Treating Consumers with Respect National Workshop on Consumers as Stakeholders in Responsible Business The Constitution Club, Rafi Marg,

New Delhi
18th October 2013, Friday Marking completion of 8 years of National Consumer Helpline & 30 Years of Consumer Voice PROGRAMME 9:30 10:00 AM 10.00-10.10 AM

10.10 -10.20AM

10:20 10.25-10.35AM 1035- 10.50AM

Registration Welcome address by Prof. Shri Ram Khanna, Professor of Commerce, Delhi School of Economics, University of Delhi, PI : NCH Delegate Address by Dr. G Sundaram IAS (Rtd.)Former Secretary, Govt. of India, Chairman: Consumer Voice LIGHTING OF THE LAMP CEREMONY Address, Chief Guest Prof. I M Pandey, Professor of
Research at IIM Lucknow Noida Campus.

10.50-11.00AM

Address by Guest of Honor - Manoj Arora, Additional Director General; D G E P (Ministry of Finance), [Member - Expert Group, IICA-GIZ Business Responsibility Initiative ] Keynote address by Mr. Pankaj Agrawala, IAS, Secretary, Department of Consumer Affairs, Govt. of India

11:00 11:15 AM 11.15 A.M. 12.30 P.M

TEA BREAK TECHNICAL SESSION I Panel Discussion Consumer engagement by Corporate as part of responsible business practice Panel Chaired by: Mr. Shankar Venkateswaran; Director Sustainability; PWC & [Member, Expert Group, IICA-GIZ Business Responsibility Initiative ] Panelists: Ms. Laura Donovan, Chief Executive - from Partners in Change,
Controlling misleading advertisements for consumers Alan Collaco, Secretary General - ASCI

12.30 P.M. 1.45 P.M.

Listening to Voice of Consumers : Representatives from Corporate - Loreal & ICICI Lombard TECHNICAL SESSION II Panel Discussion Guidelines for engaging consumers in

discharging social obligations

Panel Chaired by: Ms. Amita Joseph, Director of Business Community Foundation Guidelines on AA standards- Mr. Shikhar Jain, Principal Counselor, CII-ITC Centre of Excellence for Sustainable Development Inclusive reporting Practices GRI viewpoint Ms Aditi Haldar; Director, GRI Focal Point India Listening to Voice of Consumers: Representatives from Corporate Coca Cola & Mahindra & Mahindra 1.45 - 2.30 P.M 2.30 3.45 P.M. LUNCH BREAK TECHNICAL SESSION III Panel Discussion Expectation of Consumers from Responsible Corporate Houses Panel Chaired by Mr. Arun Chawla; Asst. Secretary General from FICCI Staying clear of anti-competitive conduct (RTPs + UTPs) Mr. Rijit Sengupta, Director, CUTS [Member, Expert Group, IICA-GIZ Business Responsibility Initiative] Handling Customer disputes ISO 10002 Representative from SBI Life Listening to Voice of Consumers - Representatives from HDFC Bank & PEPSICO 3:45 5:00 PM TECHNICAL SESSION IV Panel Discussion Amicable resolution of disputes between Corporate Houses & Consumers Panel Chaired by Mr. Manoj Parida, IAS, Jt. Secretary, Dept of Consumer Affairs, Govt. Of India Resolving Consumer Disputes by Mediation Honble Justice Mr. M.L Mehta, Chairman, DDRS, Govt. of Delhi Implementation of ISO 26000 5.00 PM 5.15 PM Launch of NCH - CV Mobile application by Mr. Manoj Parida, IAS, Jt. Secretary, Dept of Consumer Affairs SUMMING UP & VOTE OF THANKS EVENING TEA

5:15 PM 5:30 PM

KNOWLEDGE PARTNERS