Kalbe strives to maintain customer trust by applying the principle of prudence and prioritizing customer safety and service. This is executed through a comprehensive and integrated quality management system and a program of stringent quality controls.
All production facilities must comply with the national requirements for current Good Manufacturing Standard (GMP) issued by the Indonesian Food and Drug Administration (Badan Pengawas Obat dan Makanan or BPOM). In addition, Kalbe’s facilities are certified with internationally recognized standards such as ISO 9001 for Quality Management System, ISO 14001 for Environmental Management Standard, OHSAS 18001 for Occupational Health and Safety, HACCP or Hazard Analysis and Critical Control Points for food safety analysis, and ISO 22000 for food safety management.
Kalbe’s marketing communication activities are implemented in compliance with prevailing regulations issued by BPOM as the supervisory body that oversees drugs and food safety in Indonesia.
In accordance with the ethical standard requirements, product information and claims should be presented in a fair and objective manner, based on scientific evidences. Kalbe ensures that product information is presented in non-misleading manner to avoid any misinterpretation. Latest product information including product safety, contra-indication, warning and side effects, must be approved by BPOM.
Product information is available online through several websites, including www.kalbenutritionals.com for nutritionals products and www.ahlinyalambung.com for Kalbe’s antacid product, Promag. Other general information is available via the Company’s corporate website, www.kalbe.co.id.
The Company keeps samples of products from every production batch until after the expiry date. In the event of complaints, the Company will be able to trace the issues using the product samples kept.
Kalbe has established its Kalbe Customer Care, a contact channel where customers can check, ask questions, and file complaints. Kalbe Customer Care provides a toll free hotline number (0800-140-2000), email address (firstname.lastname@example.org) and a Blackberry PIN, 25DCA47C. Kalbe Customer Care has been awarded with ISO 9001:2000 certification.
In 2017, Kalbe Customer Care received more than 530,273 customer contacts, most of which were requests for product information and promotions.