Product Quality Control [416-1, 416-2]
The Company manages product quality and adheres to international quality standards; thus, our products can penetrate the international markets and be listed on the London Metal Exchange metal markets. In addition, there were no legal actions/involved in laws related to monopoly/anti-competition. Before being marketed, products will go through a series of quality control processes involving several divisions/units, including: [206-1]
We ensure that all products to be marketed (100%) have been quality assessed and safety evaluated so that all consumers can receive equivalent products. Our goal in implementing a series of quality controls is to ensure that our products have no negative impact on consumers’’ health and safety. In 2023, the Company did not receive any complaints of quality violations, nor were any products withdrawn from the market. Similarly, the Company was not involved in incidents related to the health and safety of products and services. [301-3]
Compliance with Labeling and Information on Products [417-1, 417-2]
Each product is marked with the brand logo of PT TIMAH Tbk product and includes the net weight and purity of each tin ingot. Information on the legality of tin metal products is displayed on their packaging upon delivery to customers under the regulations governing the trade of key raw materials in the global market. In 2023, there were no violations of product information and labeling. The Company throughout 2023 did not receive any customer complaints against non-conformance.
Marketing and Sales [417-3]
Marketing and sales are key to sound financial performance and business sustainability. Therefore, the Company needs to execute appropriate marketing strategies focused on customer needs. The marketing communication strategy is carried out through Customer Visit. Throughout 2023, there were no incidents of non-compliance in marketing communication. For more detailed information on marketing strategies and aspects, refer to our 2023 Annual Report page 201. Effective marketing communication has a significant impact on the Company’s sales performance. Market share in 2023 was still predominantly driven by exports at 92%, while domestic sales were at 8%. The total tin metal sales in 2023 was 14,385 metric tons, a decrease compared to 20,805 metric tons in 2022. Sales achievement in 2023 fell below the set target of 27,400 metric tons.
Customer Satisfaction Survey
The Company consistently maintains product quality and improves services to ensure customer satisfaction. Annually, we conduct routine Customer Engagement surveys to assess customer engagement and satisfaction levels, enabling us to formulate follow-up actions for quality and service improvements.
