Pupuk Kaltim is strongly committed to fostering a Customer Focus culture, rooted in our core value: "Our team consistently strives to deliver the best service and is committed to customer satisfaction through dedication and attentive care."

We actively listen, interact, and observe to understand customer needs, gathering valuable information to continuously improve our products and services. Our primary goal is to ensure the satisfaction of all customers and product users, so they continue to choose and trust Pupuk Kaltim's products. In this way, we work to maintain consistent and sustainable business growth.

In our communications, Pupuk Kaltim provides a responsive and professional contact center service, ensuring all customer inquiries and needs are met effectively. As part of our service innovation, we classify customers based on their sales achievements over a certain period, allowing them to enjoy exclusive loyalty program benefits on their birthdays. Furthermore, we organize thematic promotion programs, such as the "Gebyar NPK Pelangi Program," to strengthen relationships with our customers.

📊 Customer Satisfaction Survey

Pupuk Kaltim highly values customer experience and satisfaction. Therefore, we conduct regular surveys to measure customer satisfaction and loyalty levels as part of our ongoing effort to evolve in line with market expectations and maintain our competitive position.

In 2024, this survey was conducted across 72 cities and regencies spread over 18 provinces throughout Indonesia. The achievement score was 90.04 out of 100, which falls into the "Highly Satisfied" category. This result demonstrates that our products and services are successfully meeting and even exceeding customer expectations.

⚖️ Human Rights Policy

PT Pupuk Kalimantan Timur (PKT) believes that respect for human rights is an important foundation for business sustainability and responsibility. This commitment is guided by international standards, including the Universal Declaration of Human Rights, the International Labour Organization (ILO) Declaration on Fundamental Principles and Rights at Work (1998), and the UN Guiding Principles on Business and Human Rights (UNGPs).

🤝 Human Rights Commitment

PKT is committed to upholding human rights across all operational activities, business relationships, and supply chains. We enforce zero tolerance policies against all forms of discrimination, harassment, child labor, and forced labor, while supporting freedom of association and the right to collective bargaining. Through ongoing risk assessments, training for all employees, effective grievance mechanisms, and transparent reporting, PKT strives to prevent, mitigate, and remedy human rights impacts while creating a safe, inclusive, and mutually respectful work environment.

In line with the United Nations Declaration of Human Rights and the United Nations Guiding Principles on Business & Human Rights (UNGPs), PKT's Human Rights Commitment encompasses measures in both operational and business activities. This commitment also emphasizes workforce, business partners, and supply chain considerations.

📋 PKT Human Rights Policy includes

🔍 Human Right Due Dilligence

A process conducted to identify, analyze, and manage potential risks of human rights violations in company operations and activities.

Human Rights Risks

Risk Level

Key Human Rights Risks

The results of human rights risk assessment across all company operational locations demonstrate Pupuk Kaltim's commitment to conducting regular evaluation and review of human rights risk mapping.

Labor Practices Commitment

PT Pupuk Kalimantan Timur (PKT) is consistently committed to maintaining the welfare and rights of workers in accordance with statutory provisions. Workers who have worked for 1 (one) year or 12 (twelve) consecutive months are entitled to Annual Leave for 12 (twelve) working days while still receiving full wages. For shift workers, the right to Shift Wages and Shift KJK is still provided without deduction.

Furthermore, PKT implements the termination of employment (PHK) process fairly, transparently, and in accordance with applicable regulations. Every PHK decision is based on objective considerations, such as a decrease in company revenue, organizational restructuring, or efficiency, and must be negotiated first with the PKB Committee to reach mutual agreement. PKT also ensures that every affected worker receives clear explanations, appropriate rights, and assistance from the PKB Committee during the process.

Labor Practices Program

PT Pupuk Kalimantan Timur (PKT) establishes working hours and overtime arrangements in accordance with the provisions contained in the Collective Labor Agreement (PKB) regarding Working Time. Normal working hours are set for 8 hours per day or 40 hours per week, with time arrangements adjusted between non-shift and shift workers. Meanwhile, shift workers run a rotating work system according to the established morning, afternoon, or night work schedule.

To maximize employee overtime efforts, PKT regulates maximum overtime working hours of 40 hours per month. All overtime activities must receive approval from immediate supervisors, while still paying attention to aspects of safety, occupational health, and work-rest time balance for employees. This program is applied to all Company operations including contractors and work partners.

Discrimination & Harassment

In line with sustainable business practices, the company is strongly committed to preventing and addressing all forms of discrimination, violence, and both sexual and non-sexual harassment across all its activities and value chain. Through robust policies, systematic risk assessments, inclusive training, and clear reporting mechanisms, the company upholds the principle of zero tolerance toward discrimination and workplace harassment.

Workforce Breakdown : Gender

PT Pupuk Kalimantan Timur (PKT) always upholds the principle of equality and implements anti-discrimination policies in every human resource management function. PKT is committed to providing a dignified work environment without discrimination, harassment, bullying, and other forms of violence, as well as upholding dignity and self-worth to maintain worker productivity. PKT applies the principle of equality and provides equal opportunities for workers with disabilities, with positions and types of work adjusted to their respective levels of expertise and skills. The following is a chart of PKT's worker composition.

Workforce Breakdown : Race, Ethnic

PT Pupuk Kalimantan Timur (PKT) also appreciates diversity as one of the main strengths in building an inclusive and harmonious work culture. The composition of PKT employees reflects the religious diversity that exists in Indonesia, where each individual has the same right to worship according to their respective beliefs.

The company provides various worship facilities and spaces for carrying out religious activities as a concrete manifestation of support for employees' freedom of religion.

Thus, PKT not only builds sustainable performance, but also strengthens the values of togetherness and harmony in diversity.

Freedom of Association

Employee Coverage in PKB

PT Pupuk Kalimantan Timur (PKT) is committed to creating healthy industrial relations through social dialogue, collective bargaining, and constructive cooperation between management and employee representatives. PKT believes that active employee involvement in organizational forums will strengthen communication, improve worker welfare, and support the achievement of sustainable company goals. PKT guarantees freedom of association and assembly for all employees (100%), this is demonstrated by the formation of two labor unions within the Company, namely Serikat Pekerja Pupuk Kaltim (SEPAKAT) and Serikat Pekerja Korps Karyawan Pupuk Kalimantan Timur (SP KKPKT).

🛡️ Occupational Health and Safety (OHS) Policy

PT Pupuk Kalimantan Timur (PKT) is committed to conducting all business activities by prioritizing Occupational Health and Safety (OHS). To achieve this, PKT implements an OHS Management System that aligns with national and international standards while continuously improving OHS performance. In every operational process, PKT upholds the principle of "Safety is Our Personality" as a tangible manifestation of our commitment to occupational health and safety.

As part of systematic OHS performance measurement, PKT establishes safety targets and indicators annually through the P2K3 (Occupational Safety and Health Development Committee) Report document. In 2024, PKT set targets to achieve Zero Lost Time Accident (LTA) and Zero Fatality, demonstrating our commitment to maintaining the safety of all workers and related parties in the work environment. This target serves as the primary benchmark in safety performance evaluation and forms the foundation for developing continuous OHS improvement programs.