Customers have a very big meaning for the Company. In carrying out corporate social responsibility related to responsibility to consumers, AKR always strives to provide the best products and services and always provide clear product information through various media and activities. The Company applies various policies and SOPs to maintain quality and as a form of responsibility to consumers.
AVAILABILITY OF PRODUCT INFORMATION
AKR provides various media for customers to obtain information related to marketed products, so that customers can easily obtain this information, namely through websites, call centers, leaflets, brochures, advertisements in printed media to social media.
Product information presented includes: 1. Product specifications 2. nstructions for use 3. Safety procedures
CUSTOMER SERVICE
AKR Tower Lt.26 JL. Panjang No. 5
Kebon Jeruk
Jakarta Barat 11530,
Indonesia
+62 21 5311110
HANDLING CUSTOMER COMPLAINTS
As a part of product responsibility, the Company has established and provided Vendor Managed Inventory (VMI) in order to efficiently serve consumers, especially in the distribution of non-subsidized fuels and basic chemical businesses. So far, the Company does not sell prohibited or disputed products.
Furthermore, for the benefit of consumers and other stakeholders, the Company and its subsidiaries provide a pathway to submit complaints or questions relating to products and services offered on the Company’s website: www.akr.co.id, and through the telephone numbers listed on each truck owned by the Company. For customers who submit complaints, the Company guarantees confidentiality.
At the Company’s website, consumers and stakeholders can find the address and telephone number of the Company and its subsidiaries that can be contacted. Consumers can also directly contact the Company’s branch offices spread across various cities in Indonesia. The handling of customer complaints is regulated in External Customer Complaints Handling procedures. CRO is given guidance in handling customer complaints, namely the FAQ guidelines (Frequently Asked Question) and Handling of Customer Complaints.
