Product Responsibility Aspects

Policy
Customer satisfaction is the main focus of the Company and subsidiaries in performing business activities. Therefore, the Company and subsidiaries are responsible to customers for the products and services provided.

In order to improve the products and services provided, the Company and subsidiaries will continue to strive to develop innovations. In the mining business, the Company and subsidiaries are committed to always maintaining the quality of coal in accordance with the specifications required by the customers.

In the power generation business, the effort to innovate are performed by conducting overhauls in a timely manner in order to ensure that the power generation process are conducted effectively and efficiently.

Meanwhile, in the technology business, the Company always strives to improve the quality and speed of the internet services provided. As for the chemical business, the Company always strives to innovate by providing products that fit the needs of consumers and are different from products provided by competitors.

In 2020, the Company and subsidiaries did not receive reports for recalled products or significant indications of violations related to products and/or services provided.

Programs
The followings are several plans and realization of CSR programs related to product responsibility aspect that had been implemented in 2020, compared to the realization of the 2019 and 2018 CSR programs:

Plans in 2020
Program Realization in 2020
Implementation of Coal Mining Quality Management
  • In 2020, the Company through its subsidiaries implemented a controlled coal mining process in order to produce coals that satisfy the specifications required by customers.
  • In 2020, the Company through its subsidiaries performed coal delivery through special terminals in order to ensure delivery and on time delivery.
  • In 2020, the Company through its subsidiaries conducted coal sample checks through independent parties.
  • In 2020, the Company through its subsidiaries performed careful storage and coal shipment in order to maintain the product quality and quantity.
Implementation of Electricity Quality Management
  • In 2020, the Company and subsidiaries implemented quality management that was carried out properly and consistently in each power plant unit.
Product Information
  • In 2020, the Company provided information related to the products on the Company’s website that have been updated regularly.
Meetings and Communication with Customers
  • In 2020, the Company and subsidiaries held regular meetings with customers to discuss production schedule, quantity and quality of the electricity produced by the Company’s power plants.
Customer Service Improvement
  • In 2020, the Company through its subsidiaries evaluated and strived to effectively and efficiently developed better services for the customers of the technology business.
System Maintenance
  • In 2020, the Company and subsidiaries performed scheduled maintenance of the power plants and infrastructure networks.