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:

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1. RECEIVE AND

VERIFICATION

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2. ANALYSIS AND

PREPARATION

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3. HANDLING COMPLAINTS

AND EVALUATION

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4. COMPLAINTS COMPLETE
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1. MENERIMA DAN

VERIFIKASI DATA

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2. ANALISIS DAN

PERSIAPAN

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3. PENANGANAN KELUHAN

DAN EVALUASI

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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.