Subsidized market Segment Strategic risks in general afairs and the environment

Berdasarkan hasil survei, Perusahaan perlu melakukan peningkatan, antara lain pelayanan purna jual kepada pelanggan terutama berkoordinasi dengan Unit Kerja terkait agar pengaduan pelanggan yang sama tidak terulang kembali. [G4-PR5] Budaya Customer Focus tertuang dalam implementasi kebijakan standar Pelayanan Minimum sPM sesuai dengan persyaratan pelanggan, serta menyempurnakan sistem kerja dengan menggunakan ERPSAP sehingga identitas dan informasi mengenai pelanggan dijamin aman. Pupuk Kaltim juga senantiasa menaati setiap regulasi yang berlaku terkait produk dan perlindungan terhadap pelanggan. Hal ini dibuktikan dengan tidak adanya pengaduan pelanggan atas penyalahgunaan data pribadi pelanggan yang dapat merugikan pelanggan dan melanggar regulasi yang mengakibatkan Pupuk Kaltim dikenakan sanksi administrasi dan hukum terhadap pelanggaran tersebut. [G4-PR8] secara umum, praktik pemasaran dan penjualan pupuk dari segmen pasar subsidi maupun non subsidi pada 2016 telah berjalan dengan baik sesuai peraturan dari Pemerintah. Hal tersebut dibuktikan bahwa tidak terdapat produk yang melanggar peraturan dan larang edar oleh Pemerintah. Pupuk Kaltim juga tidak mendapat teguran dan kasus hukum terkait produk dan praktik pemasaran. [G4-PR9] based on the survey result, the Company needs to have an improvement on aftersales service to the customer, especially in coordination with the related Work unit so the same customer grievance does not reoccur. [G4-PR5] Customer Focus culture is included in the implementation of Minimum Service Standards SpM policy according to customer requirements, further enhanced with ERPSAP work system which ensures the safety of customer identity and information. pupuk Kaltim continuously abides by all prevailing regulations related to the customer product and safety. it is proven with the nonexistence of grievances regarding improper use of customers’ personal data, which can then harm them. in other words, pupuk Kaltim has not received any administrative or legal sanctions in relation to improper use of customer’s personal data. [G4-PR8] Generally, marketing and fertilizer sales practices from both subsidized and non-subsidized market segment in 2016 has proceeded well in accordance to government regulations. it is proven with the nonexistence of products violating the rules and banned by the Government. pupuk Kaltim also has not received any warning or legal case regarding products and marketing practices. [G4-PR9] Pupuk Kaltim telah memberikan edukasi kepada pelanggan mengenai dampak lingkungan hidup dari produk yang dihasilkan. sosialisasi mengenai takaran pupuk yang efisien dan dampak dari pemupukan berlebih terhadap lingkungan dilakukan secara rutin kepada pelanggan Pupuk Kaltim. Pupuk Kaltim sedang merencanakan penerapan extender producer Responsibility EPR untuk pengelolaan bekas kemasan pupuk di kawasan yang merupakan tanggung jawab distribusi Pupuk Kaltim. [G4-PR3] G4-EN27] Pupuk Kaltim berkomitmen untuk senantiasa mengungkapkan informasi secara jujur dan benar pada setiap proses komunikasi produk, meliputi kegiatan promosi, iklan, maupun pelabelan produk. Dalam kegiatan promosi, Pupuk Kaltim melakukan sosialisasi produk kepada pelanggan yang bekerja sama dengan Dinas Pertanian dan Dinas Perkebunan setempat, maupun dengan para distributor. Selain itu, Pupuk Kaltim juga mengundang semua kelompok pelanggan mulai dari distributor subsidi, pengecer, petani, distributor non subsidi, perusahaan perkebunan, perusahaan pupuk Kaltim has given education to the customers regarding environmental impacts from the products. Socializations regarding eicient fertilizer dose and impacts from excess use of fertilizer to the environment are done regularly to Pupuk Kaltim customers. Pupuk Kaltim is planning to apply Extender Producer Responsibility EPR program to manage used fertilizer packaging in Pupuk Kaltim’s assigned areas. [G4-PR3] G4-EN27] Pupuk Kaltim is committed to continually disclose honest and correct information to every product communication process, including in promotional and advertisement activities, as well as product labelling. in promotional activities, Pupuk Kaltim provide product socializations to customers by cooperating with local department of agriculture and department of Plantation, as well as distributors. moreover, Pupuk Kaltim also invited all customer groups, from subsidy distributors, retailers, farmers, non-subsidy distributors, plantation companies, industrial companies, and DAMPAK PRODUK DAN JASA imPact from ProDuctS anD ServiceS 124