TANGGUNG JAWAB SOSIAL PERUSAHAAN

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2 TANGGUNG JAWAB SOSIAL PERUSAHAAN Corporate Social Responsibility TEAMWORK - LOVE When you start out in a team, you have to get the teamwork going and then you get something back ii Laporan Tahunan 2015 PASSIONATE TEAM, Achieve New Records!

3 LAPORAN KEPADA PEMANGKU KEPENTINGAN REPORT TO STAKEHOLDERS 3 Prinsip dan Landasan CSR FIFGROUP FIFGROUP CSR Principle and Framework 4 Visi dan Misi ESR FIFGROUP FIFGROUP ESR Vision and Mission 5 Program ESR 2015 ESR Program Pelestarian Lingkungan Environment Preservation 8 Pelibatan dan Pengembangan Masyarakat Community involvement and Development 14 Tanggung Jawab Sosial terkait Perlindungan Pelanggan Corporate Social Responsibility Related with Consumer Protection 15 Praktik Kesehatan dan Keselamatan Kerja Occupational Health, and Safety Practice 16 Evaluasi ESR FIFGROUP FIFGROUP esr Evaluation PROFIL PERUSAHAAN COMPANY PROFILE TINJAUAN OPERASIOnAL OPERATIONAL REVIEW Annual Report 2015 PASSIONATE TEAM, Achieve New Records! 1

4 FIFGROUP terus memperkuat komitmen keberlanjutan usaha melalui kegiatan Tanggung Jawab Sosial Perusahaan dengan nilai tambah yang lebih tinggi kepada seluruh pemegang saham dan pemangku kepentingan. Komitmen tersebut tetap mengadaptasi framework Environment, Health, Safety & Social Responsibility (ESR) yang meliputi 2 bidang yaitu Environment, Health and Safety (EHS) dan Corporate Social Responsibility (CSR). Pilar dari EHS adalah Lingkungan, Kesehatan dan Keselamatan Kerja (internal) dan pilar dari CSR adalah Pendidikan, Pemberdayaan Ekonomi Masyarakat, Kesehatan dan Lingkungan Hidup. FIFGROUP continues to strengthen business sustainability commitment by means of Corporate Social Responsibility activity with higher added value for our shareholders and stakeholders. The commitment still adapts Environment, Health, Safety and Social Responsibility (ESR) framework that covers 2 aspects: Environment, Health and Safety (EHS) and Social Responsibility (CSR). Ehs Pillars are Environment, Occupational Health and Safety (internal) and CSR pillars are Education, Public Economy Development, Health and Environment Kegiatan EHS maupun CSR dilaksanakan secara sistematis mulai dari lingkup Kantor Pusat hingga setiap Kantor Cabang FIFGROUP dibawah koordinasi Departemen Corporate Security & EHSSR Departemen yang bertanggung jawab kepada HC & GS Director. Unit Kerja ESR FIFGROUP dibagi menjadi 4 bagian yaitu Astra Green Company, Astra Friendly Company, Both ESR and EHS programs are performed systematically from Head Office circumstances to every branch office of FIFGROUP under coordination of Corporate Security & EHSSR Department Department in charge to HC & GS Director. FIFGROUP ESR Working Unit is divided into 4 divisions which are Astra Green Company, Astra 2 Laporan Tahunan 2015 PASSIONATE TEAM, Achieve New Records!

5 Social Responsibility dan EHS, dengan struktur organisasi sebagai berikut: President Director (Excecutive in Charge) HC & GS Director (Director in Charge) General Support Friendly Company, Social Responsibility and EHS with Organization structure is illustrated below: ANALISA DAN PEMBAHASAN MANAJEMEN MANAGEMENT DISCUSSION AND ANALYSIS Division Head Corporate Security & EHSSR Dept. Head Corp. EHS & Social Responsibility Sub. Dept. Head Corporate Security Sub. Dept. Head Astra Green Company Prinsip dan Landasan CSR FIFGROUP Astra Friendly Company Corporate Social Responsibility EHS FIFGROUP CSR Principle and Framework TATA KELOLA PERUSAHAAN GOOD CORPORATE GOVERNANCE Implementasi CSR FIFGROUP berpedoman pada Pasal 74 ayat 4 UU No. 40 tahun 2007 tentang Perseroan Terbatas, khususnya dalam penjelasan terkait kegiatan Tanggung Jawab Sosial pada Perusahaan Terbatas. Kegiatan EHS dan CSR FIFGROUP juga mengadaptasi Pedoman ESR Astra Group yang dijelaskan sebagai Catur Dharma Astra, EHS & CSR Corporate Policy, Sistem Manajemen Astra Green Company dan Astra Friendly Company. Prinsip-prinsip yang dimanifestasikan dalam kegiatan CSR FIFGROUP diwakili oleh komitmen FIFGROUP terhadap seluruh pemangku kepentingan Perusahaan yaitu karyawan, pelanggan, masyarakat, supllier dan lingkungan. Realisasi dari prinsip-prinsip tersebut diwujudkan melalui aktivitas CSR yang fokus pada Ring 1 Perusahaan, komunitas dan sesuai kebutuhan. FIFGROUP CSR implementation Law is referring to Article 74 point 4 of Law No. 40 of 2007 on Limited Company, especially on explanation regarding Corporate Social Responsibility activity in Limited Company. EHS and CSR activities of FIFGROUP also adapt Astra Group ESR Guideline described as Catur Dharma Astra, EHS & CSR, Corporate Policy, Astra Green Company and Astra Friendly Company Management System. Principles manifested on FIFGROUP CSR activity are represented by FIFGROUP s commitment towards all stakeholders of the Company including employees, customers, society and environment. Realization of these principles are brought by carrying out CSR activity that are focused on Ring 1 of the company, community and based on demand. TANGGUNG JAWAB SOSIAL PERUSAHAAN CORPORATE SOCIAL RESPONSBILITY Annual Report 2015 PASSIONATE TEAM, Achieve New Records! 3

6 Visi dan Misi ESR FIFGROUP Pelaksanaan kegiatan ESR di FIFGROUP didasarkan pada visi dan misi ESR FIFGROUP yaitu: VISI Memastikan FIFGROUP menjadi perusahaan yang dikagumi serta memberikan nilai tambah bagi masyarakat dan lingkungan sekitar. FIFGROUP ESR Vision and Mission CSR activity implementation in FIFGROUP is based on FIFGROUP CSR Vision and Mission, which are: VISION Ensuring FIFGROUP to be an admired Company and provide added-value for surrounding society and environment. MISI Membantu meningkatkan kualitas hidup masyarakat di sekitar lingkungan kantor. Membangun hubungan yang harmonis dengan komunitas sekitar lingkungan kantor dan karyawan. Membangun image perusahaan yang positif bagi masyarakat. Mendukung proses lini bisnis perusahaan. Menciptakan lingkungan kerja yang nyaman, aman dan sehat bagi karyawan. MISSION Contribute in improving living standard of the society in the Company s neighborhood. Build a harmonious relationship with community in the Company s neighborhood and employees as well. Build positive corporate image among the society. Support process in the Company s business line. Establish comfortable, safety and healthy working environment. VALUE BAGI PERUSAHAAN Memelihara dan meningkatkan citra perusahaan. Membangun hubungan baik dengan masyarakat sekitar kantor. Mendukung operasional & Line of Business perusahaan. Sarana aktualisasi perusahaan dan karyawan. Mengurangi potensi gangguan masyarakat terhadap perusahaan. Membuka akses untuk investor. Pembeda competitor. VALUE FOR THE COMPANY Maintain and improve corporate image. Establish harmonious relationship with the society in the Company s neighborhood. Support Company s operational & Line of Business. As means of actualization for the Company and employees. Reduce public disturbance potential against the Company. Open access for investors. Uniqueness from the competitors. 4 Laporan Tahunan 2015 PASSIONATE TEAM, Achieve New Records!

7 VALUE BAGI MASYARAKAT Membantu meningkatkan kesejahteraan masyarakat, kualitas pendidikan, sosial & budaya, kesehatan masyarakat, kelestarian lingkungan hidup, tersedianya sarana prasarana yang memadai, mengurangi kesenjangan sosial ekonomi. VALUE BAGI KARYAWAN Employee Engagement, Bangga bekerja di FIFGROUP VALUE FOR THE SOCIETY Help to increase welfare of the society, quality of education, social & culture, public health, environment preservation and availability of sufficient facilities and infrastructure, to reduce social economy gap. VALUE FOR EMPLOYEES Employee Engagement, being proud for working at FIFGROUP. ANALISA DAN PEMBAHASAN MANAJEMEN MANAGEMENT DISCUSSION AND ANALYSIS Program ESR 2015 ESR PROGRAM 2015 Selama tahun 2015, FIFGROUP telah melaksanakan berbagai program ESR dalam aspek pemberdayaan masyarakat dan lingkungan dengan total anggaran ESR mencapai Rp7,619,608,867,- dengan rincian penggunaan budget Non Syariah Rp6,004,061,917,- dan budget syariah Rp1,615,546,950. Gambaran ringkas kegiatan ESR FIFGROUP selama tahun 2015, sebagai berikut: Syariah dan aktual esr sharia and actual esr In 2015, FIFGROUP has performed several ESR program on community development and environment sectors with total ESR budget to Rp7,619,608,867 with detail disbursement from Non- Sharia Budget amounted 6,004,061,917,- and sharia budget amounted Rp1,615,546,950. Brief explanation on detail of FIFGROUP ESR activity in 2015 shown in below table: TATA KELOLA PERUSAHAAN GOOD CORPORATE GOVERNANCE realisasi budget csr 2015 actual csr 2015 Aktual ESR Actual ESR Syariah Sharia realisasi budget EHS 2015 actual EHS % 7% 39% 15% 42% 78% TANGGUNG JAWAB SOSIAL PERUSAHAAN CORPORATE SOCIAL RESPONSBILITY 14% Pendidikan Education IGA IGA Lingkungan Kerja Working environment Kesehatan Kerja Occupational health Kesehatan Health Lingkungan Hidup Environment Keselamatan Kerja Occupational safety Annual Report 2015 PASSIONATE TEAM, Achieve New Records! 5

8 Kegiatan Activities Activity 2015 As Of December 2015 FIF Pendidikan FIF Education Pelatihan Guru Teacher Training FIFGROUP Mengajar Teaching FIFGROUP Beasiswa SD Scholarship for Elementary School Beasiswa SMP Scholarship for Junior High School Beasiswa SMU Scholarship for High School Beasiswa Perguruan Tinggi Scholarship for Universities Renovasi dan Perlengkapan Sekolah School Renovation and Equipment guru mendapatkan pelatihan teachers participated in training 94 sekolah, 1719 jam, 7897 siswa/i 94 schools, 1719 hours, 7897 students 202 Internal & 41 Eksternal 202 Internal & 37 External 29 Internal & 41 Eksternal 29 Internal & 34 External 23 Internal & 10 Eksternal 23 Internal & 10 Eksternal 15 Mahasiswa 15 Students 24 Sepeda Motor, Sumbangan TK kartini, Pembangunan SMP dan SMK Sambiroto Semarang, Pembangunan Panti Asuhan Bakti Luhur, Tebar 1,590 buku komik safety riding 24 Motorcycles, Donation for TK kartini, SMP and SMK Sambiroto Semarang Construction, Bakti Luhur, Tebar Orphanage Construction, 1,590 safety riding comic books FIF Pemberdayaan Ekonomi Masyarakat FIF Social Eocnomy Development Usaha Kecil & Dana Bergulir Small Enterprise & Revolving Fund Pelatihan UKM & Sharing Tips Small Enterprise & Revolving Fund 10 Kelompok IGA bergulir dan 7 Kelompok IGA Non begulir 10 revolving IGA groups and 7 Non-Revolving IGA Groups 500 peserta Seminar Ketahanan Ekonomi Nasional, Business Gethering dan Serial Training 500 Economic Resilience National Seminar, Business Gathering and Serial Training FIF Kesehatan Masyarakat FIF Public Health Posyandu Posyandu Donor Darah Blood Donation Pelayanan Kesehatan Gratis Free Medical Treatment Mobil Tim Medis Mobil Tim Medis 30 Posyandu Binaan 30 Partner Posyandu pendonor darah berhasil succeeded donors 2,691 pasien terlayani, 2,200 masker gratis 2,691 patients, 2,200 free masks 9,376 orang terlayani 9,376 people served FIF Lingkungan Hidup FIF Environment Penghijauan Hutan Kota dan Konservasi City Forest Planting and Conservation Program Cleaner Production Cleaner Production Program pohon untuk penghijauan trees for reforestation Program reduce, reuse dan recycle Reduce, reuse and recycle program FIF Hubungan Masyarakat FIF Public Relation Sumbangan Lingkungan Environment Donation Amal untuk Rumah Ibadah Religious Place Donation Khitanan Massal Mass Circumsision Qurban Animal Sacrifying Program Difable Mandiri Independent Disability Program Mobil Sosial dan Bis Sosial Social Car and Social Bus 39 Yayasan / Panti Asuhan 39 foundations / Orphanage 17 Rumah Ibadah 17 Religious Place 234 anak 234 children 402 kambing dan 3 sapi di 137 cabang 402 goats and 3 cows at 137 branch offices Program bekerja di perusahaan untuk para difable Internship program for people with disabilities Melayani Penumpang dari 1,141 Lembaga Serving Passengers from 1,141 Institutions 6 Laporan Tahunan 2015 PASSIONATE TEAM, Achieve New Records!

9 Pelestarian Lingkungan Untuk periode tahun 2015, FIFGROUP melaksanakan program pelestarian lingkungan dengan melakukan Penghijauan Hutan Kota dan Konservasi. Kegiatan penanaman pohon dilaksanakan dengan menanam 3,072 pohon untuk tujuan penghijaun di daerah/ wilayah Lampung, Gianyar, Karawang, Makassar, Palur dan Sentul (Bogor) dan bekerja sama dengan Perhutani Bogor, Perhutani Lampung, Perhutani Solo, Batalyon Tengkorak Karawang dan Pemda Makassar. Environment Preservation For 2015 period, FIFGROUP has implemented environment preservation program by reforesting City and Conservation Forest. Tree planting activity was conducted by planting 3,072 trees for reforestation in several area namely Lampung, Gianyar, Karawang, Makassar, Palur and Sentul (Bogor) cooperating with Perhutani Bogor, Perhutani Lampung, Perhutani Solo, Batalyon Tengkorak Karawang and Makassar Local Government. ANALISA DAN PEMBAHASAN MANAJEMEN MANAGEMENT DISCUSSION AND ANALYSIS FIFGROUP juga turut serta mengembangkan taman kota untuk melakukan penghijauan kembali serta mendirikan Perpustakaan umum di wilayah Kelapa Gading. FIFGROUP also developed city park for reforestation and established Public Library at Kelapa Gading region. Untuk mendukung konservasi terhadap lingkungan, FIFGROUP juga mengimplementasikan Program Cleaner Production di lingkungan kerja melalui praktik kerja berdasarkan prinsip Reduce, Reuse dan Recycle. Program ini dilakukan dengan menerapkan proses kerja yang ramah lingkungan, mulai dari inisiatif penghematan energi hingga pemanfaatan sumber daya dan peralatan kerja secara optimal. To support environmental conservation, FIFGROUP also implemented Cleaner Production Program in working place with working activity based on Reduce, Reuse and Recycle principles. This program is undertaken by applying environment-friendly business process from energy efficiency initiatives to optimum use of working resource and equipment. TATA KELOLA PERUSAHAAN GOOD CORPORATE GOVERNANCE TANGGUNG JAWAB SOSIAL PERUSAHAAN CORPORATE SOCIAL RESPONSBILITY Annual Report 2015 PASSIONATE TEAM, Achieve New Records! 7

10 Pelibatan dan Pengembangan Masyarakat Aspek pelibatan dan pengembangan masyarakat merupakan fokus utama kegiatan CSR FIFGROUP, melalui kegiatan FIFGROUP Peduli Pendidikan, FIFGROUP Peduli Kesehatan, FIFGROUP Peduli Pemberdayaan Ekonomi Masyarakat dan FIFGROUP Peduli Lingkungan Hidup. Melalui kegiatan-kegiatan tersebut, FIFGROUP memberikan kontribusi langsung terhadap berbagai kalangan masyarakat dan dalam berbagai bentuk sesuai dengan sasaran program kegiatan dan kebutuhan masyarakat. FIFGROUP Peduli Pendidikan Kegiatan pelatihan guru pemberian beasiswa dan dukungan renovasi serta perlengkapan sekolah yang ditujukan kepada masyarakat di sekitar Perseroan. Selama tahun 2015, FIFGROUP memberikan pelatihan kepada guru yang berasal dari Padalarang, Lubuk Pakam, Serang, Pontianak, Palembang, Cikarang, Mataram, Garut dan Head Office di bidang Pakem, Hypnoteaching, sosialisasi pendidikan inspiratif. Community involvement and Development Community involvement and development aspect is primary focus of FIFGROUP ESR activity through FIFGROUP Education, FIFGROUP Community Development, FIFGROUP Public Health and FIFGROUP Public Relation program. Through these activities, FIFGROUP provides direct contribution for various community and took form as various donation based on the objective of activities conducted and community needs. FIFGROUP Education Teacher training, scholarship and renovation as well as school equipment supports dedicated for society in the Company s neighborhood. In 2015, FIFGROUP provided training facilities to 3,766 teachers from Padalarang, Lubuk Pakam, Serang, Pontianak, Palembang, Cikarang, Mataram, Garut and Head Office on Pakem and Hypnoteaching aspects as well as inspiring education socialization. 8 Laporan Tahunan 2015 PASSIONATE TEAM, Achieve New Records!

11 Di sisi lain, FIFGROUP juga memberikan bantuan pendidikan berupa program beasiswa mulai dari tingkat SD hingga Perguruan Tinggi di mana hingga 31 Desember 2015, pihak yang menerima beasiswa tingkat SD hingga SMA mencapai 254 pihak internal dan 92 pihak eksternal dan beasiswa Perguruan Tinggi untuk 15 mahasiswa. Untuk meningkatkan kualitas pendidikan, FIFGROUP juga memberikan bantuan renovasi dan peralatan sekolah kepada TK Kartini Kauman Jepara, SMP dan SMK Sambiroto Semarang, SDN Ketapang, SDN 5 Delta Ketapang, SMPN 1 Tegal, Paud Rosalinda Jakarta, perpustakaan anak bangsa Malang, MTC Malang, Paud Sabrina Cirebon, SMAN Boedi Oetomo Banjarnegara, perpustakaan gading griya Lestari Jakarta, TK SD Kanisius Pondok Raden Patah, TK SD Salomo Yayasan Kranggan, SD Kuncup Melati dan Universitas Gajah Mada. On the other hand, FIFGROUP also disbursed education donation in form of scholarship for Elementary School to University level where on December 31, 2015, students receiving scholarship for Elementary to High School was 254 internal parties and 92 external parties, and 15 students on University Scholarship. To improve education quality, FIFGROUP also supports schools renovation and equipment for TK Kartini Kauman Jepara, SMP dan SMK Sambiroto Semarang, SDN Ketapang, SDN 5 Delta Ketapang, SMPN 1 Tegal, Paud Rosalinda Jakarta, perpustakaan anak bangsa Malang, MTC Malang, Paud Sabrina Cirebon, SMAN Boedi Oetomo Banjarnegara, perpustakaan gading griya Lestari Jakarta, TK SD Kanisius Pondok Raden Patah, TK SD Salomo Yayasan Kranggan, SD Kuncup Melati and Universitas Gajah Mada. ANALISA DAN PEMBAHASAN MANAJEMEN MANAGEMENT DISCUSSION AND ANALYSIS TATA KELOLA PERUSAHAAN GOOD CORPORATE GOVERNANCE TANGGUNG JAWAB SOSIAL PERUSAHAAN CORPORATE SOCIAL RESPONSBILITY Annual Report 2015 PASSIONATE TEAM, Achieve New Records! 9

12 FIFGROUP Pemberdayaan Ekonomi Masyarakat Sebagai bagian dari masyarakat, FIFGROUP menyadari pentingnya upaya untuk membangun ekonomi mulai dari tingkat terkecil yaitu unit masyarakat. Untuk itu, FIFGROUP juga secara aktif mendukung pemberdayaan ekonomi masyarakat melalui kegiatan ESR Usaha Kecil & Dana Bergulir serta mengadakan Pelatihan UKM sebanyak 500 pendidik informal. FIFGROUP Community Economic Development As part of the society, FIFGROUP is aware on the importance of building economics starting from smallest unit, which is society. Therefore, FIFGROUP also actively supports public economy development through Small Enterprise & Revolving Fund and hosting Entrepreneur Training for 500 non-formal teachers. Program Usaha Kecil & Dana Bergulir diberikan kepada 17 kelompok Income Generating Activities (IGA) di kota Jakarta (Head Office), Kediri, Surabaya, Tuban, Mempawah, Solo, Denpasar, Pamulang, Makassar, Bandung, Palembang, Semarang, Padang, Medan, Pekanbaru, Yogyakarta. Jenis/Bidang usaha yang dibantu meliputi camilan, perkembangbiakan dan penggemukan hewan ternak, cuci motor, petani sayuran, membatik, kerajinan tangan. IGA adalah sebuah program bantuan yang ditujukan kepada masyarakat untuk meningkatkan kesejahteraan serta taraf hidup masyarakat. IGA memberikan bantuan kepada masyarakat berupa modal usaha, pengetahuan serta keahlian dalam bidang tertentu. Small Enterprise & Revolving Fund Program was disbursed to 17 Income Generating Activities (IGA) groups in Jakarta (Head Office), Kediri, Surabaya, Tuban, Mempawah, Solo, Denpasar, Pamulang, Makassar, Bandung, Palembang, Semarang, Padang, Medan, Pekanbaru, Yogyakarta. Type of business supported including snacks, animal breeding, motorcycle washing, vegetable farmers, batik craft, hand craft. IGA is a donation program dedicated to the society to raise public welfare and living standard. IGA disbursed donation to society in form of business capital, knowledge and expertise in certain sectors 10 Laporan Tahunan 2015 PASSIONATE TEAM, Achieve New Records!

13 FIFGROUP Kesehatan Masyarakat Komitmen FIFGROUP untuk menghadirkan kualitas hidup masyarakat yang lebih baik, FIFGROUP menyelenggarakan Program Kesehatan Masyarakat sebagai bagian dari ESR FIFGROUP. Selama tahun 2015, realisasi kegiatan FIFGROUP Kesehatan Masyarakat dilaksanakan melalui kegiatan Posyandu, Donor Darah, Pelayanan Kesehatan serta memberikan pelayanan Mobil Tim Medis. FIFGROUP Public Health As a Commitment of FIFGROUP to bring better living standard for the society, FIFGROUP organized Public Health program as part of FIFGROUP ESR. In 2015, realization of FIFGROUP Public Health activity was undertaken through Posyandu, Blood Donation, Health Service, and providing Medical Team Car service programs. ANALISA DAN PEMBAHASAN MANAJEMEN MANAGEMENT DISCUSSION AND ANALYSIS Hingga 31 Desember 2015, FIFGROUP memiliki 30 Posyandu Binaan yang tersebar di berbagai wilayah, yang diantaranya Sumatera, Jawa, Kalimantan, Sulawesi, dan NTT. As of December 31, 2015, FIFGROUP had 30 partner Posyandu spread across the region covering Sumatera, Java, Kalimantan, Sulawesi and NTT. Realisasi kegiatan kesehatan masyarakat lainnya adalah kegiatan donor darah mencapai 11,034 pendonor darah berhasil, 2,691 pasien terlayani dalam pelayanan kesehatan gratis dan 9,376 orang terlayani melalui fasilitas Mobil Tim Medis. Serta pembagian masker gratis untuk korban asap di wilayah Kalimantan. Realization of other public health activities were blood donation to 11,034 donors, 2,691 patients served in free medical treatment and 9,376 patients served through Medical Team Car. And 2,200 free masks donation for haze disaster victim in Kalimantan area. TATA KELOLA PERUSAHAAN GOOD CORPORATE GOVERNANCE TANGGUNG JAWAB SOSIAL PERUSAHAAN CORPORATE SOCIAL RESPONSBILITY Annual Report 2015 PASSIONATE TEAM, Achieve New Records! 11

14 FIFGROUP Hubungan Masyarakat Untuk mempererat hubungan dengan masyarakat, FIFGROUP juga melaksanakan FIFGROUP Hubungan Masyarakat sebagai bagian dari ESR FIFGROUP. Selama tahun 2015, FIFGROUP membangun hubungan masyarakat dengan memberikan sumbangan lingkungan di Ring 1 cabang-cabang FIFGROUP. FIFGROUP Public Relation To strengthen public relation, FIFGROUP also exercised FIFGROUP Public Relation activity as part of FIFGROUP ESR activity. In 2015, FIFGROUP established public relation by giving environment donation to neighborhood in Ring 1 area of FIFGROUP branch offices. Di bidang keagamaan, FIFGROUP juga memberikan dukungan berupa amal untuk rumah ibadah serta Renovasi 17 Rumah Ibadah, yaitu di wilayah Jakarta, Batam, Yogyakarta, Pematang Siantar, Depok, Kediri, Cikande, Muko-muko, Probolinggo, Batu Raja, Kepanjen, Lampung, Blora, dan Tasikmalaya. On religious sector, FIFGROUP also gave support in form of donation for worship places and House Renovation to 17 Religious Place in Jakarta, Batam, Yogyakarta, Pematang Siantar, Depok, Kediri, Cikande, Muko-muko, Probolinggo, Batu Raja, Kepanjen, Lampung, Blora, and Tasikmalaya. 12 Laporan Tahunan 2015 PASSIONATE TEAM, Achieve New Records!

15 FIFGROUP juga secara rutin memberikan sumbangan dalam bentuk Qurban yang pada tahun 2015 berhasil direalisasikan melalui pemotongan 402 kambing dan 3 sapi di 137 kantor cabang FIFGROUP di seluruh Indonesia, dan kemudian membagikan 16,730 paket daging kepada masyarakat di sekitar kantor operasional FIFGROUP. Sebagai bagian dari kegiatan CSR, selama tahun 2015 FIFGROUP juga menyelenggarakan donasi kitab suci dalam kegiatan "tebar kitab suci nusantara" dengan membagikan kitab suci di berbagai wilayah. FIFGROUP also regularly disbursed Animal Scarifying as donation, which in 2015 done by scarifying 402 goats and 3 cows in 137 FIFGROUP branches across Indonesia, and donated 16,730 meat packages to the society live in FIFGROUP operational area neighborhood.as part of CSR activity, FIFGROUP also donated holy book in "national holy book donation" event by disbursing 5,705 holy book in various area. ANALISA DAN PEMBAHASAN MANAJEMEN MANAGEMENT DISCUSSION AND ANALYSIS Selanjutnya, sebagai wujud kontribusi FIFGROUP dalam aspek sosial kemasyarakatan. Perusahaan juga menyediakan Bis Sosial yang ditujukan untuk menunjang kegiatan masyarakat, seperti kegiatan sekolah, keagamaan, sosial dan penunjang pelayanan kesehatan. Pada tahun 2015, Bis Sosial yang disediakan oleh FIFGROUP berhasil melayani 25,102 penumpang dari lembaga sosial. Further, as a contribution of FIFGROUP on social community aspect. The Company also provides Social Car and Social Bus dedicated to support activity of the society namely school, religious, social and health supporting activities. In 2015, Social Car and Social Bus provided by FIFGROUP succeeded in serving 25,102 passengers from social agency. TATA KELOLA PERUSAHAAN GOOD CORPORATE GOVERNANCE TANGGUNG JAWAB SOSIAL PERUSAHAAN CORPORATE SOCIAL RESPONSBILITY Annual Report 2015 PASSIONATE TEAM, Achieve New Records! 13

16 Tanggung Jawab Sosial terkait Perlindungan Pelanggan Sebagai perusahaan penyedia jasa FIFGROUP mengedepankan perlindungan pelanggan sebagai komitmen dalam memberikan layanan pembiayaan. Perusahaan menyediakan informasi terkini terkait dengan akun kredit konsumen yang dapat diakses melalui SMS, Halo FIF , & billing statement. Setiap Pengaduan/keluhan pelanggan ditangani oleh PIC pengaduan konsumen di cabang: CRE, untuk pengaduan/keluhan pelanggan di media massa akan ditangani oleh Corporate Communication atau PIC PR, dan untuk pengaduan/keluhan pelanggan di sarana lainnya akan ditangani oleh agent call center. Keluhan/pengaduan pelanggan melalui channel yang telah ditentukan ditindaklanjuti dan diselesaikan paling lambat 20 hari kerja setelah tanggal penerimaan keluhan/pengaduan. Corporate Social Responsibility Related with Consumer Protection As a service provider company, FIFGROUP promotes consumer protection as our commitment in disbursing financing service. The Company provides current information related with consumers loan account accessible through SMS, Halo FIFGROUP & Billing statement. Every consumers complaint will be handled by consumer complaint PIC at branch: CRE for consumer complaint in mass media will be handled by Corporate Communication or PIC PR, and for consumer complaint in other channels will be handled by call canter agent. The consumer complaint submitted via determined channels will be handled and settled the latest within 20 working days after the date of complaint received. Proses layanan pengaduan pelanggan tersebut dilaksanakan dengan prosedur sebagai berikut: Customer mengajukan pengaduan/keluhan kepada FIFGROUP baik melalui website call center (HALLO FIF ), social Media FIF Club (Facebook & Twitter), media massa nasional (cetak & elektronik), maupun langsung disampaikan ke cabang terdekat PIC masing-masing channel melakukan register pengaduan/keluhan di system dan menyerahkan tanda terima pengaduan/keluhan kepada pelanggan PIC HO melakukan distribusi pengaduan/ keluhan pelanggan kepada pihak-pihak yang harus melakukan follow up. PIC follow-up mengkonfirmasi pengaduan/ keluhan kepada pelanggan dan menyampaikan pengaduan/keluhan ke fungsi terkait Fungsi terkait memberikan laporan hasil analisa pengaduan/keluhan pelanggan ke PIC Follow-up PIC Follow-up menyampaikan penyelesaian pengaduan/keluhan kepada pelanggan, permohonan maaf & ganti rugi (jika diperlukan) Consumer complaint process is implemented under following procedure: Customer submits complaint to FIFGROUP via website call center (HALLO FIF ), social media FIF Club (Facebook & Twitter), national mass media (printed & electronic), or directly submitted to nearest branch office. PIC for each channel will register the complaint in our system and give complaint receive to the consumer. HO PIC will distribute consumer complaint to several parties being in charge to make the follow-up. Follow-up PIC will confirm complaint to consumer and deliver the complaint to related function. Related function will provide consumer complaint analysis report to PIC Follow-up Follow-up PIC deliver complaint settlement to the consumer, apology and compensation (if considered necessary) 14 Laporan Tahunan 2015 PASSIONATE TEAM, Achieve New Records!

17 Untuk melengkapi prosedur pengaduan keluhan nasabah, FIFGROUP telah merancang mekanisme pengaduan pelanggan FIFGROUP yang digambarkan dalam skema berikut: Realisasi penanganan pengaduan pelanggan terkait financial transaction di FIFGROUP selama tahun 2015 untuk kategori permasalahan Collection, Denda, Proses Pengajuan, Remedial, Telat dan Tanggal Jatuh Tempo berjumlah 67 pengaduan diterima dengan tingkat penyelesaian 67 pengaduan atau 100%. To equip consumer complaint procedure, FIFGROUP has arranged FIFGROUP consumer complaint mechanism illustrated below: Realization of consumer complaint handling related with financial transaction in FIFGROUP for 2015 on several categories including Collection, Penalty, Proposal, Remedy, Late Charge and Maturity were received in 67 complaints with settlement level of 67 complaints or 100%. ANALISA DAN PEMBAHASAN MANAJEMEN MANAGEMENT DISCUSSION AND ANALYSIS Praktik Kesehatan dan Keselamatan Kerja Occupational Health, and Safety Practice Selama tahun 2015, perwujudan komitmen FIFGROUP dalam aspek Kesehatan dan Keselamatan Kerja dilaksanakan melalui pengadaan pelatihan penggunaan APAR di cabang, pelatihan Tim Kesiapsiagaan & Tanggap Darurat (TKTD) di cabang, mengadakan penyuluhan kesehatan di puskesmas dan posyandu Ring 1 cabang, serta mengadakan pengobatan gratis. In 2015, FIFGROUP s commitment actualization on occupational health and safety aspect is carried out through Fire Extinguisher training at Branch, natural disaster simulation at branch health counseling in Puskesmas (District Health Agency) and Posyandu (Health Outlet) at Ring 1 of Branch and also hosted a free medical treatment. TATA KELOLA PERUSAHAAN GOOD CORPORATE GOVERNANCE TANGGUNG JAWAB SOSIAL PERUSAHAAN CORPORATE SOCIAL RESPONSBILITY Annual Report 2015 PASSIONATE TEAM, Achieve New Records! 15

18 Evaluasi ESR FIFGROUP Evaluasi pelaksanaan EHS dan CSR FIFGROUP dilakukan secara berkala untuk memastikan kualitas serta efisiensi bantuan yang diberikan dengan standardisasi Astra Green Company (AGC) sebagai rujukan pelaksanaan tanggung jawab bidang lingkungan, kesehatan & keselamatan kerja dan Astra Friendly Company (AFC) sebagai rujukan pelaksanaan tanggung jawab bidang sosial. FIFGROUP ESR Evaluation Evaluation of FIFGROUP ESR and EHS implementation is performed periodically to ensure quality and efficiency of donation given applying Astra Green Company (AGC) standardization as a guideline of environment responsibility activity and Astra Friendly Company (AFC) as guideline of social responsibility activity. AGC terdiri dari empat komponen yaitu Green Strategy, Green Process, Green Product, dan Green Employee. Masing-masing pilar menjadi payung bagi kebijakan, mekanisme, hasil akhir berupa produk dan layanan, serta perilaku karyawan. Sementara, AFC mengedepankan tiga komponen utama value, mindset, dan behavior. Melalui AGC dan AFC, setiap cabang FIFGROUP setiap tahun menjalani penilaian atas kinerjanya di kedua bidang tersebut. AGC menerapkan tiga macam penilaian self assessment, cross-assessment yang merupakan penilaian antar cabang, dan corporate assessment yang dilaksanakan PT Astra International Tbk. AGC consists of four components of Green Strategy, Green Process, Green Product and Green Employee. Each of the pillars covers the policy, mechanism, final outcome as product and service and employee behavior. Meanwhile, AFC emphasizes three core components of value, mindset and behavior. Through AFC and AGC, every branch of FIFGROUP undertakes an assessment annually to performance achieved in those aspects. AGC applies three types of selfassessment, cross-assessment as inter-branch assessment and corporate assessment carried out by PT Astra International Tbk. Selanjutnya, AFC menilai kinerja cabang berdasarkan Indikator Kinerja Utama bagi penerapan inisiatifinisiatif tanggung jawab sosial. Hasil penilaian AGC adalah predikat Emas (tertinggi), Hijau, Biru, Merah dan Hitam (terendah), sementara AFC memberlakukan predikat Bintang 5 (tertinggi), Bintang 4, Bintang 3, Bintang 2, dan Bintang 1 (terendah). Hereinafter, AFC assessed performance of branch office based on Key Performance Indicators for the implementation of social responsibility initiatives. Result of AGC assessment is Golden (Highest), Green, Blue and Red (lowest) predicates, while, AFC grants 5 stars (highest), 4 stars, 3 stars, 2 stars and 1 star (lowest) predicates. FIFGROUP ESR assessment is done internally by FIFGROUP AGC and AFC. 16 Laporan Tahunan 2015 PASSIONATE TEAM, Achieve New Records!

19 Hasil Evaluasi pelaksanaan kegiatan ESR FIFGROUP selama tahun 2015 digambarkan sebagai berikut: Achievement AFC in 2015 Achievement AGC in Result of FIFGROUP activity assessment for 2015 is shown below: ANALISA DAN PEMBAHASAN MANAJEMEN MANAGEMENT DISCUSSION AND ANALYSIS Stars 4 Stars 3 Stars Golden Green Blue TATA KELOLA PERUSAHAAN GOOD CORPORATE GOVERNANCE TANGGUNG JAWAB SOSIAL PERUSAHAAN CORPORATE SOCIAL RESPONSBILITY Annual Report 2015 PASSIONATE TEAM, Achieve New Records! 17

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