PRODUCT INFORMATION, PACKAGING AND MARKETING (GRI 417-1,2) Our product information and marketing comply with regulations both in Indonesia and our various export markets. We have set up responsible procedures for our marketing team to follow when publishing product information. All packaging includes allergen details, meeting requirements set by BPOM. We align our product packaging with Indonesia’s Extended Producer Responsibility policy as part of our efforts to cut down on plastic waste. In 2025, we continued our sustainable packaging efforts, building on last year’s reduction in plastic thickness for Minyakita standing pouches. Our main focus this year is developing recyclable packaging using monomaterial plastic. Working with our supplier, we are advancing MDO-PE (Machine Direction Oriented Polyethylene), which offers improved stability and easier recyclability compared to current materials. Our Instagram page, @Palmia_ID, remains a popular platform for cooking demonstrations, catering to both individual consumers and SMEs. We also regularly share new recipes on our website to inspire and engage our customers. CUSTOMER SERVICE AND SATISFACTION Our brands are recognised for their quality and competitive pricing. We continuously engage consumers to resolve concerns, share updates on our sustainability initiatives, and implement improvements based on their valued input. We monitor market trends to keep prices competitive and conduct annual customer satisfaction surveys to assess product and service quality. In 2025, we upheld strong customer service and satisfaction standards, maintaining our goal of meeting 100% service levels for direct sales. Distributor performance was monitored through regular updates, and our annual survey of 117 distributors provided feedback on quality, packaging, and improvement areas, with 95 distributors reporting high satisfaction. For end consumers, we offer a toll-free service for inquiries and complaints, and we conduct weekly price surveys to ensure our branded commodity products remain competitively priced. One of our cooking oil products, Bimoli. We ensure the timely resolution of consumer feedback through the Indofood Group’s centralized Customer Service Centre, which can be reached via toll-free lines or email. Complaints are systematically logged and addressed, and all feedback is acknowledged within two weeks. Additional channels for engagement are available on our website and social media platforms (such as Instagram and Facebook). All feedback is acknowledged within two weeks. In 2025, we received and addressed 9 customer inquiries, primarily related to product information. 65 Indofood Agri Resources Ltd. Sustainability Report 2025 Sourcing Appendix Product Community People Environment Our Business Our Approach At a Glance CEO Statement
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