The Company identifies stakeholder groups that can significantly influence or be influenced by business activities.
Each stakeholder has a different perspective on managing important issues that are relevant to the Company’s business activities, including issues related to sustainability aspects. Every important issue from stakeholders is used as a basis for determining the focus of presenting this report.
The process for identifying the Company’s stakeholders is guided by the AA1000 Stakeholder Engagement Standard (SES) 2015, as follows:
Berdasarkan standar tersebut, pemangku kepentingan yang teridentifikasi diungkapkan sebagai berikut:
Kelompok Pemangku Kepentingan
Stakeholder Group
Dasar Pemilihan Basis of Selection
Kebutuhan Pemangku Kepentingan Stakeholder Needs
Respon terhadap Kebutuhan Pemangku
Kepentingan Response to Stakeholder
Needs
Metode Pelibatan dan Frekuensi Pelaksanaan Method of Involvement
and Frequency of Implementation Pemegang
Saham dan Investor Shareholders and Investors
• Tanggung Jawab;
Responsibility;
• Perspektif; dan Perspective; and
• Pengaruh.
Influence.
• Kinerja keuangan;
dan Financial performance; and
• Keberlanjutan usaha.
Business sustainability.
• Penyusunan strategi peningkatan kinerja keuangan dan keberlanjutan usaha;
Formulation of strategies for financial performance improvement and business sustainability;
• Penerapan GCG yang efektif;
Effective GCG implementation;
• Pengelolaan manajemen risiko dan pengendalian internal; dan
Risk management and internal control management; and
• Keterbukaan informasi.
Information disclosure.
• Pelaksanaan Rapat Umum Pemegang Saham (RUPS) dan paparan publik;
Convention of General Meetings of Shareholders (GMS) and public exposes;
• Penyampaian Laporan Tahunan; dan Submission of Annual Reports; and
• Penyediaan sarana akses informasi.
Provision of information access facilities.
Pelanggan Subscribers
• Ketergantungan;
Dependency;
• Tanggung Jawab; dan Responsibility;
and
• Perhatian.
Attention.
• Ketersediaan informasi produk dan layanan;
Availability of product and service information;
• Keamanan dan kenyamanan;
Safety and comfort;
• Kualitas produk dan layanan yang terjaga; dan Maintained quality of products and services; and
• Penyelesaian keluhan pelanggan yang memuaskan.
Satisfactory Resolution of customer grievances.
• Pemutakhiran informasi pada situs web dan media sosial;
Updated information on websites and social media;
• Perlindungan pelanggan dengan menjaga keamanan data dan informasi pelanggan;
Customer protection by maintaining the security of customer data and information;
• Peningkatan kualitas produk dengan melakukan evaluasi produk secara berkala; dan Product quality improvement by conducting regular product evaluations; and
• Penanganan keluhan pelanggan melalui Customer Service yang tersedia selama 24 jam.
Handling customer complaints through a 24 hours Customer Service.
• Pelaksanaan survei kepuasan pelanggan sesuai kebutuhan;
Implementation of customer satisfaction surveys as needed;
• Penyediaan sarana pengaduan bagi pelanggan; dan Provision of grievances facilities for customers;
and
• Penerapan sistem manajemen keamanan informasi data pelanggan dengan standar internasional.
Implementation of customer data information security management system with international standards.
Based on these standards, identified stakeholders are disclosed as follows.
PT Smartfren Telecom Tbk Annual Report 2023 Sustainability Report
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Kelompok Pemangku Kepentingan
Stakeholder Group
Dasar Pemilihan Basis of Selection
Kebutuhan Pemangku Kepentingan Stakeholder Needs
Respon terhadap Kebutuhan Pemangku
Kepentingan Response to Stakeholder
Needs
Metode Pelibatan dan Frekuensi Pelaksanaan Method of Involvement
and Frequency of Implementation Karyawan
Employees
• Tanggung Jawab;
Responsibility;
• Perhatian;
Attention;
• Pengaruh; dan Ketergantungan.
Influence; and Dependency.
• Pelaksanaan praktik ketenagakerjaan yang adil dan bertanggung jawab;
Implementation of fair and responsible employment practices;
• Pemenuhan aspek kesehatan dan keselamatan kerja (K3); dan
Fulfillment of occupational health and safety (OHS) aspects; and
• Pengembangan kompetensi dan karier.
Competence and career development.
• Pemberian remunerasi yang sesuai dan pemenuhan kontrak kerja;
Provision of appropriate remuneration and fulfillment of employment contracts;
• Penyediaan sarana dan prasarana K3 yang memadai;
dan
Provision of adequate OHS facilities and infrastructure;
and
• Pelaksanaan program pengembangan kompetensi dan promosi jabatan.
Implementation of competence development programs and promotions.
• Penyediaan sarana pengaduan karyawan;
Provision of grievances facilities for employees;
• Pelaksanaan gathering karyawan;
Implementation of employee gatherings;
• Pelaksanaan kegiatan- kegiatan keakraban karyawan; dan Implementation of employee activities; and
• Penyediaan program-program pengembangan kompetensi.
Provision of competence development programs.
Mitra Kerja Work Partners
• Tanggung Jawab; dan Responsibility;
and
• Ketergantungan.
Dependency.
• Praktik operasional yang adil; dan Fair operational practices; and
• Pemenuhan perjanjian/kontrak kerja.
Fulfillment of work agreements/
contracts.
• Pelaksanaan kerja sama yang adil dan transparan, sesuai dengan peraturan pada perjanjian/kontrak kerja; dan Implementation of fair and transparent cooperation, following the regulations in the employment agreement/
contract; and
• Pemenuhan kewajiban dalam perjanjian/kontrak kerja.
Fulfillment of obligations in the work agreement/
contract.
• Perumusan perjanjian/
kontrak kerja;
Formulation of work agreements/contracts;
• Pelaksanaan pertemuan secara berkala; dan Implementation of regular meetings; and
• Penyediaan sarana pengaduan bagi vendor.
Provision of grievances facilities for vendors.
Pemerintah dan Regulator Government and Regulators
• Tanggung Jawab; dan Responsibility;
and
• Pengaruh.
Influence.
• Kepatuhan pada peraturan perundang- undangan yang berlaku;
Compliance with applicable laws and regulations;
• Pemenuhan kewajiban perpajakan; dan Fulfillment of tax obligations; and
• Perizinan.
Licensing.
• Pemenuhan seluruh peraturan perundang- undangan yang berlaku, termasuk kebijakan pemerintah;
Compliance with all applicable laws and regulations, including government policies;
• Pembayaran pajak serta penerimaan negara bukan pajak (PNBP) sesuai aturan dan tepat waktu; dan Payment of taxes and non- tax state revenues according to the rules and on time; and
• Pemenuhan perizinan secara profesional.
Fulfillment of licensing in a professional manner.
• Penyampaian Laporan Tahunan dan laporan lainnya, baik triwulan maupun tahunan;
Submission of Annual Reports and other reports, both quarterly and annually;
• Pembayaran dan pelaporan pajak dan PNBP untuk periode bulanan ataupun tahunan; dan
Payment and reporting of taxes and non-tax state revenues for monthly or annual periods; and
• Pemenuhan persyaratan perizinan, pengelolaan dokumen perizinan, dan evaluasi secara berkala.
Fulfillment of licensing requirements, management of licensing documents, and periodic evaluations.
Kelompok Pemangku Kepentingan
Stakeholder Group
Dasar Pemilihan Basis of Selection
Kebutuhan Pemangku Kepentingan Stakeholder Needs
Respon terhadap Kebutuhan Pemangku
Kepentingan Response to Stakeholder
Needs
Metode Pelibatan dan Frekuensi Pelaksanaan Method of Involvement
and Frequency of Implementation Masyarakat
Community
• Tanggung Jawab;
Responsibility;
• Ketergantungan;
Dependency;
• Perhatian; dan Attention;and
• Perspektif.
Perspective.
Peningkatan kesejahteraan masyarakat.
Improvement of community welfare
• Proses rekrutmen yang mengutamakan tenaga kerja lokal; dan
Recruitment process that prioritizes local labor; and
• Pelaksanaan 4 pilar utama program tanggung jawab sosial.
Implementation of the 4 main pillars of the social responsibility program.
• Pelaksanaan event gathering, seminar, dan kegiatan lainnya yang telah dijadwalkan; dan Implementation of scheduled events, gatherings, seminars, and other activities; and
• Penyediaan sarana pengaduan masyarakat.
Provision of public grievances facilities.
Media Media
Tanggung Jawab.
Responsibility
Keterbukaan informasi terkait Perkembangan usaha Perseroan.
Disclosure of information related to the Company’s business development.
• Pemutakhiran informasi pada situs web Perseroan dan Bursa Efek Indonesia, termasuk media sosial perusahaan; dan Updating of information on the Company’s website and the Indonesia Stock Exchange, including the Company’s social media; and
• Pelaksanaan paparan publik.
Implementation of public exposure.
• Penyediaan sarana akses informasi; dan Provision of information access facilities; and
• Pelaksanaan paparan publik dan press release/conference secara berkala.
Periodic public expose and press releases/
conferences.
PT Smartfren Telecom Tbk Annual Report 2023 Sustainability Report