At JSW Cement, we have a defined process to engage with suppliers. Our supplier code of conduct acts as the guidance which also forms part of contracts, orders and agreements. These contracts and agreements are continuously reviewed to ensure alignment with the Supplier Code of Conduct against the ESG requirements. We also ensure that we engage with suppliers fulfilling the ESG requirements laid down in our supplier code of conduct.

We also use pre-qualification assessment questionnaires (focusing on health and safety) for contractors, and we mandate the minimum scoring for them in order to engage them for any kind of work. Further, our screening process for the critical suppliers include aspects related to environment, compliance, emission footprint, water consumption, health and safety, human rights, business ethics, relevance and others. Our supplier ESG assessment is one of the targets appearing in our Sustainability Strategy CO-CREATE and thus is regularly overseen and reviewed by our top management and Board Committee. Our supplier assessment framework takes a holistic view, incorporating country-specific risks, commodity and sector-specific considerations and ESG performance criteria including business relevance. Additionally, second-party assessments are conducted by employees for high-risk suppliers to evaluate their operations, including ESG practices.

Customer Satisfaction Survey: In 2026, JSW Cement achieved a customer satisfaction score of 4.1 with data coverage extending to 79% of our customer base. This performance reflects our ongoing commitment to delivering high-quality products and services. The insights gathered through this assessment continue to inform our customer engagement strategy and drive improvements across touchpoints.

Customer Relations Management

  • JSW Cement is committed to building strong and lasting customer relationships through a structured customer relationship management program.
  • Customers can seek support and share feedback through multiple channels, including our Chatbot, an AI-powered virtual assistant that provides 24/7 customer support, enhances customer engagement, offers personalized experiences, and improves service responsiveness. Additional support channels include telephone and email communications, online platforms, the JSW Cement Mobile App and Customer Portal, and in-person interactions.
  • Our digital platforms are equipped with real-time notification capabilities, enabling customers to receive instant updates on planned maintenance, service disruptions, logistical delays, order status, deliveries, and service availability.
  • Automated SMS and email alerts, supported by integrated CRM systems, ensure timely communication through customers’ preferred channels. Customer feedback and insights received through these platforms are regularly reviewed and incorporated into product, service, and process improvements.
  • To enhance accessibility for elderly and differently abled customers, we offer multiple communication and support channels, including direct assistance through customer service representatives and user-friendly digital platforms designed to facilitate convenient access to information and services.

JSW Cement maintains a formal complaint management process that includes acknowledgement of complaints upon receipt, transparent communication on resolution timelines, investigation and resolution procedures, and periodic review of complaint trends to drive continuous improvement in customer satisfaction and service quality. JSW Cement strives to provide accessible, responsive, and customer-centric services for all customers.