USE OF UNPARLIAMENTARY LANGUAGE & UNCLEARED ACCOUNTS BY CUSTOMERS

Dear Customer,

METRO gives customer service paramount importance. Our personnel treat customers with
politeness, courtesy and respect at every interaction. Sometimes, mitigating circumstances, like
systems downtime, policy-related issues and compliance-related concerns, or reasons beyond our
control may compel us to convey decisions that may not be to your entire satisfaction. These are,
however, only the exception and not the rule. The rule is to provide agreeable solutions, and that
too at the first interaction itself; and the compliments we receive from satisfied customers – through
our website, by phone, by e-mail and by letter - while indeed very heartening, serve to inch the bar
higher.


However, customers resorting to provocative and unparliamentary language or rude and disruptive
behavior stretch tolerance, cause distress and impact on morale and efficiency. This can lead to a
compromise in the level of service received by other customers and is therefore untenable.
Therefore, despite the acknowledged primacy that a customer in the service industry commands, we
must inform you with the greatest reluctance and deepest regret that henceforth, customers found
to be offensive in their interaction with us will be required at the last resort to close all their
relationships with METRO.

Customers not maintaining the credit terms and clear account balance will be blocked all future
credits and services and finance charges will apply as per Standard terms of business.

Looking forward to serve you better and efficiently.

Sincerely,


METRO GROUP OF COMPANIES