)- Member

BCCL/GM/Ar.III/2013/27676-84

dt.07/08.01.2013

Katras i Addl. General Manager- Chairman

ii Area Manager( Planning) - Member

iii Area Manager (Civil)- Member iv Area Manager(Personnel)- Member

v Area Manager(E&M)- Member

vi Area Manager(Finance)- Member

vii Area Manager(Survey)- Member Area Nodal Officer (Environment)- Member

BCCL/GM/KA/Envt/2013/A-2/672

dt.07.01.2013

Sijua Area i Addl. General Manager- Chairman

ii Area Manager( Planning) - Member

iii Area Manager (Civil)- Member

iv Area Manager(Safety)- Member v Area Manager(Finance)- Member

vi Area Manager(Survey)- Member

Area Nodal Officer(Environment)- Member

GM/V/SPA/19/13/06 dt.09.01.2013

Kusunda Area i General Manager- Chairman

ii Area Manager (Env.) – Member Secretary iii Area Manager (Civil)- Member

Area Manager(Survey)- Member

BCCL/KA/Sr.Mgr.(Sectt)/2012/363

dt.13.12.2012

P.B. Area i General Manager- Chairman

ii Addl. General Manager- Secretary

iii Area Manager (Env.)- Member iv Area Manager(Civil)- Member

Area Manager(Fin.)- Member

GM(PBA)/F33/2012/03

dt.07.01.2013

Bastacolla Area i Addl. General Manager/GM(Min.)- Chairman

ii Area Manager( Env.)- Member

iii Area Manager (Planning)- Member

BCCL/IX/GM/OO/13/351 dt 07.01.2013

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iv Area Manager(Fin.)- Member

v Area Manager(Civil)- Member

Lodna Area i Addl. General Manager/GM(Min.)- Chairman

ii Area Manager( Planning) - Member iii Area Manager (Civil)- Member

iv Area Manager(Safety)- Member

v Area Manager(Finance)- Member

vi Area Manager(Pers)- Member Area Nodal Officer(Environment)- Member

BCCL/GM/LA/12/07 dt.07.01.2013

EJ Area i Addl. General Manager- Chairman

ii Area Manager( Planning) - Member

iii Area Manager (Civil)- Member

iv Area Manager(Finance)- Member Area Manager(Survey)- Member

BCCL/GM/EJA/ENV/13/73 dt

05.01.2013

WJ Area i Addl. General Manager- Chairman

ii Area Manager( E&M) - Member

iii Area Manager (Civil)- Member

iv Area Manager(Env.)- Member

WJA/MND/GM/SECY/F-

41/2012/6546 dt.11/12.12.2012

CV Area i Addl. General Manager- Chairman

ii Area Manager( E&M) - Member

iii Area Manager (Civil)- Member iv Area Manager(Estate)- Member

v Area Manager(Purchase)- Member

vi AFM/Rep. of AFM

BCCL/GM/CV/12/758

dt. 09/11.01.13

EWZ i General Manager(EWZ)- Chairman

ii CM( CP) - Member iii PO,SCW- Member

iv PO,BCW- Member

v PO, PCW- Member

vi CM(Civil)- Member vii Sr. Manager(F)- Member

viii Dy. Manager(P)- Member

BCCL/WD/CGM/(Ws)/2013-520

dt.07.01.2013

WWZ i General Manager(WWZ)- Chairman

ii CM( CP) - Member

iii PO,Mohuda CW- Member iv PO,MCW- Member

v PO, DCW- Member

vi CM(P)- Member

vii Dy. Manager(F)- Member AE(C)- Member

BCCL/WD/CGM/(Ws)/2013-521

dt.07.01.2013

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GRI Content Index

Ten performance indicators as per GRI guidelines for C-Level Sustainability Reporting of subsidiaries of Coal India Limited including BCCL have already been selected by CIL and communicated vide letter No. CIL/WBP/ENV/2012/4424 dated 22.06.12. which are given below:

Sl No. Performance indicators as per GRI Guideline Reference Page

i Direct energy consumption by primary energy source. [Million

KWH/Cum of Production] 28

ii Total water withdrawal by source. 46

iii Description of significant impacts of activities, products, and services on biodiversity in protected areas and areas of high biodiversity value outside protected areas

29-32

iv Total environmental protection expenditures and investments by type.

29-32

v Total workforce by employment type, employment contract, and region, broken down by gender.

37

vi Rates of Injury, Occupational diseases, lost days and absenteeism, and total number of work related fatalities, by region and gender.

55

vii Average hours of training per year per employee by gender, and by employee category.

34-37

viii Ratio of basic salary and remuneration of women to men by employee category, by significant locations of operation.

40

ix Percentage of employees trained in organizations anticorruption policies and procedures.

38

x Practices related to customer satisfaction, including results of surveys measuring customer satisfaction.

39-40

Performance of BCCL in respect of the performance indicators are as follows: 1. Direct Energy Consumption by primary energy source[Million KWH/Cum of

Production] :

Details of energy consumption in last three years are given below. Data has been collected from CGM(E&M), BCCL.

Year 2009-10 2010-11 2011-12 KWH per ton of coal production 34.1982 32.0211 31.4237

Million KWH 940.86 928.74 949.09

Source of data: Annual Report and CGM(E&M)

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2. Total water withdrawal by source[MLD in each Quarter]:

Apr11-

June’11

July11-Sep11 Oct11-Dec 11 Jan12-Mar12

MLD in

each quarter

0.2737529 0.306515 0.319779 0.323519

Source of data: Monthly Internal audit report submitted by areas

3. Description of significant impacts of activities, products, and services on

biodiversity in protected areas and areas of high biodiversity value outside protected areas [total number of trees planted].

2009-10 2010-11 2011-12

Number of

trees planted

12000 13215 343500

Source of data: Environment Department

4. Total environmental protection expenditures and investments by type. (Fig. in Crore)

2010-11 2011-12

Total Expenditure in Rs. 1.44 2.57

Source of data: HOD(Environment)

5. Total workforce by employment type, employment contract, and region, broken down by gender.

Executive Non-Executive Technical Non-Technical

Male Female Male Female

31.3.2011 2490 62 59197 6185 29843 38091 31.3.2012 2491 73 56357 5963 28797 36087

Source of data: HOD(Manpower), BCCL

6. Rates of Injury, Occupational diseases, lost days and absenteeism, and total

number of work related fatalities, by region and gender[Accidents- fatal &serious; Serious injuries; Details of PME]

2009-10 2010-11 2011-12

Accident

details

No. of Fatal accidents 8 8 7

No. of Fatalities 10 8 8

No. of Serious injuries 41 74 28 PME Done 21176 20266 19107

Source of data: (i) Accidents details from Company’s 2011-12 Annual Report(Page No.20) (ii)PME details from CMS,BCCL

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7. Average hours of training per year per employee by gender, and by employee category[Both for executive ,non-executive- skilled and un-skilled]

2009-10 2010-11 2011-12

Executive Non-

executive

Executive Non-

executive

Executive Non-

executive

Average hours of training per

employee

15.78 5.11 16.2 5.09 17.25. 3.82

8. Ratio of basic salary and remuneration of women to men by employee category,

by significant locations of operation. Ratio: 1:1 Source of information: GM(Personnel)

9. Percentage of employees trained in organizations anticorruption policies and procedures.

Total number of programmes conduced in the year 2011-12: 06 Total number of employees/ participants attended the programmes in the year 2011-12:

310 Source of data: GM(HRD)

10. Practices related to customer satisfaction, including results of surveys measuring customer satisfaction. Number of customer meet conducted in the year 2011-12 : 01 Source: GM(Sales)

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