What SEBI asks, verbatim
Describe the mechanisms in place to receive and respond to consumer complaints and feedback
Describe multiple channels for complaints/feedback, acknowledgment process, investigation process, response timelines, and resolution process.
Quoted from the SEBI BRSR Format as amended March 2025, with measurement guidance from the ICAI Background Material on BRSR, Revised Edition 2024, page 150.
In plain English
Explain how the company collects and handles customer complaints and feedback. Show that there are several ways customers can reach out, that the company acknowledges each complaint, investigates it, replies within a set time, and resolves the issue. The information usually comes from the customer‑service or complaints‑management department.
What a complete, assurance-ready answer contains
A complete, assurance‑ready answer lists all formal channels (e.g., hotline, email, web portal, in‑person, social media) and explains the triage process, including the time to acknowledge receipt, the escalation matrix, and the roles of the complaints team. It details the investigation workflow, the metrics used to track response and resolution times, and the final outcome reporting, including any follow‑up or corrective actions. A common gap is omitting the documented escalation thresholds or the audit trail that proves the process was followed consistently.
Describes the completeness and granularity an assurer expects. No company figures are named.
Where the data comes from
Usually found in complaints and product records. Forward to your Customer service or Legal team.
Much of what BRSR asks for already exists in filings the company makes elsewhere, such as Pollution Control Board consents, PAT returns, hazardous-waste manifests and EPR registrations. The free gap analysis cross-references those filings against all 108 fields and shows which are already covered.
Frequently asked questions
What does BRSR P9-E1 ask for?
Explain how the company collects and handles customer complaints and feedback. Show that there are several ways customers can reach out, that the company acknowledges each complaint, investigates it, replies within a set time, and resolves the issue. The information usually comes from the customer‑service or complaints‑management department.
Is BRSR P9-E1 an Essential or a Leadership indicator?
P9-E1 is an Essential indicator, so it is mandatory for every BRSR filer. It sits under Principle 9, Consumer Responsibility.
Who inside the company holds the data for P9-E1?
Customer service / Legal. Usually found in complaints and product records. Forward to your Customer service or Legal team.
What unit does P9-E1 use?
narrative. Reporting in the wrong unit, or switching the denominator of an intensity ratio between years, is one of the more common reasons a figure has to be restated.
What does a complete answer to P9-E1 look like?
A complete, assurance‑ready answer lists all formal channels (e.g., hotline, email, web portal, in‑person, social media) and explains the triage process, including the time to acknowledge receipt, the escalation matrix, and the roles of the complaints team. It details the investigation workflow, the metrics used to track response and resolution times, and the final outcome reporting, including any follow‑up or corrective actions. A common gap is omitting the documented escalation thresholds or the audit trail that proves the process was followed consistently.
Other disclosures under Principle 9
% of turnover from products carrying info on environmental / social parameters and safe use
Consumer complaints by type (data privacy, advertising, cyber-security, quality, etc.)
Product recalls on safety grounds (number and reasons)
Do you have a cyber-security / data-privacy policy? (Yes/No + web link)
Corrective actions on advertising, cyber-security / privacy, recalls, or regulator penalties
Data breaches this year (number, % involving personal data, impact)
See P9-E1 against a real client
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