Procedure for Stakeholder Grievance and Complaints Handling Mechanism

Procedure for Stakeholder Grievance and Complaints Handling Mechanism

PT Sawit Sumbermas Sarana, Tbk. (“SSMS”) realize the sustainable development is an integral part of the long-term viability and success of its business. As a major part of our commitment to conducting business responsibly, in September 2017, SSMS has established a Sustainability Policy (“Policy”) in order to meet the increasing market demand for traceable and responsible agricultural products.

We believe the stakeholders have an important role in the implementation of this Policy and other related policies. This policy includes a commitment to establish a Grievance Procedure for all stakeholders can submit complaints to anyone.

This procedure includes activities related to handling stakeholders’ complaints regarding business operations and implementation of SSMS policies.

It is include the recording complaints, taking steps to verify claims, fixing verified the issues within an appropriate timeframe, transparently reporting verification results and corrective actions on the ground, communicating feedback to stakeholders while managing, monitoring, and learning lessons from each. follow-up action.

Information about the procedures and mechanisms for complaints complaints and the processes for handling them can be accessed or reached by all levels and categories of community groups.  (Link Procedure)

Submitted The Complaints via:

Email :

pengaduan@ssms.co.id
(Link form pengaduan & keluhan)

SMS or WhatsApp
+62 812 5123 3831
Format [NAMA_E-MAIL_ASAL KOMUNITAS_LOKASI PROYEK HIBAH_ISI KELUHAN]
Hotline in office hour (08.00 – 17.00 WIB)

Mailling list

PT Sawit Sumbermas Sarana, Tbk.
Jl. H. Udan Said No. 47
Pangkalan Bun 74113
Kalimantan Tengah, Indonesia

Attention: Sustainability Division (Complaints Coordinator)