CUSTOMERAWAAZ VOL4-Iss3 January-March 2020.

RNI No. DELBIL/2016/67709

Volume-04-Issue-03

Rs. 50/-

The Magazine for Indian consumers

Qtrly- Jan-Mar,2020

YEAR ENDER &

OUTLOOK 2020 Anshuman Magazine

Chairman & CEO India, South East Asia, Middle East & Africa at CBRE

Events for promotion of Consumer Rights Awareness

Are you 35+, M/F - a ‘Good baddie’ but ended up a Good nobody?? is proud to launch 1st edition of national badminton tournament

@ Bangalore & New Delhi If your dream was to be a professional badminton player but missed it, then here is your second chance.

Come show the world ‘THE REAL YOU’ Compete in your age group and with your like Finals and award presentation on World Consumer Rights Day 15th March 2020 @ New Delhi Tournament start date: 22nd Feb, 2020

Registraons Open on 10thJan 2020

Registrations Close on 19th Feb 2020

Categories: 35-49 yrs M/F. 50+ and Above M/F.

Tournament start Date 22nd Feb, 2020

Doubles Only

Apply Online @www.customerawaaz.com/events.

Event registration fees: Rs. 1,000/- per doubles entry.

Includes travel to and fro from Delhi & Stay for the regional winners.

Cash Prize and Awards for Winners & Runners up in all categories Contact For Bangalore: K Subbarao - 9341273673 For Delhi: Suhas - 8368889350/ Mr. Mahendra - 9810669804

Financial Advisory

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Investment Options For Senior Indian Citizen

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Salary Account Insights

Visual Communication

Consumer Advisory

Junior Awaaz

Alternate Dispute Resolution

The Quarter Past

Hospitality Special

Stock Recommendation

State Bank Institute’s Faculty Explains

Misleading Advertisements and Consumer Aggressive Negotiations; To be or Not to be

How the sector stands out in Customer Satisfaction?

Citizens Demonstrate Social Awarness

An Enhanced Canvas

Succint Summary

By SMC Global Securities Ltd

Cover Story

Astro Predictions

Health & Wellness

CustomerAwaaz Event

Year ender & Outlook - 2020 Dyslexia decoded

CEO - Strategic Verticals Amitabh Sahay

Junior Awaaz Akanksha Gupta

Your Fortune Unravelled

Seminar at Baba Mastnath University on Competition Law

Dear Readers, As we ended a decade and are upon the dawn of another, I daresay a series of tumultuous events dotted the timeline over the last quarter. It was as though that the sequence of events that happened in the last quarter at our national level alone; have stood up as equal to the sum total of all the events that happened before them; in terms of waking, shaking and may be making the nation too, in terms of their intensity.

The Ram Janmabhoomi issue verdict delivery of the Apex Court and Kartarpur Sahib corridor opening up happening on the same day left the multitude of Indians breathless and found us gasping for breath at their rather suddenness, though it was expected that the ex-CJI Hon. Tarun Gogoi, would leave his foot prints in the sands of time when he would retire.

As we all have experienced that the ‘din of the protests’ reached their peak towards the middle of December particularly towards the CAA & NRC combine; and the entire nation was witnessing activities in some form of the other. While a few of the leading politicians have actively lent support to the CAA, many seemed to have feared a backlash of a perceived fear by some communities and took to objections. Overall it seemed from many popular Television interviews that even the most elite and intelligentsia who have taken a particular stance on the social media etc; too had limited understanding on the subject of the CAA and NRC. Hospitality industry stands out as a touchstone for customer satisfaction and we were indeed fortunate to have been engaging with them from our inception. I am pleased to share with you that Amitabh Sahay, with this 18 years of experience spanning in this industry has taken the role of CEO for strategic verticals starting Oct-2018 and he will be focusing on increasing our engagement with Hospitality, Travel, Education and Training to start with.

The entire media of the nation have covered these topics extensively and many Television shows have attempted to educate the citizens of the country at large and this seemed as a good and constructive exercise by media.

While the subject is out of domain for us as CUSTOMERAWAAZ from the consumer rights angle, we have said on multiple occasions that at the core; the citizens of a country are the customers of the government and the governance and from that perspective it becomes a core theme of importance for all of us as Indians.

The Department of Consumer Affairs in association with Centre for Consumer Studies have conducted an Orientation session on Dec 24th, the National Consumer Rights Day. It was presided by the Minister of State for Consumer Affairs and Civil Supplies Shri Raosaheb Patil Danve and the Secretary of Consumer Affairs, Mr. Avinash Srivastava. It was quite interesting to see that the CCS has percolated the concept of Consumer Rights to even schools by conducting competition of painting within the schools in Delh-with the topic being Consumer Rights. Young consumers coming from various schools have expressed the concept of Consumer rights and violation of the same through some superb paintings/drawings and they were awarded for their same and we as CustomerAwaaz are indeed proud to carry their photographs in the Junior Awaaz section.

Coming to JuniorAwaaz, I have great pleasure in informing all of you that we have received many inputs on increasing the canvass of JuniorAwaaz as a space for the kids, who are our future citizens and consumers of the country. It was really a revelation to see young kids taking to painting and drawing as a medium to express and convey the consumer rights’ violations or the problems faced by consumers due to breaches in promises and advertisements. Taking a deeper and broader look at this, we made an effort to increase the canvass of JuniorAwaaz and decided to have a youngster/Junior take up the responsibility of the Editorship of JuniorAwaaz.

Reason! Who else can think like Juniors and make this platform appealing to them and take this platform to them faster?

Keeping in mind the excellent work she has done for JuniorAwaaz, we have appointed Akanksha Gupta as the first ever JuniorAwaaz Editor. Akanksha Gupta has written many articles in the Column of JuniorAwaaz but which were pertaining to Consumer rights largely; but this time we gave her a framework of increasing the canvass of JuniorAwaaz and to make it a kids place in totality as we go by.

The Editorship of JuniorAwaaz will be for a limited duration and in turns and so the idea is to pass on the baton to eligible young juniors and nurture their talent for larger responsibilities.

Wishing her all the best in her new role, and wishing all of you a glorious new decade and future of hope, growth, warmth and happiness in the new era, I sign off; also wishing you a wonderful consumer experience in the journey ahead.

INVESTMENTS

MUTAUL FUNDS ?

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PENSION PLANS

The Best Investment Options If You Are A Senior Citizen in India It was a common phenomenon in the olden times for senior citizens in India to be dependent on their children when it came to their financial needs.

However, today, senior citizens have become quite independent financially due to financial awareness, better investment opportunities, and rising income.

That said, senior citizens still need to continue their search for better avenues of income because of increasing longevity, inflation and the ever-rising costs of medical care. In this aspect, the government offers several investment options for senior citizens, and you must leverage those benefits to enjoy financial independence.

Let us check out a few investment options as well as their benefits that are best for senior citizens!

Senior Citizens Savings Scheme The Senior Citizens Savings Scheme is for everyone who is more than 60 years of age. Additionally, CustomerAwaaz

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people who avail the Voluntary Retirement Scheme (VRS) can start investing in this scheme once they are more than 55 years of age. It also gives you an option to open a joint account with your spouse. The maximum limit to invest in this scheme, irrespective of the number of accounts you might have is INR 15,00,000. There are several benefits of the Senior Citizens Savings Scheme. First of all, according to the current rate, you get an interest of 8.5%. In addition to that, it is linked to the market and is based on a government bond yield of 5 years. The interest on this amount is paid quarterly. Another interesting thing about investing in this scheme is that the interest is locked once you make the first payment. Hence, it is a product with extremely no risks. In addition to that, it also allows a premature closing of the account. You can also treat it under Section 80C as a deduction.

The only limitation of this kind of investment is that the interest rate may decline, depending on the market and the interest is also taxable.

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Senior Citizens Pension Plan The Senior Citizens Pension Plan is for everyone who is older than sixty years of age. In this plan, the policyholder receives a payout periodically. The minimum investment under this scheme is INR 63,960, and the maximum investment is INR 6,39,610. The annuity that is paid to the policyholder can be slightly higher in case the frequency of the payout is quarterly or monthly. There are several benefits of the Senior Citizens Pension Plan. First of all, the returns on this investment are as much as 8%. Secondly, the premium amount of this policy is refunded to the policyholder in case of death or the diagnosis of any severe or critical disease or if not this, it is refunded after 15 years. You can even take a loan up to 75% against it after three years of its purchase. There is also a possibility of monthly payouts as well as premature withdrawal. However, you need to pay the penalty in case of premature withdrawals. Also, the amount that you receive after its maturity can be reinvested. The only limitation to this scheme is that it is illiquid if you compare it to the other counterparts. Also, the pension that you receive through this scheme is taxable.

Bank and Company Deposits One of the most popular and the oldest form of savings that most senior citizens prefer are bank fixed deposits. You can also invest some amount of money in company deposits to get high returns on your interest. The rate of interest for company deposits is usually more than the interest rates offered on bank FDs. Anyone can open a bank account for company deposits and bank deposits.

However, banks do set an age limit to allow people to open accounts. In most banks, anyone who is older than ten years of age can open an individual bank account, and in case someone is younger than ten years, he/she can open a joint account with an older eligible person. The investment limit in this kind of investment is higher than others. It usually ranges between INR 5000 and INR 1,00,00,000 depending on

the company or the bank. There are several benefits to this scheme. Firstly, most of the banks offer a higher interest rate to seniors than a standard fixed deposit rate. They are at least 0.5% higher. The interest rate for a fixed deposit can range between 4% and 8%. For company deposits, the interest rate may range between 8% and 8.90%. Some corporate deposits even offer much higher returns for senior citizens. The only limitation is that the interest rates have recently been going down and might not beat inflation. Also, the interest that you earn through FDs is completely taxable, depending on the tax slab that you are in.

Mutual Funds Mutual Funds are not specific to senior citizens.

However, you have the option to choose from different types of mutual funds. Among the several benefits of this type of investment, the most intriguing one is that the returns can help you beat inflation. Professionals manage these funds. So, there are lesser chances of incurring a loss. If you choose a monthly income plan, you can earn a regular side income as well. There is easy availability of liquid funds that you can withdraw whenever you want. The most significant limitation of mutual funds is that it is subject to market risk.

Moreover, in the long run, the gains on these non-equity funds can be subjected to as much as 20% of taxation with indexation. In the short term, they would be subject to a tax rate depending on your tax slab.

Conclusion Therefore, as is evident, there are countless investment options to choose from if you are a senior citizen in India. As an added tip, it is always a good idea to consult a financial advisor before you decide to ensure that there is no misstep and that you end up making the right investment choice for yourself.

About the Author Wealth Direct is a fast growing Financial Consultant based out of Delhi NCR and have been featured in the top 25 financial Consultants in the “Consultant’s Review� magazine too. This is the 11th article they have authored for CustomerAwaaz with a view to provide financial advice to our readers.

SALARY SAVINGS ACCOUNT How does it outweigh other type of bank accounts?

Aparna Mishra

Chief Manager (Faculty) State Bank Institute of L&D Sec-62, Noida

Aparna Mishra is Chief Manager (Faculty) at State Bank Institute of Learning & Development. She has joined the bank as Management Executive in 2010. She has worked in SME, personal banking branch and marketing division. She is CAIIB and MBA in Marketing & Finance. She can be reached at aparna.mishra@sbi.co.in CustomerAwaaz

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Bank accounts provide people with a safe place to store money with an added benefit of earning interest and ease in payments/withdrawal as per customer need. With Government implementation of Financial Inclusion (through schemes like Pradhan Mantri Jan Dhan Yojna) today more than 80% Indians have a bank account. With the conceptualization of payment banks; the need of customers’ to open accounts has been eased out. This has helped authorities to make social security payments directly into account, reducing fraud and corruption and improving efficiency in the country’s welfare system.

So, most of us have an account with a bank or any financial institution that offers to open one. Often we choose a product or a service without understanding its features and its pros and cons. Later we have to repent as the product or service so chosen is not as per our requirement. We can take example of Savings Bank Account and Salary Package Account.

These days, there are different variants of accounts offered by different banks. Salary Package Account and Savings Bank Account are a few of them. There are many variants of these accounts also. Some banks are providing customized products too.

Customers are not aware of difference between Salary Package and Savings Bank Account. So, they just go to bank and ask for Savings Bank Account.

Unfortunately bankers too cannot spare time to understand the need of customer and advise them an appropriate product. Let us first understand difference between a salary package account and a normal saving account.

SALARY PACKAGE ACCOUNT

We now have a basic understanding of salary account. So let us discuss in detail about various benefits available with your salary account.

• Different banks have different salary packages for employees of different organization or different type of work. For example SBI offers entire range of salary package accounts crafted to suit needs of various sectors like central government (CGSP), state government (SGSP), defense forces (DSP), para military (PMSP), Indian Coast Guard (ICGSP)police forces (PSP), Railways (RSP) and corporate (CSP).

• Salary accounts are categorized into different variants depending on your salary/designation (mainly in defense salary package). Like HDFC has regular, premium, classic salary account where as SBI has Silver, Gold, Diamond and Platinum salary account. The specific variant determines benefits/concessions available to account holder. If an employee wants to upgrade the account, it will be possible on the production of proof of gross salary per month or the documentary proof showing an increase in rank or designation.

• Debit cards are issued free of cost and annual maintenance fee is waived for salary package accounts. A salary account holder gets unlimited free ATM transaction at own bank as well as at ATMs of other banks. With salary account one gets different variant of debit cards (like Titanium, Platinum, Gold card) which have higher transaction limit in ATM/POS machines. These high variant SAVINGS BANK ACCOUNT

Salary package account is a Savings account in which your salary gets credited every month. It is opened on request of employer to credit salary of the employee. This account can also be opened jointly like normal saving account.

Savings bank account is opened for purpose of savings-and this is the most basic form of the account a customer can open with the bank, and which allows any person to enter into a relationship with the bank.

Salary package account can be opened by an individual whose organization/ company has tie up with bank for the same.

Savings bank account can be opened by any individual.

Salary package account comes with zero balance requirements.

Savings bank account requires maintenance of minimum balance as per your branch location.

Some banks offer privilege/priority saving where one has to maintain high minimum balance (of Rs 1 lac/5 lac) and avail various concessions and personalized service.

If no salary gets credited to your account for 3 months your salary package account gets converted to saving account and various benefits available are withdrawn.

No operation in your account (within a certain period) may make your account inoperative.

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debit cards offer higher reward points and free access to lounges at airport. One also gets additional ATM card for joint account holder if salary account has been opened jointly with spouse or any other family member.

• Apart from debit card, one gets credit card facility also with the salary account. Higher reward points are available with these credit cards. Also there may be added features like extra discounts on specific e-commerce sites with which the Credit Card Company has tie up like SBI credit card. Some banks provide this facility free of cost while some charge minimum annual fee for the same.

• On various transactions like bill payments, standing instructions, purchase through debit card or internet banking one earn higher rewards points which can be redeemed online for purchases or cash redemption.

• Various insurance packages are also linked with your salary account. Premium for insurance cover is paid by the Bank. One such insurance is Personal accidental insurance where nominee/legal heir gets insured amount on death of account holder with condition that death has happened due to some accident. Insurance amount varies depending on variant of salary account. Another is Air Accident Insurance under which a nominee/legal heir gets insurance benefit if death has happened during accident while travelling through air mode.

• Money multiplier-Earn more by moving idle money in salary account to fixed deposit account. Some banks offer facility of automatically transferring money from one’s salary account to fixed deposit (over and above certain minimum amount). Whenever customer does some transaction, part payment from fixed deposit is made to honor customer commitment. So, with salary account one gets liquidity of saving coupled with higher earnings of fixed deposit.

• Some corporates reimburse a part of the salary as reimbursements to the employees. One can open a Reimbursement Current Account with salary account to credit tax free reimbursement from one’s employer. This is also a zero balance account with no annual maintenance fee. Account is linked to debit card/internet banking facility of your salary account.

• If one is in immediate need of funds then one’s salary account comes to rescue.

Special overdraft facility is available on your salary account with minimum documentation and no processing fees (vary from bank to bank). Amount of overdraft depends on net salary being credit in your account. This is a short term credit facility bundled with your salary account. Overdraft limit is set on existing salary account which gives freedom of usage through Cheque book, ATM, online transfer, etc. Interest rate charged on this overdraft is higher as it’s a clean overdraft. Monthly salary and other credits in the account help us save interest as interest is payable only on the utilized amount. This Overdraft facility can be availed through internet banking for some pre selected customers.

• Special concession in interest rate/ processing fee on Home loan/car loan/education loan/ personal loan to employees of select corporate with whom Bank has entered specific tie up.

• Free access to various digital banking platforms like internet banking, mobile banking which helps in catering various financial needs without going to bank branch. Like SBI have its YONO platform which works on mobile, web & tablet and helps in fulfilling banking, financial and lifestyle needs.

• No charges on transaction like NEFT/RTGS/IMPS through alternate mode (internet banking, mobile banking) or branch mode depending on variant of salary account. Issuance of unlimited cheque leaves without any cost. Also demand draft is issued free of commission. Some banks also provide facility of delivery of DD to selected locations without any charge.

• Concession on locker charges is available with one’s salary account. This facility is restricted to higher variants of salary account holders.

• Salary account holders may get offer to open free demat account to trade in stock market or invest in mutual fund or other products.

• Personal relationship manager is assigned to account holder for any assistance. For higher variants of account wealth management services are also offered by some banks.

• Select banks also offer free zero balance account with similar benefits to family members of salary account holders.

• One gets easy access to various investment avenues like PPF, Sukanya Samriddhi Account and NPS with bank where you have your salary account.

• One can open a new Salary Account with Bank or can convert his existing savings bank account to salary one to avoid managing so many accounts.

As higher benefits are offered on salary account, banks convert salary accounts into regular savings accounts when the employees quit their jobs. On conversion, the charges schedule and average monthly balance requirement of regular savings account comes into effect. When there is change in job, check whether new employer shares a salary account agreement with the same bank. If it is the same, one can continue with one’s previous salary account by informing the new employer about it instead of opening a new salary account with the same bank.

ON CHANGING OF JOB: If current employer has salary account agreement with a different bank, then one needs to decide on the utility of having an additional savings account. If previous salary account was one’s first savings account, then one can choose to continue with the account and treat it as primary savings account provided its features and service charges match to one’s need. Also making payments for investments from one’s salary account might require changing account details in existing mutual funds, loans, insurance premiums, etc., each time one changes his/her job. So, an additional savings account can be used as a primary account for making payments for investments or receiving funds from other sources.

Salary Package account can get converted to Non-Resident Ordinary (NRO) Account, where one can continue to receive local credits for all sources including your salary. In case one also draws salary overseas, he/she can open a Non Resident External (NRE) Account wherein one can remit his/her monthly salary from abroad.

With so many benefits available on salary account, it would always be a wise decision to go for Salary Package Account over Savings Bank Account. Citi Bank was the first bank to provide Salary Package Account named Suvidha Salary Account. It provided one stop solution for all banking needs of working professionals. Today many banks are offering Salary Package Accounts in India. Some of the best known are • SBI (Silver, Gold, Diamond, Platinum) • ICICI Bank Ltd (Regular, Silver, Gold, Titanium Salary Account) • HDFC Bank Ltd (Regular, Classic, Premium Salary Account), • Axis (Republic, Easy Access and Prime Salary Account), • Kotak Mahindra Bank (Platina, Ace, Edge, Neo Salary Account), • Yes Bank (Smart Salary Advantage Account) • Bank of India (Salary Plus Account) • Bank of Baroda (Salary Advantage Account).

Many corporate provide option of selecting salary account from one of 4-5 banks with whom they have an agreement while other may give option to open salary account on his/her own. With so many options one may get confused as to select which salary account. So let us go through main points which one should keep in mind while selecting a Salary Account.

ON GOING OVERSEAS: In case company with whom one is working deputes overseas, then existing CustomerAwaaz

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Interest rate – One should look for interest rate offered by the bank on the salary account. Highly rated banks usually offers low interest rate compared to the new comers or small banks that are looking for more deposit. Some banks offer auto sweep facility with salary account with which one earn interest rate of fixed deposit with savings account.

Availability of ATM – Compare ATM withdrawal charges and free access to other banks ATM all over India. One can also look at network size of branch and ATM of a respective bank while opening salary account.

Customer Support – Evaluate a bank on customer support services provided like call centre, mobile applications. For example, although CITI bank has very few branches it provides most of the services through its call centre.

Security – Evaluate a bank from the perspective of security and advance IT systems as banks have lot of information and give access to online platforms such as internet banking, online payments and cards. Like SBI has made it possible for its account holders to withdraw cash from ATMs even without the debit card through SBI YONO app (YONO cash facility).

Easy Borrowings-In case of emergency how can

one’s salary account bank help with easy finance like overdraft facility (which varies from 2 to 5 times of net monthly salary). Also preferential pricing on loan products, bank charges, document formalities and turnaround time will be various points for comparison.

Investment Products- Accumulated funds in a savings account can be invested for a better return to meet future goals. The salary account bank should be able to help one invest the funds with a competitive return and less hassle. SBI has its YONO app which provides banking facility along with financial services through its subsidiaries like SBI mutual fund, SBI life and general insurance; SBI credit card and SBI cap securities.

Rewards- Various rewards/ offerings can also be a point of comparison. Banks offer different reward points and cashback benefits on usage of their debit cards (like SBI has tie up with Flipkart and CITI Bank with Apple to provide exclusive discount on purchases using debit cards). Accidental insurance benefits ranging from Rs 1 lac to 1 crore depending on variant of account.

Additional Facilities – One can also evaluate bank on the additional facilities such as credit card, concession on locker charges, benefits for family member accounts, personalized services.

Now let us discuss about document formalities required for opening a salary account.

Account Opening form duly filled-in (One can apply for salary account online, person from sales team of Bank will contact customer for account opening)

Proof of Identification (described below)

PAN Card / Form 60 (with reasons of not having PAN Card)

Latest photograph of the applicant

Proof of Address (described below)

Proof of Employment (described below)

Proof of Identity/ Address: Anyone of the 6 Officially Valid Documents for proof of identity and proof address (OVDs prescribed by RBI) - the Passport, the Driving License, Proof of possession of Aadhaar Number, the Voter's Identity Card issued by the Election Commission of India, Job Card issued by NREGA duly signed by an officer of the State Government and CustomerAwaaz

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Letter issued by the National Population Register containing details of name and address.

If the OVD furnished by the customer does not contain updated address, the following documents shall be deemed to be OVDs for the limited purpose of proof of address: 12

• Utility bill which is not more than two months old of any service provider (electricity, telephone, post-paid mobile phone, piped gas, water bill); • Property or Municipal tax receipt; • Pension or family pension payment orders (PPOs) issued to retired employees by Government Departments or Public-Sector Undertakings, if they contain the address; • Letter of allotment of accommodation from employer issued by State Government or Central Government Departments, statutory or regulatory bodies, public sector undertakings, scheduled commercial banks, financial Institutions, listed companies and lease and license agreements with such employers allotting official accommodation.

Proof of Employment: Any one of- Employee ID Card issued by employer, Copy of Offer Letter (not more than 60 days old), Latest Salary Slip, Email confirmation from valid corporate email ID, Company Confirmation by Authorized Signatory on prescribed format.

For joint accounts, the Proof of Identity & Proof of Address are required for both the applicant as well as the joint applicant.

Keeping in view of the above facts it will be a wise decision on part of customers to enquire and know about different variants of accounts and choose the befitting one as per his/her need. It is also advisable for the banker to interview the prospective customers meaningfully and advise them the most suitable account. It will be win-win situation for both of them.

About the Author Aparna Mishra is Chief Manager (Faculty) at State Bank Institute of Learning & Development. She has joined the bank as Management Executive in 2010. She has worked in SME, personal banking branch and marketing division. She is CAIIB and MBA in Marketing & Finance. She can be reached at aparna.mishra@sbi.co.in

MISLEADING Advertisements and Consumer

Deception exists when an advertisement is introduced into the perceptual process of the audience in such a way that the output of that perceptual process differs from the reality of the situation. It includes a misrepresentation, omission or a practice that is likely to mislead.

Associate Professor, Kamala Nehru College University of Delhi

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Advertisements can be grouped into various categories where the intention of the advertiser is to dupe consumers and have an increase in its sale and profits. Many advertisers make use of celebrities as endorsers who have a hold on the masses and have an emotional effect on the minds of the consumers.

Many products such as fairness creams, chocolates, cars, mobile phones, durable products are advertised by well known faces, especially sports and Bollywood stars who are able to convince the masses to purchase the products.

During the months of August and September 2019, ASCI investigated complaints against 564 advertisements, of which 179 advertisements were promptly withdrawn by the advertisers on receipt of communication from ASCI. The independent Consumer Complaints Council (CCC) of ASCI evaluated 385 advertisements, of which complaints against 344 advertisements were upheld. Of these 344 advertisements, 259 belonged to the education sector, 50 belonged to the healthcare sector, eight to personal care, eight to the food & beverages sector, and 19 were from the ‘others’ category’.

The Constitution of India guarantees freedom of speech. Special restraint is needed in commercial speech including advertising. An advertisement is called deceptive when it misleads people, alters the reality and affects buying behaviour. According to Federal Trade Commission (USA) deception occurs when CustomerAwaaz

ASCI reported that several prominent brands in the Food and Beverage sector made comparative claims regarding the product composition, taste preferences, health benefits or market leadership. Many of the claims were not adequately substantiated. The comparisons were found to be unfairly denigrating the entire category in which the advertiser brands were competing in. Amul dairy brand presented their

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butter cookies to be superior due to presence of 25% butter and 0% vegetable oil.

However, they made a sweeping statement that “other” butter cookies contain only 0.3% to 3% butter and 20% to 22% Vegetable Oil without presenting any verifiable evidence. Nestle India Ltd: Maggi Nutrilicious New Masala Oats and Maggi Nutrilicious New Masala Veg Atta snack brand, endorsed by Virat Kohli, a prominent cricket celebrity claimed that up to 60% of people said that their baked snack was tastier than other fried snack brands. However, this claim was not conclusively proven. This was considered to be a violation of FSSAI Regulation, 2011 which states that “instant noodle product shall be presented as ‘Fried Noodles or Non-Fried Noodles’. The information needs to be “presented” as required by the FSSAI within the advertisement - regardless of where it appears (i.e. on pack, digital advertisement, YouTube advertisement). Virat Kohli, also endorsed a leadership claim for a food supplement brand “No. 1 Supplement for Men”. As this ranking was achieved in the UK and not in India, the claim was considered to be misleading. Advertisement by an edible oil brand implied that consumers should switch from their current heart oil to their product as it takes “Complete care of their heart”. Their claim stating that consumer’s current heart oil cannot fight against heart problems was considered to be disparaging as well as it seemed likely to scare the consumer into buying the product . ASCI continues to receive consumer complaints regarding misleading advertisements in the Food and Beverages sector.

One complaint was against a brand positioned to be Diabliss Tea with Low GI for diabetics and pre-diabetics. The CCC opined that even though the product contained low GI sugar, it still was sugar and should not have been positioned “diabetes friendly” as it was likely to do more harm. One of India’s oldest biscuit manufacturers Parle Happy Happy Biscuits claimed “33% extra” on their product packaging, without mentioning the basis of comparison alongside the offer claim. The advertisement also violates ASCI Guidelines for Disclaimers which states that for comparative claim, the basis of comparison must be stated in a font size that is at least 25% of the size of the claim, which is being qualified and positioned immediately next to or immediately below the claim.

The YouTube advertisement featuring Bollywood celebrities Alia Bhatt and Ranveer Singh that claimed “60 Minutes Resolution Else Free Stay” was misleading by ambiguity, omission and implication. The advertisement categorically states that “MakeMyTrip CustomerAwaaz

provides 24X7 Hotline and resolution in 60 minutes for any problem for hotel booking….” It makes a blanket claim of “hotel” implying any / all hotel and does not specify on “MMT Assured Hotels only”. The advertiser did not provide any evidence showing that the celebrities had done due diligence prior to the endorsement, hence violating ASCI’s Guidelines for Celebrities in Advertising as well.

The website advertisement claim of Ajanta wall clock being sold at the discounted price of Rs.149, when the actual MRP of the product is INR 499 (70% off), is false, distorts facts and is misleading. The website advertisement was promoting `Deal of the Day’ offers on various products of which one of the product was an `Ajanta’ wall clock. However, the actual price at which this was being sold was above INR 400 and not for Rs 149. The claim offer was qualified to mention that “Restrictions apply”. However, the advertiser did not provide the details of restrictions (rules about limits) applicable for the offer. The website also did not make reference to terms and conditions that consumers might peruse before availing the said offer, nor was any evidence provided of any of their consumers having availed the offer.

Balaji Telefilms Ltd (Judgementall Hai Kya) The Facebook and print advertisement depicted actors of the movie a boy and a girl holding a razor blade with the sharp edge resting on the tip of their tongue. The CCC concluded that the visual in the poster shows a dangerous act and manifests a disregard for safety, which is also likely to encourage minors to emulate such act which could cause harm or injury.

One 97 Communications Limited (PayTM) The PayTM application advertisement claim “Free Movie Tickets Worth Rs.1200 on PayTM” is misleading by ambiguity and omission of the offer being over a period of 12 months and violated ASCI Guidelines for Disclaimers. The advertiser’s application did not make any reference by way of (*) / (T&C Apply) to terms and conditions that consumers might peruse before availing the said offer. The details of the offer were made available only once the membership was purchased. The advertisement contravened ASCI Guidelines for Disclaimers.

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Grofers India Private Limited (Grand Orange Bag Days) The website advertisement’s claim “Flat 100% Cashback Up to Rs.5000/-” was qualified with T&C; However, the disclaimer was not prominent in the advertisement nor did it correspond to any asterisk. The advertisement contravened ASCI Guidelines for Disclaimers.

Legal Laws to Protect Consumers Presently, we have twelve laws which regulate advertising in India. The Consumer Protection Act, 1986 covers misleading advertising under Section 2 (1) (r) as an unfair trade practice. In the Consumer Protection Act, 2019, Central Consumer Protection Authority (CCPA) would be established to promote, protect and enforce the rights of consumers, to investigate and intervene when necessary to prevent consumer detriment arising from unfair trade practices, and to initiate class action including enforcing recall, refund and return of products. Thus CCPA can act on: 1. Complaints of unfair trade practices, 2. issue safety guidelines, 3. order product recall or discontinuation of services, 4. refer complaints to other regulators, 5. have punitive powers such as imposing penalties, and 6. can file actions before consumer commissions 7. Intervene in proceeding in matters of consumer rights or unfair trade practices The Central Authority will have an Investigation Wing headed by a DirectorGeneral for the purpose of conducting inquiry or investigation under the Act. For false and misleading advertisements CCPA may issue a penalty upto 10 lakh on a manufacturer and endorser and includes

online marketing. For a subsequent offence, the fine may extend to Rs 50 lakh. For every subsequent offence, the period of prohibition may extend to three years. However, there would be certain exceptions when an endorser will not be held liable for such a penalty. The CCPA has the authority to direct the removal of a misleading advertisement.

Further the government has created GAMA portal. If consumers feel that an advertisement is not true they can lodge a complaint at www.gama.gov.in which are directly transferred to Advertising Standard Council of India for action. In case of non-compliance the complaints are escalated to a sub-committee of the Intern ministerial monitoring committee, headed by the Joint Secretary, Department of Consumer Affairs, which in turn will forward them to the regulators/government departments concerned for suitable action.

About the Author Dr. Sheetal Kapoor is a global face in the field of Consumer Affairs. As a consumer advocate she has been actively pursuing the Subject of Consumer Affairs that focuses on consumer awareness and protection. This includes setting up of the Consumer club in the college on 29th November 2005. Kamala Nehru College has been the pioneer in Delhi University for starting this Club. Presently Dr.Sheetal Kapoor is working as an Associate Professor in the Department of Commerce) at Kamala Nehru College, University of Delhi, Delhi. Her teaching experience of 23 years includes teaching under graduate, post-graduate (guest faculty) course in Delhi University. She is a member of the National Mirror Committee under the aegis of Bureau of Indian Standards (BIS) for ISO Standards and the Chairman of the Working Group on Call Centres. She has been the member of the National Media Committee for the ‘Jago Grahak Jago’ campaign from 2009- July 2011 and 2014 - 2017.

Department of Consumer Aairs & Centre for Comsumer Studies Conducted National Consumer Rights Day Dec 24th, 2020

Aggressive Negotiation - To be or not to be

One of the most significant reasons for a negotiation to fail, boils down to ‘TAKING ALL OR NONE’ strategy. This sort of “suicidal” tendency is considered the hallmark of aggressive negotiations. Suicidal because it emerges from dangerous desperations depicted by the miserable expectations of the parties themselves. The negotiators are told to remain not only aggressive but stubborn. William Shakespeare enunciated Prince Hamlet to speak of the nadir of life. As if the prince was talking the heart of every human. This article is not about suicide but the author-herein sees a lot to learn from this very Act of Hamlet and wishes to point out that Shakespeare has actually foretold a bespoken lesson of negotiation technique albeit in a literary sense.

The glaring phrases of the soliloquy are worth mentioning (only relevant portion):

To be, or not to be, that is the question: …. For who would bear the Whips and Scorns of time, The Oppressor's wrong, the proud man's Contumely, The pangs of despised Love, the Law’s delay, The insolence of Office, and the spurns That patient merit of the unworthy takes ,…….

“Unworthy take” seems to be the desire. A ‘dole’ devoid of life to eke out a living and ironically so. Aren’t we all driven by the wicked patience to inflict a wrong ?

On 3rd August 1981, in USA 12,000 air-traffic controllers went on strike after negotiation with the federal government about wages, hours, and benefits broke down. Then-president Ronald Reagan took an uncompromising stand, using aggressive negotiation tactics to threaten the workers that if they didn’t report to work within 48 hours, they would lose their jobs. On 5th August 5, 1981 true to his word, Reagan carried out his CustomerAwaaz

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threat and fired the 11,359 air-traffic controllers who had not returned to work. Many observers view Reagan’s controversial threat and follow-through as a pivotal moment in his presidency and the foundation for future political victories. This sort of threat is likely to incite a counter-threat and the emotions may run very high.

If both the contesting parties harps upon “to be or not to be” then the million dollar question would be how to get them “to be and let others be”. The negotiations in extreme conditions is an important as aspect of “art of convincing”. Let us take an example of a security personal patrolling a sensitive area infected with armed infiltrators. Getting the trust of the locals is the biggest challenge which requires a big dose of negotiation. Here it is more of gathering the suitable information rather than resolving a dispute. Nevertheless, it would require a lot of negotiation techniques like giving incentives and showing a big picture. The method may look like political in nature but the process is no less than any ADR mechanism. This situation call for some very aggressive negotiations given the paucity of time and swiftness of decision. A typical “do or die” scenario.

Another example is to negotiate with a person who is actually standing on the cliff to willingly die. Prince Hamlet of Shakespeare depicts the literary sagacity

of suicide but everyone isn’t that character woven by Shakespeare. There are many other realities – though melodramatic – like morbidities of illness, failure, family and so forth. The negotiator needs to work out the path from the harsh contours of anxiety and depression. Every psychologist would have to work out a negotiators’ path in order to bring the patience in the mid-path of life. That is also an example of ‘aggressive negotiation’ used in mental health issues.

“While suicide is often considered deviant, it may also be a kind of social control that expresses and handles moral grievances. The moralistic nature of suicide is especially clear in cases where suicide is used to bring harm against others that is, cases in which suicide is a kind of interpersonal aggression… ……Anthropological studies reveal that in many tribal and traditional societies killing oneself is a recognized means of punishing others, who will be subject to supernatural curses or sanctions administered by third parties.”

A negotiator may have to impose moralistic values.

Morality is a powerful negotiating tool in the hands of the negotiator. This is a specific sort of counselling.

But every counselling reaches the same sense of negotiation.

https://www.pon.harvard.edu/daily/negotiation-skills-daily/how-to-make-wise-threats/

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Aggressive suicide by Jason Manning* Department of Sociology and Anthropology, West Virginia University, United States Available online 13 June 2015 2

Adv. Sanjay Diwakar Supreme Court of India Practitioner, ADR

CustomerAwaaz

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 14th in the series of articles he has penned for CustomerAwaaz 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 Diwakarsanjay447@gmail.com.

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Hospitality Special

How Hospitality Stands Out in Customer Satisfaction?

Amitabh Sahay

All of you are aware that we at ‘CustomerAwaaz’ stand for the ‘full value of customer’s money to be obtained in return for the money spent.’ While the Indian customer is faced with and is a victim of ‘Caveat Emptor’ in many other areas where he spends the money.

Fortunately, when it comes to Hospitality Industry alone, it has for ages now, stood as a testimonial for not only customer satisfaction but also customer delight. Amitabh Sahay who has spent close to 18 years in the hospitality industry and in some of the most Pedigree Hotels at that shares herewith some of his learnings and observations from the industry that contribute to Customer Satisfaction.

Being customer centric in your business is no more a choice in today's world. As the future of the business by and large will depend on the customer satisfaction and repeat business through satisfied customers and word of mouth publicity.

Customer Service in Hospitality: Hospitality Industry has been for ages been known as the touchstone of Customer Satisfaction. When it comes to customer satisfaction hospitality plays the best roll as hospitality does not be leave in customer satisfaction but they strive to delight them.

After being a part of the hospitality industry for over 18 years I have realised that ‘Hospitality’is the only sector that's strives to achieve customer delight through its impeccable Service standards, yardsticks and metrics.

They use the best of the Infrastructure and technology that is latest and state of the art, to measure analyse and meet guest satisfaction matrix through best practices.

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Hotels care for each and every small need of the guest, starting from comfortable stay to travel to shopping to health to beauty needs to food to party, et al.

In hospitality the satisfaction

Safety a Basic Right:

level of a customer is checked as soon as he or she avails a service or consumes a product. This is done to ensure that incase even if customer has a little dissatisfaction, an action can be ‘probably’ taken immediately and the ‘event causing the dissatisfaction’ can be corrected before customer communicates his or her dissatisfaction about this.

Some of the important characteristics of hospitality industry that epitomize the Customer Service and satisfaction are: Individual Attention: Whenever a customer visits a hotel for the first time, his/her profile is not only created but maintained in their records. In the best of the hospitality companies keeping the records of likes dislikes and preferences of each visitor/frequent visitor, and important days such as Birthdays and Anniversaries is a routine practice. And when such customers visit the hotel, not only every care is taken to render the service in line with the customer’s likes but also to exhibit and bring to the customer’s attention to take the experience towards Customer Delight.

Usually the same is taken care at each time the customer visits the hotel. In a chain of Hotels the same information is put in the main server so that no matter which hotel the guest is checking in, the profile of the guest is available to the staff there, before the guest physically reaches the hotel.

well and make them feel like Royalty. They are also trained to handle complaints and dissatisfaction of the guests swiftly. Good hotel groups do not call them customers but it's a practice to call them a guest as in Indian culture a guest is equal to God

At Good Hospitality companies (read Hotels), Safety of the guests is of Paramount importance. They take Guest safety as a basic and non-negotiable right during their stay in the hotel. They do not hesitate to invest whatever is required on the front of environment health, and safety. A zero tolerance regarding this is usually the norm.

Safety Infrastructure: After the attack on Taj Mahal Hotel and Oberoi Hotel on 26th November 2008 at Mumbai, all the hotels have started following strict policies as far as safety and security process are concerned. Deployment of Boom Barriers, Tyre killers and Bollards have come into force to restrict any forced entry of anti socials, terrorists or such activists into the Hotel premises.

Hence the checks are carried out in the hotels at the time of entry into the hotel through baggage scanners and door frame metal detectors too. Further, approaching the guest floor too is not possible for non-residents as the elevators operate these days with room key card only. These technologies help hotels to ensure that none of the firearms, weapons or an unauthorised personnel can enter the Hotel premises itself, leave alone the guest floors.

All these hotels have best of the fire safety systems along with fire fighting infrastructure and a well thought through evacuation plan laid out in each room/floor. They have a well trained crisis management team that is spread in all the shifts to ensure that a team of this group is always available in the hotel to act in an emergency situation and safeguard the guest as well as the staff members.

Human Touch: As it is a service industry; a lot of human interaction takes place and that plays a major role in guest satisfaction. Hence, the employees are given intense training to handle customers CustomerAwaaz

Food and Beverages:

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served in five star hotels is not so great in taste; the reason might be that they try to take care of various palettes this the keep the food widely acceptable. One of the reasons for this could be because most of the clientele of upscale hotels look forward to low spiced and health food though the chefs take pride in serving food as per the instructions of the guest. At the same time, they take care to strictly follow HACCP and FSSAI standards and serve the most safe food to the guest as it is the right it of a guest too.

These hotels are capable of serving the food from all around the world such as Indian, continental, Mediterranean, Oriental, French, Italian, Mexican etc along with also being known to serve best of the beverages from all around the world.

This can range from varieties of tea and coffee to non alcoholic cold beverages such as shakes and mock tails to alcoholic beverages which range from aperitif, liquors, wine, cocktails, liqueur and to beers from all over the world!!

Thus, the flexibility in hospitality in order to satisfy the guest needs and likings go really beyond imagination.

In the next edition I shall share some more details regarding the speciality of this sector with may be some real life examples which go a long way in demonstrating the Guest Satisfaction factor this industry stands for.

The above write-up is based on the services of guest centric hospitality establishments such as Taj Hotels and Palaces, ITC Hotels, Oberoi Hotels, Intercontinental Hotel Group, Hyatt Hotels, Marriott Hotels, Radisson Hotel World Wide, Sarovar Hotels etc.

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DYSLEXIA DECODED...

Dr. Rajiv Nandy

In the previous article “understanding learning disability” we had discussed all types of learning disabilities and had provided a generic overview. In this article, I will be discussing reading disabilities in particular. It can act as a hands on guide for the uninitiated and also for the experienced, seasoned parents and teachers. Let me recapitulate the 5 primary types of learning disability for the benefit of first time readers of this series discussed in our previous article and subsequent discussion.

DYSLEXIA

Reading disability

APHASIA

Oral learning disability CustomerAwaaz

DYSGRAPHIA

Writing disability

DYSCALCULIA

MATHEMATICAL DISABILITY

NON VERBAL LEARNING DISABILITY (NVLD) a social learning difficulty

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As parents and teachers, awareness is the key to some of the most vital early signs and faulty learning sequence. It includes but are not limited to the following signs– • Difficulty recognising shapes

Poor processing of auditory discrimination of speech sounds is one of the most frequently occurred causal factors in reading disability. (SCHONELL, F. J. Backwardness in the basic subjects. Edinburgh: Oliver & Boyd, 1948.)

Again, parents and teachers here too neglect the above mentioned early red flags and straight away start with whole word approach and may underestimate the deficient areas, i.e sound and phonological awareness. The neural wiring in such children are impaired and natural automaticity is affected. In medical terminology, this subtype of

• Difficulty recognizing and naming Letters • Reading very slowly • Comprehension of Reading – Poor • Reading avoidance • Delay in learning to read There are some children who are not able to recognise shapes at an early age. The importance of learning this early concept is immense. Many a time parents and teachers neglect this early red flag and straight away start with complex alphabet recognition. This can have poor or no results as it is not developmentally appropriate. Recognition of shapes, Alphabets in English, Akshars in Hindi has to progress in a developmentally sequential manner for best output. Those children who are not able to recognise alphabets automatically, may fall under the category of visual dyslexia. The neural wiring in such children are impaired and natural automaticity is affected. In medical terminology, this subtype of Dyslexia is called Visual Dyslexia.

Dyslexia is called Auditory Dyslexia.

When both visual and auditory dyslexia coexist then the type of reading difficulty is called Deep Dyslexia.

Comorbidity increases the range of difficulty as far as management is concerned.

Each of these subtypes range from mild, moderate and severe.

The problem/ underlying causes are quite complex.

The reasons includePoor linguistic coding process & knowledge.

• Phonological

Some children with reading difficulty present completely contrasting signs• They may be vey proficient in recognising alphabets, whole words but still struggle to read.

• The child prefers to play with puzzles or watching videos than listening to stories.

• They seem to hear but not listen and often needs to have instructions repeated.

• Problems associating letters with sounds.

• Difficulty in auditory discrimination which involved differentiating between word pairs (discriminating vowel sounds in a word like pet/pat/pit, discriminating beginning sounds like rhyming words e.g house/mouse, book/look, discriminating ending sounds like car /jar, beat/street) demonstrated higher relationships with all aspects of failure in reading achievement (Reynolds (1953)).

• Mispronouncing words.

CustomerAwaaz

• Semantic • Morphological • Syntactic • Pragmatic Poor visual coding process & knowledge Poor lexical knowledge Poor sub lexical knowledge • Phonological awareness • Orthographic awareness • Alphabetic knowledge Poor Attention Poor Eye movement control Poor Meta linguistic process & knowledge Treatment in all the above mentioned areas of concern are managed by a multidisciplinary team comprising of psychologists, occupational

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therapists, speech therapists, remedial educators and sometimes the Psychiatrist as well. Since learning disabilities have a neuro- psychological origin, it is a lifelong condition. Therefore, there are no cure for the condition. But the difficulties can be managed if identified early and receive effective therapeutic input and support from school. Sometimes parents remain concerned and feel whether the therapies would continue throughout life. Indeed the pupils do need support even later in their academic career but the intensity and frequency of support reduces.

TIPS FOR TEACHERS Let the pupil know that you are really interested in her/his disability.

Set standards in concrete terms.

Error free learning is unlikely for him.

Pay individual attention and encourage him to ask for help when he gets stuck.

Ensure that he understands the assessments given.

Repeat new information.

Give more practice than would be normal.

He may need more help in relating concepts to the past experiences.

Give more time to organize thoughts and complete work.

Read out material if necessary

Where possible grade work on content and not on spelling.

When possible try oral testing

Try including positive comments on his work

He may need a lot of help to build his self-esteem.

Avoid asking him to read in public.

Try to find areas of strength.

normal person because greater concentration is required.

Do’s • Praise whenever possible.

• Give less home work

• He may read a passage correctly and yet not get the sense of it.

• He may have great difficulty with figures, reading music or anything that entails interpreting symbols.

• When reading long words divide syllables with a pencil line.

• Learning foreign language is a problem.

• Mark on oral responses when possible.

• Help him pronounce correctly.

• Put him at the front of the class so that you can let him work with text book open.

Don’ts • Make a dyslexic read aloud in public if reluctant.

• Ridicule.

• Correct all mistakes in written work- it’s too discouraging.

• Give long list of spelling words to learn.

• Make him write out work again.

• Compare with others.

• A dyslexic tires more quickly than a

• He is inconsistent in performance.

• He may omit a word or words or may write one twice.

• He suffers from a constant nagging uncertainty.

• He cannot take good notes because listen and write at the same time.

• When he looks away from a book he is reading or a blackboard he is copying from, he has great difficulty in finding his place again.

• He works slowly because of his difficulties and so is always under pressure of time.

• In short we need not feel sorry for him, need not feel he is handicapped - we just need to be supportive knowing the shortcomings.

In the next edition I shall be writing about Tips to the Parents while bringing up Children with Dyslexia, Dos and Don’ts, Rights of such children etc.

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MYSTERY OF FOOD A perfect blend for your appetite and sight, the magnificence of homely tastes and romanticizing ambience along with live music and largest bar in Indirapuram, blended with a wide and authentic selection of Indian and Chinese cuisine along with Thai and Italian, the rich legacy of 20 years-experienced hoteliers, Mystery Of Food, is a perfect blend of amazing craftsmanship celebrating the restaurantâ&#x20AC;&#x2122;s fabulously designed interiors, an extravagant menu of scrumptious delicacies and an impressive idea of bar locker.

The place serves a rich social occasion of traditional North Indian extravagances like Raan-E-Sikandari, Nihari Gosht and Punjabi Rara Murg and scrumptious sea food delicacies like Butter Garlic Lobster, Prawn Salt and Pepper, Chili Fish Dry. A variety of options are made available for vegetarians also including Akhrot aur Bhutte Ke Kabab, Dahi ke Sholey, Mystery Daal. In international flavours, its Chinese Prawn Har Gao and Pad Thai Noodles are the most favourite delicacies of the customers.

The place has a nice ambience with soothing live music which allows you to request songs of your choice, making it the best choice for special day celebrations like birth and marriage anniversary . Their Darsaan with vanilla ice-cream served with a fancy presentation is the best. Along with it, a well crafted kids menu is also available here. Started with the partnership of Rajkumar Tomar and Tanuj Joshi, this gem is now leading in the hospitality industry. And serving the best experiences to its customers."

Eros Market Place, Shakti Khand 2, Indirapuram, Ghaziabad

Resident of kaushambi RWAs Showing their support to CAA & NRC at Seemant Vihar

CustomerAwaaz

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Wishes You A Happy Season of Festivals

Happy Lohri 14 January 2020

Happy New Year

Happy Makar Sankranti

1 January 2020

15 January 2020

Consumer Rights 15 March 2019

World Consumer right Day 15 March 2020

HAPPY REPUBLIC DAY 26 January 2020

Maha Shivaratri

Happy Holi 10 March, 2020

Maha Shivaratri 21 february 2020

S to ck Re commen da t io ns

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CustomerAwaaz

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COROMANDEL INTERNATIONAL LIMITED Target: 470 ASIAN PAINTS LIMITED Target: 1512 Asian Paints is India's leading paint company and ranked among the top ten decorative coatings companies in the world. Asian Paints is also present in the home improvement and Décor space in India through Sleek (kitchens) and EssEss (bath fittings). Asian Paints along with its subsidiaries have operations in 16 countries across the world with 26 paint manufacturing facilities, servicing consumers in over 65 countries. The total capex plan for the standalone operations for the current year is about Rs. 1000 crore including spends of about Rs. 800 crore on the two new plants. The first phase of the plant at Mysuru, Karnataka was commissioned as per plan in the month of September 2018 and the company is on schedule to commission the first phase of the plant at Vizag, Andhra Pradesh in the last quarter of the current financial year. These new plants' capacity addition will help the company cater to rising demand over the next four-five years.

The company has taken a price hike of 2.35% effective from October 1, 2018 and guided at a few more price hikes in upcoming quarters to negate the impact of higher crude related raw material prices and adverse currency movements.

The management expects Indian paints industry to grow at around 8 percent 12 percent in next few years and demand factors remain strong in terms of growth. The management has indicated to conduct further price hike as needed due to increase in raw material costs owing to crude oil.

The company has reported a mixed set of earnings in Q2 FY19. Revenue came in-line with the market expectation as the company delivered strong double-digit volume growth. However, profit declined as crude-related margin pressures became visible in the quarter gone by.

Being one of the market leaders offering its innovative products, it is better placed to capture incremental growth in the industry on the back of its strong distribution network, cost efficient operations, better brand positioning amongst peers. Operating margins are likely to improve in the longer term on commencement of the newer plants, lower logistics costs and production of high-margin water-based paints. It is expected that the stock will see a price target of Rs.1512 in 8 to 10 months time frame on three year average P/E of 54.41 and FY20 EPS of Rs.27.8.

CustomerAwaaz

Coromandel International Limited, a flagship of Murugappa group, is India’s second largest Phosphatic fertilizer player & produces Fertilizers, Specialty Nutrients & Crop Protection. The Company manufactures a wide range of fertilizers and markets around 4.5 million tons making it a leader in fertilizer markets. On the developmental front, the acquisition of the bio pesticides business of EID Parry would enhance the company’s market presence in North America & Europe and push incremental revenues from the crop protection segment.

The company’s focus on R&D has led to introduction of four differentiated The company’s focus on R&D has led to introduction of four differentiated products in water-soluble fertilizers and value-added single-support phosphate, which received positive feedback.

Coromandel’s key southern peninsula markets of Telangana, coastal Andhra and south interior Karnataka received normal rains. With improved reservoirs levels & northeast monsoons expected to be normal, the company expects favorable agriculture environment during the second-half of the year..

The company during Q2 FY19 has posted 28% YoY growth in sales volume. Revenue from operations came at Rs. 5,008 crores, up 36% YoY. Profit after Tax was Rs. 366 crores up by 6% YoY. The management of the company has guided for a stable EBITDA of Rs. 2,500 per metric ton in terms of margins. Capacity utilization was 88% in H1FY 19 and 96% in Q2 FY19. The complex fertilizer sales grew by 26% while the DAP (Diammonium phosphate) grew by 19%. Crop protection business also had a very good quarter as turnover improved by 14% to Rs. 571 crores, up from Rs. 501 crores last year.

The company continues to invest towards infrastructure augmentation and capability development to offer differentiated solution to the farming community. Government’s ambitious plan to double the farm income by 2022 & fixation of the minimum support prices for crops at 1.5 times the cost of production brings out a sizeable opportunity for the company. Also, increase in prices of higher-fertilizer-consuming crops such as paddy, soybean and sugarcane augurs well for the company. We believe that the company is well-positioned for holistic growth, led by increased volumes and higher realizations. It is expected that the stock will see a price target of

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Rs.470 in 8 to 10 months time frame on three year average P/E of 16 and FY20 EPS of Rs.29.35.

MAHINDRA CIE AUTOMOTIVE LIMITED Target: 346 Mahindra CIE is a multi-technology automotive components supplier. It is a subsidiary of the CIE Automotive group of Spain; an industrial group specialized in supplying components and subassemblies for the automotive market, which has presence across the globe. The company has received orders for gears from TBK India, stampings from Ashok Leyland and crankshafts from Hyundai. It has also bagged new orders from Hyundai and Kia Motors, which would add to revenue during CY 2019. New orders will help the company to increase its market share and according to the management, demand in the India business is strong as seen from new orders.

The management expects that “Bill Forge” continues to win new orders on the back of very strong demand in Mexico and would cater new clients; it would commence production from January next year. In order to fulfill new orders and cater to strong demand, the company plans to add third press line in Mexico by CY18-end. The management continues to maintain its stance that it will outperform industry growth in Europe. This is on the back of execution of new orders, ramp-up of existing orders and demand for crankshaft from the forging business. Moreover, Mahindra Forgings Europe (MFE) and Metalcastello continue to grow its revenue and are expected to aid margin of its European business.

The company continues its focus on increasing plant efficiency and has improved margins through continuous improvements. The integration between the company and Parent CIE has become even tighter with full time operational experts from CIE being stationed at the plants in Pune.

On the development front, the integration of Bill Forge Private Limited (Bill Forge) has progressed smoothly and has resulted in good results and growth expectations. With the help of CIE, the different verticals of the Indian operations are continuing to develop new products and will pursue business with western OEMS in India.

balance sheet is getting stronger. The management of the company is optimistic about Indian operations in future and margins looks sustainable. Thus, it is expected that the stock will see a price target of Rs.346 in 8 to 10 months time frame on target P/E of 21 and CY19 EPS of Rs.16.48.

ESSEL PROPACK LIMITED Target: 120 EsselPropack is the largest specialty packaging global company, manufacturing laminated plastic tubes catering to the FMCG and pharma space.

According to the management of the company, strong business development products are in pipeline. The management of the company is confident of growth in H2 and FY 20. Mission 2020 is intact in terms of sales and margin front and on ROCE front as well. Moreover, US market did very well for the company while rest of the Latin American market was flat. More wins expected in USA which may see commercial impact next year.

EU revenues were also strong and higher volumes resulted in better margins. Both US and EU markets are in strong growth trajectory.

The non-oral care revenue growth focus is continued in all the regions and the business pipeline is ever strong to deliver the same. India revenue is expected to normalize with every passing quarter of this financial year. All other regions have delivered a strong revenue growth sequentially. Americas and Europe are expected to continue the growth trajectory.

On the development front, the company has commenced new facility in Assam in July 18 with an investment of around Rs 60 crore. In the first phase, the facility is equipped to produce 200 million tubes per annum and will ramp up to 750 million tubes over a span of 18 months.

The management is confident of a 12% annual growth for FY 19 for Indian operations. That means H2 will be significantly better and recoup the entire losses of H1. The management has considered benefits of Assam facility, the new laminated products portfolio, pharma segment off take which is normalized from Oct onwards.

The company is constantly developing new technology to cater to threats against competition.

The last quarter has seen increased off take from key customers in US, Egypt and Germany. The company has done a relocation of its Russian unit to a new unit in EU to serve customers better.

The company has maintained its growth trajectory and has charted out a strategic roadmap that The company has strong balance sheet and is besides helping sustain and boost growth, is also consistently reporting steady performance on quarter on quarter.

Cash flow is improving and CustomerAwaaz Vol4-Iss3conducive to adapt to the changing needs of 41 During September 18 quarter, MCIE India registered 22% growth in net sales which was above the Indian market growth in auto sector.

EBIDTA margins expanded to 13.5% largely driven

by Indian operations revenue and improved product mix.

customers and business dynamics. Moreover, the management of the company is optimistic about Indian operations in future and margins looks sustainable. Thus, it is expected that the stock will see a price target of Rs.120 in 8 to 10 months time frame on a P/E of 14.87 and FY20 EPS of Rs.8.06.

current P/E of 15.47x and FY20 (E) earnings of Rs.79.84.

HCL TECHNOLOGIES LIMITED Target: 1235

Trident Limited is the flagship Company of Trident Group, a USD 1 billion Indian business conglomerate and a global player and is vertically integrated textile (Yarn, Bath & Bed Linen) and Paper (Wheat Straw-based) manufacturer and is one of the largest players in Home Textile Space.

Over the years, it has transformed from a Pure Play Yarn Player to an Integrated Textiles and Paper Manufacturer. Currently, it has a capacity to produce 90,000 Tones of towel (49% utilization), 43.2 million meters of bed linen (58% Utilisation), 115,000 Tones of yarn (97% Utilisation) and 175,000 Tones of paper (89% Utilisation).

HCL Technologies (HCL) is a leading global technology company that helps global enterprises re-imagine and transform their businesses through digital technology transformation. HCL operates out of 32 countries. HCL Tech expects its sales to grow between 9.5 percent and 11.5 percent in constant currency terms in financial year 2018-19. Guidance for margins stood at 19.5-20.5 percent for the same period.

HCL Tech has seen a surge in deal wins and that is expected to result in a higher demand for talent.

Company signed 17 transformational deals during the quarter after strong Q1FY19 wherein HCL signed 27 transformational deals. Client Partner Program continues to drive strong growth with new additions on YoY basis: $50+ Mn clients up by 6, $20+ Mn clients up by 6, $10+ Mn clients up by 8, $5+ Mn clients up by 10 and $1+ Mn clients up by 39.

The company continues to have a significant contribution from its inorganic moves, the traction from next-generation businesses (Mode 2 & Mode 3) is building up and management seems to have strategic clarity on the road ahead.

The employee count stood at 127,875, with net addition of 4000 people in the quarter ended September 2018. On the attrition front, IT services attrition increased by 80 bps QoQ to 17.1% (LTM).

Blended utilisation (including trainees) increased 120 bps sequentially to 86.7%.

With the new deals are expected to be margin accretive and rupee depreciation could provide a further tailwind, the management has decided to step up investments in talent and capability building to deliver a high level of transformation experience to clients.

Overall performance reported by the Company is quite healthy, a well-balanced capital allocation strategy through a combination of capital expenditure, dividends and acquisitions. It has reported in-line performance in the second quarter of FY19. Margin improved a tad and the deal win momentum was healthy. The company maintained its FY19 guidance reiterating a strong outlook.

Thus, it is expected that the stock will see a price target of Rs.1235 in 8 to 10 months time frame on a

TRIDENT LIMITED Target: 81

It has longstanding relationships with large and diversified customer base in domestic market and across many international markets. Integrated business model with large manufacturing capacities will result in operating and cost efficiencies. The company’s continuous focus on innovation and developing value added products would drive the next leg of growth. Also, the Underutilized capacity of the company is likely to come as an opportunity in the backdrop of the rising demand globally for its Towel & Linen Products.

Net Debt as at the end of H1 FY 2019 is Rs. 2000 crore, with the Debt Equity ratio at 0.7.

Management of the company is committed towards the reduction of Net Debt out of regular cash flows.

During the September FY2019, in textile segment, bed Linen sales grew by 44% and bath linen grew by 30% YoY and branding, distribution and expanding team closer to market in US has helped the company in improving the volumes and would support in sustaining the growth in the forthcoming quarters also.

The management of the company expects revenue guidance at 10-15% growth with margins in the range of 18-22%.

The company is fundamentally sound and during the September quarter it has achieved good operating performance due to highest ever revenue growth. According to the management of the company, it is optimistic to achieve the growth on revenue keeping its margins resilient in the coming quarters. Moreover, it would further consolidate the business by leveraging the existing customers and adding new customers to its portfolio. Thus, it is expected that the stock will see a price target of Rs.81 in 8 to 10 months time frame on a expected P/E of 9x and FY20 EPS of Rs. 9.03.

Baba Mastnath University conducted ONE DAY NATIONAL SEMINAR ON 16th November 2019.

The event was SPONSORED BYCOMPETITION COMMISSION OF INDIA The Faculty of Law of Baba Mast Nath University, Asthal Bohar, Rohtak has organized on 16 November 2019, a one day National seminar on IMPLEMENTATION OF COMPETITION LAW IN INDIA: ISSUES, CHALLENGES AND STRATEGIES. The seminar was sponsored by CCI, New Delhi.

The Seminar schedule and objectives were -The main sub-themes of the seminar were as follow:

Competition Advocacy

Competition law and policy-National and International Perspectives

Competition Law and Intellectual Property Rights

Competition law and policy-National and International Perspectives

Competition Policies and its applicability in various sectorsAgriculture, Service, Education, Business and Industrial Sectors

Competition Law and Economics and Commerce.

Competition Law and Development

Mergers/Acqui sitions and Competition Law

Competition Law and International Trade

Dr. Raj Kumar Yadav welcomed the VC, Dean Administrator and the other guests invited for gracing the occasion.

Inauguration by lamp lightening ceremony convened at the hands of Chief Patron Vice Chancellor Dr. R.S. Pandey and Patron Dean Administrator Smt. Anjana Rao.

Vice Chancellor felicitated chief guest with memento.

Presidential address of Vice Chancellor Prof (Dr.) R.S. Pandey congratulating Dr. Raj Kumar Yadav, Head and Dean, Faculty of Law

Dean Admin, Smt. Anjana Rao seen encouraging faculty Dr. Rajkumar Yadav & Team

Keynote speaker Hon. Jt. Commr; Competition Commission, Mr. Kuldeep Dalal deliberated on competition law and its implementation and its various practical aspects.

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