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RNI No. DELBIL/2016/67709


The magazine for Indian consumers







Qtrly- Apr-Jun, 2018


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CONTENTS Cover Story

Alternate Dispute Resolution


Role Of Culture In Mediation

Awareness - The Key


A consumer awareness special

Enviroment Special


Pollution in Delhi

Medical Negligence & Consumer


Patients’ rights in today’s times

Health & wellness


Awareness on Thalassemia

Publisher (OWNER) Consumer MetricsInformatics Pvt Ltd Managing Editor Sailaja Velagapudi Text Editor Siva Rani KSS Advisory Board Chief Advisor Madhusudan V Legal Panel Adv. Sanjay Diwakar Adv. L.G. Sujatha Dr. Nachiketa Mittal Banking & Finance Rajeev Raizada, Retd. GM PNB D.R. Bansal, Retd. AGM BOI

Embedded Systems

Internet of Things


Lighting and Urban Development


Rights of Differently Abled


Treat Them With Dignity Too!

Stock Recommendations By SMC Global Securities Ltd


Spare the rodspoil the child


Troublesome Teens?

Junior Awaaz

Welcome To Judiciary


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Fuel Scar(r)ed

Dear Readers, The quarter gone by has seen some topsy-turvy situations and without a doubt the most nail-biting of such situations was the result of Karnataka elections. It was a case of the ‘me too ran’ being declared the winner of the race; due to the dynamically changing race situation. While technically the BJP did not get the requisite majority, they have been able to increase their footprint of victory considerably. However, in the end it was more like the people of Karnataka who have got the “short end of the stick” in spite of having voted largely the party of their choice. If democracy were to mean a majority and not a strict 2/3rds majority, then the people have expressed their choice and there is no need to emphasize any further as to who has won the game. This takes us down the memory lane to the times that we have not left not so far behind, a time when in order to design the fall of the neighbouring kingdom, many a province has befriended the British or the external invaders and in the end brought doom not only unto themselves but to the whole country. Such is the way of democracy and we cannot complain about the Constitution we are living by, unless we consciously choose to bring about a Renaissance within our constitution. Times have been changing rapidly and with that we need to be changing or at least upgrading our Constitution to allow certain do’s and don’ts with respect to allowing the party with the smallest mandate to form the government. However, this yardstick must be uniform and must be applied across all the political parties and across all the states. Indian retail consumers have had a mixed bag again with the fuel prices climbing steadily as if there is no end to the same, but at the time of this magazine going for publication have cooled down a bit. However definitely not as much as they have seen a continuous run up. Perhaps it would have been a prudent (and complex) decision by the government to regulate petrol prices in a way to bring down pollution levels drastically but it is easier said than done, for it would require massive upgradation and improvement in terms of our existing public transport infrastructure. Nevertheless, it is the difficult efforts and tasks when achieved, that get us the glory and desired results as no one ever got ahead in life doing easy things. The same holds good for government too, which of course has a record of taking up such complex projects and executing them successfully. At the same time, the National Pharma Pricing Authority has started some significant work in the direction of how much the private healthcare industry is profiting from the billing and sales of the non-regulated accessories which turned out to be stupefying. Some startling discoveries have been made and were recently in the news involving reputed and corporate hospitals. We sincerely hope that the NPPA continues their crusade against such errant hospitals and brings relief to the ignorant consumers who are bleeding money at hospitals. At CustomerAwaaz, as we begin the 3rd year of our journey, the first and foremost thing that comes to my mind is to take this opportunity to thank all of you, our readers, patrons and last but not the least, our valuable contributors. In today’s world where ‘Content is the King’ the people who contribute to the content are very precious and hence our special thanks to our valuable contributors. I take this opportunity to share a small milestone during this journey with all of you that we have launched our e-zine version of our magazine on a global digital news stand, and hence are available for you globally. As we move forward in this journey to stand up for your rights and causes, we thank all of you once again for the support extended to bring us where we are and also to continue extending the same to help us get ahead.

शल ै जा वल े गपडुी

As this edition was going to the print, the fuel prices have reduced for the 12th consecutive day or so. However the cheer was not forthcoming on the Indian Retail Consumer (IRC)]s face. Rather the looks appeared a little shifty, dodgy and wavering whenever the subject of fuel prices were brought up. Without an exception each and everyone are effected either directly or indirectly when there is an increase in the fuel prices.The cost of transport to commute to work on a regular basis or casual travel, cost of household items and groceries, cost of maintaining uninterrupted power through DG sets etc, cost of health care and basic amenities, cost of farming; in a word everything would undergo a change when fuel prices increase. About 3 weeks ago the din raised by all forms of the media regarding this has hit a crescendo wherein all the TV channels had a singular topic on their prime slots viz; ‘fuel prices.’ These were participated in by all the political parties including the ruling party at the centre and all the major opposition parties in states. In one such state the regional opposition party took out a rally on a bullock cart to showcase the fuel prices indicating a regressive state of affairs.






There were viewer/web user surveys across all media, and all the surveys had a common question which screamed whether the central government had not exceeded themselves in being responsible for the current fuel prices. And almost in all the cases it was affirmatively confirmed by the respondent. While at the same time during the peak of this price rise in one of the prominent TV channel’s debate, one of the senior representative of the central government has mentioned in unequivocal terms that the control of the prices was largely a matter of the respective state government. It was also cited that the central government has played a largely neutral and non-interfering role. So what is the real situation on the ground where in actually the Centre and states were blaming each other out in the public? Whom should the citizens of India or the Indian Retail Customers aka IRCs hold responsible for this seemingly unnatural inflation of fuel price and to whom should the credit go in case there is a price fall? The key to this lies in the Dynamic Fuel Pricing policy that the Government has migrated to from an Administered Pricing Mechanism from 16th June 2017. This was a plan which various successive governments were struggling to get it off the ground since 2002 and something that was felt would benefit the OMCs (Oil Marketing Companies) and the retail customers together. Reason? This was envisaged to be passing on the changes of the fuel price in the international market by the OMCs to the dealers and who in turn were expected to pass the same to the consumers. Part of the plan was also to do away with big rate changes that were otherwise being fortnightly effected for making a catch up. So the first point to understand is that being an 80% importer of our oil, the prices of fuel in Indian market are heavily dependent on the price of per barrel of oil in the international market. While all this theory is ok and nice to understand, the on ground situation still read as per litre petrol threatening to touch and go over Rs. 100/- barrier. So where is the answer supposed to come for the retail customer?? At the time of this edition going to the print, some of the senior cabinet rank ministers within the COVER STO RY

government have suggested that bringing the fuel prices under the GST ambit would resolve a lot of issues. The OPEC meeting which is also scheduled round the corner on 22nd June 22, 2018 was in the offing at the time of this edition going to press with a positive news that the global oil prices dropping with a surge in the production from the Core OPEC. Since 80% of our requirement is being imported, some of the senior cabinet ministers have mentioned that India’s concern on constantly rising prices would be/should be taken up during this meeting. Having said that we are looking at the effect of fuel price rise that has been creeping on us, the Indian consumers since almost an year. The present government has also been a beneficiary of the fuel prices having been at their least per barrel globally during 2014, the year in which it had come to power. While the oil prices were not reduced significantly in proportion with the global oil prices in 2014, they have been continuously on the rise with the advent of Dynamic fuel pricing. Amidst this let us look closely at the impact of GST on fuel pricing as it would be, if fuel pricing were to be brought under GST’s ambit. The demand to bring petrol and diesel into the purview of GST has been growing in recent months. At present, the states are empowered to levy and collect VAT on these commodities. The rate of tax varies from 6% in Andaman & Nicobar to 39.12% in Maharashtra. This VAT is in addition to the Central Excise levied at the manufacturing stage by the Government of India. Therefore, the tax component forms almost 50% of the Retail Sale Price of Petrol and Diesel. The States which levy high rate of VAT stand to lose grip on the revenues if these are shifted to GST. As per the present norms, the highest tax that can be levied is 28% under GST. While, Cess can be levied additionally on certain items, it cannot be justified that Diesel can be termed under ‘luxury’ category. The industry stands to gain a lot if Petrol and Diesel are brought into GST on par with other commodities (as is done in other countries). In the present scenario, since these commodities are under VAT, tax paid on them cannot be claimed as Input Tax Credit even though they are used in the course of Continued on Page 9 6

Role Of Culture In

MEDIATION "Ultimately the most basic values of society are revealed in its dispute settlement procedures.” - Jerold S. Auerbach {JEROLD S. AUERBACH, JUSTICE WITHOUT LAW? 3-4 (1983)}. A society is the reflection of its culture. Culture and society are intricately related. A culture consists of the “objects” of a society, whereas a society consists of the people who share a common culture. When the terms culture and society first acquired their current meanings, most people in the world worked and lived in small groups in the same locale. In today's world these terms have lost some of their usefulness because increasing numbers of people interact and share resources globally. Still, people tend to use culture and society in a more traditional sense. In the process of Alternative Dispute Resolution (ADR) a common culture used to be the binding factor between the parties – well … this used to the position a few decades ago. Now it will be not be accurate to apply the techniques of the by-gone days to resolve the

Adv.Sanjay Diwakar

Supreme Court of India Practitioner, ADR

differences in the pre-set of a homogenous culture. Not to say that the cultural outlook has become

disputant / party would want to mute the other side. On the other side the parties maychoose to keep mum thus creating a different sort of blockade. The job of the mediator is to somehow to bring upon a communication. This requires a lot of patience and some cultural phycology. A mediator needs to connect to the cultural-sensitivity of the party. Disputing and peace making cut to the core of

obsolete, nevertheless the lens of the spectacle needs to align in today’s multi-cultural societies. So there cannot be a resolution without understanding the culture. Culture may be defined as "the shared assumptions, values, and beliefs of a group of people which result in characteristic behaviours.” The ‘value and beliefs’ is carried on from one generation to another just like an undisturbed baton which is passed on from one runner to another. Culture is inherently collective, because it is shared with those who come from the same physical and social environment. {“ADR Through A Cultural Lens: How Cultural Values Shape Our Disputing Processes” by Julia Ann Gold Journal of Dispute Resolution, Vol. 2005, Iss. 2 [2005], Art. 2} “Mediation is a tool that helps to ‘bridge the gap’ between differences, and this requires knowing and respecting the culture of people that you meet.” -Alessandra Sgubini We are living in a contentious society today; our culture is becoming a culture of confrontation. So where do we go from this point of divergence in mediation. Of course this makes the job of the mediator so much complicated. Confrontation leads to blockage of communication as one ROLE O F CULTURE IN ME DIATION





shared values and norms, essential components of culture. Although societal differences do not automatically preclude productive conflict resolution, cultural patterning does loom large. In an area so intimately tied to cognitive patterning effective multiculturalism is especially needed, particularly when one places disputing in a historical context and considers the continued rise in potential conflict costs that we have observed in recent times. (see “Mediation and Multiculturalism: Domestic and International Challenges” by Mark Davidheiser January 2005) 8

When mediating between the master and the slave, it is important that the slave speak first, not for reasons of sympathy or ideological correctness, but because for the slave the master is a human being, whereas for the master, the slave is merely an object. The master is here enslaved and the slave is master. In order to resolve the issue of slavery, the master must learn humility and slave learn freedom. Each party in a conflict can be seen as a teacher uniquely able to communicate what the other party needs to learn. This is Gandhi's satyagraha, "speaking truth to power." (see “The Culture of Mediation: Settlement vs. Resolution� by Kenneth Cloke December 2005) Culture remains a flashpoint in applying the techniques of dispute resolution. We mediate not in the abstract, but within a given society and culture which define the parameters of what is possible and acceptable. These parameters are paradigms, which limit our capacity to creatively respond to conflict. For this reason, Amilcar Cabral said "liberation is necessarily an act of culture." About the Author:

Adv.Sanjay Diwakar has been practicing law since 1998 covering the field of Civil and Criminal law, at Delhi Courts as well as the regular faculty at Indian Law Institute along with being a guest faculty at Amity Law Institute, IP College and the Delhi Police Training Academy at Delhi. He is a practicing Arbitrator as well as representative before the Arbitrator. His Special area of interest is International Commercial Arbitration. This is the 8th in the series of articles he has penned for CustomeAwaaz centred around Alternate Dispute Resolution, it is to be noted that the modern world particularly one which is loaded with digital commerce would immensely benefit from Alternate Dispute Resolution particularly where there is a paucity of time to approach the formal judicial system for grievance redressal/dispute resolution. He is available on

Continued from Page 6

business for taxable supplies. For example, a passenger/goods transport service or a taxi service can avail of ITC on diesel used in their vehicles for transporting persons/ goods from one place to another. The net GST payable on the service rendered would come down, increasing their margins. Consequently, the consumer is also benefitted since the freight cost would come down on the goods transported. The end Retail Prices would come down and stabilize due to competition within the trade. Since the concept of GST itself is for the economic development of our entire country, if the regional powers let go of these commodities allowing their inclusion in the GST it will help the economy in the long run. However, this requires major push and will-power since most of the revenues go into populist welfare schemes. The states may not want to lose their control over revenues which contribute almost as much as GST share. May be due to this struggle to balance between the benefits accruing to the trade and State control over Revenue, it is now being proposed to include Petrol and Diesel in GST while allowing States to levy VAT also. It should be ensured that at the end of the day, the consumer should not be made to pay higher for the supplies (of goods or services) received by him. Clearly in the absence of GST, the pricing mechanism of fuel is burdening the retail customer with a double whammy of the excise which the Central government is not relenting to let it go and States who do not want to let the VAT and CESS rates go. Add to this, the unavailability of the Input Tax Credit on this today is complicating it further. While the impact due to OPEC meeting can only be limited, the inclusion or the lack of it of fuel under GST will have a huge bearing on the pricing of fuel. CustomerAwaaz seriously hopes that the governments, central as well as state work together to reduce the searing and otherwise uncontrollably growing oil prices to benefit the retail consumer. ROLE O F CULTURE I N ME DIATION


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J Kalyanraman


I have been watching this serial “TENALI RAMA” on Sony SAB TV. Growing up we have all read of the wit and smartness of Tenali Rama and Birbal. Very similar stories though written in two different cultural backgrounds but very similar times. Tenali Rama was part of Sri Krishnadevaraya’s court in the Vijayanagar Empire (a large Hindu empire of South Indian that successfully kept the Sultanate’s of the North out) in the early 1500 AD. Birbal was part of Akbar’s court in the second half of 1500 AD. Both are known for the way they supported their king in being fair and finding solutions / answers that made the people happy. This article is not about either Tenali Rama or Birbal. Watching that serial over the last few weeks something stuck me. There is this episode where a bunch of crooks who come into Vijayanagara city and cheat the citizens of their gold ornaments. When the case is brought to the court of Krishnadevaraya, Krishnadevaraya fumes as to how people could be so gullible in giving away their gold jewelry to unknown people for polishing. Tenali Rama says “in Vijayanagara empire under the great Krishnadevaraya’s rule people believe in each other as no one cheats”. This line struck me. Does the ruler make a difference to the way the people behave? I could see two ways in which the ruler (the king, the government, the police, the judiciary et al) could make a difference to the way people behave. He needs to set an example one being exemplary in his behavior where he shows himself as a fair n just ruler and two by meeting our punishment which acts a deterrent to anyone who wants to do a wrong act. What stood out for me in the sentence was that people could approach the king for redressal and he would ensure that redressal is given while AWARENESS-THE K E Y

giving both parties adequate opportunities to sort out their ways. In another episode Tenali Rama’s line of justice is appre ciated by another learned man (who actually comes to the court to defame Tenali Rama), when he says “while I ensure that the rules are taken care of Rama is able to bring in the heart into it while taking his decisions”. This was another point that got me thinking. The law is only as good as the person handling it. In many ways I see customer satisfaction being exactly this. The law, the rules and the policies will all be there. Until the people in charge look at them as GUIDELINES and not necessarily look at them as the last word we would always have dissatisfaction. While a lot of stuff that comes through the media is generally seen as exaggerated, one gets a feeling that nothing is going right in this country. Every other message talks of what is wrong? My view on this is always what should have been done rather what was not done? Case in point; an overladen lorry with a marriage party falls over a bridge killing 30+ people and injuring a whole lot of others. The media makes out a great story on this. The politicians get involved and push the government to do something about it. The government announces some kind of compensation to the families (no idea on what basis). And there it ends. There is no follow up action either by the media or by the politicians on whether the government met its commitments. There is no follow up by anybody on why the accident happened or who is at fault. Anything done in that regard is purely from what is called “closing the file” in police / investigation 12


before accepting their role in the failure is also recorded when we read through Looking back at the episodes of history of such cases. The point to Tenali Rama, my first impresnote here is someone / a group of sion has been that the people made the effort to take reason people believed in on the issue and get redressal. each other started with It is therefore important that their confidence that they as consumers we do not would get justice if they DELIVERED accept the product failures as approached the king. This our bad luck but take it up with & RECALLED confidence should ideally the The question is how do we come in today’s do it in a place times amongst where it means the people with money, effort and their belief in the unknown timelines. police and judiciaWe need to be aware ry to get justice. of our rights when That it is not we buy products and happening is for services. We need to r e a s o n s be aware of avenues discussed earlier. available for redresThe episodes also sal if we have brought out the issues. Most manupoint that facturers and UNLESS THE service providers PERSON SUFhave in their FERING COMES UP AND TALKS ABOUT IT THERE websites put out the CUSTOMER SERVICE numIS NO WAY OF GETTING REDRESSAL. Sitting back bers and have uploaded the process for redressal. and blaming the system has now become a way of The government has on its part has enacted laws, life for many and they would prefer to suffer in set up consumer courts as well as defined regulasilence. People tend to forget that there are multitors to ensure that the consumer needs are taken ple avenues for them to find answers. Like I mencare of and adhered to. There are lawyer groups, tioned earlier if people were to really take up their NGOs, consumer forums and a number of groups / own cause and ensure that they fight to the end it setups that are ready to help individuals to take up will benefit not only the individuals but the larger their cause either at no cost or for a small fee. It is society as the respondents would think twice before important that consumers be aware of these and missing out on a promise or commitment. are able to make use of them. The mid-90’s saw many manufacturers define their grievance redresWhen we see in the media news of global auto sal process as part of getting the ISO or equivalent majors recalling vehicles to set right defects let us certification. While these are documented and not forget that it has largely been motivated by available for anyone to see not many consumers either a series of complaints by users or by investimake the effort to go through these. gating agencies which have successfully showIt is important for consumers to come together and cased the failure of components. That the auto be aware of what their rights are and how to take majors have consistently tried to prove the faulty care of themselves as the redressal mechanisms and defective products as ‘tested and fit for usage’ are available. Till we seek justice we will not get it. About the Author: Kalyanraman is an XLRI alumni with over 35 years of experience. With his all-around experience handling sales, customer service, finance and HR he has a unique experience of handling external and internal customers).This is third in the series of the articles that he has penned for customer Awaaz on our request. Kalyan is available on



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mijksä rkfydk ds vè;;u ls Li"V gS fd ;s leLr ?kVd fnYyh esa çpqj ek=k esa fo"kSyh (vaayu) xSlksa dk fujarj mRltZu dj jgs gSa ftl dkj.k jk"Vªh; jktèkkuh dh ok;q xq.koÙkk ekud ds ÞdBksjÞ (severe) Lrj ij igqap x;h gS| dsaæh; çnw"k.k fu;a=.k cksMZ (CPCB) rFkk us'kuy ,uok;jesaV bathfu;Çjx fjlpZ bafLVVîwV (NEERI) us okguksa ls fudyus okys èkq,a dks fnYyh ds c<+rs çnw"k.k dk ije dkjd ekuk gS| ,Uok;jesaVy iksyq'ku çosU'ku ,aM daVªksy v‚FkksfjVh us cnjiqj iokj IykaV dh mikns;rk de gks tkus ds dkj.k tqykÃ] 2018 rd can djus dk çLrko fd;k gS| KkrO; gS dh cnjiqj iokj IykaV ds }kjk o"kZ 1974 ls 'kgj dh vko';drksa dh iwÆr gsrq dh ÅtkZ dk mRiknu fd;k tk jgk gS| fdUrq c<+rh tul¡[;k ls c<+s gq, miHkksx ds lkis{k bl IykaV ds }kjk 'kgj dh ek= 8% vko';drk dh gh iwÆr dh tk jgh gS| tcfd dks;ys ls ÅtkZ mRiknu ds rjhds ds dkj.k blls mRlÆtr fo"kSys jklk;fud xSl dh ek=k 80 ls 90% gS tks fd dkQh xaHkhj ekuh tk ldrh gS| blds vfrfjä 'kjn _rq esa fnYyh ls lVs jkT;ksa esa csrgk'kk Qlyksa ds tyk;s tkus ds dkj.k gok esa df.kdk rRo dà xquk c<+ x, gSa tks dh rst+ gok ds vHkko esa ok;qeaMy esa gh ladsafær gksus ds dkj.k fLFkfr dks Hk;kog cuk jgs gSa ftldh ifj.kfr foxr nks o"kks± ;Fkk 2016 ,oa 2017 esa uoEcj ds ekg esa ns[kh tk pqdh gS] tc ok;q çnq"k.k ds vkfèkD; dks –f"Vxr dj leLr ukxfjdksa dks dkQh leL;k dk lkeuk djuk iM+k vkSj fnYyh ljdkj us mä dks i;; ladV ekuk- ;g dguk xyr ugÈ gksxk fd ;gh dkj.k gS fd o"kZ 2018 esa Xykscy ,Uok;jesaVy ijQ‚eZUl baMsDl (EPI) esa dqy 180 ns'kksa esa ls Hkkjr dk Lrj fujk'kktud :i ls fxjdj 177 gks x ;k| blds lkFk gh lkFk ukxfjdksa ds }kjk miHkksäk oLrqvksa tSls ,;j daMh'kuj] jsÝhtsjVj]tujsVj vkfn ds vaèkkèkqaèk mi;ksx] èkweziku dh vknrksa rFkk i;kZoj.k laj{k.k ds fy, cuk;s x, dkuwuksa dh vuns[kh dqN ,sls vU; rRo gSa ftUgksaus fnYyh dh ok;q dks okLro esa fo"kSyh cukus esa viuk iw.kZ lg;ksx fn;k gS| rkt+s vè;;uksa ls Kkr gqvk gS fd orZeku esa fnYyh ds ok;qeaMy esa dkcZu eksuksv‚DlkbM dk ladsUæ.k 6000 ekbØks xzke çfr D;wfcd ehVj gS tks fd lkekU; Lrj vFkkZr 2000 ekbØks xzke çfr D;wfcd ehVj ls dgÈ vfèkd gS| blds vfrfjä ukbVªkstu Mkà v‚DlkbM dk Lrj Hkh lkekU; ls dgÈ vfèkd gS| fefuLVªh v‚Q+ vFkZ lkbal }kjk fd;s vkdyu ds vuqlkj fuèkkZfjr baMsDl esa fnYyh dk ,;j DokafVVh baMsDl (AQI) 121 gS tks fd Þcqjkß (poor) gS | ,fEc,aV ok;q çnq"k.k fjiksVZ (AAP)] o"kZ 2014 ds voyksdu esa fnYyh ds i;kZoj.k esa dfudk rRoksa dk Lrj (Particulate Matter)PM 2-5 rd igqap x;k gS] mä ifj.kke dqy 91 ns'kksa ds 1600 'kgjksa ds rqyukRed vè;;u ds ckn lkeus vk;k tks fd fu %lansg Çprk dk fo"k; gS|

gok esa vokafNr xSlksa dh mifLFkfr ls euq";] i'kqvksa rFkk if{k;ksa dks xaHkhj leL;kvksa dk lkeuk djuk iM+rk gSA blls nek] lnÊ&[kk¡lh] v¡èkkiu] Jo dk detksj gksuk] Ropk jksx tSlh chekfj;k¡ iSnk gksrh gSaA yacs le; ds ckn blls tufud fo—fr;k¡ ok;q çnw"k.k ls lÆn;ksa esa dksgjk Nk;k jgrk gS] ftldk dkj.k èkw,¡ rFkk feêh ds d.kksa dk dksgjs esa feyk gksuk gSA blls çk—frd –';rk esa deh vkrh gS rFkk vk¡[kksa esa tyu gksrh gS vkSj lk¡l ysus esa dfBukà gksrh gSA

vkstksu ijr] gekjh i`Foh ds pkjksa vksj ,d lqj{kkRed xSl dh ijr gSA tks gesa lw;Z ls vkusokyh gkfudkjd vYVªkok;ysV fdj.kksa ls cpkrh gSA ok;q çnw"k.k ds dkj.k thu vifjorZu] vuqok'kadh; rFkk Ropk dSalj ds [krjs c<+ tkrs gSaA

ok;q lw;Z Mkb de

ok;q çnw"k.k ls vEyh; o"kkZ ds [krjs c<+s gSa] D;ksafd ckfj'k ds ikuh esa lYQj Mkà vkDlkbM] ukbVªkstu vkDlkbM vkfn tSlh tgjhyh xSlksa ds ?kqyus dh laHkkouk c<+h gSA blls Qlyksa] isM+ksa] Hkouksa rFkk ,sfrgkfld bekjrksa dks uqdlku igq¡p ldrk gSA

çnw"k.k ds dkj.k i`Foh dk rkieku c<+rk gS] D;ksafd ls vkus okyh xeÊ ds dkj.k i;kZoj.k esa dkcZu vkDlkbM] ehFksu rFkk ukbVªl vkDlkbM dk çHkko ugÈ gksrk gS] tks fd gkfudkjd gSaA

,slh fodV fLFkfr ds lekèkku ds fy, 'kgj ds çk—frd Lo#i ds laj{k.k ds fy, ljdkj ds lkFk lkFk ukxfjdksa ds }kjk Hkh ok;qeaMy dks lkQ+ djus ds ç;kl fd;s tkus visf{kr gSa| lEçfr] ok;q çnq"k.k dks dà xquk c<+kus esa lokZfèkd lg;ksx fnYyh ls lVs jkT;ksa esa fdlkuksa ds }kjk èkku Qly dh [kwaVh ¼ØWki LVcÇyx½ vFkkZr Qly dkVs tkus ds i'pkr~ cps vfèk'ks"k dks tyk;s tkus dk jgk gS| bl lEcUèk esa iqjkru ç.kkyh ds vuqlj.k ls i;kZoj.k dks vR;ar {kfr igqaph gS- bl lEcUèk esa jkT; ljdkjksa ds }kjk bl leL;k ds lekèkku gsrq dksà Bksl fn'kk funsZ'k tkjh ugÈ fd;s x, | This is part-1 of the article on Pollution in Delhi, its impact and the cause and treatment techniques authored by Adv. Karishma Pal. Part 2 of this article will be continued in our next edition.

ok;q çnw"k.k gekjs okrkoj.k rFkk gekjs Åij vusd çHkko Mkyrk gSA muesa ls dqN fuEufyf[kr gS %



Medical Negligence & Consumer Patients’ rights in today’s times “Negligence is a specific tort and in any given circumstances is the failure to exercise that care which those circumstances demand. What amounts to negligence in each case is determined by the facts of that particular case.

Mrs. Mary Sukumari

M.Com, M.L.I.Sc (Librarian) Bishop Cotton Women’s Christian Law College, Bangalore-27

It may consist in omitting to do something that ought to have been done or in doing something that ought not to have been done in a particular manner or should have been totally avoided. Where there is a duty to exercise care, all care must be taken to avoid acts of omissions that can be reasonably foreseen to be likely cause of physical injury to persons or property. The degree of care required in a particular case depends on the existing circumstances and may vary according to the amount of the risk to be encountered and to the magnitude of the prospective injury. The duty of care is owned only to those persons who are in the area of foreseeable danger”.

Medical Negligence : According to law of negligence, amongst the professions, doctors are treated as a class apart. All around the world, there have been innumerable judicial pronouncements, as well statutory instruments, which seek to protect doctors and give them preferential treatment. Doctors owe to their patients a duty in tort as well as in contract. It is expected of such professional man that he should show a fair, reasonable and competent degree of ‘standard of care’, in discharging his ‘duty of care’

Elements of Medical Negligence : In the territories of civil laws, which includes Consumer Protection Act, there are four major elements of medical negligence:The doctor must be under a “duty of care”. The “standard of care” for carrying out the dutymust have been breached by the doctor. As a result of the breach of duty by doctor, the patient must have received injury, recognised by the law and such injury must have been ‘foreseeable’. The injury must be the proximate cause of the breach of duty. In criminal law, only the first two elements must be present, to invite prosecution.

What is not Negligence? The concept of negligence, its applicability, especially in medical contact, can be known with clarity by knowing situation and acts that do not constitute negligence. The following do not constitute negligence: Standard of Care, Honest mistakes, errors of judgements, accidents, Inherent risks, unexpected M ED I CAL NEGL IGENC E & CONS U ME R

result, Difference of opinion, and even wrong diagnosis.

Criminal Negligence and Doctors : Negligence can be culpable also. Indian Penal Code recognises a series of offences, based on negligence. The scheme of the Act very clearly formulates two classes. Firstly, negligence causing harm or capable of causing harm to the public which deals with public nuisances. Secondly, negligence causing harm to individuals, under section 336, 337, 338 and 304A. The law of medical negligence of doctors and the consequent criminal liability, in India, is completely covered by this second class of negligence. It has been described by courts using many epithets such as “culpable”, “criminal”, “gross”, “wicked”, “clear”, “complete”, and “wanton, “reckless”, or irresponsible and totally inappropriate” Criminal Negligence and Medicine is the gross lack of competency or gross inattention, or wanton indifferences to the patient’s safety, which may arise from gross ignorance of the science of medicine and surgery or through gross negligence, either in the application and selection of remedies, lack of proper skill in the use of instruments or failure to give proper attention to the patient. If the conduct of the Doctor is truly exceptionally bad, and shows a high degree of wilful indifference to an obvious and serious risk to the patient’s life, in the given circumstances, so as to amount to an act against the State, it is criminal negligence. The Essentials of Criminal Negligence in Medicine, the various shades of ‘breach of duty’ of a doctor have been summarised where it causes hurt, as defined in Section 319 of IPC in R Vs Adomako a universally accepted authority on Criminal negligence in medicine, therefore: a) Indifference to an obvious risk of injury to health b) Actual anticipation of the risk attached with the resolve nonetheless to run it c) where it causes grievous hurt, as defined in Section 320 of IPC d) where it causes death

Doctors and Consumer Protection Act :

Initially, there were differing orders by the various State Consumer Dispute Redressal Commissions on the issue of including doctors. In 1992, in the 19

case of Cosmopolitan Hospital the National Commission included doctors within the purview of Consumers Protection Act. Actually this order was challenged by Indian Medical Association before the Supreme Court. Likewise there are some important Cases on Medical Negligence and Consumer Protection Act. There is no special immunity to doctors. Likewise, charitable hospitals in India also don’t enjoy any immunity except that hospitals which are totally charitable are outside the purview of Consumer Protection Act because the definition of consumer comes into existence only when a user pays for the services as demanded by the provider. These hospitals may charge a nominal fee for registration and still be exempted under the Consumer Protection Act. But charitable hospitals that provide both free and paid services cannot take benefit of this exception as the Supreme Court has held in Indian Medical Association v/s V.P.Shantha that such hospitals cross subsidise the treatment by charging some patients for free service provided to others. Government hospitals have immunity to some extent as they are outside the purview of Consumer Protection Act. The doctrine of sovereign immunity is inapplicable in such cases. Defences available to Doctors in cases of medical negligence : Necessity or justification, Actual Denial, Delegation of duties Borrowed servant and Captain of the ship Doctrine, Inherent Risk – Assumption of risk , Contributory Negligence on the part of the patient, Intervening causes, Known & Normal Complications of Drugs or Procedures, Unexpected Results, Rarest of rare cases, Failure of equipment, Bonafied mistakes/Error of judgement/Accidents, Free service, No duty of care, Absence of proof etc. Every year we celebrate the Consumer Rights on 15th March. The silent suffering of millions of people in our country cannot be ignored. India is one of ‘still developing” countries in the world. Poverty in India involves poverty in every aspect of life. Social inequality if it iis allowed to grow unabated continues to destroy India like any other developing country. The rich tend to become richer while the poor become poorer. Without health, no progress is possible. Therefore, a duty is cast upon the State to provide to its citizens a good and healthy life. Article 21 of the Constitution provides for protection of life and personal liberty, which includes in its ambit, right to health and medical care to all its citizens. Article 47 of the directive principles of state policy ordains a duty on the State to raise the level of nutrition and the standard of living and to improve public health. Despite constitutional provisions, providing better health care to M ED ICAL NEGLI GEN C E & CONS U ME R

citizens has never been a top priority in India. To meet the medical needs of millions, we must evolve an integrated system of medicine, which will best suit our country having regard to its geographical conditions and socioeconomic needs and keeping in view its available limited resources. In our country, we have the best physicians and surgeons. But we lack in terms of qualified medical technicians and supporting staff. Although India has been a major supplier of doctors and nurses to the developed countries over the years, domestic situation looked not so attracctive with the country ranking 67th among the developing nations in the case of doctor–population ratio. Conclusion : Life and Health are the two important things that we value the most. Knowledge and skills are with the of doctors that put them in a position to improve our health, treat our illnesses and save our lives. Treatment of the patient and the information relating to his/her illness was once only in the knowledge of the medical fraternity. However with the advances in technology and easy access to internet the same have come to be available to any one amongst the public. The relation of the doctor and the patient was that of faith, but in today’s times due to high expectations of the patients doctors are unable to meet the same sometimes, is damaging their relationship. We witnessed a step of commercialization and globalization in all aspects of life and medical profession is no exception to this. New advances in medicine and technology have improved health care enormously. So the patient needs to have adequate level of information about the nature of the procedure to which he/she is treated. Medical profession is known as the one of the noblest profession and a doctor is like a God for a patient and they see the God as unfailing. But as doctors are human beings if not exceptional amongst them and to err is only human. So mistakes may happen from the doctors’ side, sometimes by or by supporting staff, but the act of negligence causes a major problem, on many occasions. In such condition, it is very difficult to decide and arrive at as to who was negligent and under which situations. In a recent incident, a couple of months ago, premature twins were allegedly declared dead by doctors of Max Hospital in Shalimar Bagh and handed over to their parents who realised that one of them was alive only when they were on their way to perform the last rites. The police registered a case on the basis of a complaint filed by the family. This is not a lone incident, there are many cases that can be seen in the daily news 20

Awareness n

THALASSEMIA Monika Khanduja

MEDICAL TECHNOLOGIST (20 years of experienced in blood banking)

Thalassemia is a blood disorder caused by a defect in the gene that controls the production of haemoglobin. It is an inherited form of anaemia that most commonly affects children of Mediterranean, African and Asian descent. Children with Thalassemia major may look pale and have shortness of breath. Thalassemia major is treated by monthly blood transfusions.

The symptoms of Thalassemia vary depending on the type of thalassemia These include: Jaundice and pale skin Drowsiness and fatigue Chest pain Shortness of breath Leg cramps Rapid heart beat

Poor feeding Delayed growth Headaches Dizziness and faintness Greater susceptibility to infections

Causes The protein haemoglobin transports oxygen around the body in blood cells. Bone marrow uses the iron we get from food to make haemoglobin. In people with Thalassemia, the bone marrow does not produce enough healthy haemoglobin or red blood cells. In some types this leads to a lack of oxygen, resulting in anaemia and fatigue. People with mild Thalassemia may not require any treatment, but more severe forms will necessitate regular blood transfusions. Types of Thalassemia: The two main types of Thalassemia are alpha (Minor) and beta (Major). Alpha Thalassemia is common in southern China, Southeast Asia, India, the Middle East, and Africa. Beta Thalassemia is more common among people of Mediterranean ancestry. Prevalence is higher in North Africa, West Asia, and the Maldive Islands.Treatment depends on the type and severiAWARENESS O N THA L A SS E MIA

ty of Thalassemia. Blood transfusions: Patients with Thalassemia major will need between eight and twelve transfusions a year. Iron chelation - Bone marrow, or stem cell, transplant Surgery Living with Thalassemia Depending on the type of Thalassemia, constant medical care may be necessary to manage the condition effectively. Those receiving transfusions must be sure to follow their transfusion and chelation schedule. People with thalassemia are advised to: • attend all their regular appointments • maintain contact with friends and support networks, to help keep a positive attitude • follow a healthy diet to maintain good health • get a suitable amount of exercise Thalassemia and pregnancy Anyone considering pregnancy should first seek genetic counselling, especially if both partners have or may have thalassemia. Outlook The outlook depends on the type of Thalassemia. A person with the Thalassemia trait has a normal life expectancy. However, heart complications arising from Beta Thalassemia major can make this condition fatal before the age of 30 years. Marriage is a complex social phenomenon in India. Life partners today are selected on the basis of age -old parameters like “Janam Kundlis” .However, the prime criteria for choosing a bride or groom should be a THALASSEMIA TEST. It is suggested to match HEALTH KUNDLI ( HB Electrophoresis ) along with JANAM KUNDLI before choosing your life partner.

About the Author: The author is a medical technologist by profession and has more than 20 years of experience in blood banking. She has a rich work experience of having worked with reputed hospitals like “Holy Family Hospital:, “Apollo Hospital” and Sir Ganga Ram Hospital. 22

Embedded Systems

Internet of Things

In the last edition, we have looked at the possibilities of Smart Cities, Intelligent transportation systems, Safe cities, Smart irrigation system & Smart tourism through the emergence of IoT. In this edition let us look at how IoT can influence areas in Smart living, Smart Life style and medicare, Utilities monitoring and management, calibrated usage of energy resources etc and driving efficiency in our day to day life etc.

Ravi KumarJagarlapudi Expert-Embedded System

SMART LIVING : Intelligent shopping applications: Point of sale as per customers habits, preferences following the expiry dates. Automatic Vending machines Energy and water use : Consumption monitoring to use the resources optimally and switching over to the resource saving devices Remote control of appliances : Remote control of appliances through Wi-Fi or RF by knowing their status necessary and accurate weather related warnings and precautions to the citizens; one of the applications of smart and caring governance. Safety Monitoring: Gas & Fire monitoring and control remotely and taking appropriate precautions and control measures to prevent disaster management. Smart jewelry: A simple push in a jewel worn by a person can be detected via Bluetooth and alert the wearers or their kin; and this is combining fashion with basic healthcare or danger protection. Smart Energy : Smart Grid : Energy consumption monitoring, management and control while two way communicating with the smart meters at consumers and centralized station. Photovoltaic installations : Monitoring and optimizing the performance in solar energy plants. Wind Turbines : Monitoring and analyzing the flow of energy and wind flow to get optimum energy output.

Radiation Levels : Detection of radiation levels especially in nuclear plants to reduce the leakages, a key step towards balancing the environment and preventive disaster management. Power Supply Controllers : Control of energy consumption in electronic instruments and computers LED lighting: Will reduce the energy consumption giving same lumens and can greatly help us go a long way in contributing towards a greener environment and reducing the global warming. Brushless Fans: DC brushless fans that can be operated by solar panels and their controls thereby reducing the dependence on conventional energy. Smart Food/Water & Lifestyle Monitoring: Water Quality: Study of suitability of water for drinking and fauna in both rivers and Seas which can provide a lot of intelligence regarding the pollution levels, the causes of pollutions, danger to both humans for consumption as well as fish and other marine life; its impact on environment etc. Water Leakages : In tanks and pipes and pipelines which can provide alert the regulatory bodies in taking preventive and/or control measures. River Floods: Monitoring of water level variations in rivers, dams and reservoirs to take appropriate storage or release precautions. Water Management : water usage and water lines can be monitored for effective collection of meter reading and control through IoT. Supply chain control : Monitoring right from storage to transportation to destination and traceability. Wine Quality enhancing: Monitoring soil moisture, trunk diameter in vineyards to control the amount of sugar and grapevine. Green Houses : Control of micro-climate conditions for maximizing crop and optimizing agri activities. In-field Monitoring : Reducing spoilage and food



waste with better monitoring and data transfer Smart Health : Patients surveillance : Monitoring movements and images of patients and aged people

Smart Product management : Control of rotation of products in shelves, stocking and automation of restocking process managing inventory smartly.

Chronic disease Management: Remote monitoring of Pulmonary and heart diseases etc.

Compost : Control of humidity and temperature levels to avoid fungus and other microbial contaminants.

Fall detection : Monitoring for elderly people and known patients.

Offspring Care : To ensure the survival of the offspring, growing conditions are controlled

Physical activity and Monitoring for Aged people : Monitoring and sensing body conditions and movements

Animal tracking : Arranging e-tags, the location and whereabouts of animals can be tracked, a huge benefit in the rural landscape.

Medical refrigirators: Temperature and compressor monitoring and effecting their control.

Toxic Gas levels : Study of ventilation in farms and factories to control the levels of toxic gas levels

Sportsmen care : Monitoring exercise, steps, sleep, weight, blood pressure and other statistics of a sport person

Production Line : Monitoring & control of production and testing lines using RFID and other sensors to achieve a quality and trouble free production.

Smart Environment monitoring : Forest Fire detection: Early warning signals and occurrences can be detected to take control measures.

Tele work : Offering the work from home concept to the employees will reduce office space and time for cleaning, reducing the commute and increasing the productivity.

Air pollution: Currently this is a reality within some of our large cities like Delhi NCR, Bangalore and Mumbai etc. Predictive data can help take preventive and necessary measures to bring down air pollution and improve the quality.

Smart buildings :

Land slide and avalanche prevention: Linked to weather and meteorological and geo dependent.

Liquid Presence : Liquid / water presence detection in floors, data centers, warehouses to prevent breakdowns and corrosion

Earthquake early detection: Possible early detection can play a big role in prevention of loss of life and valuable property during disasters.

Perimeter Access Control : Access control and recognizing the people movement in un authorized areas.

Indoor climate control : Measurement and control of temperature, CO2, fresh air in ppm, lighting etc.

Protecting Wild life: By tracking the GPS collars attached to the animals more effectively.

Intelligent thermostat : Temperature sensor with control of temperature in rooms &establishments.

Meteorological station networkâ&#x20AC;?

Intelligent Fire Alarm : Rise in the levels of smoke, CO and temp will give fire alarm to all smart device for taking immediate action.

Marine and coastal surveillance : Monitoring of fishing and their environment; tracking dangerous oil cargo Smart Manufacturing: INT ERNET O F THI NGS

Intrusion Detection : Unauthorized opening of windows, doors and detecting the intruder move25

ments with IR and video can be intimated to the authorities.

est stations and drivers can also extend their journey through monitoring.

Art and goods preservation : In museums governmentâ&#x20AC;&#x2122;s and public archeology collection etc.

Vehicle auto diagnosis : Using CAN bus protocol, the problems in the vehicle can be intimated to the driver and to the owner also remotely.

Residential Irrigation: Monitoring and smart watering system Smart Transport and mobility: In the west the concept of driverless and conductor less buses have already been proven to be successful. Smart Payment : Payment gateways in public transports, gyms, theme parks etc. Quality of shipment conditions : Monitoring of vibrations, Strokes, container openings, Cold chain maintenance for insurance purposes. Item Location : Searching for individual items in warehouses and harbors Storage incompatibility detection : Warning of emission on containers, storing inflammable goods closed to explosive material. Fleet Tracking : Especially for sensitive and chemically reacting goods as well as for difficult terrain. Reservation for vehicle charge for electric vehicles: Drivers can reserve charging in the near-

Management of Cars: Todayâ&#x20AC;&#x2122;s transportation system has been revolutionized by the platform vehicle operators such as Uber and Ola. However there are many lacunae in the system regarding the passenger safety etc. Defense Transportation : Vehicle monitoring and sending information to data center is very critical and non-negotiable. While there are already certain methods and measures which are in place the same can be done in an improvised manner using IoT enabled smart tracking. The above application areas are non-exhaustive and we can apply IoT for other areas of the society as well as per the current and custom requirements for individuals, community and enterprises. In the next edition we shall see more advanced applications and deployment of IoT which is now growing at a very fast rate and is also become a very good career option for the next generation.

About the Author: This article is 9th in the series authored specially by Mr. Ravi kumar Jagarlrapudi for CustomerAwaaz an expert in the field of Embedded systems and internet of things. As India is rapidly embracing digital technology in all forms of life, viz; civiliansâ&#x20AC;&#x2122; personal as well as governed public life, embedded systems in the form of surveillance and IOT continues assuming larger significance. In our next issue we will be featuring more interesting applications of IOT .

LIGHTING AND URBAN DEVELOPMENT. We have given an overview of Lighting and Urban re development in penned by the lighting specialist Dr. Amardeep Dugar in our previous edition. This is the second and the final of the series of a 2 part article that has been penned by Dr. Amardeep Dugar on urban lighting. Some changes have been made to the original article to make it more focused and relevant for the Indian Customers.

Dr. Amardeep M Dugar

What are the problem areas in urban lighting? As economic development and along with that cities did grow they have brought with them unplanned and disarrayed urban lighting. Isolated design strategies by multiple industry players: Until recently, financial and functional interests have largely dictated lighting design in public spaces. Luminaires implemented by a variety of industry players to serve different purposes can produce excess light in public spaces. The human eye can only adapt to one level of illumination, therefore the anticipated effects of a luminaire is diminished when light sources compete and conflict with one another. Unlike other urban features, lighting cannot be designed in isolation as its glow affects the greater urban environment. Over-illumination or light pollution has negatively impacted natural habitats and is a nuisance to neighbouring residents and patrons of lit spaces. Poorly coordinated lighting strategies can compete and conflict with one another, detracting from both the functionality and aesthetics of our cities. Light pollution Light pollution has become a global problem that is gradually diminishing our capacity to observe the stars. It can be defined as the direct or indirect entry of electric light into the environment. It is new form of waste that gives rise to energy and environmental impacts, damage to ecosystems and the degradation of the night sky. White light leads to the degradation of night time ambiance, altering the nature of urban areas and environments, with unforeseeable consequences. Excess light in public spaces causing negative impact on natural habitats Scientific evidence suggests that artificial light at night has negative and deadly effects on many creatures including amphibians, birds, mammals, insects and plants. Nocturnal animals sleep during the day and are active at night. Light pollution radically alters their nighttime environment by turning night into day. How can urban lighting establish an identity? Urban identity – emphasize perceptible or latent heritage characteristics Light in the city is necessary for orientation. Lighting makes it possible to distinguish streets, paths and parks and allows users of public spaces to see each other. The illumination of buildings, the lighting of objects and of green spots in the city can also serve to beautify the surroundings, providing it is done well. Lighting of outdoor spaces is an important criterion for the urban LIG HTING AND URBA N DE V E LOP ME NT.

identity. Brand identity – emphasizing history, geography or consistency Light is a design element with physical, psychophysical and aesthetical aspects. Light and colour strongly affect the perceived image and identity of a space. Beyond the fundamentals of providing adequate vision, urban lighting can also serve as an organizer and a conveyer of spatial hierarchies while giving a visual identity to a city, so many cities worldwide are interested in the topic of night urban planning. Neighbourhood identity – differentiated light, luminous colours or luminaires Lighting should highlight architecturally significant structures, define space and have the ability to transform background buildings into canvases for shadow, colour and motion. It also allows public spaces to be enjoyed at night, altering the landscapes to allow for new and unique evening experiences. Similarly, light serves as a way-finding tool, reinforcing neighbourhood boundaries and identities, and influencing how we perceive and move through space. What else should the design of urban lighting take into consideration? Illumination levels, Sky-glow, Over-lighting and Glare Natural light entrains or regularizes basic and fundamental biological activities across species from plants to us humans. The negative effects of light pollution on plants and animals in the environment are numerous. Designers should be mindful of these negative impacts while designing urban lighting. Appropriate luminaire designs such as downward facing, shielding or full cut-off angles can restrict excess luminance on the ground, as well as light spill into the sky. Shadows, Darkness and Mystery Lighting should recognize the benefits of contrasting dark and lighted spaces. Darkness serves important functional and aesthetic purposes such as protecting nocturnal habitats that thrive in darkness or require natural solar patterns to survive, and creating a sense of mystery or drama in open spaces by amplifying lighted spaces. Lighting can therefore be designed around darkness to enhance and modify peoples’ perception of urban features at different times of the day. • Colour, Sound, Motion and Art Lighting should encourage and explore the use of state-of-the-art multimedia tools for infusing colour, 28

sound, motion and art into the public realm. Luminaires could be purpose-designed and built to either support temporary art installations or themselves become a part of the larger urban furniture as art tools. Dynamic mediums such as luminous colours, displays, laser, etc., can draw interest, offset overcast conditions or even combat unattractive environments, there-by transforming the way these cities are perceived and used at night. â&#x20AC;˘ Safety and Connectivity The purpose of city lighting is clearly to enhance citizen safety, security, to support business interest, to save energy and improve the cityâ&#x20AC;&#x2122;s nighttime ambience, while minimizing light pollution. Lighting is highly visible and a positive nighttime image of the city can help enhance communication, social interaction, esthetical enhancing, visual comfort, safety and security. â&#x20AC;˘ Monitor and evaluate existing lighting strategies Monitoring existing installations to better understand where improvements can be made and innovation applied can advance the urban lighting realm. A variety of techniques can be used to gain public support, build interest and increase the civic value of lighting. These include working with local socio-economic players to define area-specific features or promoting a unified image for luminaires, providing necessary training to city

technicians or manufacturers for monitoring existing installations, and encouraging innovative luminaires for new development projects. Finally, why develop a lighting master plan? A lighting master plan should be designed to reinforce urban lighting as a tool to improve way-finding, present neighbourhood character and enforce a coherent image for the city. A citywide lighting master plan allows for the clarification and expansion of individual lighting components found in existing city plans. It improves the visual presence of existing built landscapes. Lighting is often used to draw attention to architecturally significant buildings. Light, however, can better the visual appeal of all types and styles of buildings. Within a lighting master plan, buildings with less visual appeal, such as industrial buildings, could be identified as canvases for illumination to improve neighbourhood quality. A lighting master plan does not dictate design, but guides development towards a balanced, appealing and organic lighting program. Because of the diversity of players involved in urban lighting projects, coordination is necessary to ensure that maximum, local benefit is achieved and a unified image of the city is presented.

About the Author: Dr. Amardeep M Dugar, IALD, is the founding principal of Lighting Research & Design, a firm that specializes in applied research and design consultancy. Dr. Dugar received a B.Arch. from GGSIP University in New Delhi, India. After completing an M.A. in architectural lighting from the University of Wismar in Hochschule, Germany, he went a step further to pursue a Ph.D. in architectural lighting from Victoria University of Wellington, New Zealand to solidify his academic and professional leadership role into a career at a higher level. Dr. Dugar is a practitioner who brings his research into client service and professional development, and an academic who brings practical knowledge into teaching. He practices lighting design and has won international awards in the field, and also contributes papers to high-quality conferences and publications, organizes hands-on practical lighting design workshops for students and practitioners, and teaches at several architecture and design schools.



TREAT THEM WITH DIGNITY TOO Rights of Differently Abled

Yes, we are talking about persons with disabilities or these days also referred to as â&#x20AC;&#x2DC;the differently abled.â&#x20AC;? They are commonly understood to be inherently different from all of us, despite the fact that each one of us is distinct in many ways as well. Thus, the society acting through us establishes an insulated wall between the persons with disabilities and the able bodied persons (as they say). Such differential treatment virtually outcasts the persons with disabilities from the mainstream society.

Dr. Nachiketa Mittal

Dr.Nachiketa Mittal

Human beings are different from one another in many aspects. We are born under different circumstances, under different conditions, we grow up in distinct environment, we get different kind of nutrition and we are looked after and treated differently within a family as well as outside the family. Wonder why? Perhaps because we all are different in appearance, nature, character and generate distinct level of love and affection. Such level of difference from our birth and through the stages of our upbringing, makes each one of us unique yet socially and mutually acceptable to one another. However, this isn’t generally true in case of several persons who are either born with a difference in their physical or mental condition, or develop such difference over time due to any unpleasant happening in life. Yes, we are talking about persons with disabilities or these days also referred to as ‘the differently abled.” They are commonly understood to be inherently different from all of us, despite the fact that each one of us is distinct in many ways as well. Thus, the society acting through us establishes an insulated wall between the persons with disabilities and the able bodied persons (as they say). Such differential treatment virtually outcasts the persons with disabilities from the mainstream society. They are not allowed similar education, alike enjoyment of public spaces, identical benefits in claiming of several social benefits and are not generally accepted by the society as integral part of its composition, which is largely made up of able bodied persons. Amongst them the worst sufferers are the women with disabilities. Women who are the creators of a family, who are the nucleus of a family, society and the country are the most affected due to the differential treatment on account of disability of any kind. This is not just a gender justice debate, but when we talk about the disabled persons especially involving women, the core of this discourse is human dignity. Human dignity has overtime resurrected as the issue of national debate in the judicial as well as academic circles. India is no exception. Indian judiciary has been extremely sensitive in upholding the value of ‘human dignity’ and in fact interpreted and read it as intrinsic part of Article 21 of the Constitution of India which guarantees to every person right to life and liberty. In Francis Coralie Mullin v. Administrator, Union Territory of Delhi & Ors., (1981) 1 SCC 608, the Supreme Court of India clearly observed that: “….. the right to life includes the right to live with human dignity and all that goes along with it, namely, the bare necessaries of life such as adequate

Righ ts of Di fferen t ly Ab le d .

nutrition, clothing and shelter and facilities for reading, writing and expressing oneself in diverse forms, freely moving about and mixing and commingling with fellow human beings. ...Every act which offends against or impairs human dignity would constitute deprivation pro tanto of this right to live and it would have to be in accordance with reasonable, fair and just procedure established by law which stands the test of other fundamental rights.” This sounds so much in synchronization with the Preamble of the Universal Declaration of Human Rights, which reads: “…recognition of the inherent dignity and of the equal and inalienable rights of all members of the human family is the foundation of freedom, justice and peace in the world.” In keeping with the strong foundation of human dignity laid down in Francis Coralie Mullin and the Preamble of the UDHR, the Supreme Court of India in the recent case of Jeeja Gosh vs Union of India, Writ Petition (Civil) No. 98 of 2012, observed that the respect for human rights is the root for human development and realization of full potential of each individual, which in turn, leads to the augmentation of human resources with progress of the nation. Empowerment of the people through human development is the aim of human rights. Following this spirit, our Parliament has enacted a new law on disability called as ‘Rights of the Persons with Disabilities Act, 2016’. This law is identified quite progressive than the erstwhile Persons with Disabilities (Equal Opportunities, Protection of Rights and Full Participation) Act, 1995. It is being considered a sea-change in the disability rights discourse because the new law recognizes 21 categories of disabilities as opposed to merely 7 forms of disabilities recognized by the erstwhile law of 1995. Under the new law several statutory duties have also been imposed on both the State and non-State stakeholders to ensure strict and timely compliance with the law. The laws may change with the passage of time to suit the contemporary and changing needs of the society, however, what would guard the persons with disabilities against the various forms of differential treatment or so to say exploitation, will only be the strong ‘WILL’ of the society in acknowledging the person with disabilities as intrinsic and natural members of its composition. The persons with disability do not seek dependence on the able bodies persons. On the contrary they seek inter-dependence like any other group of able bodies persons seek among themselves. Such a regular way of treating the persons living with disabilities fairly at par


with any other member of the society will only bring a positive and desirable change. I hope we as a society of consumers today, who are engaging in buyer seller transaction every other day, will also understand the sensitivity of the issue of disability. This is because the persons with disabilities are equally the consumers of day to day transactions and above all the consumers of justice. And we the able bodies persons by our differential treatment towards such groups of persons deny them their inherent right of being the rightful consumers of human dignity, which no law or the court can guarantee but the society can only profess as well as promote. On this note, my dear friends and readers, I am reminded

of the words of Judith Ellen Heumann, an American and an internationally recognised disability rights activist, who said: “disability only becomes a tragedy for me when society fails to provide the things we need to lead our lives-job opportunities, or barrier-free buildings, for example. It is not a tragedy to me that I am in a wheel chair”. The concerns of the persons living with disabilities are many, human dignity rests at the root cause of them. We would discuss the needs, concerns and rights based issues of disabled persons as the consumers of various services including justice delivery, in the upcoming editions of CustomerAwaaz.

About the Author: Dr.Nachiketa Mittal is an Assistant Professor of Law in the National Law University Odisha (NLUO), Cuttack and presently serving as Assistant Registrar (Research) in the Supreme Court of India on deputation. Dr. Nachiketa teaches International Commercial Arbitration (ICA), Alternative Disputes Resolution (ADR), Code of Criminal Procedure, Interpretation of Statutes, Banking Law, Law of Evidence and Environmental Law at NLUO. Dr. Nachiketa has been a Panel Speaker in conferences on the subject of disability laws and policy organised by the Tata Institute of Social Sciences, Mumbai in December 2017 and the Faculty of Law, Delhi University in March 2018. Dr. Nachiketa has also been a panel speaker in the international conference on “Enhancing Business Opportunities in Africa: Role, Reality and Future of Africa related Arbitration”, organised by Atlanta International Arbitration Society, Georgia, USA and also delivered a Guest Lecture to Juris Doctor (J.D.) candidates in the University of Toledo College of Law, Ohio, USA on “Arbitration in India”. Dr. Mittal has also been a conference speaker on “Foundation of the Law of Evidence and Their Implications for Developing Countries” in the Northwestern University School of Law, Chicago, USA. Dr. Nachiketa is also a visiting faculty in the Indian Law Institute, Delhi and Pandit Deendayal Upadhyaya National Academy of Social Security, Ministry of Labour and Employment, Government of India, New Delhi. Nachiketa has also widely published on various subjects of law in the reputed international and national journals.



Dear Readers, All of us want to be rich and wealthy, and those of you who you are do want to multiply it many times. We have already had Wealth Direct educate us on the effect of the effect of inflation on money in one of our earlier editions. That Luxury home, villa, that much dreamt of lifestyle are some of the many things that most of us have yearned for while wanting to grow our money. It is an established fact that equity markets are one of the fastest vehicles to grow our money, though they come with the associated risks. It is not that ever one who has chosen equity markets has hit pay dirt. However on most occasions, it is not the fault of the markets that some of us lose our money but may be because of the wrong advice we must have received or the wrong action that must have been taken by us. While the common sense approach to partake in any trading is to buy at a lower value and sell at a higher value, no one can decide as to which is the lowest value or sometimes are left confused as to whether the stocks under consideration have a fair degree of run left in them. Hence it is very important to take advice from a reputed and seasoned market consultant while we invest because the probability of achieving our goals are much more when we go through a systematic and well researched approach. We are pleased to bring exclusively for your benfit some well researched reports from SMC Global Securities

Ltd. who are an NSE Broker and are among the undisputed leaders in equity research and wealth creation. While this has been initiated with good intent to advise and assist all of you to invest your money wisely and to grow the same the recommendations given here with are purely by the equity research team of SMC. Further the recommendations given here are broadly generic and while are useful in growing your investments, it is always advisable to consult your financial planner and diversify your investments with a view to de risk the same and to achieve the same. While we are proud to bring this to you our readers, CustomerAwaaz or its parent or associated entities do not partake any responsibility for the accuracy of the same. Without saying it goes that the same is applicable from SMC’s side too as the advice is issued with an intent to help you grow your money, and it is well known that there are no guarantees here. We leave you with the oft repeated advice about investing in stock markets that that one should invest only that money which is available as a surplus, we wish you a very happy and yet safe investing. Investment Idea Rural India accounts for ab70 per cent of the total population and contributes around half of the country's Gross Domestic Product (GDP). The rural India theme will continue to remain vogue on domestic stock markets along with an election year being in focus. After three years of subdued rural consumption, there are now increasing signs of a pickup. Two good consecutive monsoon, coupled with government focus on the rural economy in terms of building rural infrastructure, providing better agricultural support prices, focus on increasing farm incomes, increased spending on irrigation amid disbursals of 7th pay commission have helped pick up in rural consumption. Besides, Reforms such as government extension of fertilizer subsidy program until 2020 coupled with farm loan waivers by some state governments are being undertaken with a vision that they can have a multiplier effect in increasing movements of goods, services and thereby improve earnings potential of rural areas subsequently improving consumption. The Indian companies are very optimistic about growth of the rural consumer markets as better networking among rural consumers and their tendency to actively seek information through many sources to be better informed while making purchase decisions. Also the wider reach of media STOCK RECO MMEN DATIONS

and telecommunication services has helped India’s rural consumers to remain informed and is influencing their purchase decisions. Owing to a favorable changing consumption trend as well as the potential size of the market, and on expectation of good monsoon (after Met projection ) this year, rural India provides a large and attractive investment opportunity for private companies from sectors as diverse as Capital Goods, agriculture service and fertilizers, financial services and consumer durables companies. With increasing rural income levels in the coming years, the rural consumption will get a boost, which in turn would prove positive for the Indian business scenario. From the perspective of an investor, the inherent quality of the company or the business is equally important to play any theme. Investing in a high-quality business along with the “broad theme” reduces the odds of losing money as the “theme” has tremendous potential in the long-term. One should consider the following recommendations to invest in a staggered manner for a long term perspective.

Target Rs 130 Jain Irrigation Systems (JISL) is engaged inproviding solutions in agriculture, piping, infrastructure through manufacturing of micro irrigation systems, PVC pipes, HDPE pipes, plastic sheets, agro processed products, renewable energy solutions, tissue culture plants, financial services and other agricultural inputs. Recently, it has bagged order for integrated irrigation solution project in Karnataka. Visvesvaraya Jala Nigam, a division of Water Resources Department of Karnataka, has placed this order on the company through national competitive bidding. The value of the project is Rs 287.66 crore. The company expects to complete the project in 24 months. According to the management of the company, food business will also improve due to pickup in demand and expect double digit growth in this segment. The company expects strong business in spices and Orange juice business. Company expects enormous opportunities in water treatment plants and better irrigation products. The company has maintained positive free cash


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flows and the management of the company expects to follow the same in next quarter. It expects 20% sales growth for full year FY19 due to robust performance in piping business and project business due to strong orders. Thus we expect the stock to see a price target of Rs 130 in 8 to 10 monthâ&#x20AC;&#x2122;s time frame a 3 year average P/Bvx of 1.42 and FY19 (BVPS) book value per share of Rs. 91.49.

Target of Rs 170 Ashok Leyland is one of the leading manufacturers of medium and heavy commercial vehicles in India. Ashok Leyland is the 2nd largest manufacturer of commercial vehicles in India, the 4th largest manufacturer of buses in the world and the 12th largest manufacturer of trucks globally.It offers power solutions for electric power generation, agricultural harvester combines, earth moving and construction equipment, and marine and other non-automotive applications. During FY 17-18, the company has witnessed record domestic truck volumes, substantial growth in LCV, continued growth in marketshare and the transformation which Intelligent Exhaust Gas Recirculation (i-EGR) brought to the Indian market. Moreover, exports has witnessed a healthy jump in the current year and the company will continue to focus on growing InternationalBusiness as well as Defence and after market portfolios. As Bharat Standards VI emission norms will go into effect by 2020, the company is working on capacity building and modernization of its competencies and technologies to meet the growing requirements for the BS 6. It has renewed its partnership with Hino Motors (Japan) for Mutual Cooperation Agreement (MCA) to utilize Hinoâ&#x20AC;&#x2122;s Euro-VI compliance engine technology for its new BS-VI (EURO-VI) development. This partnership would help the company to be ready for BS VI norms. The company is developing new vehicles for the armed forces, aggressively bidding for new contracts and setting up new infrastructure to ready itself for a larger a pie of the defence business. The defence business is expected to achieve at least 3 times (revenue growth) in five years. Recently, the company has bagged tenders for mine protected vehicles and bullet proof vehicles from


the security agencies and targets threefold business increase from its defence vertical. The Company continued to outperform the CV industry and has made significant gains in market share and sales volume by focusing on innovation, intensive marketing strategies and network expansion. Moreover, the management of the company is rapidly establishing robust business processes across the company taking strides into the Digital Age. Thus we expect the stock to see a price target of Rs 170 in 8 to 10 months time frame on 1 year average P/Bvx of 6 and FY19 (BVPS) of Rs28.37.

Target Rs 534 Bajaj Corp is an FMCG company with majbrandsin hair care category. It is engaged in the business activity of trading and manufacturing of cosmetics, toiletries and other personal care products. The management is hopeful for turnaround of rural demand and it expects rural growth soon to pick up more than 10% every year. Currently itâ&#x20AC;&#x2122;s still lower than urban growth but expects rural growth to outperform urban going forward. Management further expects increase in rural growth will lead to even higher and better future for light hair oil segment in general and particular for the company. It has been pursuing inorganic opportunities for the last few years. For inorganic growth opportunities, it will focus on niche brands which can benefit from its strong distribution network that would help the company to make pan India brands. The management of the company is looking to grab inorganic growth opportunities in the FMCG, Hair oil and Nomarks cream or other anti-blemish cream category. With good cash on hand and zero debt, the company is gaining in its light hair oil category which is premium hair oil. It has increased number of distributors in rural areas. Actions done in the past such as increase in distribution and direct dealer network, has resulted in increase in volumes better than the industry. The management aims to continue to launch new products. Immediate launches will be in hair oil and skin care. Currently it has new launches in related category products and aims to use cash for acquisition to leverage the strong distribution. Thus we expect the stock to see a price target of Rs 534 in 8 to 10 months time frame an expected P/Ex of 32.25 and FY19 (E) earnings of 36

Rs16.57. Gujarat Narmada Valley Fertilizers and Chemicals Limited 10 Zto reduce its working capital. Moreover, it has developed requisite expertise and confidence with proven project management competencies. Thus, it is expected that the stock will see a price target of Rs.593 in 8 to 10 months time frame on a current P/Ex 9.46 and FY19 (EPS) of Rs.62.69.

Havells India Limited Target Rs 717 Havells India Limited is one of India’s largest & fastest growing electrical and power distribution equipment manufacturers with products ranging from industrial & domestic usage. It owns some of the prestigious global brands like Crabtree, Reo & Standard Electrical. It now operates a network of 90+ branches and representative offices in over 50 countries with a network of 20,000 distributors.

It has pioneered the concept of exclusive brand showroom in the electrical industry with ‘Havells Galaxy’. It became the first FMEG Company to offer door step service via its initiative ‘Havells Connect’. During Q4FY17, its lighting and fixtures business grew 20 per cent to Rs 323 crore during the fourth quarter as against Rs 268 crore in the same period previous fiscal. Electrical consumer durables grew 19 per cent to Rs 465 crore, switchgear business grew 5 per cent to Rs 394 crore while the cable business grew 13 per cent to Rs 769 crore during the three months period ended March 2018. The management is confident that the growth for this segment will continue in coming years. Lloyds, which was acquired by Havells last year, reported a contribution of Rs 1,414 crores to Havells topline in FY18. Sales remained muted as the demand was impacted by GST. As a part of its expansion strategy, it plans to add refrigerators under Lloyd’s portfolio which currently consists of air-conditioners, washing machines, and televisions. The company is incurring a capital expenditure of Rs 3,000 crores to set

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up a 600,000 unit air-conditioner manufacturing facility. This plant is expected to be operational by the end of FY19. The company has been continuously growing in each business parameter and it is expected that it would be direct benefitted by the Government initiatives such as â&#x20AC;&#x153;Housing and power for allâ&#x20AC;?. It is best placed to attain scale across businesses with its new SBU (Strategic Business Unit) structure and focused product-wise branding strategy. Thus, it is expected that the stock will see a price target of Rs.717 in 8 to 10months time frame on an current P/E of 52.2x and FY19 EPS of Rs.13.75.

Target Rs 614 Kalpataru Power Transmission Limited (KPTL) is primarily engaged in the business of Engineering, Procurement and Construction (EPC) relating to infrastructure comprising power transmission & distribution, railway track laying & electrification, oil & gas pipeLines Laying, etc. For FY18-19, the company targets to achieve 15-20% growth on revenue and further improve on profitability and return ratios, including exit of non-core assets. It plans to further enhance international footprint on power transmission, civil contracting, manufacturing, railways and pipeline divisions. The company will continue to drive of improving productivity through automation, process re-engineering and benchmarks on cost efficiency. Order inflow was up by 56% in FY 18 and stood at Rs 9341 crore. L1 in excess of Rs 2000 crore. Over-

all order book position as on Mar 18 for KPTL standalone is around Rs 12404 crore. 40% of orders are from T&D international markets, 28% from domestic transmission markets and 16% of order book is from infrastructure and 16% from railway segment. PGCIL accounted for around 19% of total order book. For JMC Projects, , a subsidiary of KPTL, the company has an order book of around Rs 7616 crore as on Mar 18, up by 10%. Order inflow stood at Rs 3339 crore. L1 stands at Rs 1500 crore. Rs 300 crore of legacy orders in the order book. Target for JMC 15-20% growth in net sales and margin 10.5 - 10.8% in FY 19. The company continues to focus on improving profitability, order visibility and return ratios as a result of improved margins and unlocking of capital from non-core assets. Its diversification focus has led to success in securing significant orders in the non-T&D business, with healthy margins. Thus, it is expected that the stock will see a price target of Rs.614 in 8 to 10 months time frame on a target P/E of 24x and FY19 (E) earnings of Rs.25.62.

Target Rs 441 KEC International, an RPG Group firm, is a global infrastructure EPC (engineering, procurement and construction) major and has presence in power transmission and distribution, cables, railways, water, renewables and civil space. Globally, the company has empowered infrastructure development in more than 63 countries. Fresh orders worth Rs 1392 crore were won across various business verticals of the company so far in FY2019. Major junk of the fresh order so far in current fiscal has come from railway aggregate to Rs 928 crore for both overhead electrification as well as civil works. Civil works vertical of the company has bagged orders worth Rs 212 crore from leading tyre and cement manufacturing companies. While core T&D segment accounts for Rs 159 crore worth of orders across India and SAARC region, the balance was accounted by cables and solar. Order execution is back on track and margin is expected to stabilize on account of cost control measures. The management expects traction in ordering activity from SEBs (State Electricity Board) mainly from south India and Bihar. Further, railway electrification orders would pick up and

revenue from railway is expected to double in FY19. Healthy order book and improvement in margins would drive the earnings growth. Moreover, management expect order book to grow by 20% for current fiscal i.e. FY2019. Its debt levels has reduced from Rs.1932 crore to Rs.1538 crore over the last 12 months , which is made up of current and long term debt and management expects more reduction of debt in coming years. The company has put in bids for solar orders in MENA region and it expects one or two solar order in this fiscal from that region. The company is targeting SAARC and Africa region for Railways orders and hope to get at least one project this fiscal. However, the ticket size of international railway orders will be bigger as compared to domestic market. The company is continuously performing well and delivering in all the three parameters of revenue, profitability and order intake. The management of the company expects international business to pick up with large order inflow from Jordan, Saudi, Far East (Indonesia, Thailand), etc and international T&D, sub-stations and civil infra will be key drivers for FY18 order intake growth of 10%. We expect the stock to see a price target of Rs.441 in 8-10 month time frame on an expected P/E of 21x and FY19 (E) Earnings Per Share of Rs.20.98.

Mahindra & Mahindra Limited Target Rs 1110 Mahindra & Mahindra, Ltd., through its subsidiaries, engages in the manufacture, distribution, and sale of passenger cars, tractors, multi-utility vehicles, light commercial vehicles, and three wheelers. It also designs, develops, manufactures, and markets implements that are used in conjunction with tractors. To strengthen the UV portfolio, the company has launched a new avatar of the Scorpio, its iconic SUV— the 'All Powerful Scorpio'. The new “All Powerful Scorpio” comes with higher power (140 bhp) and torque, new 6-speed transmission, enhanced performance, imposing styling and luxurious comfort. ZZ

The company continued to be the 3rd largest PV company, the 2nd largest CV company and the largest small CV (LCV < 3.5T) company in India. Domestic sales crossed the 5,00,000 mark after a gap of five years. The company achieved its highest ever sales for Scorpio and Pik-Ups this year and Bolero volumes crossed 1 million since launch. Also, in FY2018, the company had recorded its highest ever tractor volumes for both domestic and export, and retained the leadership position for the 35th consecutive year. The group will supply 150 of the 500 electric sedans in the first phase of the government’s order to procure 10,000 electric vehicles. It will manufacture all key components that go into an electric vehicle itself as India’s largest utility vehicle maker prepares for the next transition in the automobile industry amid the government’s push to cut dependence on fossil fuels. For the year FY2018, improvement in overall economic sentiment, two consecutive years of normal monsoon, Government's focus on development of Agri and Rural sectors, with continued investment in infrastructure, coupled with easy availability of affordable finance, helped drive the demand for the automotive as well as the tractor industry. The company's volume growth is on an uptrend led by strong demand for tractors and a cyclical recovery in light commercial vehicles. A pick up in rural economy is likely and this should benefit M&M. Thus, it is expected that the company would see good growth going forward and the stock will see a price target of Rs.1110 in 8 to 10 months time frame on target P/E of 28x and FY19 (E) earnings of Rs.39.65.

Target Rs 470 Muthoot Finance is the largest gold financing company in India in terms of loan portfolio. Headquartered in Kerala, the company is a Systemically Important Non-deposit taking non-banking finance company (NBFC). The consolidated asset under management (AUM) of the company increased at improved pace of 12% yoy to Rs 32154 crore end March 2018. The share of


subsidiaries in the loan book has increased to 10% end March 2018 from 5% end March 2017, while the company expects to further raise the share of subsidiaries in loan book to 15% by March 2019 and further higher to 20% by March 2020.

Swaraj tractors.

The growth of gold loan AUM has accelerated on sequential basis to 7% to Rs 29138 crore end March 2018. The gold branch network of the company has increased to 4325 branches end March 2018.

During FY17-18, it has attained its highest ever engines sale of 92,022 units (last year 82,297 units), a growth of 11.8%. With rise in engines sale volume coupled with increase in the sharp of higher HP engines sale, net operating revenue for FY18 stood at Rs.771.20 crores as against Rs.666.10 crore for the last year- a growth of 15.80%.

Gross NPA increased to 6.98% at end March 2018 from 5.62% at end December 2017. Meanwhile, Net NPA also increased to 6.16% at end March 2018 from 4.93% at end December 2017.

On the development front, Swaraj Tractors has launched Swaraj 963FE (60-75HP category tractor) which has been well accepted in the market.

Muthoot Homefin, the wholly owned subsidiary, increased its loan portfolio to Rs 1465 crore end March 2018 from Rs 440.8 crore end March 2017. Total revenue jumped to Rs 126 crore in FY2018 from Rs 24 crore in FY2017. It achieved a net profit of Rs 28 crore in FY18 as against previous year profit of Rs 3 crore.

The acceptance of Swaraj’s higher HP tractors would help to enhance operating performance of the company. Swaraj Tractors has a market share of 8 – 9 % in the 60 HP segment. With this launch, the company is targeting to enhance it to over 11 – 12 % by the end of first year of the launch. This new launch will further augment SEL's premium priced engine sales volumes. SEL’s new capacity largely focused on higher HP engines. In FY 18, the company has added capacity by 15k at cost of Rs 25 crore making total capacity to stand at 1.2 lakh units of engine. The company will spend around Rs 50 crore, to further increase the capacity to 1.5 lakh engine units in next 2 years.

Net profit of the company rose 40.28% to Rs 451.39 crore in the quarter ended March 2018 as against Rs 321.78 crore during the previous quarter ended March 2017. Sales declined 9.28% to Rs 1550.97 crore in the quarter ended March 2018 as against Rs 1709.63 crore during the previous quarter ended March 2017. The company is witnessing healthy financial growth across all the business segments and maintaining the loan growth steady. According to the management, gold loan business would grow 15% and subsidiary loan book to grow faster at 50-60%. Thus, it is expected that the stock will see a price target of Rs.470 in 8 to 10 months time frame on a current P/Bv of 2.06x and FY19 BVPS of Rs.228.5.

Swaraj Engines Limited Investment Rationale: Swaraj engines limited (SEL) is into manufacturing and supplying of diesel Engines in the range of 22 HP to above 54 HP. The company is equipped with highly productive & precise quality analyzing machines. It also manufactures hi-tech engine components. Till date, SEL has supplied over 7,00,000 engines for fitment into


Risk Government policy on procurement, credit availability, commodity price trends Rain-dependent nature of agriculture sector Valuation SEL has a healthy balance sheet with no debt on its books and robust return ratios amid healthy dividend payouts. Moreover, Swaraj Tractors has a strong brand recall and the larger acceptance of Swaraj brand of tractors is primarily on the back of balanced design, low cost of ownership over the lifecycle of product, robust service network and fuel efficiency among others. A normal monsoon expectation in FY19, upcoming Loksabha elections and an increase in minimum sale price (MSPs) for Rabi crop 2017-18 would augur well for agri machinery and input sectors. We expect the stock to see a price target of Rs.2372 in 8-10 month time frame on a two year average P/E of 31.14x and FY19 (E) Earnings Per Share of Rs.76.18.


Sarala Puthran “Does spare the rod - really spoil the child!”

Troublesome Teens ?? We have chosen the subject of “ whether sparing the rod will spoil the child?” particularly in the backdrop of various international episodes involving Indian parents were brought to light, and out here in our back yard too this is a hot topic for discussion. I have tried to open this as a debate rather than take an absolute and unilateral view in this regard and surprisingly, neither it is that this problem belongs to this age nor we have a ready-made answer for this. We shall discover that there is no standard answer to the scenario we are facing. AUTHOR: QUOTATION:

Socrates (469–399 B.C.) The children now love luxury; they have bad manners, contempt for authority; they show disrespect for elders and love chatter in place of exercise. Children are now tyrants, not the servants of their households. They no longer rise when elders enter the room. They contradict their parents, chatter before company, gobble up dainties at the table, cross their legs, and tyrannize their teachers.

ATTRIBUTION: Attributed to SOCRATES by Plato, according to William L. Patty and Louise S. Johnson, Personality and Adjustment, p. 277 (1953). From this it’s evident that from the age of Socrates to supersonic age the ‘teen trouble’ remains the same.

We all have been there but we don’t remember it when we deal with our teen kids isn’t it? What makes teens so difficult? Teen aged kids tend to question rather defy the norms and rules set by the elders. Questioning or what is called by society as ‘trying to be a hero’ is often seen in this age group. It might be teasing or imitating the teacher or not obeying the parents, showing adamancy and their preference than quietly following the rules set are expected changes of this age group. It is during adolescence that child tries to learn about him/herself. In this phase of early adulthood they tend to explore themselves and crave for independence. Their preference to spend time might change from family to friends. Friend’s view has greater impact than a parent or a teacher. It is here that the conflict begins. They keep questioning the norms of society and are often engulfed with a thought as to “why should I abide by this??” Breaking rules, defying authority, disobeying parents or teachers gives them a kick and they tend to enjoy that. However this behavior is temporary and part of their growth and development. We can say that these are some side effects of the transition from childhood to adulthood.

Why such behavior?? In our earlier edition we have seen how brain architecture plays a vital role in early childhood. We have learnt about the synapses, neural network and stimuli that lays the foundation for future learning in detail. Here let us understand teen brain and their behavioral aspect.


A teenage brain is a work in progress. Though they would look like an adult physically the rational part of a teen’s brain isn’t fully developed and won’t be until age 25 or so. The prefrontal cortex is the last

Troublesome Teens

to mature and it involves the control of impulses and decision-making. Amygdala which stimulates emotion, aggression, and instinctual and reflexive responses, comes into force during teenage. The combination of under developed PFC and strengthened amygdala is the culprit of poor behavior in teens. For instance, an adult’s reaction to bullying by his colleagues would be after having measured the consequences of his reaction, where as a teenager would go by impulses without thinking of the consequences of his reaction.

PC: -The_Teenage_Brain_The_neocortex

How to discipline a teenager?

The thumb rule of handling kids is blow into the wind once the peer pressure comes into the force. Result?? Parent gets wild for acting in such well stated in this quote by Aristotle. “Anybody can become angry - that is easy, but to be angry with the right person and to the right degree and at the right time and for the right purpose, and in the right way - that is not within everybody's power and is not easy. When an adult whose PFC and amygdale are in sync knows the reason for their teen’s behavior; it seems most unlikely that they chose to cane the kid? What is the best way an adult can teach a tee- kid that aggression is unacceptable?? Are seemingly punitive measures such as ‘screaming at, /canning/ timeout /keeping them hungry’ help them realize their fault?? Instead, making them recount on the incident and help them to see it in a clear light, will evince possiblly reactions that would go a long way with them. Kids who are raised with positive disciplining would be empathetic and grow up to be responsible human beings. The Thin line between abuse and the discipline. “Indian couple arrested in Norway for disciplining kid” We all woke up to this shocking news published in

The Hindu on 30th Nov 2012 that raised brows of many Indians. The news clip further read “The boy was found wetting his pants in the school bus which was reported to his father, who in turn “threatened” the child that he would be sent back to India if he repeated that again, Mr Sailender said, adding the boy was also found bringing toys from school.” Now while for some, particularly from this part of the world in India that is a disciplinary action, some other parts of the world might ask, “Is that disciplining?? ”While this would have really sent the shudders down the spine for some people, definitely one must reflect on what would have pushed the parents to resort to this? No parent wants his offspring to be a social outcast after all? This opens a really interesting angle and we shall evaluate the other aspects and a near 360 degree perspective of this subject in our next edition. --------------------------------------------------------------------------------------------------------------

“Spanking does not solve the problem, it aggravates it. Children who are beatenlearn that violence is a form of showing love, so they will accept violence even as adults and will practice the same, - Swati Popat Vats Director Jumbo Poddar Kids

----------------------------------------------------------------------------------------------------------Sarala Puthran a professional in pre-primary education with over 15 years of experience as teacher cumover 8 years of experiences as a pre-primary and KG principal with a reputed educational institute based out of Mumbai. She is an expert in child behaviour and child psychology. This is the 7th article in the series she has authored for Customer Awaaz magazine highlighting the current day trends in pre-primary education.

WE ARE HIRING As part of growing our operations, we are looking to hire for the following positions. Writers: Junior journalists, Freshers who have completed their graduation/PG/PG Diploma in journalism can apply for full time/part time/free-lance opportunities. Vertical specialization is preferred in fields such as Medical/Law/Telecom etc. Should be able to do field research in their respective fields. Location: Full time/Part time employees: Delhi. Free lancers: Anywhere in India. Inside Sales: Smart and fluent English speaking ladies who have 2-3 years experience in Inside sales on full time, part time and free lance basis. Location: Full time/Part time: Kaushambi, Ghaziabad. Freelance: Anywhere in India. Sales Managers: Professionals with 2-3 years experience in retail sales/print media circulation sales. Both full time and part time. Location: Full time/Part time employees: Delhi. Sr. Managers: Concept sales: We have a range of concepts that can be taken to the Consumers in various fields. Professionals with 4-5 years experience in concept sales, Insurance, space selling etc, can apply. Remuneration and incentives will be on par with that in the industry. We offer rapid growth in career and top performers will be selected for grooming to the next level/senior management role. Candidates with franchise building experience will be preferred. Location: Mumbai, Delhi, Hyderabad, Bangalore. Send your cvs to




That's what they say! It is how ironical that we live in a country where for almost every 1 lakh people, there is only one judge! They say justice delayed, is justice denied. I am just thinking that, would justice ever be imparted on time in India? The quality of judgement is so fragile that most of the people are scared of the black coat and fancy wig wearers! Corruption in Indian Judiciary has become just like the way fish takes to water, marking an inseparable bond.

That's what they say! It is how ironical that we live in a country where for almost every 1 lakh people, there is only one judge! They say justice delayed, is justice denied. I am just thinking that, would justice ever be imparted on time in India? The quality of judgement is so fragile that most of the people are scared of the black coat and fancy wig wearers! Corruption in Indian Judiciary has become just like the way fish takes to water, marking an inseparable bond.

ASTRO PREDICTIONS 1st July 2018 to 30th September 2018

Mr. Bhavani Sanker Ivaturi

Almost all of us wistfully browse through the weekly star forecast etc in our favourite Sunday magazine and try to find predictions around our areas of interest such as finance, real estate, career, Love, marriage etc. Some of us believe and most of us donâ&#x20AC;&#x2122;t but still that ring/s with a precious/semi-precious stone still adorns our finger/s and we like making a social statement that fdlh us ikik ls dg fn;k rks igu jgk gwÂĄA A Customerawaaz is pleased to present to you some of the most accurate predictions that will be pertaining to you and will be specific to your horoscope through our renowned Astrologer Mr. Bhavani Sanker Ivaturi. Lagna/Lagan Lagna or Ascendent, is the time of the Raashi (moon sign) rising at the eastern horizon in the day.



Every day all the twelve moon signs rise at the eastern horizon (time of which is indicated in the Panchang) at different times. Hence even though people who may be born on the same Hindu calender day in the morning and afternoon may have the same Raashi or moon sign, they may be having a different Lagna or Ascendent. And it is the Lagna or the Ascendent that actually plays a controlling factor in making the destiny of a person. Is this accurate? Well most Indian Panchang (jn)s predict the Solar eclipses and Lunar eclipses without a calculator and a computer and have been doing so accurately since few thousands of years. We leave it you to either believe what is evident in front of our eyes, or wear those rings and precious stones without wanting to understand what they mean, meaning Just like that. The choice is yours. But then, don’t expect too much when you next read that weekly forecast or star power either. श्री भवानी शंकर इवटुरीहैदराबाद के निवासी हैं. ज्योतिष शास्त्र उन्होंने अपने पूर्वजों से विरासत में प्राप्त किया हैं. एक प्राइवेट कंपनी में ३ वर्ष कर्मचारी रहने के पर्यंत उन्होंने सन 1983 में ज्योतिष शाश्त्र के क्षेत्र में प्रवेश करे थे. इन्होने अस्त्रोलोगिकल मगजिन बैंगलोर, एक्सप्रेस स्टार टेलर मद्रास एवं कृष्ण पत्रिका हैदराबाद में कहीं लेखन कियें है. इनके पूर्व कथन/भविष्य वाणि इन पत्रिकों में प्रचुर हुआ और इन्होने अनेक टेलीविज़न चन्नेल्स में भी अपना भविष्यवाणि सुनाया हैं. श्री भवानी शंकर जी नें कईं देश एवं राज्य के स्थर पर जो राजकीय भविष्य वाणि सुनाया था वो सच साबित हुआ. Everyone gets the results of past actions in this life. The planetary position at the time of birth of a person indicates what the native is going to experience this life. An Astrologer tries to indicate his Fate or Prarabda in this life. There are thousands of rules in Astrology which an Astrologer should be able to interpret. Here lies the talent of the Astrologer. Ancient seers have given these rules so that on knowing the future we will be in a position to minimise the evil effects. The planets give favourable results to him who sticks to good things in life, who is non-violent, who has principled in life.

es"k jk'kh% u{k= & ¼v'ofu leLr pj.k] ,oa —fÙkd dk çFke pj.k½

Mesha rasi, Aswini, Bharani and Krittika 1st quarter. Sun will be favourable from September 17th, Mars in the 10th is favourable, Jupiter in the 7th is favourable AST RO PREDICTI O N S

Saturn in the 9th is neutral. Mercury is favourable in July and August. Venus in the 6th is unfavourable in July. During this quarter dues will be received, reputation will rise. There will be obstacles for success and you will have to strive more for normal success. Employees will be favoured by the bosses. Students should be cautious against deviations. Politicians will increase their sphere of activity. Businessmen will receive their dues. Unmarried will get married in this period. SOME will visit holy places. Children will develop.

o`"kHk jk'kh% u{k= & ¼—fÙkd f}rh;] r`rh; prqFkZ pj.k] jksfg.khleLr pj.k ,oa e`xf'kjdk çFke ,oa f}rh; pj.k½

Vrishabha rasi, Krittika 1st 2nd and 3rd, Rohini and Mrigasira 1and 2. During this quarter Jupiter and Saturn both are unfavourable .Sun will be favourable from July 17th to August 17th.Mars in the 9th is unfavourable, Venus is favourable in August. During this quarter, there are chances of loss of reputation, feeling of debility and increase of expenses. In the month of August, money matters may improve. Employees should be cautious against setback in career, students will have to work hard to get normal success. Businessmen may face limited growth. Politicians should be maintain a low profile. Deterioration in health of relatives for the people of this rasi is indicated. Reciting Hanuman Chalisa everyday might give some respite.

feFkqu jk'kh% u{k= & ¼e`xkflj r`rh;] prqFkZ pj.k] vknZz leLr pj.k ,oa iquoZlq çFke f}rh;] r`rh; pj.k½

Mithuna rasi Mrigasira 3and 4th Ardra and Punarvasu 1, 2, and 3. Jupiter is favourable throughout, Saturn in the 7th is neutral. Sun will be favourable from Aug 17th to Sep 17th Mars in the 8th is unfavourable. Venus will be favourable in September. This quarter indicates the possibilities of ill health, increase in expenses, and disputes with women. Going on trips is not advisable. Caution while dealing with relatives is advised as misunderstandings are possible. For employees, superiors will be helpful. Students will get good


results. Businessmen advised not to invest in new ventures. Partnerships will bring worries. Politicians should be cautious in dealing with the public. Recite Shani Stotra every day.

ddZ jk'kh% u{k= & ¼iquoZlq

çFke pj.k] iq";fe ,oa vk'ys"k leLr pj.k½

Karkataka rasi. Punarvasu 1, 2, 3. Pushyami and Aslesha Saturn in the 6th house is favourable, Jupiter in the 3rd is neutral, Sun will be favourable only in the month of Sep. Mars in the 7th is unfavourable. Mercury will be favourable, Venus will be favourable throughout. During this quarter financial position might improve. Domestic life will be happy. Health of spouse will be slightly disturbed. Property matters will be successful. Employees will witness happy changes in career. Students will have great achievements. Political leaders will shine in new spheres. People of film land will be highly successful and will prove their talents.

flag jk'kh% u{k= & ¼e[k ,oa iwoZ QYxq.k leLr pj.k mÙkjQYxq.k çFke pj.k½ Simha rasi, Makha, Poorvaphalguni and Uttaraphalguni 1st. Saturn and Jupiter are neutral. Mars in the 6th is favourable. Mercury will be unfavourable. Venus will be favourable in August. During this quarter, success in all the fields is indicated. Funds will increase, health will be good. Some will get recognition. You will perform noble acts. Employees will see a rise in recognition. Students will advance in new studies. Political leaders will be marching towards great success. Speculation is not suitable in this period.Some will have anxiety related to children.People with chronic disease will get relief.

dU;k jk'kh% u{k= & ¼mÙkj QkYxq.k f}rh; r`rh;] prqFkZ] gLr leLr pj.k ,oa fp= çFke] f}rh;½

Kanya rasi. Uttara 2, 3 and 4th quarters Hasta and Chitta 1and 2. Jupiter in the 2nd is favourable, Saturn in the 4th is unfavourable; Sun will be favourable from July 17th to Aug 17th. Mercury will be unfavourable. Venus will be favourable in Aug and AST RO PREDI CTIO NS

Sep. During this quarter money matters will be encouraging happy events occur in the house. This is the period of enjoyments. Employees will receive their dues. Students will be successful in their attempts. Businessmen will see a boost in their sales. Political leaders speech carries weight.

rqyk jk'kh% u{k= & ¼fp= r`rh;] prqFkZ] Lokfr leLr pj.k ,oa fo'kk[k çFke f}rh; ,oa r`rh;½ Thula rasi Chitta 3and 4th Swathi and Visakha 1,2 and 3.Saturn in the 3rd is favourable. Jupiter is unfavourable, Mars is unfavourable .Sun will be favourable from Aug 17th to Sep 17th. Mercury will be Favourable in July and Aug. During this quarter there is a possibility that income may rise and servants will be stable. Anxiety and sorrow due to Relatives and their health is indicated. Children will advance in life. Employees will be happy in their fields, some may get a transfer to desirable place. Students have a favourable trend. Political leaders will enter new fields of activity.

o`f'pd jk'kh% u{k= & ¼fo'kk[k prqFkZ] vuqjk/kk ,oa T;s"B leLr pj.k½ Vrichika rasi Visakha 4th , Anuradha and Jyestha .Jupiter and Saturn both are unfavourable. Mars in the 3rd is favourable. Mercury is favourable in July and August.Venus will be favourable in August. During this quarter some good things are indicated. Some will purchase gold. Adventurous acts will yield good results. Some desires may get fulfilled. Money matters may cause some anxiety, domestic life will be better than before. Employees should be cautious while they communicate as misunderstandings with close persons are possible. Students should put more effort. Businessmen need to be a little more patient.

/kuq"k jk'kh% u{k= & ¼ewy ,oa iwokZ"kk<+ leLr pj.k ,oa mÙkjk"kk<+ çFke pj.k½ Dhanus rasi. Moola, Poorvashadha and Uttarashadha1st.Saturn in the 1st is unfavourable while Jupiter in the 11th is favourable. Mars in the 2nd is unhelpful. Sun is unfavourable throughout. Mercury is favourable in July and August. Venus will


be favourable in Sep. During this quarter domestic quarrels are possible. You will be emotional. Untimely food, much expenditure are indicated. Minor loss of money is possible. Be cautious in property matters. Employees will have tension regarding change of place. Rise in status is possible. Students should be cautious deviations.

edj jk'kh% u{k= & ¼mÙkjk"kk<+ }hrh; r`rh; prqFkZ] Jko.k leLr pj.k ,oa /kfu"V çFke] f}rh; pj.k½

11th. During this quarter money matters may improve. Health will be good. Efforts will get good results. Employees will think of changing their in organisation. Be cautious against sins as there is possibility of committing. In August and September income rises. Students will get success as expected. Businessmen will expand their business. Political leaders should limit their

Makara rasi, Uttarashadha 2,3 and 4th Sravana and Dhanishta 1 and 2. Saturn and Jupiter are unfavourable while Mars in the 1st is also harmful. Sun is unfavourable. Separation from a relative, quarrels with domestic persons ill health due to heat are possible. Be cautious in property matters as there is possibility of being deceived. There will be strife in every effort. Recite Hanuman chalisa. Perform abhisheka for LORD Siva. If possible visit the temple of Hanuman every Saturday. For some, change of place is possible to an undesired place.

dqEHk jk'kh% u{k= & ¼/kfu"V r`rh; prqFkZ] 'krfHk"k leLr piwoZHkkæ çFke] f}rh; r`rh;½ Kumbha rasi. Dhanishta 3 and 4th, Satabhisha and Poorvabhadra 1, 2 and 3.Jupiter and Saturn both are favourable. Mars in the 12th is unfavourable. During this quarter income will be good and there will be relief from sorrow. Fame continues. Auspicious events are possible. Income will be good. Desires will get fulfilled. Some may suffer from health problems. For some relatives may cause anxiety. Union of relatives is indicated. Students will get more than expected. Employees will see increased salaries. Political leaders will face tension but will be successful.

ehu jk'kh% u{k= & ¼iwoZHkkæ prqFkZ mÙkjHkkæ leLr pj.k ,oa jsofr leLr½

Meena rasi Poorvabhadra 4th Uttarabhadra and Revathi. Saturn in the 10th is neutral and Jupiter in the 8th is unfavourable. Mars is favourable in the



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Ganesh Chaturthi

13 August, 2018

Customerawaaz Vol 03 Iss 1