Grievance Mechanism

We appreciate any grievance made by the stakeholders regarding the implementation of Astra Agro’s sustainability policy. We strive to develop and maintain transparent and effective processes for handling grievance and conflicts responsibly. The following is a description of the procedures in grievance handling that we developed:

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1. RECEIVE GRIEVANCE

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2. DATA VERIFICATION
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3. ANALYSIS AND PREPARATION
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4. GRIEVANCE CLOSED
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1. MENERIMA DAN

VERIFIKASI DATA

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2. ANALISIS DAN

PERSIAPAN

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3. PENANGANAN KELUHAN

DAN EVALUASI

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4. KELUHAN SELESAI

  • 1. Receive Grievance

    a. Grievance can be communicated with the path of communication :
    Through the web : Grievance Form
    By fax to : (+6221) 4616687
    In writing to : Jl. Puloayang Raya Blok OR I Pulogadung Industrial Estate Jakarta 13930 – Indonesia

    (Address to : Sustainability Division)
    b. Grievance should include the following information:
    Full name
    Organization Name (if any)
    Address
    Phone number / Fax / Email Address
    Detailed description of grievance
    Evidence supporting the grievance

  • 2. Data Verification

    All incoming grievances will undergo verification to consider the information’s validity so as to be able to determine the next course of action. Grievances whose source of information is incomplete are considered to be invalid and therefore no follow-up is required.

  • 3. Analysis and Preparation

    Actionable grievances  will be communicated to the complainant and other relevant stakeholders. Further investigation will be conducted as a basis for the preparation of a grievance handling action plan.

  • 4. Grievance Closed

    The necessary course of action has been determined.

For information on the grievance list, please follow this link