Ethical business practices are of utmost importance to Matahari. Our commitment is reflected in the way we conduct our business and the way we treat our employees. We are dedicated to operating with the highest standards of ethics and integrity, and adhere to policies and procedures designed for good governance.

Our programs in this pillar focus on anti-corruption and customer responsibility.

• Anti-corruption: To ensure that ethical business is internalized throughout the Company and its supply chain, we have established and communicated our Gratification Policy to all employees and related parties.
• Customer responsibility: As part of our commitment to providing the best quality to our customers, we continuously conduct quality checks on all products and manage data breach risks through a series of improvements in Information Technology security capabilities. Our Customer Privacy Policy provides transparency on the information we collect, how we use that information, and our commitment to complying with all applicable regulations governing that information.

  We understand that customers entrust us with their personal information, and we have a responsibility to those individuals to respect their privacy rights. Our Customer Privacy Policy provides transparency on the information we collect, how we use that information, and our commitment to complying with all applicable regulations governing that information.

  To ensure that customer data leakage risks are well managed, we have enhanced Information Technology (IT) security through a 24x7 Security Operation Center (SOC), completed Vulnerability Assessment (VA) of IT network infrastructure, improved endpoint antivirus with next-generation capabilities, and enhanced Back-up solutions with ransomware protection. We also continuously promote IT Cyber Security awareness to all users to reduce the potential for breaches and data leakage.

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

  We welcome suggestions, complaints, constructive criticism and requests for information about Matahari products and services, our stores, matahari.com, Matahari Rewards or other promotions. These can be submitted through our customer service channels as follows:
• Customer service counter at all Matahari stores during operating hours;
• Halo Matahari customer call centre, which can be reached at (021) 1500038 from 08.00 to 22.00, Monday-Sunday;
• Email to halo@matahari.com;
• Matahari website, www.matahari.com
• Our social media accounts:
• • Facebook: matahari
  • Instagram: matahari
  • Twitter: @gayamatahari
  • YouTube: Matahari
  • TikTok: @tiktokmatahari

Customer inquiries and complaints are initially handled by customer service operators. If they cannot be resolved immediately, they are forwarded to the relevant department for follow-up. All feedback from customers is recorded and used to guide improvements in the quality of our products and services.