SkinGlow Ltd., an e-commerce company dealing in skincare products, promotes its newly launched cream on its official website as "100% natural and…

(a) In the case of SkinGlow Ltd., the misrepresentation of product contents and lack of a proper grievance mechanism are in direct conflict with Principle 9 of the BRSR framework. The company should take corrective measures to ensure alignment of its operations with responsible consumer practices as outlined in the BRSR principles 9 given below. Principle 9 – Provide Value to the Consumers in a Responsible Manner: The primary purpose of any business is to create or provide useful products and services to the customer in exchange of reasonable profits. The core elements associated with the principle are: (a) Entities should put in their efforts to reduce the negative impacts of their products and services on consumers, natural environment, and society at large. (b) When conceptualizing, designing, and marketing their products, the organisation should not in any manner prevent the freedom of choice and fair competition. (c) The entities should transparently and accurately disclose all kinds of adverse impacts to the user, planet, society, on the biodiversity from their products. (d) When handling customer data, the right to privacy of the customer needs to be maintained. (e) Entities should inform the customers on the safe and responsible ways of usage, reuse, recycling, and disposal of their products, and ways to eliminate over-consumption. (f) When advertising about their products, the organisations should ensure that misleading and confusing information is not exposed to the customers about their products or its usage. (g) Business enterprises should make available transparent and accessible grievance redressal and feedback management system for their customers to raise their voices or to seek clarifications. (h) Entities, when in the business of providing essential goods and services (e.g., Utilities), should enable universal access, including to those whose services have been discontinued for any reason, in a non-discriminatory and responsible manner.