Rashtriya Chemicals and Fertilizers Limited is a Company incorporated under Companies Act 1956. The Company was formed after the reorganisation of FCI into 5 Companies. Till 1992 , the Company was a wholly owned PSU. During 1992 and 1993, 7.5% of the equity has been disinvested to Financial Institutions, Public etc .

A. Mission and objectives:

A.1 Vision of the Company:

To be the number one leader in the Fertilizer Industry by the year 2010 and a major player in global market.

A.2 Mission of the Company: The Company’s mission is :

[a] To produce fertilizers and chemicals efficiently, economically and in environment friendly manner

[b] To serve the farmers and other customers with quality products along with support services

[c ] To join hands in the growth of National economy

A.3 Objectives of the company The main objectives of the Company are as under:

[a] To produce and market fertilizers and chemicals efficiently and economically in an environmentally sound manner.

[b] To maintain optimum levels of efficiency and productivity in the use of resources and to secure optimal return on investment

[c] To take up and implement the schemes for saving energy

[d] To promote self-reliance in Company’s operations including process know-how, design,Engineering,Erection,Commissioning,Operationand Maintenance of plants and marketing of products with special emphasis on Research and Development.

[e] To aim at International standards of excellence in production and quality of products and services

[f] To continuously upgrade the quality of human resources and promote organisational and management development

[g] To enhance Safety standards.

[h] To care for and protect the Environment and minimize the harmful effects of the emissions, atmospheric discharges and effluents by confirming and also improving on the standards laid done by Pollution Control Authorities.

[i] To ensure corporate growth by expansion as well as diversification

[j] To care for the community around especially SC/ST and other Backward classes

[B] Our Commitment

Our commitment to excellence would not only include the quality of our products , continuous upgradation of technologies modernization of plant and machinery, maintenance of pollution free environment around our plants and colonies but also of the most valuable performing assets namely Human Resources.

[C] Manufacturing Facilities

RCF has two complexes, one at Trombay, Mumbai and the other at Thal, Raigad District, Maharashtra. and the Company produces several products as indicated in annexure-A

[D ] Quality of products:

The quality of the products manufactured and marketed by RCF are of highest quality adhering to BIS/ international standard. The quality of fertilizers produced are also in confirmity with Fertilizer Control Order (FCO). It is the promise of RCF to its customers that no compromise shall be made in the quality or services rendered by the Company

[E} Marketing Division :

The company has its Marketing Head Quarters at Mumbai . A whole time Director heads the entire marketing operations of the Company , assisted by Executive Director,General Managers and other Senior officers. The Marketing set up consists of Regional offices as detailed in Annexure -B The products are distributed through a wide dealership network through road and rail despatches.

E.1 Marketing Division’s Objectives

The Company’s marketing objectives flow from its corporate mission and includes:

Consolidation of Company’s position by a greater focus on consumers’ requirements through offering an ideal product mix to satisfy all their needs and to ensure Company’s profitability.

To increase the total sales volume and market share particularly in the primary marketing zone of the Company.

To provide extension and education services to the farmers to improve their agricultural productivity.

To provide a wide range of agricultural inputs under one roof.

To tap the market potential available through trading operations. The Company assures its ultimate customers that it would undertake :

Availability of wide range of quality Chemicals and Fertilizers Products including micronutrients , bio- fertilizers etc both from indigenous and imported sources

Timely availability of the products

To provide the products at competitive rates

To educate farmers and conduct such training programmes as may be necessary in respect of usage of fertilizers and render advice to farmers, at its two Training Institutes at Thal and Nagpur Involving experienced agricultural scientists and experts.

To conduct free soil testing services in any of its six static soil testing laboratories or five mobile testing laboratories.

To conduct Dealers’ training programmes .

[F] Other Services Offered:

RCF also undertakes Project Management and renders O&M services to its clients in Fertilizer/Chemicals Industry with the following services :

Project Management Contracts:

RCF offer Turn-key projects which involve total management, which services includes preparation of: project report, budgetary offer detailed engineering,know-how, licence tie-up along with performance guarantee, civil and mechanical erection with instrumentation including procurement of equipment , Commissioning , guarantee trial runs and successful operation thereafter if desired.

Joint Ventures:-

In fertilizers, industrial chemicals and petrochemicals area. Feasibility Studies: Study of market demand local as well as global, techno-economic feasibility report, profitability, returns on investments, etc are done. Plant Services-consultancy assignments on plant start–up, operation and maintenance schedule for existing or new plants. Optimisation of the process, plant machinery and process capability study also done to identify bottle necks for smooth economical operation.

[G] Product Prices

Urea is a controlled product and the price is fixed by the Government from time to time . The price fixed by the Government is exclusive of all charges Taxes and other applicable local duties which are collected at actuals. Complex fertilizers such as Suphala 20:20:0 and 15:15:15 are also sold at agreed price based on adhoc subsidy fixed by the Government. Industrial chemicals sold to industries/dealers are based on the price prevailing in the market and are fixed by an internal Committee of the Company to ensure that quality products are made available at reasonable and Competitive prices The Company shall ensure that the customers are charged of price as per the rates fixed by the Government and/or as per the Committee’s approval.

[ H ] Social Responsibilities and Environment Control.

RCF has a high level of social consciousness and, in particular to the environment Pollution Control . The Company has set up facilities to ensure that emission standards of various gases that emanate from its units are below the emmissions standards fixed by Maharashtra Pollution Control Board

H.1 Other social responsibilities

RCF is contributing to the development activities in around its production units at Trombay (Mumbai) and Thal (Raigad district, Maharashtra). RCF considers its social obligations seriously and takes responsibility of the society in its environs for betterment of the people and for this purpose ,carries out several programmes such as :

(i) support for water supply/conservation programmes

(ii) Educational facilities

(iii) Health and sanitation

(iv) Afforestation, wasteland development and promotion of environmental enrichment activities

(v) Animal Husbandary

(vi) Development of agriculture and cottage industries.

(vii) Support to vocational training institutions for upgrading the skill of the local people.

(viii) Support to economic activities around production complexes for weaker sections of the society.

(ix) Literacy programme

(x) Grant of scholarships and assistance to deserving young pupils belonging to the weaker sections of the society

[I ] Grievance Redressal

The Company has a good Grievance address and redressal system. Any citizens having complaints in respect of the production or services rendered may approach the Company through complaints/suggestion Boxes placed at convenient locations in the Area offices/Administration buildings at Trombay and Thal . Any Aggrieved customer/ Dealer or other Citizens can approach the Company for any failure of the quality /price charged /conduct of its officers and employees to the addresses mentioned and will be dealt as under:

Any aggrieved citizen can approach the Company and address their Grievances to the special officer of the Company of the rank of at least General Manager who will act as -Co-ordinating officer for redressal. It is our assurance that the Nodal officer will immediately take up the issue with the concerned department and appropriate action will be taken within 7 days from the date of receipt of the complaint or an appropriate reply is sent within 7 days as the case may warrant.

Whilst it would be our sincere endeavour to ensure that the citizens will have no grievance against the Company , considering the complexities of modern day business, we envisage a few complaints occasionally in respect of : •Quality of material/packing

•Timely availability of material

•Availability of information pertaining to latest developments in agriculture, methods to increase yield, etc.

•Timely settlement of bills

•Timely communication on arrival/despatch of material.

The list of names and address of Senior Management Personnel is enclosed as Annexure –C who would be approachable if need arises,

[J ] Systems for getting feedback from clients/citizens

J-1 In respect of Marketing of products

RCF is committed to continuously improve its performance . In this connection Personal contact programmes with the customers are given lot of importance . Each of these events is taken as an opportunity to obtain feedback about the Company’s services and to assess the means to improve upon them Some of the contact programmes organised are farmers/dealers meetings, visits , Krishi Melas, training programmes etc. The training programmes being organised at Thal and Nagpur farmers training institutes is used for communication with the farmers and also for getting feedback from the farmers. Regular visits of farmers /dealers are organised to the Company’s factories, agricultural universities and to the agricultural research stations. Farmers and Dealers are given opportunities to interact with the officials of bagging/production department and any suggestion on the issues regarding product/bag/stitching quality is given due consideration. Prompt action is being taken on the issues raised by them in such events at the earliest to satisfy them fully. In house publication like Sheti Patrika for circulation among farmers that gives the information on various topics related to agriculture and fertilizers, Field representatives personnels contact with farmers and dealers through personal visits also are used as opportunities.

J-2 In respect of Services rendered :

After completion of project RCF sends questionnaire to the clients to know their plant problems and the performance of the project. RCF obtain certificate from the client. After closing of the project RCF service engineers visit the clients regularly to know their difficulties.

[K] Information Facilitation Counters (IFC)

IFCs have been set up at the following locations of the company

i) Corporate office Mr. P.M.C. Nair, General Manager [Corp] Rashtriya Chemicals & Fertilizers Ltd. Priyadarshini, Eastern Exxpress High way Sion , Mumbai-400 022

ii) Manufacturing Complex Trombay : Mr. R.K. Jain, Executive Director[Tr.] Rashtriya Chemicals and Fertilizers Ltd. Administration Building, Chembur, Mumbai-400 074

iii) Manufacturing Complex Thal : Mr. M.Singh, Executive Director[Thal] Rashtriya Chemicals & Fertilizers Ltd Administration Building , Thal District Raigad Pin Code- 407 208 [7] .

iv) Area offices : As per Annexure –B The IFC provides:

1 Information on services rendered , programmes, schemes, etc, relevant Rules and Procedures.

2. Forms etc needed in the transaction with the Company.

3. Information regarding the standards of quality of services , time norms by the company.

4. Receipt of any complaints for redressal of grievances.

5. Receipt of other applications/forms etc and providing information as their status /disposal. Wherever IFC has to furnish information on status of grievance, applications other information, IFC would endeavour to obtain information from the concerned department within a period of 3 days but in any case not later than 7 days from the request.

[L] Web Site

The Company has web site with the address www.rcfltd.com . The citizen’s charter as well as all important information of the Company are available at the site. Provision is also made for receiving the grievances as well as any other communications with the Company through the site.