Page 563 - AR PAM 2024 HIGHRES_4 Direksi

DAMPAK OPERASI TERHADAP OPERATIONAL IMPACTS ON THE
MASYARAKAT SEKITAR [OJK F.23] SURROUNDING COMMUNITY [OJK F.23]

Perusahaan berkomitmen untuk menjalankan usahanya dengan The Company is committed to running its business in compliance
mematuhi seluruh regulasi yang berlaku, baik di bidang ekonomi, with all applicable regulations, both in the economic, environmental,
lingkungan, maupun sosial. Komitmen ini didasarkan pada prinsip and social fields. This commitment is based on the principle that
bahwa keberadaan PAM JAYA tidak hanya harus menghindari PAM JAYA’s existence must not only avoid negative impacts on the
dampak negatif bagi masyarakat, tetapi juga memberikan manfaat community, but also provide the greatest possible benefits to the
yang sebesar-besarnya bagi lingkungan sekitar. surrounding environment.
Berdasarkan hasil evaluasi yang dilakukan Perusahaan, operasional Based on the evaluation conducted by the Company, PAM JAYA’s
PAM JAYA tidak menimbulkan dampak negatif bagi masyarakat. operations do not have any negative impact on the community. On
Sebaliknya, kehadiran Perusahaan memberikan dampak positif the contrary, the Company’s presence has a positive impact on the
bagi masyarakat antara lain menciptakan lapangan kerja, membuka community, including creating jobs, opening up opportunities for
peluang bagi masyarakat menjadi pemasok barang dan jasa, serta the community to become suppliers of goods and services, and
menghadirkan manfaat atas pelaksanaan berbagai program TJSL/ providing benefits from SER/CSR programs.
CSR.
PENGADUAN KONSUMEN CONSUMER COMPLAINTS

Sebagai bagian dari tanggung jawab sosialnya, Perusahaan As part of its social responsibility, the Company allows consumers
membuka ruang bagi konsumen untuk menyampaikan pengaduan to lodge complaints, and is committed to resolving them quickly
serta berkomitmen untuk menyelesaikannya secara cepat dan and transparently. Complaints can be submitted through channels
transparan. Pengaduan bisa disampaikan melalui berbagai kanal that include written media (agency and non-agency letters), Email,
baik melalui media tertulis (surat jenis instansi dan non instansi), printed and online newspapers, telephone, social media (Facebook,
Email, surat kabar cetak dan online, telepon, media sosial (Facebook, Twitter, Webchat, WhatsApp and Instagram), SMS, CRM (Customer
Twitter, Webchat, WhatsApp dan Instagram), SMS, CRM (Customer Relationship Management) or visits to the PAM JAYA Service Office.
Relationship Management) maupun kunjungan ke Kantor Pelayanan Through these complaint channels, complaints / grievances can be
PAM JAYA. Melalui berbagai kanal pengaduan tersebut, maka immediately handled in accordance with PAM JAYA management
keluhan/pengaduan dapat segera ditangani dengan baik sesuai policies as stated in the Standard Operating Procedures for Handling
dengan kebijakan manajemen PAM JAYA sebagaimana tertuang Customer Contacts No. PAM/MCR/SOP-001.
dalam surat tentang Prosedur Standar Operasional Penanganan
Kontak Pelanggan no. PAM/MCR/SOP-001.
Adapun mekanisme yang ditawarkan Perusahaan berkaitan dengan The Company mechanisms for consumer complaints are as follows:
pengaduan konsumen adalah sebagai berikut:
1. Pengaduan melalui aplikasi CRM yang dikembangkan oleh 1. Complaints through the CRM application developed by the
Pemprov DKI Jakarta. DKI Jakarta Provincial Government.
2. Menyampaikan keluhan dan informasi melalui media sosial 2. Complaints and information through the Company’s social
Perusahaan. media.

Laporan Keberlanjutan 2024 109 2024 Sustainability Report