What SEBI asks, verbatim
Mechanisms in place to inform consumers of any risk of disruption / discontinuation of essential services
Describe mechanisms ensuring consumers have adequate notice of potential disruptions to essential services.
Quoted from the SEBI BRSR Format as amended March 2025, with measurement guidance from the ICAI Background Material on BRSR, Revised Edition 2024, page 154.
In plain English
The company must explain how it tells customers if an essential service might be stopped or disrupted. It should describe the ways it gives notice—like alerts, emails, or phone calls—so customers know in advance. This information usually comes from the company’s customer‑communication or service‑continuity plans.
What a complete, assurance-ready answer contains
A complete answer lists the formal notification process, including the channels (e.g., website, SMS, email, public notices) and the timeframes (e.g., 48‑72 hours before a scheduled outage). It specifies the types of disruptions covered (planned maintenance, supply chain issues, regulatory changes) and the escalation protocol for unplanned events. Assurers look for evidence of a documented policy, a tracking system that logs each notice, and a post‑incident review that confirms consumer awareness and satisfaction. A common gap is omitting the specific notice period or failing to show that the process is regularly tested and updated.
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-L3 ask for?
The company must explain how it tells customers if an essential service might be stopped or disrupted. It should describe the ways it gives notice—like alerts, emails, or phone calls—so customers know in advance. This information usually comes from the company’s customer‑communication or service‑continuity plans.
Is BRSR P9-L3 an Essential or a Leadership indicator?
P9-L3 is a Leadership indicator, so it is voluntary. Leadership indicators apply to companies that have been filing BRSR for three or more years, or that are in the top 1000 listed companies. A first-time filer can leave it out.
Who inside the company holds the data for P9-L3?
Customer service / Legal. Usually found in complaints and product records. Forward to your Customer service or Legal team.
What unit does P9-L3 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-L3 look like?
A complete answer lists the formal notification process, including the channels (e.g., website, SMS, email, public notices) and the timeframes (e.g., 48‑72 hours before a scheduled outage). It specifies the types of disruptions covered (planned maintenance, supply chain issues, regulatory changes) and the escalation protocol for unplanned events. Assurers look for evidence of a documented policy, a tracking system that logs each notice, and a post‑incident review that confirms consumer awareness and satisfaction. A common gap is omitting the specific notice period or failing to show that the process is regularly tested and updated.
Other disclosures under Principle 9
How you receive and respond to consumer complaints and feedback (mechanism)
% 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
See P9-L3 against a real client
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