Landfill Zero

Citizens’ Charter

Preamble

Citizens are understood as any stakeholder with significant impact and influence on the Landfill Zero ranging from customers, vendors, investors, partners, Government and society at large. Landfill Zero Citizen’s Charter contains three broad areas. First part outlines Scope of the Charter and General Information about the company. Second part contains the information on management commitment to the Citizens, details of company business and Citizens’ obligations, thereby making Citizens better informed and empowering them to demand better products and services. In the last part, it describes Citizens’ Service Delivery, by managing the key ingredients for good product and service delivery, and building its own capacity to continuously improve delivery through feedback mechanism.

PART-I: GENERAL

Scope

The charter demonstrates our ability to consistently provide quality products and efficient and responsive services that meet requirements of our Citizens with applicable legal, statutory and regulatory requirements. It aims to enhance Citizens’ satisfaction and to continually improve our products and service delivery process.

General Information about company

Organization:

Established on 15th November 2020 as a Non Profit Unincorporated Association develop and exploit resources Landfill Zero is utilizing the Localsim Act 2011 to effectively access citizen legal rights.

Vision

To emerge as a Environment Friendly Concern and also as a quality enabler with a positive thrust on Circular Economy.

Mission

To strive for leadership in its field of operation to establish itself as a quality environmental force of change.

Objectives

Macro Objectives:

• To scale the operation in the areas of environmental philosophy to meet the growing demands on the environment from domestic consumption.
• To set SMART and effective standards.
• To increase membership of around 1 Million subscribers to 7 Million subscribers.
• To be GDPR compliant when digitalizing personal data.
• To set up a HQ in West Midlands.

Micro Objectives

Achieve growth by:

• Expansion of existing locations.
• Operating new locations fully owned by Landfill Zero or in Joint Venture.
• Give thrust to location data.
• To maintain environment protection.
• To conserve resources through a scientific approach.
• To maintain high level of subscriber satisfaction.
• To improve the quality of life of people in general and socio economic environment in and around the localities.

PART II: COMMITMENT

Commitment between two entities Landfill Zero and Environmental Citizens requires mutual appreciation of objectives of Landfill Zero Citizen’s Charter, management commitment and obligation of citizens to facilitate the process of delivering the holistic aims.

Objectives of Citizen’s Charter

The main objectives of the Citizen’s Charter of Landfill Zero are given below:

• Ensuring citizen-centric focus across all its processes by adopting excellence enabler for improvement of products and services.
• Demonstrating transparency and openness of its business operations by hosting the Citizen’s Charter on the Landfill Zero’s website.
• www.landfillzero.co.uk
• Ensuring effective citizen communications channels.
• Working towards delight of citizens by full proof processes and, in case of exigencies, leveraging its service recovery processes like handling complaints, grievance redressal etc.

Management’s Commitment

The Management of Landfill Zero is totally committed towards excellence in public service delivery through good governance by a laid down process of identifying Citizens, our commitment to them in meeting their expectations, and our communication to them of our key policies in order to make the service delivery process more effective.

For achieving this, we shall endeavor towards the following commitment:

• Produce quality updates and related products/services to the specifications and standards stipulated by laid down policies.
• Ensure delivery of our products/services as per agreed terms.
• Build world class workforce by training and motivating personnel at all levels to identify problems, suggest solutions and take remedial measures.
• Attain national and international benchmarks in all spheres of working and strive to attain international standards to become globally competitive through sustained R & D efforts.
• Remain sensitive towards environment management, safety and climate change.
• Maintain the highest ethical standards in all our endeavors, business and social activities.
• Commit to do duties to the best of our ability, intensity and efficiency with the prime motto of fulfilling the Citizens’ requirements and to rise to their expectations and beyond.

Management’s Commitment (Continued)

• To meet the statutory/regulatory requirements related to products, services, safety, security, finance and Human Resources.
• Make sincere efforts in meeting all our social obligations towards our Citizens.
• Prompt redressal of Citizens’ grievance.

Our Business

The details of our business, services delivered through our various arms, JV, Subsidiaries & Associates companies are given in Annexure-I.

Expectations from the Citizens

To provide efficient services to the Citizens and satisfying their expectations, NMDC Ltd. perceives the following expectations from various categories of Citizens:

Citizens

• Full participation in the movement for environmental change.
• Be acquainted with the Charter, thus cementing commitment to the Landfill Zero Charter.

Audit

• Timely confirmation for certification and audit.
• Adherence to the statutory rules and regulations.
• Periodic review/interaction between Landfill Zero and regulators.

Vendors / Project Contractors

• Strict adherence to the statutory safety guidelines.
• Achievement of economy services without compromising the quality standards.
• Elimination of wasteful practices, to reduce rejection and to ensure zero defects outcomes.
• Up-gradation & expansion of employee knowledge and skills and create an ambience for nurturing & growing talents.

Alliance / Joint Ventures Partners

• Compliance with terms of agreement/memorandum of understanding.
• Strive to achieve best in class quality standards in terms of services and employee skills.

Members

• To supply complete and correct information to enable correct decision making.
• To adhere to fair, transparent and consistent practices/code in financial dealings.

Society

• Appreciation of services delivered under the corporate social responsibility and environment policies.
• Increased use of the feedback mechanism under the Environmental Citizen’s Charter in order to assist the concern to incorporate better service standards.

PART III: CITIZEN SERVICE DELIVERY

Based upon their impact and influence on Landfill Zero, the various categories of Citizens as defined by us are provided in Exhibit 1 below and the details of products/services being provided to them are laid down in Annexure-II.

Members

• To supply complete and correct information to enable correct decision making.
• To adhere to fair, transparent and consistent practices/code in financial dealings.

Society

• Appreciation of services delivered under the corporate social responsibility and environment policies.
• Increased use of the feedback mechanism under the Environmental Citizen’s Charter in order to assist the concern to incorporate better service standards.

PART III: CITIZEN SERVICE DELIVERY

Based upon their impact and influence on Landfill Zero, the various categories of Citizens as defined by us are provided in Exhibit 1 below and the details of products/services being provided to them are laid down in Annexure-II.

3.1 Service Delivery Process

Citizen Management:

The existing Citizen Management process comprises a four step.

Exhibit 2: Citizen Management Process

Citizens' Identification:

Based on the Citizens' management process, Landfill Zero has established a mechanism to identify its stakeholders with a view to lay down policies in order to serve them, and also incorporate a feedback mechanism for its stakeholders in order to increase customer satisfaction and improvement in service delivery.