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

Shri Prakash Chandra(IRS), Chief Vigilance Officer.

Address: Indian Rare Earths Ltd. 1207, Veer Savarkar Marg, Prabhadevi, Mumbai- 400 028

          Phone: Direct  +91 22 24221068

           EPABX  +91 22 24211630  Ext 220

                          +9122 24220230   Ext 220

                           +91 22 24211851  Ext 220

           Fax           +91 22 2438 5576

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

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

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

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

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

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

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

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

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

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

GOI Resolution on Public Interest Disclosure and Protection of Informer.