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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
PT FEDERAL INTERNATIONAL FINANCE
Laporan Tahunan 2015 – PASSIONATE TEAM, Achieve New Records!
LAPORAN KEPADA PEMANGKU KEPENTINGAN
REPORT TO STAKEHOLDERS
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 2015
7
Pelestarian Lingkungan
Environment Preservation
8
Pelibatan dan Pengembangan
Masyarakat
Community involvement and
Development
PROFIL PERUSAHAAN
COMPANY PROFILE
3
TINJAUAN OPERASIOnAL
OPERATIONAL REVIEW
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
PT FEDERAL INTERNATIONAL FINANCE
Annual Report 2015 – PASSIONATE TEAM, Achieve New Records!
1
2
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.
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.
Unit Kerja ESR FIFGROUP dibagi menjadi 4 bagian
yaitu Astra Green Company, Astra Friendly Company,
FIFGROUP ESR Working Unit is divided into 4
divisions which are Astra Green Company, Astra
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Friendly Company, Social Responsibility and EHS
with Organization structure is illustrated below:
ANALISA DAN PEMBAHASAN MANAJEMEN
MANAGEMENT DISCUSSION AND ANALYSIS
Social Responsibility dan EHS, dengan struktur
organisasi sebagai berikut:
President Director
(Excecutive in Charge)
HC & GS Director
(Director in Charge)
General Support
Division Head
Corporate Security &
EHSSR Dept. Head
Corp. EHS &
Social Responsibility
Sub. Dept. Head
Astra
Friendly Company
Corporate Social
Responsibility
EHS
FIFGROUP CSR Principle and
Framework
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.
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.
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.
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.
PT FEDERAL INTERNATIONAL FINANCE
TANGGUNG JAWAB SOSIAL PERUSAHAAN
CORPORATE SOCIAL RESPONSBILITY
Prinsip dan Landasan CSR
FIFGROUP
Annual Report 2015 – PASSIONATE TEAM, Achieve New Records!
TATA KELOLA PERUSAHAAN
GOOD CORPORATE GOVERNANCE
Astra
Green Company
Corporate Security
Sub. Dept. Head
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4
Visi dan Misi ESR FIFGROUP
FIFGROUP ESR Vision and Mission
Pelaksanaan kegiatan ESR di FIFGROUP didasarkan
pada visi dan misi ESR FIFGROUP yaitu:
CSR activity implementation in FIFGROUP is based
on FIFGROUP CSR Vision and Mission, which are:
VISI
VISION
Memastikan FIFGROUP menjadi perusahaan yang
dikagumi serta memberikan nilai tambah bagi
masyarakat dan lingkungan sekitar.
Ensuring FIFGROUP to be an admired Company and
provide added-value for surrounding society and
environment.
MISI
MISSION
•
Membantu meningkatkan kualitas hidup
masyarakat di sekitar lingkungan kantor.
•
Contribute in improving living standard of the
society in the Company’s neighborhood.
•
Membangun hubungan yang harmonis dengan
komunitas sekitar lingkungan kantor dan
karyawan.
•
Build a harmonious relationship with community
in the Company’s neighborhood and employees
as well.
•
Membangun image perusahaan yang positif
bagi masyarakat.
•
Build positive corporate image among the
society.
•
Mendukung proses lini bisnis perusahaan.
•
Support process in the Company’s business line.
•
Menciptakan lingkungan kerja yang nyaman,
aman dan sehat bagi karyawan.
•
Establish comfortable, safety and healthy
working environment.
VALUE BAGI PERUSAHAAN
VALUE FOR THE COMPANY
•
Memelihara dan meningkatkan citra perusahaan.
•
Maintain and improve corporate image.
•
Membangun hubungan baik dengan masyarakat
sekitar kantor.
•
Establish harmonious relationship with the
society in the Company’s neighborhood.
•
Mendukung operasional & Line of Business
perusahaan.
•
Support Company’s operational & Line of
Business.
•
Sarana aktualisasi perusahaan dan karyawan.
•
As means of actualization for the Company and
employees.
•
Mengurangi potensi gangguan masyarakat
terhadap perusahaan.
•
Reduce public disturbance potential against the
Company.
•
Membuka akses untuk investor.
•
Open access for investors.
•
Pembeda competitor.
•
Uniqueness from the competitors.
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VALUE FOR THE SOCIETY
•
•
Membantu
meningkatkan
kesejahteraan
masyarakat, kualitas pendidikan, sosial & budaya,
kesehatan masyarakat, kelestarian lingkungan
hidup, tersedianya sarana prasarana yang memadai,
mengurangi kesenjangan sosial ekonomi.
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 BAGI KARYAWAN
VALUE FOR EMPLOYEES
•
•
Employee Engagement, Bangga bekerja di
FIFGROUP
ANALISA DAN PEMBAHASAN MANAJEMEN
MANAGEMENT DISCUSSION AND ANALYSIS
VALUE BAGI MASYARAKAT
Employee Engagement, being proud for working
at FIFGROUP.
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:
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 NonSharia 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
Program ESR 2015
Syariah dan aktual esr
sharia and actual esr
1.615.546.950
6.004.061.917
realisasi budget csr 2015
Syariah
Sharia
TANGGUNG JAWAB SOSIAL PERUSAHAAN
CORPORATE SOCIAL RESPONSBILITY
Aktual ESR
Actual ESR
realisasi budget EHS 2015
actual csr 2015
actual EHS 2015
5%
7%
39%
15%
42%
78%
14%
Pendidikan
Education
IGA
IGA
Lingkungan Kerja
Working environment
Kesehatan
Health
Lingkungan Hidup
Environment
Keselamatan Kerja
Occupational safety
Kesehatan Kerja
Occupational health
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Kegiatan Activities
Activity 2015 As Of December 2015
FIF Pendidikan FIF Education
Pelatihan Guru
Teacher Training
3.766 guru mendapatkan pelatihan
3.766 teachers participated in training
FIFGROUP Mengajar
Teaching FIFGROUP
94 sekolah, 1719 jam, 7897 siswa/i
94 schools, 1719 hours, 7897 students
Beasiswa SD
Scholarship for Elementary School
202 Internal & 41 Eksternal
202 Internal & 37 External
Beasiswa SMP
Scholarship for Junior High School
29 Internal & 41 Eksternal
29 Internal & 34 External
Beasiswa SMU
Scholarship for High School
23 Internal & 10 Eksternal
23 Internal & 10 Eksternal
Beasiswa Perguruan Tinggi
Scholarship for Universities
15 Mahasiswa
15 Students
Renovasi dan Perlengkapan Sekolah
School Renovation and Equipment
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
10 Kelompok IGA bergulir dan 7 Kelompok IGA Non begulir
10 revolving IGA groups and 7 Non-Revolving IGA Groups
Pelatihan UKM & Sharing Tips
Small Enterprise & Revolving Fund
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
30 Posyandu Binaan
30 Partner Posyandu
Donor Darah
Blood Donation
11.034 pendonor darah berhasil
11.034 succeeded donors
Pelayanan Kesehatan Gratis
Free Medical Treatment
2,691 pasien terlayani, 2,200 masker gratis
2,691 patients, 2,200 free masks
Mobil Tim Medis
Mobil Tim Medis
9,376 orang terlayani
9,376 people served
FIF Lingkungan Hidup FIF Environment
Penghijauan Hutan Kota dan Konservasi
City Forest Planting and Conservation
3.072 pohon untuk penghijauan
3.072 trees for reforestation
Program Cleaner Production
Cleaner Production Program
Program reduce, reuse dan recycle
Reduce, reuse and recycle program
FIF Hubungan Masyarakat FIF Public Relation
6
Sumbangan Lingkungan
Environment Donation
39 Yayasan / Panti Asuhan
39 foundations / Orphanage
Amal untuk Rumah Ibadah
Religious Place Donation
17 Rumah Ibadah
17 Religious Place
Khitanan Massal
Mass Circumsision
234 anak
234 children
Qurban
Animal Sacrifying
402 kambing dan 3 sapi di 137 cabang
402 goats and 3 cows at 137 branch offices
Program Difable Mandiri
Independent Disability Program
Program bekerja di perusahaan untuk para difable
Internship program for people with disabilities
Mobil Sosial dan Bis Sosial
Social Car and Social Bus
Melayani 25.102 Penumpang dari 1,141 Lembaga
Serving 25.102 Passengers from 1,141 Institutions
PT FEDERAL INTERNATIONAL FINANCE
Laporan Tahunan 2015 – PASSIONATE TEAM, Achieve New Records!
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.
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.
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
Environment Preservation
ANALISA DAN PEMBAHASAN MANAJEMEN
MANAGEMENT DISCUSSION AND ANALYSIS
Pelestarian Lingkungan
TANGGUNG JAWAB SOSIAL PERUSAHAAN
CORPORATE SOCIAL RESPONSBILITY
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Pelibatan dan Pengembangan
Masyarakat
Community involvement and
Development
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.
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 Peduli Pendidikan
FIFGROUP Education
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 3.766 guru yang berasal dari
Padalarang, Lubuk Pakam, Serang, Pontianak,
Palembang, Cikarang, Mataram, Garut dan Head
Office di bidang Pakem, Hypnoteaching, sosialisasi
pendidikan inspiratif.
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.
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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.
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.
TATA KELOLA PERUSAHAAN
GOOD CORPORATE GOVERNANCE
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.
ANALISA DAN PEMBAHASAN MANAJEMEN
MANAGEMENT DISCUSSION AND ANALYSIS
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.
TANGGUNG JAWAB SOSIAL PERUSAHAAN
CORPORATE SOCIAL RESPONSBILITY
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FIFGROUP Pemberdayaan Ekonomi
Masyarakat
FIFGROUP Community Economic
Development
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.
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
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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.
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.
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 2.200 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
FIFGROUP Public Health
ANALISA DAN PEMBAHASAN MANAJEMEN
MANAGEMENT DISCUSSION AND ANALYSIS
FIFGROUP Kesehatan Masyarakat
TANGGUNG JAWAB SOSIAL PERUSAHAAN
CORPORATE SOCIAL RESPONSBILITY
PT FEDERAL INTERNATIONAL FINANCE
Annual Report 2015 – PASSIONATE TEAM, Achieve New Records!
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FIFGROUP Hubungan Masyarakat
FIFGROUP Public Relation
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.
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.
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Laporan Tahunan 2015 – PASSIONATE TEAM, Achieve New Records!
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 1.141 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 1.141 social agency.
TATA KELOLA PERUSAHAAN
GOOD CORPORATE GOVERNANCE
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
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
5.705 kitab suci di berbagai wilayah.
TANGGUNG JAWAB SOSIAL PERUSAHAAN
CORPORATE SOCIAL RESPONSBILITY
PT FEDERAL INTERNATIONAL FINANCE
Annual Report 2015 – PASSIONATE TEAM, Achieve New Records!
13
14
Tanggung Jawab Sosial
terkait Perlindungan
Pelanggan
Corporate Social
Responsibility Related with
Consumer Protection
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 1500343, & billing statement.
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
1500343 & 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.
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
www.fifkredit.co.id, call center (HALLO FIF1500343), social Media FIF Club (Facebook
& Twitter), media massa nasional (cetak &
elektronik), maupun langsung disampaikan ke
cabang terdekat
Consumer complaint process is implemented under
following procedure:
• Customer submits complaint to FIFGROUP via
website www.fifkredit.co.id, call center (HALLO
FIF-1500343), social media FIF Club (Facebook
& Twitter), national mass media (printed &
electronic), or directly submitted to nearest
branch office.
•
PIC masing-masing channel melakukan
register pengaduan/keluhan di system dan
menyerahkan tanda terima pengaduan/keluhan
kepada pelanggan
•
PIC for each channel will register the complaint
in our system and give complaint receive to the
consumer.
•
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
HO PIC will distribute consumer complaint
to several parties being in charge to make the
follow-up.
•
•
Fungsi terkait memberikan laporan hasil analisa
pengaduan/keluhan pelanggan ke PIC Follow-up
Follow-up PIC will confirm complaint to
consumer and deliver the complaint to related
function.
•
•
PIC Follow-up menyampaikan penyelesaian
pengaduan/keluhan
kepada
pelanggan,
permohonan maaf & ganti rugi (jika diperlukan)
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)
PT FEDERAL INTERNATIONAL FINANCE
Laporan Tahunan 2015 – PASSIONATE TEAM, Achieve New Records!
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%.
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%.
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
To equip consumer complaint procedure, FIFGROUP
has arranged FIFGROUP consumer complaint
mechanism illustrated below:
ANALISA DAN PEMBAHASAN MANAJEMEN
MANAGEMENT DISCUSSION AND ANALYSIS
Untuk melengkapi prosedur pengaduan keluhan
nasabah, FIFGROUP telah merancang mekanisme
pengaduan pelanggan FIFGROUP yang digambarkan
dalam skema berikut:
TANGGUNG JAWAB SOSIAL PERUSAHAAN
CORPORATE SOCIAL RESPONSBILITY
PT FEDERAL INTERNATIONAL FINANCE
Annual Report 2015 – PASSIONATE TEAM, Achieve New Records!
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Evaluasi ESR FIFGROUP
FIFGROUP ESR Evaluation
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.
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.
PT FEDERAL INTERNATIONAL FINANCE
Laporan Tahunan 2015 – PASSIONATE TEAM, Achieve New Records!
Achievement AFC in 2015
100
Result of FIFGROUP activity assessment for 2015 is
shown below:
Achievement AGC in 2015
100
99
90
90
80
80
70
70
60
60
50
50
40
40
30
30
20
6
ANALISA DAN PEMBAHASAN MANAJEMEN
MANAGEMENT DISCUSSION AND ANALYSIS
Hasil Evaluasi pelaksanaan kegiatan ESR FIFGROUP
selama tahun 2015 digambarkan sebagai berikut:
6
22
20
TATA KELOLA PERUSAHAAN
GOOD CORPORATE GOVERNANCE
10
20
64
10
5 Stars
4 Stars
3 Stars
Golden
Green
Blue
TANGGUNG JAWAB SOSIAL PERUSAHAAN
CORPORATE SOCIAL RESPONSBILITY
PT FEDERAL INTERNATIONAL FINANCE
Annual Report 2015 – PASSIONATE TEAM, Achieve New Records!
17
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