Product Quality & Safety

The Company strives to provide optimal customer service as a form of responsibility and compliance with Law No. 8 Year 1999 concerning Consumer Protection (State Gazette of the Republic of Indonesia of 1999 No. 22, Supplement to State Gazette of the Republic of Indonesia No. 3821). PT Perkebunan Nusantara III (Persero) also continues to improve its ability to respond to consumer needs, including providing the best quality, and ensuring that the products produced by the Company meet health and safety standards.

Product and Service Information
To fulfill customers’ rights to product and service information, as well as to facilitate service and access to customers, the Company socializes products and services, including the latest offers and information through the Company’s official website www.holdingperkebunan.com. With complete information, consumers shall be able to choose and determine the Company’s products according to the specifications they need.

End-consumer products
Within our products suite, though still small relative to the size of our total operations, we offer some end-consumer products. Palm cooking oil, sugar, and tea are the top 3 retail products by revenue we currently sell. We apply the same commitment and standards for transparency and consumer education to these as we do all our products. We highlight here as an example of our commitment to key benefits and risks of the consumption of these products:
1. Palm cooking oil
Benefits

Contains vitamin E, a powerful antioxidant that protects cells from oxidative damage
Provides essential fatty acids, including omega-9 fatty acids, which support bodily functions.
Supports the absorption of fat-soluble vitamins (A, D, E, K)

Risk

High in saturated fat, which, when consumed in excess, may increase the risk of cardiovascular diseases
Calorie-dense, so excessive consumption can contribute to weight gain if not balanced with a healthy diet and lifestyle

2. Sugar
Benefits

Provides quick energy due to its easily digestible form
Enhances the taste and enjoyment of food and beverages

Risk

High in calories and devoid of essential nutrients, increasing the risk of weight gain and related health issues
Excessive consumption can lead to tooth decay and dental problems if oral hygiene is not maintained

3. Tea
Benefits

Rich in antioxidants, such as catechins, which help protect against oxidative stress and inflammation.
Some studies suggest potential benefits for cardiovascular health and cognitive function.

Risk

Contains caffeine, which can affect individuals sensitive to its effects, causing sleep disturbances or increased heart rate
Some teas, especially those with strong pigments, may stain teeth if oral hygiene is not properly maintained

Consumers may also access http://www.ptpn3.co.id/Hubkm.php?h=tentang-kami, which includes a message form, the Company’s address and contact numbers, including service hours and days. By providing the best service, in 2022, there were no incidents of non-compliance related to product and service information and labeling.

In addition to providing clear and valid information, the Company is also committed to provide the best products and services at competitive prices to enable customers in getting the maximum satisfaction. Thus, the Company implements a Product Safety and Quality Policy that applies to all operations within the PTPN Group. Along with that, PT Perkebunan Nusantara III (Persero) also ensures that the products produced have followed food quality standards and national and international certifications, such as ISO 9001: 2015 (Quality Management), ISO 22000: 2018 (Food Safety Management) for tea production unit, halal, National Agency of Drug and Food Control (BPOM), and Indonesian National Standard (SNI).

Customer Complaint Service
In running the business, the Company is committed to providing the best quality products and services. However, as a form of responsibility towards consumers, PT Perkebunan Nusantara III (Persero) provides access for consumers and other stakeholders if the products and services received do not meet expectations. Those who wish to submit complaints and grievances may access http://www.ptpn3.co.id/keluhan.php?h=kbrlj which contains a following complaint/grievance form.

For incoming complaints/grievances, the Company is committed to immediately following up as well as finding the best solution in accordance with the applicable standard procedures. The sincerity and commitment to implement the Product Safety and Quality Policy brought positive results, namely no reports/ complaints submitted to the Company in 2022. This achievement continues the success of the previous year, and the Company is committed to maintaining this achievement for the following years.

Customer Satisfaction Survey
To determine the level of customer satisfaction, Holding Perkebunan Nusantara PTPN III (Persero) periodically conducts customer satisfaction surveys (Customer Satisfaction Index/CSI). Product packaging, information on product packaging, and consistency in product quality are among the aspects of satisfaction measured. In addition to satisfaction with product quality. Based on the 2022 survey, the level of consumer satisfaction related to product aspects was recorded at 83.1%, increased from 81.4% in 2021.

Future Commitment

As we continue to grow our consumer products line, we commit to ensure that consumers are well-informed about all aspects related to the consumption of our products, both benefits and risks particularly of over-consumption. We aim to do this by ensuring ubiquitous access to product information from product packaging to our website. We also commit to continue innovating to develop healthier versions of products, such as the Red Cooking Oil initiative we are undertaking.

With regards to GMO (Genetically Modified Organism) or Produk Rekayasa Genetika (PRG) as one of the most important issues related to food products today, PT Perkebunan Nusantara III (Persero) understands that consumers have diverse perspectives on the use of GMO (Genetically Modified Organism). Therefore, the Company does not use or produce GMO modified crops in all of its production lines, including palm oil, sugar, rubber, tea, coffee, sugarcane, tobacco, and cocoa.

The Company is also committed to improving the level of customer satisfaction with the target of maintaining customer satisfaction level above 80%, maintaining the number of complaints and grievances related to product safety/quality at 0, and improving processes such as training and implementation of due diligence related to product safety, as well as obtaining certifications according to relevant international standards.