Ethical business practices are critically important to Matahari. Our commitment is reflected in the way we do our business and the way we treat our people. We are dedicated to operating with the highest standards of ethics and integrity, as well as complying with policies and procedures designed for good corporate governance.

Our programs in this pillar are focused on anticorruption and customer responsibilities.

• Anticorruption: The Company is committed to fully supporting the efforts made by all parties in creating a business climate free from corrupt practices and gratification. To ensure that ethical business is internalized across our company and supply chain, we have established and communicated the Gratification Policy to all employees and related parties.
• Customer responsibilities: As one of our commitments to provide the highest quality to our customers, we continuously perform quality checks on all products. We ensure all products have passed the quality control process according to prevailing standards such as the Indonesian National Standard (SNI) and occupational, health and environmental safety (K3L). All of our products, particularly baby products and cosmetics, are clearly labeled with information (where relevant). We also ensure that we provide equal service to all customers without discriminating against any of our customers' backgrounds.

  Furthermore, we understand that customers entrust their personal information with us, and we have a responsibility to respect their rights for privacy. Our Customer Privacy Policy provides transparency into the information we collect, how we use that information, and our commitment to following all applicable laws governing that information.

  To ensure the risk of customer data breaches are properly managed, we have improved our Information Technology (IT) security through the Security Operation Center (SOC) operating 24x7, completed a Vulnerability Assessment (VA) to our IT network infrastructure, upgraded end-point antivirus with the next-generation capability, and upgraded Back-up solution with ransomware protection. We also continuously raise IT Cyber ​​Security awareness to all users to mitigate potential data breaches and leakages.

  Ensuring that our customers are satisfied with our products and services is a high priority for Matahari. Our exchange policy allows customers to exchange certain goods for similar products within 7 days of purchase, or within 14 days for products purchased online.

  We welcome feedback, complaints, constructive suggestions and requests for information about Matahari's products and services, our stores, Matahari.com, Matahari Rewards or any of our promotions. These can be conveyed through any of our customer service channels below:
• In-store customer service desks in all Matahari stores during store opening hours;
• Halo Matahari customer call center, which can be reached at (021) 1500038 from 08.00 to 22.00
• Email to hello@matahari.com
• Sun website, www.matahari.com
• Through our social media accounts:

• • Facebook: Matahari
  • Instagram: Matahari
  • Twitter: @gayamatahari
  • YouTube: Matahari
  • TikTok: @tiktokmatahari

Customer queries and complaints are addressed initially by the customer service operator. If they cannot be resolved immediately, they are forwarded to the relevant department for follow-up. All customer feedback is logged and used to guide improvements in the quality of our products and service.