Page 195 - XL Axiata Integrated Anual Report 2020 ENG

2020 Integrated Annual Report 193
INTEGRATED CUSTOMER SERVICE
Prioritizing customer comfort, the Company ensures the availability of various communication channels. To request information or to lodge a complaint, customers may contact XL Axiata through the following channels:
600
customer service office
in call centers, XL Center, and XL Care who are ready to respond to customers 24 hours a day, 7 days a week via phone 817.
live chat on xl.co.id, and email
[email protected]
Customer messaging service through social media
@ask_AXIS myXLCare
95 XL Center in Indonesia
CUSTOMER APPRECIATION
The Covid-19 pandemic did not dampen XL Axiata’s enthusiasm to celebrate the National Customers’ Day 2020. Carrying the theme “Moving Forward with Customers”, XL Axiata used the pandemic as a momentum to sustain
its commitment to improving the level of service through continuous digital innovations. As a result, XL Axiata now has an “XL Online Service Center”.
With Online XL Center, the customer will be able to enjoy services convenience that previously only can be done physically through XL Center and Xplor outlets.
CUSTOMER PROTECTION
XL Axiata pursues the full protection of customers’ rights. In line with Law No. 8/1999 on Consumer Protection and Law No. 36/1999 on Telecommunications, consumer rights include:
• the right to obtain genuine, clear, and truthful product and service information
• the right to have their complaints heard and issues resolved
• the right to receive fair and non-discriminatory services
XL Axiata product and service information also complies with the Advertising Code of Ethics. The Company has published marketing and publication guidelines and ensures all promotional activities adhere to all applicable laws and regulations.
During the report year, there was no incident of breach of or non compliance with marketing and labeling regulations.
CUSTOMER PRIVACY
Following rapid technology adoption, data privacy and security issues have become even more pertinent today. Data privacy and security guarantees also affect the customers’ trust in
the Company. Acknowledging this concern and knowing the growing incidence of cybercrimes, the Company has enhanced its security system so that it can quickly detect threats and execute a recovery.
XL Axiata also maintains compliance with data privacy regulations, both in the country and abroad. The Company implements the ISO 27001 standard on the implementation of the Information Security Management System (ISMS) and has received certification for this standard from its ability to plan, manage, review, and improve efforts to secure the data stored with the Company.
TRANSFORM FASTER TO EMERGE STRONGER – GIVING BACK TO THE NATION
PT. XL AXIATA TBK