We appreciate any complaints made by the stakeholders regarding the implementation of Astra Agro’s sustainability policy. We strive to develop and maintain transparent and effective processes for handling complaints and conflicts responsibly. The following is a description of the procedures in complaint handling that we developed:
1. MENERIMA DAN
2. ANALISIS DAN
3. PENANGANAN KELUHAN
4. KELUHAN SELESAI
1. Receive and verify data
a. Complaints can be communicated with the path of communicationi : Through the web : Complaint Form By fax to : 4616687 In writing to : Jl. Puloayang Raya Blok OR I Pulogadung Industrial Estate Jakarta 13930 – Indonesia
(Shown to : Sustainability Division)
b. Complaints should include the following information: Full name Organization Name (if any) Address Phone number / Fax / Email Address Detailed description of complaints Evidence supporting the complaint
All incoming complaints will verify the validity of the data to determine the follow-up to follow.
2. Analysis and preparation
The actionable complaint will be communicated with the complainant and other relevant stakeholders. Further investigation will be conducted for the preparation of action plans for handling complaints.
3. Complaint handling and evaluation
Implementation of complaints and monitoring progress.
4. Complaint completed
The complainant is satisfied with the result of the complaint handling so that the complaint is declared over.