CSR TOWARD CONSUMERS
The Company constantly puts forward customer satisfaction by providing the best service. The Company is committed to provide maximum protection to consumers (product responsibility). The company's commitment to consumer protection includes among others implementation of international standard for product manufacture, quality management program, external test certification, customer service program, and customer engagement.
Commitment on Customer Service
Customer satisfaction has always been the main aspect that is maintained by the Company in regard with its main business. The company seeks to continuously provide safety and comfort for its customers.
Perseroan juga memiliki pusat pengaduan konsumen. Pusat pengaduan konsumen ini dapat diakses oleh konsumen melalui beberapa saluran antara lain:
Call Center by dialing (021) 22892999
Fax: (021) 29838025
PO BOX: Teraskita Building, Jl. MT. Haryono Kav. 10A, East
Customer Complaint Resolution Mechanism
Through the complaint center, the Company provides fast response and wise settlement upon complaints received. Follow-up mechanism toward consumer complaints are as follows:
- The company has standard in responding to customer complaint.
- Complaints are received through call center by phone, email support, and live chat.
- Customer Care will respond to customer complaint that a complaint has been received and will be processed by the unit concerned.
- Customer Care will forward it to related units.
- Furthermore, the customer complaint is processed and settled by the related units. Related units will communicate directly to customers in the settlement process.
Complaint Resolution Rate
Throughout 2017, there were no complaints from internal or external through the guest book website. Meanwhile, throughout 2017 there were also no negative notices related to the Company in the printed media.