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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

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

10.10 -10.20AM

10:20 AM 10.25 -10.35AM 1035 - 10.50AM

10.50 - 11.00AM

Address by Guest of Honor Mr. Manoj Arora, Additional Director General; D G E P (Ministry of Finance) [Member - Expert Group, IICA-GIZ Business Responsibility Initiative ] Keynote address by Mr. Manfred Haebig, Director Private Sector Development at Deutsche Gesellschaft fr Internationale Zusammenarbeit (GIZ) GmbH Inaugural address by Mr. Pankaj Agrawala, IAS, Secretary, Department of Consumer Affairs, Govt. of India 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 ]

11.00 - 11.15AM

11:15 11:30 AM 11.30A.M 12.45 P.M

12.45 2.00 P.M.

Role of consumers in promoting responsible business practices- Ms. Laura Donovan, Chief Executive - from Partners in Change Implementation of ISO 26000 Dr. K.K Upadhyay, Head CSR , FICCI Listening to Voice of Consumers : Representatives from Corporate - Loreal & Coca Cola 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 ICICI Lombard & PEPSI

2.00 - 2.45 P.M 2.45 4.00 P.M.

LUNCH BREAK TECHNICAL SESSION III Panel Discussion Expectation of Consumers from Responsible Corporate Houses Panel Chaired by Dr. Sanjeevan Bajaj; Chief Executive Officer, FICCI Quality Forum 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 Mr. N.K.V Roop Kumar; Regional Director, SBI Life Listening to Voice of Consumers - Representatives from HDFC Bank

4.00 5:15 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 Controlling misleading advertisements for consumers Mr. Alan Collaco, Secretary General ASCI Convergence - Resolving Consumer Disputes - NCH Resolving Consumer Disputes by Mediation Honble Justice Mr. M.L Mehta, Chairman, DDRS, Dept. of Law Justice & LA, Govt. of Delhi

5.15 5.25 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

5:25 PM 5:30 PM

KNOWLEDGE PARTNERS

IICA GIZ Business Responsibility Initiative