Responsibility to Consumers
The Company emphasizes quality excellence by prioritizing advanced technology and rigorous monitoring, from the initial mining stage through to product delivery to customers. All coal products produced by the Company undergo tightly controlled production processes that are sustainability-oriented. Product quality is maintained through a series of inspections, including sampling, laboratory testing, and monitoring using supporting technologies such as mechanical sampling systems and metal detectors.
The Company integrates technological innovation and operational practices to ensure safe, efficient, and sustainable production processes. One of the key initiatives is the digitalization program iSafe, which received an innovation award from the ESDM for its contribution to enhancing safety and production reliability. This program is further supported by the use of slope stability radar for real-time monitoring of slope conditions, as well as the development of an integrated Command Center, enabling faster, data-driven, and preventive decision-making in managing operational risks.
In addition, the Company consistently implements` good mining practice by prioritizing regulatory compliance, efficient resource utilization, environmental protection, and occupational health and safety. Innovation efforts are also carried out through the use of high-precision machinery in production processes to reduce energy consumption while improving accuracy and productivity. In line with responsible environmental management principles, the Company continuously reduces hazardous waste (B3) generation through process optimization, strict segregation, and waste management and treatment in accordance with applicable regulations.
All products (100%) have also undergone safety evaluations to ensure compliance with industry standards and specifications outlined in sales contracts. No product recalls occurred during the reporting period, as all quality control procedures were consistently implemented at every stage of production. [OJK F.27] [OJK F.29]
The Company periodically seeks customer feedback through satisfaction surveys to assess service quality. During the reporting period, the Company did not conduct a customer satisfaction survey, as the results from the previous period were still considered representative, with a satisfaction score of 4.62 out of 5.00, reflecting a high level of satisfaction with product quality, delivery timeliness, and ease of communication with the Company. [OJK F.30]