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PA R T/ 01.
Sustainable
Transformation
Towards Excellence
2023 SUSTAINABILITY
REPORT
PT TELKOM INDONESIA (PERSERO ) TBK S U STA I N A B I L I TY R E P O RT 202 3 A
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THEME Sustainable Transformation Towards Excellence Investment in developing the latest technology, such as 5G networks, digital services, and artificial intelligence-based solutions, is a strategic step in achieving business excellence. With an emphasis on social responsibility and responsible resource management, PT Telkom Indonesia (Persero) Tbk (Telkom) strives to create a harmonious balance between achieving business excellence and implementing sustainable practices. In the steps towards transformation, Telkom carries out its business activities while consistently implementing ESG-based sustainability initiatives to achieve superior performance in the future. These sustainability initiatives include efficiency activities in business processes, efforts to improve data security and cyber security systems, environmentally friendly business practices, development of technological innovation and digitalization, application of business ethics, and continuing to innovate in improving customer experiences. DISCLAIMER PT Telkom Indonesia (Persero) Tbk, known as “Telkom”, has released its 2023 Sustainability Report which provides data and information on economic performance and environmental, social, governance (ESG) and sustainable development goals (SDG). The significant issues in this report were selected by considering the impact and concerns of stakeholders. The data and information presented are sourced from various reliable sources within TelkomGroup. This report reports on the performance of “TelkomGroup” or “Telkom” which includes the performance of PT Telkom Indonesia (Persero) Tbk and its subsidiaries. This report also includes forward-looking statements by Telkom, including future targets, expectations, estimates, or projections. Telkom recognizes the risk of uncertainty in information regarding future targets and forecasts. Therefore, as part of good governance practices, Telkom cautions readers that these views may still need to be fully realized.
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TABLE OF CONTENT
THEME 60 Social: Value for the People (Right
People)
DISCLAIMER 60 Costumer as Main Priority
TABLE OF CONTENT 66 Human Resources
Management
76 Community Involvement and
01 HIGHLIGHT Development
4 About Sustainability Report
80 Governance: Value-Added
6 Explanation of the President
Business (Right Governance)
Commissioner
80 Corporate Governance
10 Explanation of the President
Director 81 Stakeholder Engagement
16 Company Profile 82 Risk and Crisis Management
24 Sustainability Achievements and 82 Business Ethics and
Overview Compliance
26 Appreciations and Awards 83 Anti-Corruption, Anti-Bribery,
and Anti-Fraud Policies
28 Certifications
86 Privacy Protection and Data
29 Membership in Association Security
91 Sustainable Economic Value
Creation
02 TELKOM SUSTAINABILITY
92 Responsible Supply Chain
32 Sustainability Governance
33 Sustainability Strategy
04 APPENDICES
38 Sustainability Risk Management
96 Appendix 1: Membership in
40 Sustainability Metrics and Targets Association
98 Appendix 2: Glossary
SUSTAINABILITY
03 PERFORMANCE
100 Appendix 3: Abbreviation
102 Appendix 4: Reference of OJK
Regulation No. 51/POJK.04/2017
50 Environmental: Value for the
and OJK Circular Letter No. 16/
Planet (Right Environmental
SEOJK.04/2021
Approach)
104 Appendix 5: GRI Standard Index
50 Eco-Friendly Work Culture
50 Energy and Emissions 107 Appendix 6: SASB Index
Management
57 Water Management
57 Biodiversity Preservation
58 Waste Management
59 Environmental Initiatives
Involving External Parties
PT TELKOM INDONESIA (PERSERO ) TBK S U STA I N A B I L I TY R E P O RT 202 3 1
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HIGHLIGHT 2 S U STA I N A B I L I TY R E P O RT 202 3 PT TELKOM INDONESIA (PERSERO ) TBK
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PA R T/ 01.
01.
Highlight
PT TELKOM INDONESIA (PERSERO ) TBK S U STA I N A B I L I TY R E P O RT 202 3 3
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HIGHLIGHT
ABOUT SUSTAINABILITY REPORT
REPORTING PERIOD
This Sustainability Report contains data and information on environmental, social, governance, and economic
performance. Telkom publishes the Sustainability Report annually; the previous period report was published in April
2023. The reporting period is January 1, 2023 - December 31, 2023, by the consolidated financial reporting period. [2-2]
[2-3]
REPORTING STANDARDS
1. Financial Services Authority Regulation (POJK) No. 51/POJK.03/2017 on the Implementation of Sustainable
Finance for Financial Services Institutions, Issuers and Public Companies.
2. OJK Circular Letter No. 16/SEOJK.04/2021 concerning the Form and Content of the Annual Report of Issuers or
Public Companies.
3. Global Reporting Initiative (GRI) Standards 2021, with alignment: ‘in reference to the GRI Standards’.
4. Sustainability Accounting Standards Board (SASB) Telecommunication Services Sustainability Accounting
Standard 2021.
5. Early adoption of International Financial Reporting Standard (IFRS) S1 and S2.
In this report, we restate some information from previous reporting, including data on energy and emissions generated
by the Data Center. The change in data is due to the difference in calculation method from data center capacity basis
to occupancy basis. [2-4]
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PA R T/ 01. REPORT ASSURANCE Telkom Sustainability Report has not appointed an independent party to provide assurance services. However, Telkom ensures that all data and information have been approved and validated by the relevant divisions to improve the report’s reliability. All disclosures have been reviewed by management and approved by the President Director, and President Commissioner, Telkom’s highest sustainability governance officials. [2-5][2-14] REPORT-RELATED CONTACTS Investor Relation Unit PT Telkom Indonesia (Persero) Tbk The Telkom Hub, Telkom Landmark Tower 39th Floor Jl. Jend. Gatot Subroto Kav. 52, Jakarta 12710, Indonesia Phone : (6221) 521 5109 E-mail : investor@telkom.co.id We would like to acknowledge the responses to other stakeholders’ 2022 Sustainability Report feedback. Telkom management has also received input on sustainability performance from rating agencies and followed up on the ESG assessment results. In the 2023 Sustainability Report, Telkom endeavors to continuously improve the management of ESG aspects and sustainability performance. PT TELKOM INDONESIA (PERSERO ) TBK S U STA I N A B I L I TY R E P O RT 202 3 5
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HIGHLIGHT
EXPLANATION OF THE PRESIDENT COMMISSIONER
“
Telkom’s presence in
society is committed
to providing
telecommunications
solutions and
creating a better and
more sustainable
future. The Board of
Commissioners believes
that a balance between
the management of
economic aspects and
environmental, social, and
governance (ESG) aspects
will positively impact and
add value to stakeholders
and the environment.”
Bambang Permadi Soemantri
Brodjonegoro
President Commissioner/Independent Commissioner
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PA R T/ 01.
Esteemed stakeholders, The implementation of various initiatives in the Right
People pillar is considered to be quite good, which is
Environmental, social, and governance (ESG) issues have reflected in several initiatives, including internalization of
become essential worldwide concerns. Throughout 2023, human rights and business ethics in the TelkomGroup
TelkomGroup strives to improve operational and financial value chain, implementation of human resource
performance while managing ESG aspects to contribute management strategies to meet digital talents, provision
to future sustainability and support the achievement of of competency development programs, decent and safe
the Sustainable Development Goals (SDGs). workplaces, and programs to increase the inclusiveness of
women in the TelkomGroup environment. The Company
The Board of Commissioners’ Views on also runs social and environmental responsibility (CSR)
Implemented Policies and Strategies programs that include small and medium enterprises
(SMEs), community-based waste management,
The Board of Commissioners assesses that the Board of education assistance, and other social assistance to build
Directors has managed the Company’s ESG aspects by community independence and support SDGs. The Board
the scope and context of sustainability relevant to the of Commissioners appreciates the Board of Directors
telecommunications sector. Telkom has the sustainability steps in planning and realizing all initiatives in the Right
pillars of the Right Environmental Approach, Right People pillar that have been carried out in 2023 and
People, and Right Governance as the foundation continues to encourage it to be continued and improved
for formulating policies and strategies to achieve in the future.
sustainability performance targets.
In the Right Governance pillar, the Company strengthens
In the Right Environmental Approach pillar, the policies and strategies to run an ethical business, increase
Company strives to conduct business with due regard customer trust by managing data security and privacy,
to environmental aspects. The Board of Commissioners and comply with laws and regulations. Through the
considers that the Company’s policies and strategies in implementation of mature sustainability governance,
environmental management are pretty good, including the Board of Commissioners is optimistic that ESG
e-waste management, energy efficiency, reduction of management and the implementation of sustainability
greenhouse gas (GHG) emissions, water savings, and practices can be optimally monitored and evaluated to
utilization of new and renewable energy (EBT). The positively impact stakeholders.
Board of Commissioners appreciates and supports the
Company’s initiatives to mitigate adverse environmental
impacts.
PT TELKOM INDONESIA (PERSERO ) TBK S U STA I N A B I L I TY R E P O RT 202 3 7
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HIGHLIGHT
Views on Achievement of Sustainable The Journey Ahead
Performance
The Board of Commissioners observed that global
The acceleration of digitalization has triggered increased risks and challenges that must be mitigated include
demand for digital telecommunications connectivity and cybersecurity risks, technological sophistication impact,
infrastructure. The Company has a strategy to expand its and human resources quality. As a company engaged
product and service portfolio and continue transforming in the telecommunications sector that is transforming
into a digital telco company. By strengthening its assets, into a digital telco, the Company needs to strengthen
product portfolio, and balanced ESG management, the governance and implement preventive strategies to
Board of Commissioners expects the Company will be minimize the negative impact of the risks and challenges
able to increase returns, optimize value for shareholders, faced.
and positively impact other stakeholders.
Amid the growing era of technology and digitalization,
Throughout 2023, the Company has recorded positive Telkom will strive to continue developing innovations
sustainability performance, covering both business and and improving customer experience. These efforts are a
ESG aspects. The Board of Commissioners appreciates priority to support Indonesia’s transformation towards a
the leadership of the Board of Directors, supported by the superior digital economy and realize a better and more
contribution and integration of all functions in carrying sustainable future for all Indonesians.
out their duties and responsibilities. Telkom’s good
sustainability performance in 2023, among others, is
evidenced by the acquisition of several awards in the ESG
aspect from external parties, such as the BUMN Corporate
Communication & Sustainability (BCOMMS) 2023 award
from the Ministry of BUMN, the Most Excellence GCG
Implementation award from CNBC Indonesia, the Asia
Pacific Climate Leaders Award 2023 award from Financial
Times and Statista, the Corporate Governance Award
from IICD. In addition, Telkom also managed to get an
ESG Rating with an A rating from Morgan Stanley Capital
International and a Score of 27.1 (Medium Risk) from
Sustainalytics.
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PA R T/ 01. Appreciation The Board of Commissioners would like to thank and appreciate all TelkomGroup personnel and stakeholders who have supported the company in implementing sustainability practices and achieving positive performance. We are excited to face the period ahead with even better sustainability performance achievements to increase added value for all stakeholders. On behalf of the Board of Commissioners, I thank you and look forward to strengthening our collaboration and synergy to continue our partnership and realize a sustainable future. Jakarta, March 31, 2024 Bambang Permadi Soemantri Brodjonegoro President Commissioner/Independent Commissioner PT TELKOM INDONESIA (PERSERO ) TBK S U STA I N A B I L I TY R E P O RT 202 3 9
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HIGHLIGHT
EXPLANATION OF THE PRESIDENT DIRECTOR [2-14]
“
By managing
environmental, social, and
governance aspects or
ESG, Telkom is optimistic
that it will be able to
achieve the sustainability
performance targets
that have been set and
support the achievement
of the Sustainable
Development Goals (TPB/
SDGs). More serious ESG
management is also
part of TelkomGroup’s
transformation into a
digital telco company
that provides innovative
solutions and creates
sustainable added value
for stakeholders and a
positive environmental
impact.”
Ririek Adriansyah
President Director
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PA R T/ 01.
Esteemed stakeholders, • The Right Environmental Approach pillar reflects a
commitment to running a business environmentally
Current global dynamics pay special attention to responsible. By focusing on reducing the negative
the importance of environmental and social aspects impact of the business chain, the Company strives to
in managing risks and supporting sustainable continue improving electronic waste management,
economic growth. PT Telkom Indonesia (Persero) Tbk working with vendors to manage waste, implementing
(“Telkom” or the “Company”), as the leading player in energy efficiency and innovating to reduce emissions
the telecommunications industry, is committed to in Data Centers, to building green BTS that use New
strengthening its culture of sustainability. TelkomGroup and Renewable Energy sources (EBT). Implementation
focuses on best practices to support SDGs and run of this pillar is also Telkom’s effort to mitigate climate
business ethically. challenges and risks.
• The Right People pillar signifies dedication to positively
Telkom consistently manages ESG risks with maximum impacting all stakeholders, including employees,
efforts to suppress and reduce negative impacts on customers, and society. The main challenge, especially
business activities while optimizing opportunities to in the social aspect, is related to talent management,
support the Company’s transformation. This approach including digital talent readiness. The Company’s
aligns with the planet, people, partnership, prosperity, & response to these challenges is to strengthen human
peace (5P) values as the basis for improving sustainability resource management and adapt policies that can
performance. Telkom is a digital telecommunications support diversity, prosperity, and equality, including
company that manages ESG risks and innovates in increasing HR competency and empowering people
digital technology to create convenience and comfort in with disabilities to face the digital acceleration and
everyday life. ESG risk mapping and sustainability pillars transformation of the Company.
provide a solid basis for running a business sustainably, • The Right Governance pillar includes a commitment
contributing positively to sustainable development, and to implementing strong sustainability governance,
creating positive value for society and the surrounding including legal compliance, business ethics, customer
environment. privacy, and human rights, especially in facing
the biggest challenge in the telecommunications
Policies to Respond to Challenges business, namely data security and cybersecurity,
which is carried out through good data security
In facing challenges related to ESG aspects, Telkom governance and compliance with regulations to
implements sustainability policies and strategies guided maintain customer privacy and data.
by the pillars of sustainability: the Right Environmental
Approach, the Right People, and the Right Governance. By implementing these three pillars, we aim to achieve a
balanced and sustainable ESG performance and ensure
that our digital transformation provides sustainable
positive benefits for all stakeholders.
PT TELKOM INDONESIA (PERSERO ) TBK S U STA I N A B I L I TY R E P O RT 202 3 11
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HIGHLIGHT
Sustainability Performance Achievements Right People
Telkom believes that by integrating ESG into all aspects of During 2023, efforts to develop HR competencies
our business, we can achieve sustainability performance continued to be strengthened through increased training
targets and create a positive impact for a better future. and education programs. Concrete steps have been
Sustainability is a social responsibility and an integral taken in managing the Digital Talent Readiness Program,
element in business strategy, positively impacting the an initiative aimed at developing employees’ digital
environment and society and contributing to sustainable capabilities to adapt to changes in digital technology. By
business growth. Telkom’s sustainability performance 2023, Telkom has 4,033 digital talents, or 17.18% of total
achievements are described in each of the following employees.
three sustainability pillars:
Our focus also involves fair and ethical labor management,
Right Environmental Approach prioritizing human rights, gender equality, diversity, and
inclusiveness in the company environment. Currently, as
During 2023, TelkomGroup has implemented various many as 36.95% of Telkom’s total employees are women,
initiatives to support sustainability practices and address including 29.96% at the managerial level, and actively
the challenges faced as a digital telecommunications participate in empowering individuals from among
company. Focusing on the environmental aspect, the people with disabilities.
Company has proactively taken concrete actions, such as
reducing carbon emissions through waste management Not only are we internally oriented, but we are also
activities, especially e-waste, planting 45,500 mangrove committed to providing the best customer experience.
trees, revegetating 62,150 trees in 10 locations, and The transformation of MyTelkomsel is clear evidence of
rehabilitating 3,920 coral reefs. TelkomGroup has used our efforts to maintain and increase customer loyalty
environmentally friendly energy sources at 830 sites, through end-to-end service/product integration that
such as solar cells, biodiesel, and micro hydro. In addition, provides convenience and comfort in one efficient
TelkomGroup also supports the use of environmentally application solution. Through these various measures,
friendly transportation by encouraging the use of Telkom’s Net Promoter Score (NPS) value has improved
electric vehicles (EVs) among its employees. Through to 56 points by the end of 2023.
these initiatives, in 2023, the GHG emissions generated
amounted to 1,724,335.18 tons CO2eq, a 7% decrease Within the community, the Company is actively involved
compared to 2022. in managing the capacity building of Micro and Small
Enterprises (MSEs). This effort aims to improve the quality
In the corporate environment, TelkomGroup builds an of MSEs through digital empowerment and adaptation.
environmentally friendly culture by managing resources The Digital Empowerment for the Nation initiative
effectively and efficiently, including reducing the use of through MSE empowerment is our foundation for
paper, water, and electricity to record a 4-21% reduction mobilizing a positive role in driving economic progress.
in the use of paper, water, and electricity in 2023. By 2023, Telkom has fostered 11,180 MSEs, and as many as
This effort also includes reducing employee personal 11.76% of MSEs moved up to a higher class (Class Up).
waste. Telkom actively engages employees in e-waste
management by providing e-boxes at each work location.
By collaborating with partners, we ensure that e-waste
is recycled into value-added items that can be utilized
and distributed to the community. All of these efforts
reflect TelkomGroup’s commitment to sustainability and
ongoing environmental responsibility.
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PA R T/ 01.
Right Governance Target Achievement Strategy
The Company consistently implements sustainability All TelkomGroup personnel, including the Board of
governance, business ethics, and compliance with Directors, Board of Commissioners, and Employees,
applicable regulations and supervises to ensure will continue to work together and be responsible for
compliance with relevant norms and business ethics. In implementing sustainability practices in daily operations.
2023, we made structural improvements by establishing Management will consistently monitor and evaluate
a Data Protection Officer (DPO) organization with a more the achievement of operational performance targets,
precise map of roles and functions. The Company also financial performance, and ESG performance.
changed the Privacy Policy and Company Regulations to
align with the provisions of the Personal Data Protection On the other hand, the Company will also proactively
Law (PDP). identify potential challenges and opportunities. The
awareness of the role of digital telecommunications as
The Company also refers to the provisions of international the main driver of the progress of the digital economy
standards, one of which is ISO 27001, to intensify has become the basis for us to continue to innovate and
data protection and security. This step ensures that carry out transformation. Digital telecommunications, in
TelkomGroup always meets global data management addition to providing convenience and connectivity, is
and protection standards and that, no data leakage considered the key to expanding the business value chain.
incidents occur throughout 2023. All of these efforts are TelkomGroup has strengthened its resolve to carry out
directed at ensuring that TelkomGroup not only complies comprehensive ESG risk management, aiming to reduce
with applicable regulations but also provides an optimal business risks and open up strategic new opportunities
level of protection and security for data while adhering to in the digital telecommunications era. The management
the principles of high business ethics. and related divisions are also preparing a sustainability
strategy that can be implemented holistically to minimize
Economic Growth risks, optimize opportunities, and create a sustainable
positive impact.
TelkomGroup recorded positive achievements in
operational and financial performance throughout Appreciation
2023. These achievements reflect the positive impact
of ESG management and sustainability practices on To conclude this explanation, we thank all stakeholders
business growth. TelkomGroup’s revenue in 2023 reached for supporting PT Telkom Indonesia (Persero) Tbk in
Rp149,216 billion, an increase of 1.30% compared to the implementing sustainability practices. This support is
previous year. TelkomGroup managed to record a net essential to the Company’s journey to become the Digital
profit of Rp24,560 billion, which grew by 18.34% compared Telco of choice to advance society. Telkom can continue
to last year. Overall, this positive achievement reflects the to innovate amid various challenges and opportunities
success of TelkomGroup’s efforts to achieve financial in the digital era to grow sustainably, create higher
targets and increase its positive impact in the context of company value, and provide the best service to meet
sustainability practices. national digital needs.
Jakarta, March 31, 2024
Ririek Adriansyah
President Director
PT TELKOM INDONESIA (PERSERO ) TBK S U STA I N A B I L I TY R E P O RT 202 3 13
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HIGHLIGHT
STATEMENT LETTER
RESPONSIBILITY FOR THE 2023 SUSTAINABILITY REPORT
We, the undersigned, declare that the Board of Commissioners have reviewed and approved the 2023 Sustainability Report
of PT Telkom Indonesia (Persero) Tbk and declare that all information in the Sustainability Report has been contained in full,
and we are fully responsible for the correctness of the contents of the Company’s Sustainability Report.
This statement was made with actual.
Jakarta, March 31, 2024
Board of Commissioners
Bambang Permadi Soemantri Brodjonegoro
President Commissioner/Independent Commissioner
Wawan Iriawan Bono Daru Adji Abdi Negara Nurdin
Independent Commissioner Independent Commissioner Independent Commissioner
Marcelino Rumambo Pandin Ismail Rizal Mallarangeng
Commissioner Commissioner Commissioner
Isa Rachmatarwata Arya Mahendra Sinulingga Silmy Karim
Commissioner Commissioner Commissioner
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PA R T/ 01.
STATEMENT LETTER
RESPONSIBILITY FOR THE 2023 SUSTAINABILITY REPORT
We, the undersigned, declare that the Directors have reviewed and approved the 2023 Sustainability Report of
PT Telkom Indonesia (Persero) Tbk and declare that all information in the Sustainability Report has been contained in full,
and we are fully responsible for the correctness of the contents of the Company’s Sustainability Report.
This statement was made with actual.
Jakarta, March 31, 2024
Board of Directors
Ririek Adriansyah
President Director
Heri Supriadi FM Venusiana R Herlan Wijanarko
Director of Finance & Risk Director of Enterprise & Director of Network & IT Solution
Management Business Service
Muhamad Fajrin Rasyid Budi Setyawan Wijaya Afriwandi
Director of Digital Business Director of Strategic Portfolio Director of Human Capital
Management
Bogi Witjaksono Honesti Basyir
Director of Wholesale & International Service Director of Group Business Development
PT TELKOM INDONESIA (PERSERO ) TBK S U STA I N A B I L I TY R E P O RT 202 3 15
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HIGHLIGHT
COMPANY PROFILE [2-1]
Company Name Financial Position
PT Telkom Indonesia (Persero) Tbk
Equities
Rp156,562 billion
Company Establishment Date
November 19, 1991
Ticker
TLKM – Indonesia Stock Exchange (BEI)
TLK – New York Stock Exchange (NYSE)
Corporate Status
Assets
Public Company (Tbk)
Rp287,042
billion
Head Office Address
Jalan Japati No. 1 Bandung
Ownership
· The Government of the Republic of Indonesia
52.09%
· Public 47.91%
Liabilities (Obligation)
Rp130,480 billion
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PA R T/ 01.
Number of Telkom Employees Products, Services, and Business Activities
Undertaken [2-6]
Men
Information and Communication Technology (ICT)
63.05%
services and telecommunications networks.
Digital Business Domains
1. Digital Connectivity is a business and
technology that focuses on connectivity.
2. Digital Platform is a digital infrastructure or
framework that allows various entities to interact,
collaborate, and exchange goods, services, or
Total Employees information electronically.
7,469 3. Digital Services is a business and product
related to digital content.
Further information about Telkom is available in
the separate Annual Report and the company’s
official website (https://www.telkom.co.id/sites/
about-telkom/en_US).
Women
36.95%
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HIGHLIGHT
TELKOM AND SUBSIDIARIES
As of December 31, 2023, Telkom has 45 subsidiaries with direct and indirect
ownership and ownership percentages of more than 50%, so their Financial
Statements are consolidated with Telkom as the Parent Company. In addition,
there are 9 unconsolidated subsidiaries (affiliates).
98.85% -% | -% 69.90% 99.99% 71.87% 99.99% 99.99%
30.40% 100.00% | -% 99.99% 100.00% 60.00% 51.00% | 49.00%
99.99% 24.27% 100.00% 24.00%
SMI
51.00% -% | 99.99% -% | 99.99% 60,00% 60.00% -% | 99.99% 60.00%
Description:
Direct Ownership (Consolidated)
Indirect Ownership (Consolidated)
Unconsolidated
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PA R T/ 01.
The Government of the
Republic of Indonesia
52.09%
Public
47.91%
99.99% 99.99% 99.99% 99.99% 99.99% 99.96%
100.00% 100.00% 100.00%
51.00% 99.99% 55.00%
100.00% 100.00% 70.0%
34.00% | 36.00%
-% | 15.67% 25.00% 6.32% 5.00% 2.11% 33.00%
PT TELKOM INDONESIA (PERSERO ) TBK S U STA I N A B I L I TY R E P O RT 202 3 19
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HIGHLIGHT
CUSTOMER-ORIENTED SIGNIFICANT CHANGES
In carrying out its business strategy and operations, In 2023, Telkom signed a Conditional Spin-off Agreement
TelkomGroup applies a customer-oriented approach. (CSA) to integrate IndiHome into Telkomsel through the
The company is committed to providing an exceptional Fixed Mobile Convergence (FMC) initiative as part of the
experience for customers and prioritizing customer Five Bold Moves primary strategy. The signing of this
satisfaction. Along with the increasingly sophisticated agreement is part of the implementation of Telkom’s
technology industry changes, TelkomGroup strives plan to strengthen the business by providing broader
to continue to grow and transform into a digital broadband services and accelerating the equitable
telecommunication company with three digital business distribution of digital connectivity in Indonesia that is
domains: Digital Connectivity, Digital Platform, and inclusive and sustainable. Thus, Telkomsel focuses on
Digital Services. Complete information about the Digital business-to-consumer (B2C), and Telkom focuses on
Business Domain, product, and service descriptions, business-to-business (B2B).
as well as our customers and partners, are available at
(https://www.telkom.co.id/sites/about-telkom/en_US).
COMPANY’S PURPOSE, VISION, MISSION, AND VALUES
PURPOSE
To build a more prosperous and competitive
nation as well as deliver the best value to our
stakeholders.
To be the most preferred
digital telco to empower
the society.
VISION
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PA R T/ 01.
1. Advance rapid buildout of sustainable
intelligent digital infrastructure and
platforms that is affordable and accessible
to all.
MISSION 2. Nurture best-in-class digital talent that
helps develop nation’s digital capabilities
and increase digital adoption.
3. Orchestrate digital ecosystem to deliver
superior customer experience.
COMPANY VALUES
PT TELKOM INDONESIA (PERSERO ) TBK S U STA I N A B I L I TY R E P O RT 202 3 21
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HIGHLIGHT
OPERATIONAL COVERAGE AND NETWORK INFRASTRUCTURE [2-1, 2-6] [TC-TL-000.D]
Merah0Putih Telkom - 3S
(108 E) (1180E)
SHM
MOS
MAN AMS WRS
LON LUX
DUB FRA KIV
PRS SWI
MRS
VNA
EIG
MLN SOF SEO
MDR IST
LSB PAL TYO
C2C
SHA
SHI
ALG HKG
CAI RYD
MAC TWN
APCN-2
RGN
DUB
BKK
DJI
BBG
HAN SJC
IMEWE
BSW
SEA-ME-WE 5 SG SMPCS
DUM
BTM
SEA-ME-WE 4
JKT SBY
DPS
DIL
IGG
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PA R T/ 01.
TOR
SJ CHG
JUS
NYX
UNITY
SLO ASH
LAX
FASTER
TNG-IA AAG
HWI
GAU
Point of Presence (POP)
SEA-US
International Direct Dialing (IDD)
Submarine Fiber Optic (SEA-ME-WE 4)
Submarine Fiber Optic (SEA-ME-WE 5)
Submarine Fiber Optic APCN-2
Submarine Fiber Optic EIG
Submarine Fiber Optic SEA - US
Submarine Fiber Optic IGG
Submarine Fiber Optic SMPCS
Telekomunikasi Indonesia Internasional SP
(TELIN)
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HIGHLIGHT
SUSTAINABILITY ACHIEVEMENTS AND OVERVIEW
ECONOMIC GROWTH RIGHT PEOPLE
Rp149,216 billion 56 points
NPS Score
Business revenue
increased by 1.30% 47
Consumer Customer Satisfaction Index
(Telkomsel-Fixed)
Rp24,560 billion
36.95%
Net profit 18.34% Women employees in Telkom
Rp186 billion
Rp23,447 billion Employee education and
training costs
Spending on local suppliers
99.01% of total spending 989 MSEs
Certified by BPOM RI
RIGHT ENVIRONMENTAL APPROACH
45,500 trees Revegetation of
3,920 substrates
Mangrove tree 62,150 trees Coral reef rehabilitation
Planting in 10 locations
4.2 kWh installed capacity
830 sites
22% EV Ownership
Green Energy Usage 23 beneficiary household
3 charging station
Renewable energy from Micro-
7,308,845 GJs 13 electric motorcycles
Hydro Power Plant for the
of energy used community
Electric Vehicle Usage
129,763.83 Tons
3.1 Tons
Recycled waste 708,878 GJs CO2eq
Decreased energy used Reduction of GHG emissions
71 units 1,724,335.18 Tons 183,173 units
Distribution of Electronic
Device Donation for CO2eq Utilization of modem device reuse
Education (Eduvice) Total GHG emissions produced
52,000 cards ≈ 260 kgs
of waste SIM cards recycling
4 – 21% Reduced use of paper,
water, and electricity
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PA R T/ 01.
3,785 MSEs 17.18% digital talent >40.5
Certified BKPM Digital Talent Readiness Program MSMEs with >800 transactions
244 MSEs 73 MSE digitization
are Halal certified Wholesale Customer Satisfaction
Index and International Business
148 MSEs
participated in Pijar Mahir training 29.96%
Women employees who occupy
11,180 managerial level in Telkom
assisted MSEs
65.16 hours
11.76% Average employee training hours
MSEs class up
2,900
active user of PaDi MSMEs
92
Digistar Class participants
RIGHT GOVERNANCE registered as Telkom employee
candidates
65
ISO 37001 Anti-Bribery No incident Enterprise Customer Satisfaction
Management System handling that Index
Anti-bribery does not meet
Certification for Telkom SLA 0.39%
Employees with disabilities
and Subsidiaries
Rp154.94 billion
No incidents of data MSE Funding Program and Social,
leakage and breach Economic, and Environmental
Community Empowerment
Program
ISO 27001 certification
until 2025
100% of eligible WBS
reports have been
followed up
PT TELKOM INDONESIA (PERSERO ) TBK S U STA I N A B I L I TY R E P O RT 202 3 25
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HIGHLIGHT
APPRECIATIONS AND AWARDS
Telkom has achieved several recognitions and achievements that demonstrate its position as a pioneer in the
telecommunications industry. This is not only concrete proof of our dedication to providing the best service for
customers but also of our commitment to maintaining technological excellence and positively impacting society and
the environment.
Environment
1. Penghargaan Transparansi dan Penurunan Emisi Korporasi 2023 Green and Gold categories of the B-Universe
event
2. Asia-Pacific Climate Leaders Award 2023 from The Financial Times and Statista
3. Katadata Green Initiative Awards 2023 sector Transportation/Technology from Katadata
4. Anugerah CSR Republika 2023 in the field of Decarbonization from Republika
Social
1. BCOMMS 2023 from Ministry of SOEs
• 1st place in the Education CID category
• 3rd place in the Internal Communications Implementation category
• 3rd place in Media Relations Management category
• 1st place in the Best Content Creator category
• 2nd place in the Best Exposure of the Year (Agenda Setting) category
2. The Great Indonesian CEO for Listed State-Owned Enterprises Company 2023 category: Total Commitment
for Developing MSMEs thru PaDi UMKM Digital Platform
3. CSR Digitalization Program as a Solution to Accelerate Education Quality Improvement in the 3T Region
received an award in the Economic CSR Initiative category at the B-Universe CSR Award 2023
4. Best Workplaces for Women 2023 in Providing Women Employee Welfare in Telecommunications and
Internet Provider category
5. Top CSR of the Year 2023 from Infobrand
6. CSR Strategy Award by HR Excellence Awards 2023 Singapore
7. “Gold Winner” BUMN Communication and Sustainability Award 2023 by the Ministry of SOEs in the Education
CID category
8. “Gold Winner” Padmamitra Award 2023 by CSR Forum Indonesia in Education Empowerment category
9. CSR Outlook Awards 2023 by Olahkarsa and IBCSD in Education, CSV, and Economic Empowerment category
10. “Gold Winner” Bisnis Indonesia Corporate Social Responsibilty Award (BISRA) 2023 in the Pillars of the Economy
category
11. Marketeers Editor’s Choice Award 2023, PaDi UMKM, SME Enabler Through Digital of the Year
12. Indonesia Digital Innovation & Achievement Awards 2023 (IDIA)
• Best Digital Innovation and IOT Implementation 2023 in Telecommunication Industry
• Best Senior Executive Indonesia Digital Innovation and Achievement of The Year 2023 (Rosmida)
13. Anugerah CSR IDX Channel 2023 by IDX Channel, Social Development Initiatives category for Innovillage
Program (Sociodigipreneurship Incubation)
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Governance
1. Indonesia Most Reputable Companies 2023 with Excellent predicate Rank I (Champion) in
Telecommunication category
2. Indonesia GCG Award-VII-2023 Economic Review 1st. The Best Indonesia GCG for Public Company 2023,
Sector: Infrastructure, Utilities & Transport - Industry: Telecommunications
3. The 14th IICD Corporate Governance Award Indonesian Institute for Corporate Directorship (IICD) Top 50
Emiten with the Largest Market Capitalization (Best Non Financial Sector category)
4. CNBC Indonesia Awards 2023 CNBC Indonesia Most Excellence Good Corporate Governance
Implementation
5. Indonesia Enterprise Risk Management Award-V-2023 (IERMA-V-2023) Economic Review 1st. The Best
Indonesia Risk Management for Public Company 2023, Sector: Infrastructure, Utilities & Transport - Industry:
Telecommunications
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HIGHLIGHT
CERTIFICATIONS
TelkomGroup has certification that confirms its commitment to security, reliability and business sustainability. This
reflects the high quality and security standards held by companies in the telecommunications industry.
No. Recipient Certification Institution Provider Validity Period
1. Telkom ISO 37001:2016 Sistem Manajemen Anti Sucofindo 2026
Penyuapan
ISO 9001:2015 QMS TUV Rheinland 2025
ISO 27001:2013 ISMS TUV Rheinland 2025
ISO 22301:2019 BCMS TUV Rheinland 2025
ISO 20000-1:2018 ITSMS TUV Rheinland 2025
2. Telkomsel ISO/IEC 27001:2013 British Standards 2025
Institution (BSI)
3. AdMedika ISO/IEC 27001:2013 British Standards 2025
Institution (BSI)
ISO 45001:2008 Standard MSC Global 2025
ISO 9001:2015 Standard MSC Global 2026
ISO 37001:2016 TUV Nord 2026
4. MD Media IT IL Foundation Certificate in IT Service IT IL Foundation Applied onwards
Management
5. Infomedia ISO 27001:2013 TUV NORD Indonesia 2025
ISO 37001:2016 TUV NORD Indonesia 2025
6. Telkomsigma ISO 20000-1:2018 British Standards 2023
Institution (BSI)
ISO 27001:2013 British Standards 2025
Institution (BSI)
ISO 9001:2015 British Standards 2025
Institution (BSI)
PAS 99:2012 British Standards 2025
Institution (BSI)
ISO 37001:2016 PT. Mutuagung Lestari 2024
(MUTU International)
7. Telkom Data ISO 9001:2015 British Standards 2025
Ekosistem (TDE) Institution (BSI)
ISO 14001:2015 British Standards 2025
Institution (BSI)
ISO/IEC 27001 British Standards 2025
Institution (BSI)
ISO 45001:2018 British Standards 2025
Institution (BSI)
8. Telin ISO 27000-1:2013 Intertek 2023
9. Telin Singapore SS 564 for Telin-3 Data Centre TUV SUD 2026
ISO 50001 Energy Management System for TUV SUD 2026
Telin-3 Data Centre
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No. Recipient Certification Institution Provider Validity Period
10. Telkom Property ISO 9001:2015 LLOYD Register 2025
SNI ISO 45001:2018 Sucofindo 2024
SMK3 Sucofindo 2026
11. Telkomsat ISO 9001:2015 TUV Rheinland 2024
ISO 45001 Intertek 2024
ISO 27001 Intertek 2024
ISO 20000-1 Intertek 2026
12. Telkom Akses Kontraktor Jaringan Telekomunikasi CIQS Telkom Professional 2025
2000:2018 Certification Center (TPCC)
ISO 9001:2015 British Standards 2025
Institution (BSI)
ISO 45001:2018 British Standards 2023
Institution (BSI)
ISO 27001:2013 British Standards 2024
Institution (BSI)
ISO 37001:2016 British Standards 2025
Institution (BSI)
13. PINS ISO 14001:2015 Quality Certification 2023
Services
OHSAS 18001:2007 Quality Certification 2023
Services
14. Dayamitra ISO 45001:2018 TQCSI 2026
Telekomunikasi ISO 31000:2018 TQCSI 2026
ISO/IEC 27001:2013 SGS 2025
ISO 9001:2015 SGS 2025
15. Digiserve ISO/IEC 20000 IT Service Management British Standards 2025
System Institution (BSI)
ISO/IEC 27001:2023 Information Security British Standards 2024
Management System Institution (BSI)
16. TelkoMedika SNI ISO 9001:2015 International Certification 2024
Services Management
SNI ISO 14001:2015 International Certification 2024
Services Management
SNI ISO 45001:2015 International Certification 2024
Services Management
MEMBERSHIP IN ASSOCIATION [2-28]
Telkom keeps abreast of the latest technology and trends in the telecommunications sector through active involvement
in various associations, especially those that support sustainability. Thus, the company can remain at the forefront of
providing customers with the latest and best telecommunications services and conduct its operations based on relevant
best practices in the telecommunications industry. The list of members in associations is in Appendix 1.
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PA R T/ 02.
02.
Sustainability
Telkom
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TELKOM SUSTAINABILITY
SUSTAINABILITY GOVERNANCE
[2-9, 2-11, 2-12, 2-13, 2-14, 2-25]
Telkom has a management structure that involves the By the end of 2023, the Directorate of Finance and Risk
General Meeting of Shareholders (GMS), the Board of Management under the Director of Finance and Risk
Commissioners, the Board of Directors, and various Management has been appointed as the unit that
Committees and Divisions. Each organ in this structure manages Sustainability/ESG within TelkomGroup. The
has a crucial role in implementing governance through Risk Management & Sustainability Department within
their respective functions, duties, and responsibilities. the Directorate of Finance and Risk Management
is an orchestrator of governance for implementing
Considering the many challenges and risks related to sustainability initiatives, including ESG aspects. It
ESG aspects in sustainability practices and ensuring that acts as a Center of Excellence in risk management &
ESG initiatives are consolidated within TelkomGroup, sustainability. This regulation is based on the Board
in the future, the TJSL Committee will be incorporated of Directors Regulation No. PD.202.47/r.08/HK200/
into the Sustainability Committee, which manages the COP-A2000000/2023 related to the Organization of the
implementation of consolidated ESG programs within Directorate of Finance and Risk Management, signed on
TelkomGroup. December 29, 2023.
DIRECTOR OF FINANCE AND RISK MANAGEMENT
as the Primary Coordinator of the Sustainability Committee
SVP RISK MANAGEMENT &
SUSTAINABILITY
VP RISK STRATEGY & VP RISK OPERATION &
VP SUSTAINABILITY
GOVERNANCE PROCESS MANAGEMENT
AVP SUSTAINABILITY AVP SUSTAINABILITY
STRATEGY & PROGRAM EXECUTION & MONITORING
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PA R T/ 02.
The Director of Finance and Risk Management as part of the sustainability (environment, social, and governance)
committee acts as the primary coordinator to lead, coordinate, ensure, and evaluate, as well as report the execution
of sustainability (environment, social, and governance) initiatives across CFU/FU (including subsidiaries) to the BOD/
BOC, including determining the appropriate framework, setting objectives, targets, and cross-entity initiatives in
collaboration with CFU/FU (including subsidiaries), as well as collaborating with the Directorate of Network & IT Solution
(NITS) to design an integrated dashboard for monitoring sustainability performance.
All Telkom Parent and Telkom Subsidiaries entities support the implementation of sustainability practices and initiatives
in TelkomGroup. Some entities that are closely related to the implementation of sustainability initiatives include:
− Lead Coordinator: FRM Directorate’s Sustainability Sub-department
− Program Owner
• HCM Directorate: HC Organizational Effectiveness (HCOE), Community Development Center (CDC), HC Business
Partner (HCBP)
• Directorate of NITS: Cyber Security
• FRM Directorate: Risk Strategy and Governance
• Corporate Secretary: Corporate Office Support (COS), Legal Compliance, Regulatory Management, Data
Protection
• Subsidiaries: Telkomsel, Telkom Property (GSD), Mitratel, Telkom Data Ekosistem (TDE), Telkom Infra
• Digital Business
• All CFU/FU and Subsidiaries
− Policymakers:
• NITS Directorate: Network/IT Strategy, Technology, and Architecture (STA)
• FRM Directorate: Finance & Procurement Policy (FPP)
− KPI Oversight: Integrated Portfolio Management
− Communication and Disclosure: Corporate Communication & Investor Relations
SUSTAINABILITY STRATEGY [2-22]
TelkomGroup continuously strives to improve its sustainability performance by implementing strategies to manage
ESG risks integrated with its business model and operational activities. We constantly evaluate and strengthen our
sustainability strategy, not only to manage risks but also to capitalize on ESG opportunities. These sustainability
strategies are implemented to support Telkom’s sustainability pillars.
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TELKOM SUSTAINABILITY
SUSTAINABILITY PILLARS [2-22, 2-23, 2-24, 2-27]
In carrying out its business activities, TelkomGroup is committed to implementing sustainability practices through
ethical and responsible operations in every line of business. Managing economic and ESG aspects and implementing
sustainability practices in TelkomGroup are based on three main pillars: the Right Environmental Approach, the Right
People, and the Right Governance.
Environmental: Social: Governance:
Right Environmental Approach Right People Right Governance
In running a responsible business, In running a responsible business, In conducting responsible business,
TelkomGroup applies the right TelkomGroup always has a positive TelkomGroup implements
environmental approach and impact on all humans, including sustainability governance, including
management to reduce the employees, customers, communities, meeting legal and regulatory
environmental impact of operations. and other stakeholders. compliance, practicing business
ethics and anti-corruption, and
maintaining data privacy and
security.
MATERIAL TOPICS AND SIGNIFICANT ISSUES [3-1][3-2][3-3]
Material topics presented in the report significantly impact and influence the Company’s decision-making. The
determination of material issues for the 2023 financial year is carried out through an internal analysis process based
on the CSS (Corporate Strategic Scenario) document, Shareholder Aspirations (APS), feedback from Rating Agencies,
benchmarks with industry, Standards and SDGs, and ESG Risks and Opportunities, as well as internal review by
management.
8 (eight) material topics are still the same as in the previous reporting period. There is one material topic that is removed
from the list, namely the Risk Management System, with the consideration that Risk Management is a process that
has been integrated into the Company’s overall business processes, including in determining Material Topics that are
significant to Telkom based on the results of the Company’s Risk Profile assessment which has been outlined in the ESG
Risk Prevention and Mitigation Principles section by the Telkom ESG Strategy.
LIST OF MATERIAL TOPICS [3-2]
No. Material Topics Significant Issues SDGs
Right Environmental Approach
1 Energy management and Energy efficiency and emission
climate change reduction
2 Material procurement and Waste and e-waste management
efficiency
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PA R T/ 02.
No. Material Topics Significant Issues SDGs
Right People
3 Excellent service Management and measurement of
customer experience
4 Employee and community • Recruitment of employees with
engagement disabilities
• Increasing the MSE to class up
• Increased talent and inclusiveness
of women at the managerial level
5 Training and education • Digital talents
• Employee pre-nurturing program
(Digistar Class)
Right Governance
6 Compliance The process of law enforcement and
compliance with regulatory changes
7 Business Ethics • Compliance with business ethics
• Anti-Corruption
• Whistleblowing system
8 Privacy and data security Data privacy and cybersecurity
RIGHT PEOPLE
SERVICE EXCELLENCE
COMMUNITY EMPLOYEE
ENGAGEMENT
TRAINING AND EDUCATION
RIGHT ESG RIGHT
RIGHT
ENVIRONMENT GOVERNANCE
GOVERNANCE
APPROACH
ENERGY MANAGEMENT
COMPLIANCE
COMPLIANCE
AND CLIMATE CHANGE
BUSINESS ETHICS
BUSINESS ETHICS
MATERIAL SOURCING
DATA PRIVACY &
AND EFFICIENCY DATA PRIVACY
SECURITY
AND SECURITY
TelkomGroup ESG Pillars and Material Topics
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TELKOM SUSTAINABILITY
The Company then integrates the magnitude of ESG initiatives with the ESG Pillars, along with metrics and targets.
The Company’s ESG strategy currently developed is titled EXIST or ESG Existence for Sustainability by Telkom Indonesia.
EXIST - T E LKOM ’ S E S G ST R AT EG Y
PURPOSE
To build a more
prosperous and
competitive nation
as well as deliver the
best value to our
stakeholders.
VISION
To be the most
preferred digital telco
to empower the society.
MISSION
1. Advance rapid buildout of sustainable intelligent digital
infrastructure and platforms that is affordable and
accessible to all.
2. Nurture best-in-class digital talent that helps develop
nation’s digital capabilities and increase digital adoption.
3. Orchestrate digital ecosystem to deliver superior
customer experience.
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Telkom’s Sustainability Commitment:
ELEVATING YOUR FUTURE
Telkom Indonesia is committed to an ESG-based future, aiming to realize a sustainable
business by creating positive social and environmental impacts through innovative solutions
and services.
VALUE FOR THE PLANET VALUE FOR THE PEOPLE VALUE ADDED BUSINESS
ESG Pillars & SDG
ENVIRONMENT SOCIAL GOVERNANCE
Right Environment Approach Right People Right Governance
Material Topics
• Enegry Manegement & • Service excellence
• Complience
Climate Change • Community & employee
• Business ethics
• Material Sourcing & engagement
• Data privacy & security
Efficiency • Training & education
Risk & Standard & Stakeholder
Benchmark Rating Body CSS Direction
Opportunity SDG Aspiration
• GHG emission reduction • Customer experience • Compliance with regulations,
(Scope 1, Scope 2) • Community engagement and laws and policies
• Waste management development programs • Anti-bribery, anti-corruption
Key Initiatives
• Diversity & inclusion: and anti-fraud
• Workforce & leadership • Cyber security, PDP (Personal
women Data Protection)
• Employees with disabilities
• Digital talents
• Digital empowerment
• Pre employee development
(Digistar Program)
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TELKOM SUSTAINABILITY
SUSTAINABILITY RISK MANAGEMENT [2-25]
Telkom complies with the Minister of SOE Regulation No. PER 02/MBU/03/2023 on Guidelines for Governance and
Significant Corporate Activities of State-Owned Enterprises, which includes initiatives to strengthen the risk management
function and implement SOE governance. In the context of ESG (environment, social, and governance), Telkom manages
business risks included in the company’s main risk profile and mitigates ESG risks. Telkom has identified ESG risks
and applied the precautionary principle as a preventive measure. The Risk Management & Sustainability Department
periodically monitor and evaluate these risks as part of TelkomGroup’s top risk/risk profile and submitted to the Director
of Finance and Risk Management (FRM) and the Committee for Planning and Risk Evaluation and Monitoring (KEMPR).
Holistically, risk management at Telkom refers to ISO 31000:2018 Risk Management - Principles and Guidelines, which
consists of three main components:
1. Principle as the foundation of how risk management works to ensure the creation and protection of value;
2. Framework that regulates the commitment to the role and division of risk management functions; and
3. Process that describes the activities/stages in carrying out risk management.
A more detailed explanation regarding governance, Directors and Commissioners, and risk management as the
application of a precautionary approach and internal control can be read in the 2023 Annual Report in the Corporate
Governance Chapter.
ESG RISK IDENTIFICATION AND MANAGEMENT [2-25]
Influence on
Aspects Operational Risk and Impact Risk Mitigation Risk Mitigation
Stakeholders
Environment The risk of natural disasters that Customers, a. Coordination with ASKALSI (All Indonesian
(E) can disrupt business operations Partners, Sea Cable Association) for SKKL security
and have a negative impact Community, b. Preventive & corrective action by
on financial performance and Management preparing a disaster recovery plan and
profits, business prospects, and crisis management team
market prices of securities c. Transfer risk by using asset insurance to
anticipate natural disasters and fires
The risk of increasing company Carrying out energy efficiency programs,
emissions levels, which will result looking for new renewable energy
in increased operational costs, alternatives with lower emissions, carrying
carbon taxes, and impact on the out various carbon offset programs
environment
Social (S) Disturbances in political stability, Customers, a. Monitoring the influence of socio-
social unrest, and security, both Partners, political turmoil on operational or service
domestically and internationally, Society, disruptions
resulting from specific issues, Management, b. Maintenance of vigilance through
such as geopolitical crises, trade Shareholders enhancing the function of safety &
wars, and so on, which hurt security
business growth, operations, c. Monitoring supply chain issues related to
financial condition, business raw materials and looking for alternatives
results, production equipment to materials or device designs
supply chain, and prospects and
market prices for securities
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Influence on
Aspects Operational Risk and Impact Risk Mitigation Risk Mitigation
Stakeholders
New technologies that negatively Customers, a. Preparation of a Technology Roadmap by
impact competitiveness Partners, considering future technology and the
Community, potential implementation of competitor
Management technology
b. Acceleration of the IDN (Indonesia Digital
Network) program to support future
services
The risk of fulfilling digital talent Management a. Preparation of WFP (Work Force
that has a negative impact on Planning) Digital Talent according to the
business continuity company’s digital business priorities
b. Improve Recruitment Strategy &
Execution for Digital job functions
c. Collaboration with tech giants, academics
& external experts for expert training &
development of training modules
Governance Risk of Penalties/fines by KPPU Management, Strengthening legal review of corporate
(G) related to price fixing and class Regulator action plans or certain contracts
action occurring, which could
reduce Telkom’s revenue and
have a negative impact on
business, reputation, and profits
Risk of changes in Indonesian Management, a. Analysis of the impact of the regulatory
or international regulations Regulator, plan on the industry in general and
that impact business, financial Customers Telkom in particular
condition, operational b. Provide input so that the regulations to
performance, and business be enacted provide positive benefits for
prospects companies and industries
Internet service competition Customers, a. Strengthening the perception and quality
(Fixed Broadband) Partners, of IndiHome as a new digital life style
Community, b. Acceleration of the deployment of fixed
Management broadband service infrastructure
Risk Threats to physical and Customers, a. Improved Preventive Actions through
cyber security, such as theft, Community, periodic Vulnerability Assessments and
vandalism or other actions that Management Penetration Tests
have a material adverse effect on b. Monitor and identify all attacks in real-
business, financial condition and time and select and take the necessary
results of operations actions immediately
c. Develop recommendations for handling
cyber attacks based on historical incident
analysis
d. Intensive coordination of parties involved
in handling cyber attacks
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TELKOM SUSTAINABILITY
SUSTAINABILITY METRICS AND TARGETS
To ensure that ESG initiatives in TelkomGroup can run in a directed manner and have a measurable impact, after
determining the main pillars, material topics, and significant issues, and also considering the achievements of ESG
initiatives that have been carried out by TelkomGroup, Telkom established ESG 2030 metrics and targets that are
aligned with the company’s sustainability strategy.
ESG Metrics and Targets 2025 and 2030
Level 2 Level 3
Level 1 Metric Target 2025 Target 2030
Material Topic Significant Issue
Energy Reduction 10% Reduction 20%
Environmental
GHG Emission ton CO2eq
Management (baseline 2020) (baseline 2020)
Approach
Right
Material Waste Management ton Reduction 3.8 tons Reduction 5 tons
Sourcing & E-Waste % annual growth in the unit
Efficiency 15% 15%
Management reutilization of modems
Service Customer
NPS Score 58 > 62
Excellence Experience
Employees with % employee of
0.72% 1.5%
Disabilities TelkomGroup
Community % annual growth of SME
7% 10%
Community Engagement Level Upgraded
Right People
& Employee % female workforce of
Engagement 31.10% 32%
TelkomGroup
Diversity % female workforce in
managerial positions of 25.25% 27%
TelkomGroup
% digital talent of
Digital Talent 21.17% 25%
TelkomGroup
Training &
Education Pre-Nurturing
% recruitment registration 20% of Digistar Class 35% of Digistar Class
Employee
conversion rate participant participant
(Digistar Class)
Regulation
Compliance zero tolerance (comply 100%) comply 100% comply 100%
Compliance
Right Governance
Business Ethics zero tolerance (comply 100%) comply 100% comply 100%
Business Ethics Anti Bribery &
Whistleblowing zero tolerance (comply 100%) comply 100% comply 100%
System
Data Privacy No data leaks No data leaks No data leaks
Data Privacy &
Security % employee participation of
Cyber Security 90% involved 100% involved
cybersecurity e-learning
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PA R T/ 02.
MANAGEMENT OF ESG INITIATIVE METRICS AND TARGETS
[3-3, 2-23, 2-25]
Energy Management
Essential to Manage The Company requires much energy to carry out its operational activities. This
energy supply is obtained through cooperation with strategic partners.
Impact The negative impact of energy use is that the emissions produced over time will
worsen global warming and climate risks. Thus, TelkomGroup seeks to manage
energy use wisely to reduce the footprint of greenhouse gas (GHG) emissions.
Commitment and Target • Maintain the intensity of energy use each year.
• Requires emission reductions each year.
• Consistently calculate the total energy use and emissions produced.
• Requires an increase in the use of renewable energy each year.
Policy and Strategy Internal strategies and policies to reduce resulting GHG emissions are through
efficient energy use. Telkom is developing ‘Green BTS’ through our subsidiaries,
namely Telkomsel and Mitratel, by utilizing environmentally friendly alternative
energy sources such as fuel and solar cells. Apart from that, Telkom also runs
the Energy Efficiency Movement (GePEE), program and uses electric-powered
operational vehicles (EVs).
Evaluation of Management • GHG emission reduction of scope 1 & 2 by 7% compared to 2022.
Effectiveness • Total energy consumption by 7,308,845 GJ.
• Planted 45,500 mangrove trees and 3,920 coral reefs, and revegetation of
62,150 trees in 10 locations.
• 830 sites using solar cells, fuel cells, and micro-hydro.
• 22% electric vehicle (EV) ownership by employees, especially senior
management.
• The number of beneficiaries of renewable energy from MHP reached 23
households.
Material Procurement and Efficiency
Essential to Manage The Company need much material in the form of equipment to provide
communication services. The certainty and availability of this equipment are
very crucial, as is the waste management.
Impact Communication equipment at the end of its life will become waste, so it needs
to be managed.
Commitment and Target • Waste reduction of up to 5 tons by 2030.
• Reuse of modem devices with a growth of 15% by 2025.
• Strive to reduce the amount of waste generated each year, and increase
reduce, reuse, recycle (3R) waste.
Policy and Strategy Telecommunication equipment material management is done by reducing
the primary material, recycling, and reusing electronic waste.
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TELKOM SUSTAINABILITY
Evaluation of Management • Electronic waste (e-waste) is handed over to a third party that has a processing
Effectiveness license.
• The number of integrated waste processing reaches 13 locations.
• During 2023 there were no cases related to environmental pollution due to
e-waste.
• The number of reused modem devices reached 183,173 equivalent 0.32%.
• Office waste reduction (paper, water, and electricity) reached 21%.
• SIM card recycling reached 52,000 equivalent to 260 kg of waste.
Excellent Service
Essential to Manage As a service company in the telecommunications sector, excellent service is the
key to the Company’s success in supporting economic performance.
Impact Customers are Telkom’s priority, and we always want to provide them with
the best experience. Excellent service can improve customer experience and
growth which will then have a positive impact on financial and operational
performance.
Commitment and Target • TelkomGroup’s Net Promoter Score (NPS) is targeted to be at least 54 by the
end of 2023. NPS measurement is a form of Telkom’s commitment to listen
to the voice of the customer which is the basis for continuous improvement
and customer experience efforts.
• Net Promoter Score (NPS) for the Consumer segment (Telkomsel-Fixed) is
targeted at 40 by the end of 2023. The target score grew 33.3% compared to
the previous year’s achievement of 30.
• Continue to improve customer experience with Net Promoter Improvement.
Policy and Strategy Carry out preventive and proactive activities to prevent disruptions, provide
after-sales guarantees, and provide the best service, including service delivery,
service assurance, and measurement of service quality. Apart from that, we also
made radical and comprehensive improvements, which included aspects of
people, processes, systems, and tools.
Evaluation of Management • The achievement of TelkomGroup’s NPS score in semester 2 of 2023 was
Effectiveness 56 with an increase of 1 point from the achievement of the NPS score in
semester 2 of 2022.
• The achievement of the NPS score of the Consumer segment (Telkomsel-
Fixed) in semester 2 of 2023 is 47 with an increase of 17 points from the
achievement of the NPS score in semester 2 of 2022.
• The technical disruption trend decreases by 1.13% from December 2022 to
December 2023.
• The average technical repair time is 6.18 hours in 2023.
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Employee and Community Engagement
Essential to Manage Reliable and highly competent employees are the backbone of the Company in
providing services to customers and running operations so that the Company
ensures the fulfillment of talent acquisition according to the needs of workforce
planning. Likewise, the community becomes part of the service targets that
require education, and as beneficiaries of our services.
Impact Companies with reliable human resources will find it easier to carry out business
activities. Meanwhile, the existence of a growing and empowered community
will support economic growth and become potential customers to support
TelkomGroup’s performance growth.
Commitment and Target • The number of beneficiaries of the MSE Development and Community
Engagement and Empowerment programs grew by 10% each year.
• The number of female employees in TelkomGroup will reach 32% in 2030.
• The number of female employees at management level reaches 27% by 2030.
• 1.5% of TelkomGroup disabled employees by 2030.
• Digital inclusion with PaDi UMKM, Pijar Belajar, GOVTech.
Policy and Strategy HR management at TelkomGroup refers to:
1. KD.28/PS560/SD M-20/2004 regarding Remuneration System.
2. PR.209.05/r.01/HK250/COP-A4000000/2020 regarding Employee Dicipline.
3. PR.205.09/r.00/HK200/COP-A300000/2021 regarding Performance
Management System.
4. PR.204.06/r.00/HK200/COP-A0300000/2022 regarding Talent Acquisition.
5. PR.206.03/r.01/HK250/COP-B020000/2022 regarding Learning and
Development Management.
6. PR.207.26/r.00/HK200/COP-A0300000/2022 regarding Guidelines for
Determining Income for Employees of Subsidiaries and Affiliates within the
Scope of the TelkomGroup.
7. PR.208.07/r00/HK250/COP-A0300000/2022 regarding Career and Succession
Management for Employees.
TelkomGroup also supports the commitment of the Ministry of Manpower and
the International Labor Organization (ILO) in realizing an Indonesia free of child
labor and implementing gender equality and diversity.
On the other hand, community involvement is carried out through social
responsibility activities that refer to:
1. Directors Regulation No. PD.703.00/r.00/HK200/CDC-A1000000/2021,
December 31, 2021, regarding Social and Environmental Responsibility
Programs;
2. Director of Human Capital Management Regulation No. PR.703.01/r.00/
HK200/CDC-A1000000/2022 dated March 30, 2022, regarding Guidelines for
the Operational Implementation of Social and Environmental Responsibility
Programs.
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TELKOM SUSTAINABILITY
Evaluation of Management • The number of employees was 7,469 as of the end of 2023.
Effectiveness • The number of female employees in Telkom Parent is 2,760 people or 36.95%.
• 829 people or 29.96% of female employees occupy managerial levels in
Telkom Parent > Senior Management and Middle Management.
• Employee engagement index 88.15% for Telkom Parent.
• The MSE Development program benefited 21,935 communities and the
Community Engagement and Empowerment program benefited 1,188
beneficiary communities.
• The number of assisted partner MSEs is 11,180 assisted MSEs.
• 2,900 active users of PaDi UMKM.
• The number of employees with disabilities is 0.39%.
Training and Education
Essential to Manage Reliable human resources who are aware of the use of technology need to
be supported by training and education so that the benefits of technology
support productivity and prosperity. Research and development is also part of
the need to provide high-quality services.
Impact Adequate training and education programs will improve the quality of human
resources and their productivity.
Commitment and Target • 21.17% digital talent from total TelkomGroup employees until 2025.
• 20% until 2025 conversion rate applies from Digistar Class participants (pre-
nurturing employees).
• Total training hours a year reached 11,019,700.80 hours, with average training
per employee recorded at 65.16 hours a year.
Policy and Strategy Training and education are included in the talent journey. On an ongoing basis,
Telkom consistently runs training and education programs for employees in
class, by self-learning, and by participating in external training.
On the other hand, Telkom has Telkom Corporate University, which is an
educational institution that the general public can access to develop education.
Evaluation of Management • There were 5,580 employees who received training.
Effectiveness • The average training hours per employee per year is 65.16 hours.
• There are 19 institutions outside TelkomGroup that have used Telkom
Corporate University services.
• The number of Digital Talent reached 17.18%.
• The number of Digistar Class participants who registered as Telkom
employee candidates was 92 people from the target of 60 people.
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Compliance
Essential to Manage As part of a SOE, compliance with all regulations is the basis for implementing
good governance.
Impact Compliance with regulations will expedite business activities and minimize
operational and other risks, as well as enhance the Company’s image.
Commitment and Target Compliance with regulations, laws and policies.
Policy and Strategy Execute compliance related to licensing and Intellectual Property Rights. In
addition, we ensure that the company complies with applicable regulations
and laws by developing clear policies, procedures and guidelines. In addition,
we also conduct compliance monitoring and reporting, as well as handling
violations.
Evaluation of Management In the last three years, TelkomGroup has complied with applicable regulations,
Effectiveness laws and policies. In the last three years, there have been no sanctions or fines
related to non-compliance imposed on TelkomGroup.
Business Ethics
Essential to Manage Good governance is the application of business ethics which is the basis of
stakeholder trust and the Company’s reputation.
Impact The impact of this topic is related to the Company’s integrity and image.
Therefore, the Company requires all top management and Telkom personnel
to comply with the anti-corruption policy. In addition, vendors and or other
stakeholders who work together are also expected to support anti-corruption
practices at Telkom.
Commitment and Target There is zero tolerance for ethical violations and cases of corruption, graft,
bribery or fraud.
Policy and Strategy The Company has an anti-corruption policy that applies to all Telkom
personnel without exception. To increase awareness of anti-corruption,
periodic socialization, and awareness are carried out to all employees, which
are also submitted in the monitoring and evaluation report to the Corruption
Eradication Commission (KPK). TelkomGroup also runs a violation reporting
system. In addition, TelkomGroup also implements the signing of integrity
pacts, carries out gratification control, conducts ISO 37001:2016 Anti-Bribery
Management System certification, and runs a whistleblowing system (WBS).
Evaluation of Management • Action against all reports of corruption, gratuities, bribery, and fraud cases in
Effectiveness accordance with applicable regulations.
• Areas accessed by ISO 37001:2016 include Group Strategic Procurement,
Human Capital Business Partner (Recruitment function), and Telkom
Shared Service Center (Procurement Support & General Affair Unit, Network
Procurement Operation, and IT & Others Procurement Operation).
• Throughout 2023, the number of complaints submitted to the WBS was 184.
The number of complaints that qualified for processing was 28.
• There are no cases of corruption, gratification, bribery, or fraud.
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TELKOM SUSTAINABILITY
Privacy and Data Security
Essential to Manage For us, superior technology must be accompanied by trust and data security,
and guarantees of customer data confidentiality as a form of ethical business.
Impact The negative impact that needs to be managed from this topic is if there is a
data leak or misuse by irresponsible parties. In addition, cybercrime also needs
to be addressed. TelkomGroup always strengthens the security management
system and improves cybersecurity.
Commitment and Target • No data breaches.
• Cybersecurity compliance and training.
Policy and Strategy TelkomGroup has a management system and internal policies regarding data
privacy and security. One of our commitments is to implement a data security
management system that refers to ISO 27001 and has received certification
which is valid until 2025.
Evaluation of Management • There were no material complaints and/or data leakage incidents in the
Effectiveness reporting period.
• There was cyber security awareness training attended by 6,673 employees
from all units.
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Sustainability Performance
48 S U S T A I NAB
A B I L I T Y RE
E P OR
RT 2023 PT Telkom Indonesia (Persero ) Tbk
Page 51
Pa r t/ 03.
03.
Sustainability
Performance
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Sustainability Performance
SUSTAINABILITY PERFORMANCE
Telkom has confirmed the sustainability pillar as the primary foundation for developing and implementing sustainability
initiatives in the value chain. Telkom’s sustainability performance achievements, including ESG and economic aspects,
are expected to positively impact the company through sustainable business growth, added value for stakeholders, and
support environmental conservation.
Environmental: Value for the Planet (Right Environmental Approach)
ECO-FRIENDLY WORK 4. The process of processing waste in several Telkom
offices so that the waste can be recycled.
CULTURE 5. Implementing flexible working arrangement can be a
form of reducing motor vehicle emission.
To build environmental awareness concern, Telkom
implements an eco-friendly work culture. All employees
are expected to participate so that this culture can
ENERGY AND EMISSIONS
have a positive impact on the environment and change MANAGEMENT
the mindset to care more about environment. This is a
manifestation of the implementation of Telkom Wellbeing Climate Strategy
which has been stated in PK.209.07.01/R.00/HK200/
COP-A3000000/2022 regarding Telkom Wellbeing, where The telecommunications sector is considered an industry
Environmental Wellbeing is one of the seven dimensions with low pollution levels. However, Telkom active in carrying
of Telkom Wellbeing. Not only employees, we also urge out initiatives to reduce its environmental footprint. We
partners who carry out their activities in TelkomGroup have implemented decarbonization initiatives, including
operational area to support an eco-friendly work culture. energy reduction, energy management in data centers,
waste management, resource efficiency, and using
Some forms of activities that are implemented in the renewable energy sources to reduce carbon emissions.
Company, namely:
1. Maximizing digitization and utilization of information To strengthen Telkom’s commitment to support the
technology systems to reduce paper usage. government’s target of achieving Net Zero Emissions
2. Establish policies for the use and dissemination of (NZE) in 2060, Telkom designed a Climate Change Strategy
information through online systems, such as online framework that contains details of decarbonization
official memo, virtual meeting, shared files, online activities. This framework was developed from Telkom’s
survey, and IT-based HR services. ESG Pillar - Right Environmental Approach.
3. Implementing a paperless system in sending invoice
to customers.
50 S U STA I N A B I L I TY R E P O RT 202 3 PT Telkom Indonesia (Persero ) Tbk
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RATED GOVERNA
TEG NC
IN E
Green
RIGHT PEOPLE Data Ce
SERVICE EXCELLENCE nte
COMMUNITY EMPLOYEE
r
ENGAGEMENT
TRAINING & EDUCATION
es
3R Initiativ
Decarbonization
Goal
n BTS
RIGHT ESG Net Zero
Gree
RIGHT
RIGHT
ENVIRONMENT GOVERNANCE
GOVERNANCE
APPROACH
ENERGY MANAGEMENT
COMPLIANCE
COMPLIANCE
& CLIMATE CHANGE
BUSINESS ETHICS
BUSINESS ETHICS
E
Ma -waste
MATERIAL SOURCING
DATA PRIVACY &
& EFFICIENCY DATA PRIVACY &
SECURITY
SECURITY na g e
m e nt
R IS
K MA NT
NAGEME
To achieve NZE, Telkom has set baselines and targets for reducing electrical energy consumption and fuel, as well as
managing electronic waste, which can contribute to reducing GHG emissions.
Emission Reduction Targets TelkomGroup identifies and groups risks and
opportunities related to climate change into two
Telkom has recently implemented GHG emission categories, namely physical and transition risks. This
reduction initiatives as part of climate risk mitigation. grouping of risks and opportunities related to climate
Through these initiatives, in 2023, the GHG emissions change refers to the International Financial Reporting
produced reach 1,724,335.18 tons of CO2eq, a decrease of Standards (IFRS) S2, developed from the Task Force
7% compared to 2022. on Climate-related Financial Disclosure (TCFD)
recommendations. In each category, the Company
As climate challenges strengthen, TelkomGroup is identifies several risks and opportunities that have
taking strategic steps to improve ESG risk management, occurred or have the potential to happen, as in the table
especially in dealing with the issue of climate change. below. However, in this first process, the Company only
In 2023, TelkomGroup has begin identifying risks and conducted a detailed study using climate scenarios for
opportunities related to climate change that can impact only one risk for each category.
the Company. This aligns with TelkomGroup’s efforts to
continually create sustainable value for stakeholders
by considering climate aspects when preparing the
Company’s business and operational strategies.
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Sustainability Performance
Climate Related Risks and Opportunities Table [201-2]
Type Risk (R)/Opportunity (O)
Physical Acutely • Extreme rain/flooding [R]*
Due to extreme weather events • Cyclone [R]
• Forest fires [R]
• Heatwave [R]
Chronic • Temperature rise [R]*
Due to long-term changes in climate patterns • Increased precipitation [R]
• Sea level rise [R]
• Water stress (due to drought) [R]
Transition Policy & legal • Increased carbon price [R/O]*
Due to changes in emission reduction regulations • Changes in energy costs due to energy
regulation [R]
Technology • Renewable energy [O]*
Due to the adoption of technologies and • Low carbon/green ICT technology [O]
innovations that support emission reduction
Market • Material supply price change [R/O]*
Due to changes in market prices and demand for • Changes in consumer preferences [R/O]
high-emission commodities, low-carbon services
and products
Reputation Reputation impact meets stakeholder
Due to shifting stakeholder perceptions and expectations* [R/O]
expectations of climate action
* TelkomGroup understand that there are various other climate-related risks/opportunities that can affect the Company’s business. The risks/opportunities
presented in the table refer to climate-related risks and opportunities that will be analyzed in more depth in the analysis of climate scenarios in the current
reporting period.
The results of this analysis are important for TelkomGroup to strengthen the Company’s business resilience. In line with
TelkomGroup’s commitment to continue transforming sustainability efforts, Company is also carrying out systematic
climate change mitigation and adaptation, as stated in TelkomGroup’s ESG strategy.
Climate-related Disclosures Comply with International Standards
TelkomGroup is aware of stakeholders’ aspirations and expectations regarding the increasing climate change issues. For
this reason, TelkomGroup, for the first time, created the 2023 Telkom Indonesia Climate Risk Report, which presents
structured climate disclosures referring to IFRS S2, which was built from TCFD recommendations..
52 S U STA I N A B I L I TY R E P O RT 202 3 PT Telkom Indonesia (Persero ) Tbk
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nd
ce ls a
e r nancontro nage,
, a
Govcesses s to m ervise d
n
Pro cedure nd sup isks a
r
pro nitor a lated Strateg
mo ate-re ties. Corpora y
i
clim ortun te
to mana strategies
opp g
related ri e climate-
opportu sks and
nities.
Risk management
The process of
identifying, assessing,
prioritizing and
monitoring climate- Metrics and targets
related risks and The Company’s
performance is related to
opportunities, climate-related risks and
including integration opportunities, as well as
targets.
into the Company’s
risk management.
For further information regarding the 2023 Telkom Indonesia Climate Risk Report, you can see the Climate Risk report is
submitted in a separate report, and can also be accessed on the ESG Menu in the Telkom Website https://www.telkom.
co.id/sites/about-telkom/en_US.
Energy Management [302-1][302-2][302-3]
The most significant energy consumption in telecommunications industry is in data center, where electricity consumption
for cooling the data center will be very large. Apart from that, for Telkom another significant energy use comes from fuel
oil (BBM) consumption. In 2023, the Company recorded total energy usage reaching 7,308,845 GJ with the energy use
reduction reach 708,878 GJ compared to 2022. Factors that influence fluctuations in energy consumption include a
decrease in fuel consumption:
Energy Consumption
2023 2022 2021*
Energy Consumption
GigaJoule (GJ)
Electricity Consumption 7,062,896 7,523,271 7,099,544
Fuel Consumption 245,950 494,453 408,006
Total Energy Consumption 7,308,845 8,017,723 7,507,550
Remark :
* Restatement due to changes in electric meter conversion devices at Telin Hong Kong.
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Sustainability Performance
In 2023, there was a decrease in electricity consumption by 6.1 % from the previous total consumption of 2,089,797,376
kWh in 2022 to 1,961,915,432. This decrease was caused by a significant reduction in consumption from BTS, starting to
switch to energy-saving BTS and using EBT.
Electricity Consumption
2023 2022 2021*
Electricity Consumption
kWh
Fixed Network (STO) 282,953,999 286,640,402 280,779,670
Cellular Network (BTS) 1,477,828,063 1,644,933,633 1,555,857,416
Operational (Buildings)* 109,690,516 72,934,383 53,447,585
Data Center 91,442,854 85,288,958 82,010,821
• Data Center Telkom Data Ekosistem 87,008,410 81,251,380 73,964,687
• Data Center Telin di Hong Kong** 2,644,994 2,345,578 6,512,534
• Data Center Telin di Timor Leste 1,789,450 1,692,000 1,533,600
Total Electricity Consumption 1,961,915,432 2,089,797,376 1,972,095,492
Remark :
* Buildings which managed by Telkom Property.
** Restatement due to changes in electricity conversion measuring instruments at Telin Hongkong.
Most of our operational needs, including BTS, STO, data center and vehicle fleet, are accommodated using fuel oil
(BBM). In 2023, TelkomGroup recorded fuel usage of 6,831,934 liters, an decrease of 50.3% compared to the previous year.
This decrease was caused by the increase in the use of energy efficient BTS that use EBT.
Fuel Consumption
2023 2022 2021*
Fuel Consumption
Liters
Fixed Network (STO) 466,395 575,475 952,913
Cellular Network (BTS) ± 3,369,892 ± 11,437,661 ± 8,396,831
Operational Vehicle* 2,958,557 1,691,921 1,953,809
Telkom Data Ekosistem Data Center 31,090 17,735 19,954
Telin Data Center in Timor Leste 6,000 12,000 10,000
Total Fuel Consumption ± 6,831,934 ± 13,734,792 ± 11,333,507
Remark :
* Vehicle which managed by Telkom Property.
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Energy Reduction Initiative [302-4] In addition to electrical energy, we use energy from fuel
oil (BBM). So far, Telkom has been trying to reduce fuel
Energy management is carried out to increase energy consumption through several initiatives, namely:
use efficiency every year, including Telkom’s initiative to 1. During STO operations, generator capacity
optimize electrical energy. optimization is carried out for efficiency in diesel fuel
1. Use of LED light and cooling system management in consumption by adjusting generator capacity to load
office buildings. capacity.
2. Use of reflective glass with a thickness of 6 mm in some 2. Use of energy efficient and environmentally friendly
office buildings thereby reducing incoming heat. technology for BTS operations.
3. Using a lighting zoning scheme, namely differentiating 3. Build a Smart Energy Management Systems that
the lighting ignition area as needed so as to save aims to obtain energy saving opportunities in office
energy. buildings.
4. Implement lighting operating schedules and 4. Utilizing renewable energy from rooftop solar power
automatic devices to save electricity consumption for some viable buildings.
without disturbing the comfort and safety of building
users. On the other hand, our Subsidiary, namely Telin is
5. Using a collection of capacitors (capacitor bank) to assessed periodically by an independent agency referring
optimize electricity use. to ISO 50001:2018 and SS 564 Part-1:2013, manages data
6. Educating employees to save energy. center energy use through several efforts, namely:
7. Placing warning boards and stickers in various strategic 1. Use of Internet of Things (IoT) concept through sensor
locations to remind employees to save electricity and power for non-IT electronic, such as automatic light
water. adjustment that is affected by time/hours.
8. Implementation of the Energy Management 2. Use of Diesel Rotary Uninterruptible Power Supply
Workshop supporting Telkom’s Energy Efficiency Care (DRUPS) technology for backup power sources
Movement (GePEE). (genset). This technology replaces the use of batteries
9. Operational management of building mobilization which produce a lot of chemical effects on the
equipment (Lifts) to control building occupant traffic environment.
hours.
10. Setting the office room temperature at 25o – 27o Green Data Center
Celsius and changing the environmentally friendly
refrigerant. In TelkomGroup’s operational activities, it was identified
11. Implementation of a solar energy trial program at the that the most significant energy use came from data
Telkom Data Ekosistem. center management managed by our subsidiary, namely
12. Implement a containment system to separate cold PT Telkom Data Ekosistem (NeutraDC). We reduce data
and hot aisles in the data center so that cold and center energy consumption by adjusting the temperature
hot air do not mix so that the cooling system can be and humidity of cooling devices to maintain power usage
optimal and efficient. effectiveness (PUE) at average and efficient levels.
On the fixed network, efforts have been made to support NeutraDC took the initiative to decarbonize through
energy reduction by means of: the Green Data Center program which includes several
1. Optimization of the conditioning device room system efforts, including:
to increase the reliability of cooling system (AC) and 1. Efficient cooling solutions realized through
electrical energy efficiency by using an inverter system investments in innovative cooling technologies, such
that saves electricity consumption. as direct-to-chip liquid cooling and discretionary
2. Revitalization of obsolete and inefficient devices with cooling, to optimize energy use and minimize water
devices with efficiency levels greater than 90%. consumption.
3. Use of solar panel systems at 207 sites Telkomsel and 2. Implement AI-based energy management to increase
623 sites Mitratel. energy efficiency and reduce operational costs.
4. Enhancement cooling system in the data center. 3. Implement green building designs by ensuring
infrastructure with minimal waste and energy
efficiency.
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Sustainability Performance
New and Renewable Energy Use [302-1][302-4] [TC-TL-130a.1]
Energy management is a strategic approach to achieving optimal efficiency in using energy resources and simultaneously
reducing environmental impacts through reducing greenhouse gas (GHG) emissions. Since 2016, Telkom has utilized
renewable energy sources, namely solar energy (solar cells) and (fuel cell) technology, in a managed BTS called Green BTS.
Utilization of Solar Cells
2023
830 sites 791 sites
7,322.65 GJ 6,103.65 GJ
Utilization of Fuel Cells
2023
25 sites 31 sites
39.7 GJ 55.3 GJ
Inventory of Emission Data [305-5]
Our emissions come from various TelkomGroup operational activities (electricity and fuel consumption). In 2023,
TelkomGroup’s operational activities has produce GHG emissions of 1,724,335.18 tons of CO2eq, experiencing a decrease
compared to the GHG emissions produced in the previous year. This reduction in GHG emissions occurred because it
was influenced by reducing fuel consumption using energy-saving equipment sourced from EBT, especially at BTS.
GHG Emission Produced [305-1][305-2]
2023 2022 2021*
Description
Ton CO2eq
Emission from Electricity Consumption 1,705,940.75 1,817,273.31 1,714,250.44
Emission from Fuel Consumption 18,394.43 36,825.69 30,407.57
Total Emission Generated 1,724,335.18 1,854,099.00 1,744,658.01
Remark :
* Restatement due to changes in electric meter conversion devices at Telin Hong Kong.
To balance the impact of emissions, we implement various efforts to reduce greenhouse gas emissions. These steps
include multiple initiatives, such as implementing savings in electrical energy use, namely by using LED lights and
energy-efficient HVAC systems in office buildings.
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WATER MANAGEMENT
To manage environmental impacts, we pay great attention to water use management in the office buildings in which
we operate. In 2023, the volume of water use reach 1,518,789m3, an increase of 3% from the previous year. This change
was caused by the rise in the number of occupants in several buildings and the boiling weather factor of El Nino globally
throughout 2023.
Water Consumption [303-5]
2023 2022 2021*
Description
m3
Water Consumption* 1,518,789 1,472,761 1,327,897
Remark : * The source of water consumed comes from Perusahaan Daerah Air Minum (PDAM) or Regional Drinking Water Company and data presented comes
from buildings managed by Telkom Property.
TelkomGroup also educates employees about responsible In 2023, a series of initiatives related to biodiversity were
water use as part of its environmental commitment. We carried out, including:
also implement water conservation initiatives to support 1. Planting 45,500 mangrove trees on an area of 45 ha.
our commitment to the environment. For example, we 2. Rehabilitation of 3,920 coral reefs at 3 location points.
carry out wastewater recycling management, namely 3. Planting 62,150 trees in 10 locations.
using condensation wastewater from Air Handling Unit 4. Synergy of environmental care programs with 83
(AHU) as a medium for air conditioning and watering communities from the public, residents around
plants in the building yard. conservation areas, members of nature lovers,
environmental organizations, and representatives of
BIODIVERSITY PRESERVATION Telkom employees.
Telkom’s active in efforts to preserve biodiversity as part
of environmental responsibility, even though Telkom
does not have operational areas in conservation areas.
By collaborating closely with related institutions and
communities, the company emphasizes its commitment
to protecting the environment and contributing
positively to maintaining the balance of the surrounding
ecosystem. [304-1]
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WASTE MANAGEMENT [306-2]
Electronic devices, packaging, and paper are solid wastes our operations generate. A series of programs and ongoing
efforts have been used consistently to manage waste by providing some waste to external parties for them to managed.
TelkomGroup provides solid waste (organic and non-organic) to the local government Cleaning Service, while solid
electronic waste is handed over to third parties with management permits.
In 2023, TelkomGroup recorded waste generated at 108,556.6 tons, increasing 342.6 ton from the previous year. IThe
increase may occur due to the company can increase the device’s efficiency to increase the number of customers.
B3 and Non-B3 Waste [306-3]
2023 2022 2021*
Description
ton
E-waste 20.7 18.1 15
Non-E-waste 108,535.9 108,195.9 106,931.2
Total Waste 108,556.6 108,214.0 106,946.2
In our operations, electronic waste (e-waste) is obsolete customer devices. Telkom has carried out product end-of-life
management for IT hardware such as computers, servers, and routers, including in Customer Premises Equipment
(CPE). Devices that are still usable were kept as temporary replacements or emergency backups. The device was stored
pending a management decision if it cannot be used. In addition, Telkom actively filters and repairs electronic waste so
that it can be used as an educational resource for people in need. [TC-TL-440a.1]
Withdrawn CPE and Its Management
Type Unit Method 2023 2022 2021
Modem (ONT) Unit Reuse Utilization 183,173 unit 278,776 unit 427,900 unit
Another effort to reduce the generation of solid waste In order to reduce the use of materials that can only be
from product is to reduce the size of the physical card to used once, Telkom switched to using applications, while
3-in-1 for new SIM card starter pack and physical voucher. the features provided by Telkom are tailored to customer
Meanwhile, through Go Digital Channel program, Telkom needs. Telkom also launched the Eduvice program to
changed physical voucher to electronic ones to reduce increase public awareness about overcoming climate
waste generation. In addition, this program not reduce change. This program asks employees to put personal
the solid waste of physical voucher but also support the electronic waste in the main office’s electronics box to
reduction of printing, logistic/storage, and distribution cost. reduce electronic waste. This waste is processed into
value-added goods by waste management partners.
Telkom also teaches vocational school students to repair
electronic devices and reduce waste.
.
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Distribution of Eduvice
71 Eduvice 191 Eduvice
device device
2023
10 beneficiary 12 beneficiary
group group
ENVIRONMENTAL INITIATIVES Tuksongo Village Integrated Waste
Management
INVOLVING EXTERNAL PARTIES
Telkom collaborated with the Tuksongo village
TelkomGroup’s commitment to preserving the community carrying out waste management using
environment and realizing climate resilience is not recycling methods. A total of 700 kg was recycled into
only carried out within the operational scope. Through liquid fertilizer, biogas, and magot. The potential for
implementing social and environmental responsibility reducing GHG emissions from this program is 0.24
programs, we involve stakeholders in environmental tons CO2eq. Telkom also assisted with disposal facilities
conservation actions. and waste shredding machines at 14 locations across
7 provinces.
Bresih Program
Telkom runs the Bresih Program in Tuksongo Village,
Magelang, Central Java. The action carried out in this
program is providing waste management training.
Through this program, now the people of Tuksongo
Village are actively sorting waste independently so that
it is then processed and handed over to the waste bank.
The average amount of waste collected per day is around
825 kg, which means we can reduce the GHG emissions
by around 0.24 tons CO2eq from waste.
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SOCIAL: VALUE FOR THE PEOPLE (RIGHT PEOPLE)
CUSTOMER AS MAIN PRIORITY
Motto “EXIST”, is the spirit that underlies every step we take in developing our business and providing the best for
customers. We are committed to ensuring customer satisfaction by providing products and services that provide
solutions for them, as well as maintaining service quality standards to provide an optimal customer experience. Apart
from that, we also continuously develop products and services that can contribute positively to ESG aspects.
Number of Telkom Product Users [TC-TL-000.A, TC-TL-000.B, TC-TL-000.C]
Consumer 10.049 million
IndiHome f ixed
Fixed voice, fixed broadband, IP-TV, and broadband customers
digital services.
Mobile 159.3 million
cellular
customers
151.8 million
prepaid
customers
Cellular legacy services (voice and SMS),
mobile broadband, as well as mobile
digital services including IoT, big data, 7.5 million 127.1 million
financial services, VOD, music, gaming, postpaid mobile broadband
and digital advertisement. customers customers
Enterprise 524
Groups of SOEs, MOCs,
and Public Service
618,854
MSEs
Agencies customers customers
ICT and platform services that include
connectivity, IT services and cloud,
business process outsourcing, devices,
1,694 714
satellite business, digital services and Government
Private Institution
adjacent services, such as e-health customers customers
services and ATM management.
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Wholesale & 7 26
International
other licensed transponder &
operator (OLO) closed user
customers group customers
Business
Domestic and international wholesale traffic,
382 593
internet service global partner
network, and digital platform and services as well as provider customers customers
tower, data center, and managed infrastructure and
network.
Others
Telkom carries out business development with a
customer-oriented focus. From the planning stage to
launch, we ensure that each product not only meets
quality standards, but also has a positive impact on
Digital services such as digital platform, digital our customers’ daily lives. By embracing technological
content, e-commerce for B2B, and property
advances and armed with a deep understanding of local
management in view to fully utilize Telkom’s
needs, TelkomGroup will continue to develop innovative
property assets throughout Indonesia.
solutions that can respond to the development and
acceleration of digital telecommunications.
Telkom always ensures that the product marketed have
17.7 million been checked and gone through a safety evaluation
active users of digital music process for use and the wider community. The electronic
(RBT, music streaming,
device accompanying our product and service have also
and Langit Musik)
met the requirement that apply in Indonesia regarding
a proper level of security for customer. In addition to
aspect of product and service safety, TelkomGroup runs
Telkom Integrated Quality Assurance (TIQA) program as
15.6 million a form of guarantee for product and service to consumer.
paid users TIQA provides after-sales guarantee and implement
of digital games customer service policies that focus on service delivery,
service assurance, and measuring service quality. Until
now, there have been no product recall for reason of
security risk that could harm consumer.
10.5 million
paid users of
digital edutainment
(OTT Video)
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Creating the Best Service Experience
Creating the best service experience has become the main key for TelkomGroup in its efforts to maintain customer
satisfaction. We are fully aware that positive experiences in interacting with our services can shape customers’ opinions
of our company. Therefore, we have focused our efforts on providing customers with a memorable experience, from the
first time they come into contact with us through every subsequent interaction.
Before a customer files a complaint, we have implemented corrective measures aimed at reducing incidents of
disruption, speeding up the problem resolution process, and preventing recurrence of the problem. Efforts are made by:
Proactive Preventive Predictive
namely repairing or solving namely minimizing the namely preventing interference
problem before customers potential for interference from design and with the
feel disturbed (report) by from the start of several utilization of Big Data, Artificial
utilizing Big Data. indications that appear. Intelligence, and Robotic
Process Automation(RPA).
We continually improve services to customers is also realized through various programs that was designed to improve
service quality on an ongoing basis. Every program created is directed at supporting the customer experience in various
aspects of interaction with us. From increased technical support to easier access to information, we strive to ensure that
each of these programs can provide significant added value for our customers.
Telkom Customer Service Program
Preventive and Proactive After-sales warranty Customer Service
namely efforts to prevent which is a program • Service Delivery
disruption that occur to implemented to ensure • Service Assurance
customer through preventive compliance with after-sales • Measurement of Service
and proactive activities so service standard. Quality using Service Quality
that any potential disruption Index
can be followed up before the
customer report.
Download Speed [TC-TL-520a.2]
Customer satisfaction is influenced by their experience using our products and services, one of which is related to
internet speed. We strive to provide a stable and fast internet network. The following is Telkom’s average internet speed
data:
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Average Download Speed
2023 2022 2021*
Description
Megabits per second (Mbps)
Telkom Server 33.38 28.09 23.60
All Server 31.43 25.79 21.88
All Server (Exclude Telkom) 28.88 22.37 19.82
Network Interruption Management
Generally, the disruptions we constantly handle cover various aspects, such as network quality In dealing with these
various types of disruptions, we have developed a holistic and sustainable approach to ensure smooth service for
customers. In 2023, there were fluctuations in the percentage of disruptions that affect customer comfort due to various
factors including mass disturbance. In addition, the average time required to resolve this problem is around 6.18 hours.
Disruption Trend [TC-TL-000.D]
2023 2022 2021*
Description
Disturbed Customer
Q Disruptions(*) 2.88 3.59 5.12
Remark :
(*) Q disruptions represent the number of disrupted customers per 100 customers in a 30 day measurement period.
Mean Time to Repair
2023 2022 2021*
Description
Hour
Mean Time to Repair 6.18 6.2 8.5
We continually improve the customer experience on an ongoing basis, one of the efforts being made is to seek customer
feedback and then act on it actively. We are carrying out continuous improvement through the Close-the-loop Program,
by caring for and solving customer pain point/negative voice of customer to improve customer experience (Corrective).
In addition, we strive to improve the quality of company interaction with customers on an ongoing basis through
digital touch point, namely myIndiHome (for Consumer segment), MyCarrier (for Wholesale segment), and MyTEnS (for
Enterprise segment). This step aims to ensure that our customers have better access to our services and interact more
efficiently with them.
Measuring Net Promoter Score (NPS) and Handling Customer Complaints
Telkom adopted the Net Promoter Score (NPS) metric to get an accurate picture of customer voice at any given time.
These NPS results provide valuable feedback that guides continuous improvement in our customer experience and
ensures that the improvement steps we take are aligned with customer needs.
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NPS TelkomGroup 2022-2023
Customer Experience 2023 2022
Net Promoter Score 2H 2023 1H 2023 2H 2022 1H 2022
Telkom 56 57 55 51
Point Increase -1 2 4 2
NPS Consumer 2022-2023
Customer Experience 2023 2022
Net Promoter Score 2H 2023 1H 2023 2H 2022 1H 2022
Telkom (Consumer) 47 35 30 26
Point Increase 12 5 4 3
NPS Enterprise 2022-2023
Customer Experience 2023 2022
Net Promoter Score 2H 2023 1H 2023 2H 2022 1H 2022
Telkom (Enterprise) 65 73 66 65
Point Increase -8 7 1 5
NPS Wholesale 2022-2023
Customer Experience 2023 2022
Net Promoter Score
Telkom (Wholesale) 73 64
Point Increase 9 9
NPS Mobile (Telkomsel-Mobile) 2022-2023
Customer Experience 2023 2022
Net Promoter Score 2H 2023 1H 2023 2H 2022 1H 2022
Mobile (Telkomsel-Mobile) 49 53 54 50
Point Increase -4 -1 4 1
On the other hand, we are available around the clock (24/7) to serve our customers, allowing them to raise complaints or
questions at any time. TelkomGroup has provided a complaint channel tailored to user needs. In this regard, we carefully
accommodate users with a variety of methods to convey their feedback.
Mobile customer complaints, can be submitted via:
Telkomsel Virtual Assistant at tsel.me/veronika Call center “Caroline” on number:
Twitter & Instagram @telkomsel • 188 (24 hours x 7 days) for postpaid (free) and prepaid
e-mail: cs@telkomsel.co.id (Rp300) subscribers
• +628110000333 from Overseas
• Nearest GraPARI
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Individual customer complaints, can be submitted via:
Application : myIndiHome.
Social Media : @IndiHome (Twitter), @IndiHome (Instagram), IndiHome (Facebook).
Complaint Facility : via web chat di www.indihome.co.id
e-mail : customercare@telkom.co.id
Call Center : 147
Telkom Plasa
Corporate customer complaints, can be submitted via:
Corporate Customers And Wholesale And International
MSME Customers
Government Institutions Customers
0800-1835566 dan e-mail: 08001 Telkom atau 08001035566 OLO Care Center: 0800-1444-777
tele-am@telkom.co.id e-mail: c4@telkom.co.id e-mail: occ@telkom.co.id
Social Media: @Smart_Bisnis (Twitter) Social Media: @TelkomSolution LinkedIn: Telkom DWS Official
dan Smartbisnis (Facebook) (Twitter) dan TelkomSolutionID Facebook: @dwstelkom @neucentrix
(Facebook) Instagram: @dws_tekom @neucentrix
Twitter: @neucentrix
Customer Satisfaction Survey
We continue to strive to collect feedback from customers regarding the services we have provided through this means.
We carry out this step annually as part of our commitment to maintaining service quality and better understanding our
customers’ needs.
Customer Satisfaction Survey
2023 2022 2021
Customer Satisfaction and Loyalty Survey (CSLS)
%
Consumer**
Customer Satisfaction Index (CSI) 7.46* 89.97 89.38
Enterprise
Customer Satisfaction Index (CSI) 94.90 97.70 97.90
Customer Loyalty Index (CLI) 90.40 95.10 94.30
Customer Dissatisfaction Index (CDI) 0.50 0.90 0.40
Wholesale
Customer Satisfaction Index (CSI) 91.52 87.33 83.4
Customer Loyalty Index (CLI) 77.69 87.14 83.1
Customer Dissatisfaction Index (CDI) 1.09 0.0 0.60
Mobile
Customer Satisfaction Index (CSI) 7.57* 7.56* 7.53*
Remarks:
* 1-10 scale.
** There were a change in the assessment method in 2023.
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HUMAN RESOURCES MANAGEMENT
Human resources (HR) have a significant role in business continuity and long-term growth. To build quality human
resources, we carry out employment practice based on international business regulation and norm. At the end of 2023
period, TelkomGroup was recorded as having 23,064 employees, consisting of 7,469 employees from parent company
and 15,595 employees from Subsidiary companies, with 99% or 22,863 from the total of TelkomGroup employees located
in Indonesia and 1% or 201 employees located outside country.
Number of Telkom’ Employees 2023 per Category
2023 2022 2021
Description
people
Employee Based on Gender
Men 4,709 5,887 5,996
Women 2,760 3,032 2,793
Total 7,469 8,919 8,789
Employee Based on Age
Age > 45 years old 3,075 3,941 4,295
Age range 30 - 45 years old 2,269 2,408 2,069
Age < 30 years old 2,125 2,570 2,425
Total 7,469 8,919 8,789
Employee Based on Education Level
Pre College 779 1,036 1,141
Diploma 437 607 666
Bachelor 4,628 5,485 5,205
Postgraduate 1,625 1,791 1,777
Total 7,469 8,919 8,789
Employee Based on Employment Status
Permanent Employee 6,960 8,173 8,073
Professional 299 404 410
Rehire - 284 252
Retirement Preparation Period 84 37 33
Study Assignment 126 21 21
Total 7,469 8,919 8,789
Employee Based on Position
Senior Management 122 139 136
Middle Management 2,645 2,994 2,988
Supervisor 3,653 4,436 4,434
Others 1,049 1,350 1,231
Total 7,469 8,919 8,789
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Employee Turnover [401-1]
In 2023, Telkom recorded an employee turnover rate of 6.81%, higher than last year of 5.94%. From these numbers,
employee retention at TelkomGroup is higher cause:
Employee Turnover
Description 2023 2022 2021
Total of Telkom employees 7,469 8,919 8,789
Total of employee turnover 509 530 1,150
Job transfer by choice 12 56 55
Become a Director of SOE or Government official 0 1 2
Discipline violations 1 1 6
Retired 475 436 1,022
Pass away 21 36 65
Percentage of Turnover (%) 6.81 5.94 13.08
Employee Turnover by Age and Gender
2023 2022 2021
Description
Men Women Men Women Men Women
Age < 30 years old 5 2 14 19 27 7
Age range 30-50 years old 9 4 22 14 15 16
Age > 50 years old 437 52 398 63 932 153
Sub Total 451 58 434 96 974 176
Total 509 530 1,150
Diversity, Equality, and Equal Opportunity
From recruitment to retirement, Telkom provides equal opportunities to all employees regardless of ethnicity, religion,
race, social status, and gender. Therefore, Telkom strives to develop a comfortable working environment for women and
men, including employees with disabilities. Telkom has a Collective Labor Agreement (CLA) that regulates the rights
and obligations of all (100%) Telkom employees.
TelkomGroup provides opportunities for all Indonesian citizens (WNI) to have career at Telkom. There is no child labor
or forced labor at Telkom. The minimum age for Telkom employees is 18 years. In 2023, Telkom hired 52 women and 64
men as new employees.
Recruitment of Employees by Age and Gender of Telkom [401-1]
2023 2022 2021
Description
Men Women Men Women Men Women
Age range 18-25 years old 22 31 128 190 228 270
Age range 26-30 years old 23 13 147 112 74 35
Age > 30 years old 19 8 10 9 0 0
Sub Total 64 52 285 311 302 305
Total 116 596 607
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We also provide opportunities for people with disabilities to work at TelkomGroup. We collaborate with the Education
Fund Management Institute (LPDP) and several universities in recruiting employees with disabilities. Until the end of
2023, TelkomGroup has 19 employees with disabilities consisting of 68% men and 32% women employees. Employees
with disabilities who work at TelkomGroup consist of the physically impaired, deaf, blind, and speech impaired who are
placed in call center, admin, finance and human capital, sales, teaching, network access, planning and performance, IT
platform, and digital business.
Number of Disabled Employees
2023 2022 2021
Description
people
Employee Based on Gender
Men 13 6 3
Women 6 5 3
Total 19 11 6
Employee Based on Age
Age <25 years old 4 2 2
Age range26 - 40 years old 14 8 3
Age> 40 years old 1 1 1
Total 19 11 6
Employee Based on Employment Status
Permanent Employee 19 11 6
Contract Employee 0 0 0
Total 19 11 6
TARGET 2023 Disabled Employees by 2023
0.43% Realization: 0.39%
For diversity, especially at the managerial level, we have 4,709 male employees and 2,760 female employees, which are
as many as 829 female employees and 1,938 male employees occupy managerial positions.
Number of Employees by Managerial Position and Gender of Telkom [405-1]
2023 2022 2021
Description
Men Women Men Women Men Women
Band I 104 18 126 13 126 10
Band II 480 79 549 88 550 79
Band III 1,354 732 1,602 755 1,684 675
Sub Total 1,938 829 2,277 856 2,360 764
Total 2,767 3,133 3,124
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Work Time Remuneration [401-2] [405-2]
Telkom provides flexible working arrangements, or what We provide remuneration for all employees using the 3P
is called Flexible Working Arrangement/FWA, which + 1L principle, namely pay for the person (according to
consists of Working from Anywhere (WFA), Working required competencies), pay for the position (according
from Office (WFO), and Hybrid (WFO-WFA). A slightly to the level of responsibility and accountability), pay for
different term is Working from Anywhere (WFA), which performance (according to performance in achieving
is the implementation of an employee’s way of working targets, including ESG performance achievements), and
approved by the superior, consisting of the employee’s pay for location (according to the city of work location).
residence or other location within a 50 km radius from Therefore, employee remuneration at the lowest to senior
the main office in the work location area. management level is the same for male and female
employees. In accordance with the pay-for-location
In accordance with statutory regulations, FWA’s working principle, remuneration refers to the Provincial Minimum
hours are a maximum of eight hours per day, and they Wage (UMP) regulations. The provision of employee
are equipped with flexibility in starting work times. The remuneration at the lowest level is above the UMP.
success of FWA is supported by the availability of the HC
Super Apps information system, which can be monitored
directly by superiors to monitor work productivity and
employee discipline.
Leave Rights
We provide employees with 12 days of annual leave. We also offer parental leave, which includes 7 days of paid paternity
leave and 3 months of paid maternity leave for women employees, which can be taken before and after childbirth.
Additionally, there is a 45-day leave for performing Hajj, a long leave every 3 years for up to 45 days, and a maximum of
7 days for urgent reasons.
Parental Leaves [401-3]
2023
Description
Men Women
Employees who are entitled to parental leave 3,902 1,810
Employees taking parental leave 90 174
Employees returning to work after parental leave 90 145
Employee Performance Measurement [404-3] 2. Competency & Behavior Appraisal (CBA) as a method
used to assess the Competency (Leadership and
Technical) and Work Behavior of each Employee
Every year, employees take part in an individual
through Multi-rater Assessment (360º feedback),
performance measurement and assessment process.
Supervisor Assessment, Knowledge Test, and other
Performance measurement and assessment at Telkom is
relevant parameters.
carried out using 2 (two) methodologies, namely:
1. Hybrid KPI-OKR, as a method used to calculate
The results of the Performance Measurement in the form
Individual Performance Values (NKI) based on the
of Individual Performance Values (NKI), Competency
achievement of Objective & Key Results (OKR) in line
Values, and Work Behavior Values for each employee
with the Key Performance Indicator (KPI) unit; And
are used to manage Human Capital such as career,
competency development, and giving rewards in the
Company.
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Pension Program [201-3, 404-2] Apart from retirement training, 2 batches of financial
planning for millennials were also held with 139
The pension program applies to all permanent employees employees participating, namely training for employees
at TelkomGroup. TelkomGroup includes its employees with a maximum age of 35 years as a form of preparation
in the Defined Benefit Pension Program (PPMP) for for retirement readiness from a financial perspective,
employees who joined Telkom before July 1, 2002, and which cannot be fulfilled instantly (retirement awareness
the Defined Contribution Pension Program (PPIP) for from an financial perspective.
employees who joined after July 1, 2002. These two
programs do not apply to Directors. Freedom of Opinion
Employee contribution to the PPMP program is 18% Telkom guarantees freedom of opinion and association
(8.4% before March 2003). Until the end of 2023, Telkom’s for all employees. Until the end of 2023, there were
contribution to PPMP is Rp 1,635 billion. Meanwhile, 5 workers’ unions as a forum for aspirations for employees,
PPIP is managed by the Financial Institution Pension namely:
Fund (DPLK), with the provision that the Company’s 1. Serikat Karyawan Telkom Indonesia (SEKAR TELKOM);
contribution to DPLK is calculated based on a certain 2. Serikat Pekerja Telkomsel (SEPAKAT);
percentage of employee salaries. The Company’s 3. Serikat Pekerja Infomedia Nusantara (SPIN);
contribution to PPIP to DPLK for 2023 is Rp50 billion. 4. Serikat Pekerja Metra Digital Media (Serikat Pekerja
Digital or SPMD); and
Telkom also provides retirement training. The training 5. Serikat Karyawan Graha Sarana Duta (Serikat Pekerja
programs offered are related to psychological, spiritual, Graha Sarana Duta or SKATA).
and welfare programs according to needs, as well
as workshops with functional themes for employees Other media that can be used by employee to express
entering retirement. In 2023, there were 687 employees their opinion, criticism, and suggestion to the company,
participating in retirement training. namely e-mail, telephone, message via WhatsApp Chat,
and Telegram.
Facilities
We are committed to equality for both female and male employees and disabled and non-disabled employees. Telkom
has issued a Respectful Workplace (RWP) policy, which shows the Company’s commitment to providing a harmonious,
respectful workplace that protects human dignity, free from discrimination, violence, and harassment.
This is also supported by special facilities provided for disabled and female employees so that they can keep their
activities within the TelkomGroup environment. Telkom offices are equipped with several facilities to support the work
of disabled employees, such as lift access, room entry access, workspace access, roads & parking.
We also provide transfer rights at your request (APS) or job transfer by choice to join and live in the same city as your
family without resigning. Apart from that, we also provide several facilities such as child care facilities, namely Telkom
Daycare and a lactation room, which support calm work for employees of productive age.
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In 2023, Telkom Daycare has become the first daycare facility in Indonesia to be awarded the highest rating of Taman Asuh Ceria Anak (TARA) certification by
the Ministry of Women’s Empowerment and Child Protection of the Republic of Indonesia (KemenPPPA RI).
Employee Competency Development Apart from that, competency development is also
[404-1, 404-2] realized in workshops held internally involving external
institutions and professionals. Telkom also sends its
Telkom involves its employees in a competency employees to attend external seminars by government
improvement program on an ongoing basis every year. institutions and private parties.
All levels of positions, both female and male employees,
can implement this program—increasing competency In 2023, Telkom spent Rp186 billion for employee training
using e-learning systems. The modules in the e-learning activities. 5,580 employees participate in various trainings
system are regularly updated according to the needs with 1,019,700.80 hours of training a year. The total
of employees and the Company. Telkom also has a training hours for the Telkom Parent employee category
knowledge repository that employees can access to is 864,573.6 hours and for the Subsidiaries category,
improve the independent learning system. 154,947.2 hours. The average training hours per employee
was recorded at 65.16 hours.
Telkom Employee Training Data Based on Gender [404-1]
2023 2022 2021
Description
Men Women Men Women Men Women
Certification Training 549 313 620 334 954 1,077
Leadership Development Program 140 51 428 231 659 331
Regular Training 2,870 1657 7,216 3,886 11,102 4,896
Total 3,559 2,021 8,264 4,451 8,990 6,304
In 2023, Telkom involved the Board of Directors and Board of Commissioners in training related to sustainability aspects,
with the topic 5 Bold Moves Upskill and Reskill.
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Education Priority Program Not only internally, Telkom is also trying to encourage the
growth of digital talent in Indonesia. Telkom has a digital
Telkom has a scholarship program for its employees who learning platform that all BUMN, namely Pijar Mahir, can
wish to continue their education at the master’s and/ access. This platform is also a form of Telkom’s support
or doctoral level through the Great People Scholarship for the BUMN Ministry’s efforts to develop a global
Program (GPSP). The company provides this long-term standard digital ecosystem and talent within the BUMN
program to retain employees. In 2023, 98 employees environment. Through Pijar Mahir, digital skills can access
continued their education abroad, and no employees learning materials through videos, reading materials,
continued their education at domestic universities. quizzes, and others. This collaboration hopes to create
200,000 SOE digital talents by 2024.
Digital Talent Readiness [404-2]
Digistar
Currently, we are in an era of rapid technological
development. Therefore, adequate digital talent is needed
Digistar is another effort from Telkom to prepare digital
in terms of competency and number. Telkom has a Digital
talent. Digistar forms and develops future digital talent,
Talent Readiness program that develops employees’
so they are ready to enter the world of work while closing
digital capabilities. Capability development is carried
the gap between the number of digital skills and industry
out by developing soft skills related to Digital Mindset
needs. Through the Digistar program, Telkom incubates
and behavior and technical skills through innovation
young talents with big ambitions and extensive
programs, digital project-based, and certification related
knowledge, such as self-growth abilities, leadership,
to digital skill needs. Apart from that, TelkomGroup is
and technical experience, while introducing the work
also developing a program so digital talent can transfer
environment at Telkom. Digistar is aimed at students,
knowledge. Until the end of 2023, Telkom has digital
fresh graduates, and job seekers, with five subprograms,
talent of 4,033 people or 17.18% of total employees. The
including:
digital talent figure reaches 109% of the digital talent
1. Digistar ClassProgram intensive mentoring;
targeted in 2023, namely 3,700 people. In the future,
2. Digistar CommunityProgram partnership
Telkom is targeting digital talent by 2026 to reach 5,722
3. Digistar InternshipProgram magang
people.
4. Digistar ConnectProgram
5. Digistar StoryKanal
Achievement
1000+ 1300+ 50+ 10
Digistar Class Alumni Digital Talent Mentor Experts Digistar Icon
Implementation of Occupational Safety and Health Management System (OSHMS)
Telkom has an occupational safety and health management system (SMK3) that covers all (100%) employees, vendors,
and stakeholders in operational areas. The implementation of SMK3 refers to Directors’ Decree No. 37 of 2010 regarding
Company Security and Safety Management Policy dated 26 October 2010 (KD No.37/2010). The OSH aspect is also in PKB
VIII article 51: “Telkom is obliged to organize occupational safety and health programs in accordance with applicable
laws and regulations.” Throughout 2023, all regional office areas and telecommunication area offices (Witel) have been
certified Golden Flag by the Ministry of Manpower of the Republic of Indonesia. [403-1, 403-8]
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Hazard Identification and Incident Reporting [403-2, 403-9, 403-10]
The first step in implementing OSH is identifying high-risk work types. At Telkom, these jobs include:
1. Work at height;
2. Work at risk of high voltage;
3. Work at ground tank;
4. Work at manhole; and
5. Work at optical splicing.
TelkomGroup identified several Occupational Diseases, including:
Physical Infection Chemical Psychological
Electrocuted, noise, dim Contracted from Corona Daily chemicals (eg: floor Lack of work-life balance.
lighting and ergonomic virus through office or cleaners) that can cause Severe and continuous
factor that can cause workplace. skin diseases such as work demands can cause
physical fatigue, muscle dermatitis, common in burnout or mentally
pain, bone deformity, Telkom Party. exhausted.
changes in shape due to
the position of the chair
and table when used
do not meet ergonomic
requirement.
To mitigate the risk of, Telkom Parent, periodically monitors The incident reporting mechanism refers to KD No. 37/2010,
and evaluates the implementation of OSH. Apart from and anyone who sees unsafe conditions can report it to
that, Telkom also has security and safety procedures and the Security and Safety Unit at the regional or head office.
guidelines and an extensive operations manual with The following table is data of work accidents during 2023 at
detailed guidance on security protocols, especially at project Telkom Akses, one of our subsidiaries.
and tower sites. Other efforts to mitigate the risk of accident
incidents include carrying out Safe Work Readiness Check
Lists and Safety Talks, HSE Patrols, and Management Visits.
We also ensure that our vendors have OSH certification and
comply with applicable laws. [403-7]
Work Accident Data at Telkom Akses [403-9]
Category 2023
Lost Time Injuries 90
Fatality 1
Total 91
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OSH Facilities [403-3, 403-6]
Telkom also pays attention to employee health at work. Realized by providing health facilities, as stated in the
Resolution of the Board of the Director of Human Capital & General Affairs of the Company (Persero) KR.08/PS600/
COP-B0012000/2008 regarding Guidelines for Implementing Health Services for Employees and Their Families. The
health facilities provided are:
1. General and dental polyclinic;
2. Fitness center;
3. Lactation room;
4. Basic life support simulation room; and
5. Midwifery check-up.
In addition, Telkom has Yayasan Kesehatan (YAKES) or health foundation to manage employee’s health. YAKES is
responsible for planning, controlling and maintaining employee’s health, retirees and families, organizing polyclinics in
head office, counseling, physical promotive, as well as company hygiene and work safety.
Training Related to OSH [403-4, 403-5]
Telkom regularly provides OSH training to employees to reduce the risk of work accidents and increase awareness and
skills related to OSH.
OSH Training Data in 2023
Type of Training Number of Employees Number of Training Hours
General OSH Expert 65 4
OSH Firefighter Type D 39 3
OSHMS Auditor Certification 14 2
Total 118 9
To increase employee awareness and partner within TelkomGroup environment on the importance of OSH, we
always communicate OSH aspect on various occasions. TelkomGroup also seeks to instill OSH into corporate culture.
Communication, socialization, and OSH consultation activities are realized through the following programs:
1. Safety Talk;
2. Safety Risk Observation Round (SROT);
3. Check list for working readiness;
4. Management Visit;
5. HSE Patrol;
6. HSE Training;
7. Manufacture and Installation of HSE Signs;
8. HSE Team Meeting;
9. Basic Life Support (BLS); and
10. Formation of Emergency Response Team.
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Employee Feedback Management [406-1]
TelkomGroup provides a channel for employees to offer opinions, suggestions, criticism, and complaints via:
HC Help Desk HC Wiki With-U
1. E-mail-in service Search engine service to find Counseling services regarding
hr_helpdesk@telkom.co.id information about employment personal issues, performance, and
2. Phone-in service to number and Telkom’s human capital general issues. Employees can
1500305 policy catalog. schedule the counseling through
3. Chat-in via WhatsApp to HC Helpdesk and carry it out via
number 08111-900-305 1on1 video conference.
4. Telegram @hchelpdesk_bot
During 2023, there were 32.346 incoming feedback. Most complaints received are related to Administrative and Service
with total 6.438 feedback. Throughout 2023, there are 17 cases of complaints related to violations of the code of ethics
that Telkom has processed. Following Telkom’s business ethics, we do not tolerate acts of discrimination, harassment,
violence, or inappropriate behavior, and we provided strict sanctions to perpetrators of violations.
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COMMUNITY INVOLVEMENT AND DEVELOPMENT [203-2] [413-1]
Digital Learning Lab
Telkom developed the Digital Innovation Learning School program to help schools and students
gain internet & computer access, especially in 3T (Frontier, Outermost, Disadvantaged) areas. In
2022, Telkom distributed 435 devices, networks, and applications (DNA) to 435 schools in the 3T
area with 15,810 beneficiaries.
Telkom’s efforts to help schools and students gain internet & computer access and improve ICT
(Technology, Information, and Computer) skills for learning purposes in 3T areas using IndiHome,
Orbit, and Satellite fiber optic technology Mangoesky.
Telkom DigiUp
Telkom DigiUp is Telkom’s effort to support young talents who are ready to work in the coming
years to produce high school/vocational school students nationally/internationally certified in
digital competency throughout Indonesia. The DigiUp program includes assistance with national/
international standard digital certification for high school/vocational school students, training
assistance to increase competency in the digital field, seminar activities, podcasts, tips, and trick
series, as well as digital application/platform competency and providing a forum for high school/
vocational school student programmers. In 2023, 9,741 high school/vocational school students from
421 schools registered for this program, with 1,000 participants successfully passing certification.
Conservation Education Program
The conservation education program is one of Telkom’s efforts to tackle the climate crisis in Indonesia.
Conservation education supports changes in behavior, attitudes, and ways of thinking, especially
those related to managing natural resources, including ecosystems. More than 400 people registered
as participants in the Conservation Education Program, and after going through a selection process,
10% of them were selected based on general knowledge and insight regarding conservation,
experience, motivation, hopes, and follow-up plans or long-term goals after participating in training
activities. This program is integrated and in line with the Sustainable Development Goals (SDGs),
especially environmental development pillar Number 13, namely handling climate change or climate
action. More than that, the conservation education program is also a concrete action in realizing the
target of increasing education, awareness, and human and institutional capacity related to mitigation,
adaptation, impact reduction, and early warning of climate change. A total of 97 participants registered
from 6 Provinces and 26 Regencies/Cities. In stage I, 25 programs were selected, then in stage II, 15
programs were selected.
Empowerment of Disabled Group in the Context of Increasing Self-Reliance of Vulnerable Communities
Telkom supports the empowerment and independence of people with disabilities. In 2023, Telkom
assisted 540 people with disabilities in 20 location in the form of educational facilities, skills training,
and tools for people with disabilities, including:
a. I-Chat application for people with deaf and speech disabilities;
b. Braille computer (including application) for people with visual disabilities;
c. Props for people with mentally and physically disabled; and
d. Digital skill training for people with disabilities.
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Supporting Digital Economic Growth through SME Empowerment
Telkom supports the development and empowerment of MSMEs through programs:
a. Access to capital
Telkom distributes funding to MSEs operating in 7 sectors, namely industry, trade, agriculture,
livestock, plantations, fisheries, and services. In 2023, Telkom distributed funding of Rp20 billion
through collaboration with BRI.
b. Access to competence
Telkom provides Go Modern and Go Digital guidance, including training, certification, and other
development activities through Rumah of SOE spread from Sabang to Merauke. In 2023, there
were 906 MSEs receiving incubation/training, halal certification assistance for 1,117 MSEs, a Grant
Program for 218,500 packages with 320 MSEs receiving benefits, NIB 4,578 MSEs, and P-IRT 990
MSEs.
c. Access to commerce
Telkom provides Go Online and Go Global guidance, including training and assistance in
expanding market reach online and encouraging coached MSEs to participate in national and
international scale exhibitions. In 2023, 286 MSEs joined in the national-scale exhibition and 32
MSEs in global ones. Apart from that, Telkom also has MySooltan and PaDi UMKM, which have
2,396 and 2,900 active users.
Telkom also runs a Business Matching program through the PaDi UMKM platform to help MSEs
advance to class by bridging MSMEs so they can make transactions with various state-owned
companies in the country. PaDi UMKM is also expanding its market network beyond SOE to
strengthen the role of MSMEs in an increasingly integrated economic ecosystem.
Support the Realization of Sustainable City
Telkom supports the Government in carrying out equitable infrastructure development. Telkom
realized this support through assistance in renovating places of worship, renovating houses, and
creating sports facilities and green open spaces. In 2023, the activities carried out are: Program
for Renovating Uninhabitable Houses (RTLH) 43 houses for retirees, houses of victims of natural
disasters and houses for the elderly and poor, assistance for rehabilitation of places of worship at 48
points in 13 provinces, assistance for building facilities public (roads, bridges, etc.) and green open
spaces at 362 points spread across 17 provinces as well as assistance programs for activities/efforts
to manage household waste using a recycling and circular economy approach, carried out at 14
points in 7 provinces.
Support for Strengthening Governance System and IT Support
One of the objectives of the Company’s TJSL program is to build peace, create equal justice for
all parties, and develop strong institutions. Therefore, to improve the governance system and
strategic decision-making, including those related to the TJSL program, Telkom is strengthening
the governance system with IT support. Telkom uses the TJSL Management Information System
(SIM) and utilizes data analytics and decision support systems.
v
The DigiHeroes program is an effort to overcome the impact of digitalization on children by
increasing parents’ awareness of the effects of digital transformation on children, providing skills
and knowledge to overcome digital transformation, and increasing soft skills in children.
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Sustainability Performance
Support for Sustainable Development Goals (SDG)
TelkomGroup has mapped support priorities for the SDG following the SDGs compass mechanism. SDG support
priorities are aligned with the business sector and the Company’s sustainability pillars. A summary of SDG support,
targets, and achievements is presented in the following table:
SDGs
Name of Sustainable Projects/Activities/ Achievements
Indicator Target in 2023
SDGs Indicator Products/Services in 2023
Code
4 4.a.1 Proportion of Providing internet & computer 400 schools 435 schools
schools with access access in the 3T area by
to Internet and channeling devices, networks,
computers applications (DNA).
4.4.1(a) Proportion of Number of adolescents/adults 1,150 Participants 1,397 Participants
adolescents (aged receiving ICT skills training
15-24 years) and adults through the Implementation of
(aged 15-59 years) Digital Skillset Training Programs
with skills information for Students and Graduates of
and communication Vocational (Vocational) and ICT
technology (ICT) Training for Disability.
4.c.1 Percentage of Educator Quality Improvement 1,000 Teachers 1,148 teachers
qualified teachers by Training Assistance.
education level
6 6.1.1 Percentage of Clean Water Facility Assistance 60 location points 71 location points
households using Program.
safely managed
drinking water services
6.2.1* Percentage General MCK Provision or 20 location points 78 location points
of households Renovation Program.
using safely
managed sanitation
services, including
handwashing facilities
with water and soap
8 8 .3 .1(a) Percentage BRI Channel Cooperation 157 billion 20 billion
of MSME (Micro, Program.
Small and Medium *) PKS Cooperation effective from
Enterprises) access to November.
financial services
8.5.2 Open - MSE Business Capacity Building - Go Modern: 8,000 - Go Modern: 8,800
unemployment rate by Program through 4 GO - Go Digital: 6,000 - Go Digital: 7,643
sex and group Coaching. - Go Online: 1,000 - Go Online: 1,150
- UMK Training & Certification. - Go Global: 15 - Go Global: 22
- Join the Bazaar/ - Join the Bazaar/
Expo: 160 Expo: 360
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SDGs
Name of Sustainable Projects/Activities/ Achievements
Indicator Target in 2023
SDGs Indicator Products/Services in 2023
Code
11 1w1.1.1 Percentage Uninhabitable House Surgery 35 Houses 44 Houses
of households with Program (RTLH).
access to adequate
and affordable housing
11.6.1.(b) Number of E-Waste Management Program: 5 Location points 10 Location points
managed national
waste generation
12 12.4.2 The amount of Program Eduvice. - 210 device - 230 device
B3 waste handled/ collected collected
managed by type of - 150 device - 225 device
handling managed managed
- 65 device - 71 device
distributed distributed
13 13.3.1(a) Number of Synergy of Eco-Conscious 30 Communities 36 Communities
formal education units Community Programs.
and environmental
care and cultured
institutions /
communities
14 14.5.1* Total area of - Coral Reef Planting Program. - 600 Substrate - 3,920 substrates
marine protected areas - Mangrove Planting Program. - 35,000 Mangrove - 45,500 Mangrove
Seedlings Seedlings
15 15.2 Improve the - Digital Forest Conservation - 55 Hectares - 62 Hectares
implementation Program.
of sustainable
management of
all types of forests,
restoring degraded
forests
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Governance: Value-Added Business
(Right Governance)
CORPORATE GOVERNANCE
In accordance with Capital Market provisions and Law no. 40 of 2007 regarding Limited Liability Companies, Telkom has
a governance structure consisting of Main Organs and Supporting Organs, as follows:
MAIN ORGANS
BOARD OF GENERAL MEETING OF BOARD OF
DIRECTOR SHAREHOLDERS (GMS) COMMISSIONERS
SUPPORTING ORGANS
CORPORATE AUDIT
SECRETARY COMMITTEE
COMMITTEE FOR
INTERNAL
NOMINATION AND
AUDITOR
REMUNERATION
COMMITTE FOR
PLANNING
AND RISK
EVALUATION
AND MONITORING
In carrying out their duties and functions, all corporate or family. Apart from that, members of the Board of
governance organs always maintain their integrity and Commissioners and Directors also have no affiliation or
prevent conflicts of interest. The Board of Commissioners conflict of interest with the Controlling Shareholders.
and Directors ensures the prevention of conflicts of interest Throughout the reporting period, there were no conflicts
through implementing the principle of transparency. All of interest related to share ownership in suppliers or
members of the Board of Commissioners and Directors transactions with conflicts of interest. [2-15]
have no affiliation with other members, whether financial
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STAKEHOLDERS ENGAGEMENT [2-29]
Stakeholders concerns and needs are important in influencing company policy and strategy. Telkom communicates
actively with stakeholders, maintains mutually beneficial relationships, and strives to meet their expectations. Through
close collaboration with stakeholders, Telkom can carry out its operations by paying attention to sustainability principles
and broader social responsibility, thereby positively impacting various aspects.
Stakeholders Engagement Method and Frequency Main Topics & Concerns
Internal Shareholders • Annual General Meeting of • Achievement of operational and financial
and Investors Shareholders (GMS), Extraordinary key indicators (KPIs), good corporate
GMS, and quarterly performance governance practices.
explanation. • Business development.
• Investor Conference and/or Non-Deal
Roadshow.
Employee • Periodic meetings with management. • Career path.
• Trainings. • Clarity of rights and obligations.
• Serikat Karyawan Telkom (Sekar). • Remuneration and other benefits.
• Employee Complaint Center. • Increased competence.
Eksternal Customer • Customer satisfaction surveys at least • Network connection and coverage.
once a year. • Ease of complaint resolution.
• Customer Complaint Center. • Data security and confidentiality.
• Excellent service.
Government • Bipartite meetings are held at least • Legal compliance and reporting.
once a year. • Ethical business practices.
• Opinions with the House of
Representatives and working visits.
Partners Direct meetings during auction and • A fair and transparent procurement
procurement contracts, supplier process.
selection and management, supplier • Objective selection and evaluation
performance appraisal, and further process.
procurement processes with frequency • Implementation of work that meets K3
as needed. standards.
• Administrative procedures.
Community Deliberation in planning community • Harmonious relationship.
empowerment activities, implementing • Positive contribution to economic and
activities and supervising program social life.
realization. • Participation in other programs including
environmental conservation activities.
Media Press releases, media gatherings, press • Accuracy of the object of reporting
conferences, and press briefings are • Latest information
carried out as needed at least once a • Transparency of operational, financial
year. and non-financial conditions.
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Sustainability Performance
RISK AND CRISIS MANAGEMENT Telin, Metranet, Infomedia, Telkomsat, Telkom Property,
Telkom Access, Admedika, Dapen Telkom, MD Media,
Telkom Infra, and Telkom Sigma ratified regulations
As a company listed on the New York Stock Exchange
relating to Data Governance in accordance with the
(NYSE), Telkom must implement risk management
regulations that have been passed at Telkom, as proof
that complies with the Sarbanes-Oxley Act, significantly
of the commitment of TelkomGroup guarantees the
articles 302 and 404. Based on BUMN Ministerial
protection of privacy and security of personal data with
Regulation No. PER-2/MBU/03/2023 regarding Guidelines
the following policies:
for Governance and Significant Corporate Activities of
1. Regulations on Governance
State-Owned Enterprises, Telkom, as one of the BUMNs,
2. Company Data
is also required to implement a risk management system.
3. Regulation on Corporate Data Control Standards.
Implementing a risk management system is carried
4. Regulation on Enterprise Data Design Management
out to fulfill compliance aspects and maintain business
Standards
continuity so that it runs well.
5. Regulation on Enterprise Data Operations
Management Standards
During 2023, Telkom’s risk management system has
6. Regulation on Corporate Data Quality Management
effectively managed various Telkom business risks to
Standards
support every policy and process in the TelkomGroup.
Telkom uses several risk management tools or information
systems, including: BUSINESS ETHICS AND
1. Generic Tools Enterprise Risk Management Online COMPLIANCE [2-27]
(ERM Online) whose used by all units to manage the
Risk Register. Telkom carries out operational activities under ethical
2. Specific Tools for specific risk management purposes, and fair business practices in the telecommunications
for example: industry. Our commitment to integrity and transparency
a. Fraud Management System (FRAMES) application is reflected in every aspect of the business, from
is an early detection system for potential customer customer service to interactions with partners and
and third-party fraud. communities. We prioritize compliance with strict
b. The i-Library application is managed by the Service regulations and industry standards and pay attention
Operation Division and is used to manage the to consumer rights and privacy in every service we offer.
Integrated Management System documentation TelkomGroup Business Ethics Guidelines are stipulated in
system. Resolution of Board of Directors No. PD.201.01/r.00/PS150/
c. SMK3 Online application is managed by the COP-B04000000/2014 regarding Business Ethics in the
Security & Safety Unit to manage health and safety TelkomGroup Environment. [2-27]
documentation.
Implementing sustainability principles requires a firm
Telkom has been running a Business Continuity ethical commitment from TelkomGroup and all parties
Management System (BCMS) since 2010 as a involved in its business chain. The main emphasis in
commitment to implementing Sustainable Telkom implementing our business ethics includes several crucial
Business Continuity by ensuring confidentiality of aspects, including:
information, integrity of data, availability of information, 1. Commitment to Customer
excellent service for customer satisfaction, and excellent a. Provide clear and easy-to-understand information
IT service in a structured manner according to ISO about the rights and obligations of the customer
procedures. 22301:2019, which includes: before the contract/subscription contract is signed
1. Emergency Respon Plan: information related to by both parties;
handling disturbances/disasters. b. Fulfill the rights of customer in providing service as
2. Business Continuity Plan: Information on risk reduction promised in Service Level Guarantee (SLG);
steps, handling the impact of disturbances/disasters, c. Provide and manage customer contact media to
and the recovery process. make it easier for customer to submit complaint,
3. Disaster Recovery Plan: Information on recovery steps feedback and seek information about product/
that focus on critical technological aspects. service.
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2. Commitment to Partner business competition regulations. As a leading company
a. Provide increased skill, competency and training in Indonesia, Telkom and its subsidiaries have adopted
on product/service, service procedure and service ethical business competition practices with no record of
ethics to agent, reseller, installer, and setter in order violations related to monopoly or business competition
to provide product knowledge so as to improve regulations in the 1999 Business Competition Law. In
service to customer; 2023, no monetary losses will result from legal processes
b. The process of procurement of good and service is about Anti-competitive behaviour regulations.
carried out in a fair, transparent and accountable [206-1] [TC-TL-520a.1]
manner by involving prospective supplier/partner
who have a reputation with good classification, in
ANTI-CORRUPTION, ANTI-
accordance with applicable law and regulation and
GCG principles; BRIBERY, AND ANTI-FRAUD
c. Mandatory to do selection and evaluation of partner POLICIES
objectively.
3. Commitment to Competitor TelkomGroup is committed to running a business free
a. Attempt to obtain information about competitors’ from corruption, collusion, and nepotism. The realization
businesses are conducted in an honest manner and of this commitment is reflected in the implementation of
obtained from legitimate sources; anti-fraud policies.
b. It is prohibited to obtain competitor information
by illegal and unethical ways, such as espionage, Telkom has established the Anti-Corruption Compliance
wiretapping, and/or theft. Function Committee (FKAP) with the aim of jointly
4. Commitment to Social Community reviewing and evaluating the implementation of the
a. Build and foster harmonious relationships as well Anti-Bribery Management System (ABMS) together
as providing benefits to the community around the with the Board of Directors and Top Management for
company’s place of business; continuous improvement. ABMS has been implemented
b. Encourage the emergence of sense of belonging in some Class A Witels and Business Units as well as
from the community to the company with the aim Subsidiaries. Monitoring of ABMS implementation has
that the community participates in protecting the been conducted through ABMS.telkom.co.id. [205-1]
company;
c. Minimize impacts on the environment to the FKAP routinely evaluates corruption-related risks in its
minimum, including but not limited to excavation operations, identifying potential risks in several business
of cable lines and frequency usage. areas of the company’s units. Telkom does not tolerate
5. Commitment to Employees corruption, bribery, or fraudulent behavior and will
a. Avoid discriminatory practices of employees. enforce strict sanctions for violators. [205-2]
b. Maintaining health, security, safety and comfort of
the work environment. Our efforts to prevent fraud and corruption are also
implemented by requiring the filling out of the State
Competitive Behavior Administrator’s Assets Report (LKHPN) for members of
the Board of Directors, Commissioners, and employees at
In the 5G era, cellular operators must secure wide Band I-III levels (specifically Head of the Office). In addition,
frequency bandwidth to guarantee optimal service and anti-corruption and anti-fraud socialization are routinely
a promising user experience. The growth of technology carried out, and e-learning on the ABMS based on SNI
and digitalization drives the need for solid and fast ISO 37001:2016, which is valid and must be completed by
networks. Competition in the 5G era is not only about all Telkom Parent employees. Telkom routinely evaluates
network quality but also includes service range, price, corruption-related risks in its operations, identifying
features, strengthening IT systems, and customer potential risks in several areas of the company’s business
support. As a significant player, Telkom is committed to units. Telkom has no tolerance for corruption, bribery, or
fair business competition, with the principle of prudence fraudulent behavior and will impose strict sanctions on
in developing products to remain in accordance with violators.
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Sustainability Performance
In 2023, we reported corruption incidents involving a process and firm action regarding this case and strives
subsidiary, PT Telkom Telstra. The alleged corruption to increase internal control throughout the TelkomGroup
case involved 8 people with a total value of Rp236 billion. more strictly. The ISO 37001:2016 ABMS Certification
Currently, the case process is continuing towards the obligation is targeted at all direct subsidiaries until
second stage, which will continue through delegation to 2024 and calls for the management of anti-bribery
enter the trial process. Telkom Parent supports the legal implementation in affiliated subsidiaries. [205-3]
Whistleblowing System
TelkomGroup consistently upholds business ethical standards and prioritizes transparency in its operations.
One implementation of this commitment is through a whistleblowing system (WBS). This system allows anyone to
submit complaints regarding internal TelkomGroup problems. During 2023, we received some reports through Integrity
Line, namely 184 complaints. From these reports, some 28 were deemed worthy of follow-up by the criteria and
procedures set out in the WBS. Further details about this system can be found in our Annual Report.
Complaints Data Received by WBS
Total
Description 2023 2022 Remarks
2021
(Deloitte) (Deloitte)
Total Complaints 59 44 36 Complaint received
Fulfill the requirements 28 26 0 Complaints feasible to be followed up
Follow-up:
1. Closed 15 16 0 -
2. Additional data 10 9 0 -
3. Further studies according to the procedure 0 1 0 -
Remarks:
- Total complaints in the Annual Report 2022 were 129 records consisting of 44 complaint records, as well as 85 records testing complaint channels and
additional communications related to complaints.
- In the Annual Report 2023, records of the results of testing the complaint channel and additional communications related to complaints are not counted in
the number of complaints.
Systemic Risk Management [201-2] Other causes of disruption come from the migration
[TC-TL-550a.1, TC-TL-550a.2] of new infrastructure/system, the integration process
between different systems not running well, and the
To minimize systemic risk, TelkomGroup continues management of asset protection systems that could be
to monitor technological and district disruption. The more effective. In response to the impact of climate change
disruption we face is caused by natural conditions, such on telecommunications infrastructure, TelkomGroup has
as damage to sea cable infrastructure due to volcanic conducted research that includes evaluating the financial
eruptions and earthquakes in the sea. We also monitor implications of risks and opportunities that may arise due
disruption in fiber optic backbone systems from sailing to climate change.
activity, road excavation work, and vandalism, such as
copper cable theft, ODC, BTS, and others. Throughout 2023, we faced 3,811 disruptions to the fiber
optic network and 6 disruptions of the wet plant on the
submarine cable communication system (SKKL). The
following table presents data on fiber optic backbone
and SKKL disruption for the past three years.
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Fiber Optic Backbone and Submarine Cable Communication System Disruptions
Total
Description
2023 2022 2021
Fiber Optic Backbone 3,811 3,927 4,125
Submarine Cable Communication System
1. Wet Plant* 6 19 7
2. Dry Plant** - 4 -
Remarks:
* Wet plant = OSP (Out Side Plant) are components or devices in Submarine Cable Communication System (SKKL) in the waters/sea consisting of sea optic
fiber cable, repeater, equalizer, and branching unit.
** Dry plant = ISP (In Side Plant) are components or devices in Submarine Cable Communication System (SKKL) in the waters/sea consisting of optic fiber
cable, SLTE, DWDM, PFE, and others.
SERVICE CONTINUITY SOLUTION IN CASE Network Expansion and
OF DISRUPTION [TC-TL-550a.2] Telecommunications Access [203-1]
Our commitment to provide the best experience to Telkom continues to focus on efforts to build equitable
customer, one of which is manifested in management of telecommunications infrastructure, especially in 3T areas,
service interruption. We have carried out some mitigation to provide inclusive digital solutions for all levels of society.
to prevent IT network/infrastructure disruption that have In its spirit of transformation, Telkom introduces digital
an impact on service interruption, namely: services and focuses on increasing people›s digital literacy
1. Make risk transfer to insurance company. to create a comprehensive digital ecosystem. Confidence
2. Coordination with Asosiasi Kabel Laut Seluruh Indonesia in the role of digital technology in accelerating economic
(ASKALSI) and Badan Keamanan Laut (BAKAMLA) recovery has encouraged Telkom to expand its digital
to secure Submarine Cable Communication System connectivity throughout the archipelago. Fiber optic
(SKKL). network infrastructure reaching 171,654 km, or four times
3. Preparation of Disaster Recovery Plan and Crisis the earth›s circumference, has become a concrete step
Management Team. for Telkom. This support is supported by 2 satellites with a
4. Increasing coordination and monitoring of third party total capacity of 109 transponders, which can reach remote
work. areas. This connectivity provides equal opportunities for
5. Coordination with law enforcement official for people in the regions to develop businesses and obtain
operation at a crime-prone location and conduct an services that support daily life.
environmental development program.
6. Improve maintenance and improvement of asset In addition, Telkom continues to support digital inclusion
protection system (Hydrant, Fire Protection System, by expanding its telecommunications infrastructure, both
APAR, CCTV). domestically and internationally. In 2023, Telin launch the
7. Ensure that backup system function according to Telin Next Gen Platform (TNeX) to meet global market
standard. demand for fast, adaptable, safe, and reliable connectivity.
Telin has a vital role in building a global infrastructure that
connects data centers in Indonesia to the global network
via the SKKL.
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PREVENTION OF CONSUMER-RELATED POLICIES AND PRACTICES REGARDING
SOCIAL RISKS DATA PRIVACY AND SECURITY
[TC-TL-220a.1, TC-TL-230a.2]
Today’s society tends to rely on the internet to
communicate, use electronic mail (e-mail), and interact Telkom ensures compliance with external regulations
on social networks because it is more effective and and internal company policies established through Data
efficient. However, easy digital access also carries certain Governance led by the Director of NITS (Network and IT
risks that need to be considered, such as digital addiction, Solution) which is regulated by the Company.
exposure to uneducative content, and negative
impacts on mental health. Telkom pays attention to the Some important policies on data privacy and security:
consequences of internet use for society and continues 1. Regulation of the Board of Directors Number
campaigning for healthier internet use. TelkomGroup PD.404.00/r.00/HK200/COP-CO300000/2022 Year
actively blocks internet content related to gambling, 2022 regarding Guidelines and General Policies of IT
pornography, hate speech, fraud, copyright violations, Governance which adopt COBIT 2019 IT Governance
normalization of violence, as well as content that is not Framework.
in line with Indonesian moral values through the Positive 2. Regulation of the Director of Number PD.406.00/r.00/
Internet Program. Apart from that, Telkom also provides HK.200/COP-D3000000/2018 year 2018 regarding
parental control facilities on the IndiHomeTV service to Information Security Governance which adopts the
give control to families in limiting the shows or content ISO/IEC 27001:2013 Information Security Management
they access.. System.
3. Regulation of the Board of Directors Number
PRIVACY PROTECTION AND PR.404.03/r.01/HK.270/COP-D0031000/2022 year
2022 regarding Data Security Governance (Data
DATA SECURITY Governance) which adopts the DAMA-DMBOK 2nd
Edition Data Governance Framework.
Telkom is committed to continuously improving the cyber 4. Regulation of the Director of Network & IT Solution
security and safety of customers, internal companies, PR 146/r.00/COP-D003100/2018 year 2018 regarding
suppliers, and business partners’ data. In 2023, Telkom Information System Access Control Management
established an additional new organization, namely the Standard.
Telkom Data Protection sub-department as stated in the 5. Regulation of the Director of Network & IT Solution S/
Company Regulations regarding the Organization of the NITS-ITSG.1/20 regarding TelkomGroup Application
Corporate Secretary Department dated December 28, Security Verification Standard.
2023 which were ratified by the President Director and 6. Standards derived from related company regulations,
Company Regulations regarding the Organization of such as IT service process standard, information system
the Corporate Secretary Sub-Department which were access control management standard, information
ratified by the Director of Human Capital Management. system acquisition process standard, and data control
Throughout 2023, there were no data leakage incidents, standard.
and no sanctions, fines or legal processes related to
customer privacy. [418-1][TC-TL-220a.3, TC-TL-230a.1]
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Telkomsel has also implemented policies related to IndiHome customers can find information regarding
privacy protection and customer data security with the privacy terms and conditions on the website https://
following policies: indihome.co.id/terms and conditions# or contact
1. Resolution of the Board of Directors of the Company customer service via the email address customercare@
Number: 007/12.01/PD-00/IV/2018 regarding telkom.co.id or telephone number 147. Digital product
Information Security Management Policy. customers other TelkomGroups can also find information
2. Resolution of the Board of Directors of the Company regarding privacy terms and conditions on their
Number: 008/06.01/PD-00/V/2020 regarding Company respective product websites.
Data Policy.
3. Resolution of the Board of Directors of the Company Monetization Using Customer Personal Data
Number: 022/TC01/PD-00/V/2006 regarding
Implementation of Information Technology Business Telkom ensures the legal use of data and asks for
Processes Based on Framework of Information customers’ permission or approval (consent) before using
Technology Infrastructure Library (ITIL FRAMEWORK). their data. This effort ensures that any use of customer
4. IT Management Charter Document Number: ITSM/ personal data is in accordance with applicable provisions
M02, Document Issue Date: September 25, 2014. in data protection regulations. Telkom is committed to
deleting data from customers who have not subscribed
Customers in the retail segment can access information after a specified period and not collecting personal data
related to privacy policies via the official website at from third parties unless required by law. The minimum
https://www.telkomsel.com/en/privacy-policy or contact period for deleting data refers to the Company’s internal
customer service via email at cs@telkomsel.co.id or regulations, namely the 2022 TelkomGroup Data
telephone number 188. Operations Management Standards, with provisions for
data deletion and retention minimum 3 (three) months
in accordance with Government Regulation No. 52 Year
2000 regarding Telecommunications Management.
DATA GOVERNANCE SYSTEM
The mechanism for implementing data governance in the TelkomGroup environment is a series of activities related to
the planning, use, control, protection, and destruction of data assets to be used effectively as material for analysis and
decision-making within the TelkomGroup scope. The flow and exchange of confidential data and information, including
but not limited to personal data, is carried out with prior approval from the Company’s DG and TelkomGroup’s DG Council.
As a guarantee of the protection of Personal Data, the Chief of Technology Officer determines the appointment of a
Data Owner as an Official responsible for the use of data/assets within the Directorate in accordance with his authority.
This mechanism involves several aspects, such as consent (including consent from the owner of Personal Data), data
architecture, metadata, data control, data quality, cryptography, data access control, and audit trail management, which
functions as a guarantee of data protection in data processing activities and maintaining integrity when data in use.
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Sustainability Performance
TelkomGroup Data Governance Organization
CTO Telkom Group
Head of
DG Council
SVP Synergy Telkom
VP NW/IT Strategy, DG Council
Technology & Architecture Steering Commitee
DG DG DG
Executive Executive Executive
Committe Committe Committe
DG Bussiness DG Bussiness DG Bussiness
Committe Committe Committe
DG Operation DG Operation DG Operation
Telkom Data Governance Committee (Parent)
Chairman : VP Network/IT Strategy, Technology & Architecture Chairman : DEVP Digital Business Builder DBT
Vice Chairman : EVP Digital Business & Technology Vice : DEGM IT Development DIT
EGM Information Technology Division Chairman DEGM IT Operation DIT
Secretary : AVP Network/IT Program Management & Secretary : AVP Advance Network/IT Orchestration
Digitization Members : AVP Integrated Governance & Quality Mgmt. NITS
Members : VP Performance & Governance Management NITS SYNERGY Project Leader One Data & CFU Mobile
OVP Cyber Security All Deputy EGM CFU/FU
VP Synergy All Deputy EVP CFU/FU
VP Legal & Compliance AVP Infrastructure & Service Performance NITS
VP Information Technology Audit DG AVP Infrastructure SLA Management NITS
All EGM & EVP CFU/FU Executive AVP Integrated Governance & Quality Mgmt. NITS
Commitee AVP Legal Settlement
AVP Legal Counsellor
AVP Application Transaction Audit
AVP Information System Operation Audit
AVP Information Security Audit
All AVP, SM & OSM CFU/FU
DG Business
Commitee All TRIBE LEADER Digital Business Builder Sub-Division
Data Owner: All Data Owner*
ns
Coordinator
iot
ra
AVP NETWORK/IT PROG MGT & DIGITIZATION
pe
Data Stewards Data Custodian
O
DG
Leader: Chapter Leader DS & AI Leader: SM Enterpise & Analytic Platform Operation
Members: All Data Scientist Members: All Development & Operation DIT
PARA BP 2 DIT, DBT, DSO
*according to CTO designation
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Apart from this approach, Telkom also implements So far, in 2023, there were 25 requests from various law
outreach activities and increases awareness regarding enforcement officials in Indonesia tracking the use of IP
the importance of data governance. This is done through addresses, call data records and customer data. Apart
a series of outreach programs carried out periodically. from law enforcement, there were more than 50 requests
By 2023, around 500 employees have received sharing from third parties for monetization needs and consulting
expert insight on data privacy and security as well as on Telkom’s business development with guaranteed
outreach, training, and certification activities related to confidentiality of personal data and confidential company
data management, data security, and privacy through data. Every guarantee of confidentiality is carried out
training institutions managed by the company. through signing a Corporate & Personal non-disclosure
agreement (NDA) in accordance with Data Governance
Internal Audit carries out routine controls/audits of the policies and Data Control Standards.
data governance system throughout all TelkomGroup
entities. This Audit assesses compliance with established FACING CYBER SECURITY
standards and evaluates the overall performance of the
implemented data governance. Telkom also carries out The rise in cyber threats has become a central focal point
a Governance Maturity Level Data Assessment to help in corporate awareness. To deal with the complexity of
companies determine steps/goals for carrying out the existing threats, preventive steps have been developed,
development process and determining optimization. which involve identifying and mapping potential risks
that could arise in the future. These risks include various
CUSTOMER DATA MANAGEMENT FOR factors such as a lack of awareness and attention from
SECONDARY PURPOSES stakeholders towards information security, the motives
[TC-TL-220a.4, TC-TL-230a.2] behind cyber attacks that vary from seeking financial gain
to reputational sabotage efforts by competitors, as well as
In accordance with Law No. 27 of 2022 regarding weaknesses that may emerge in the technology supply
Personal Data Protection, TelkomGroup implements chain, which can pose significant security vulnerabilities.
data processing practices, including data acquisition,
processing/analysis, storage, repair/update, dissemination/ The company has taken several mitigation steps to
disclosure and data destruction activities. Telkom does overcome these challenges. First, they increased
not rent, sell, or provide personal data to third parties for stakeholders’ awareness of the urgency and importance
secondary purposes unless approved by the customer of information security in every aspect of company
or required for legal purposes in accordance with operations. Other preventive measures involve regular
applicable laws and regulations. Handling this practice is evaluation of existing vulnerabilities, periodic penetration
in accordance with established internal regulations, such tests, and routine daily security checks of a company’s
as Director of Finance & Risk Management. IT infrastructure. Apart from that, recommendations
were also prepared based on information security
Telkom Group implements data processing practices, management as part of risk mitigation efforts. Close
including data acquisition, processing/analysis, storage, and intensive coordination with related institutions in
repair/update, dissemination/disclosure, and data handling cyber security, such as the National Crypto
destruction activities following Law No. 27 Year 2022 Cyber Agency, is also carried out routinely.
regarding Personal Data Protection. Customers will be
asked for their consent (consent) by products/services Not only that, Telkom has also developed a Cyber Security
that deal directly with customers to obtain legal consent Operation Center (CSOC), which functions as a center
for processing personal data. Furthermore, consent for continuous monitoring, detection, and response to
to use customers’ personal data will be stored in the information security incidents, operating 24 hours a day, seven
Telkom system that manages consent. Telkom, as a Data days a week. CSOC is designed to anticipate and respond
Controller, ensures that the consent given by customers quickly and effectively to various cyber security problems to
includes processing by third parties only to improve provide maximum protection and prevent incidents that
service quality and provide the best products/services could disrupt the company’s smooth operations.
to customers and the wider community. Third parties,
such as data processors, have the same responsibilities
as data controllers outlined in cooperation contracts to
guarantee compliance with personal data protection in
personal data processing activities.
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INCREASED EMPLOYEE AWARENESS OF QUALITY AND QUALIFICATION OF
CYBER SECURITY THREATS PERSONNEL INFORMATION SECURITY
SYSTEM
Telkom has a security awareness program that regularly
runs every month and covers various topics. Security Information security management system at
awareness is conveyed through internal company media TelkomGroup has been implemented and certified by SNI
through posters, banners, podcasts, quizzes, webinars, ISO/IEC 27001:2013. Information security management
comic strips, and motion videos. Security awareness system certification is one of our efforts to strengthen the
program materials are reviewed periodically every year by security of IT infrastructure from the risk of cyber attack.
the relevant units so that employees can understand and In addition, the personnel in charge of cyber security have
implement the messages conveyed. also been certified. As many as 2.604 employees have
been recorded as having at least one type of certification
Every year, Mandatory Cyber Security Training is carried related to information security system.
out through the digital learning platform, which all Telkom These certifications, among others: :
employees must participate in, as well as information 1. Certified Ethical Hacker (CEH)
security training, which is mandatory for new employees. 2. Certified Ethical Hacker Practical (CEH Practical)
3. Computer Hacking Forensic Investigator (CHFI)
CYBERSECURITY GOVERNANCE 4. Certified Information System Auditor (CISA)
5. Certified Information Security Manager (CISM)
By policy: 6. Certified Data Center Specialist (CDCS)
1. PD.406.00/r.00/HK.200/COP-D3000000/2018 406/2018 7. Certified Data Center Professional (CDCP)
regarding Information Security Governance 8. Certified Digital Transformation Professional (CDTP)
2. PR Director NITS No. 146/r.00/COP-D003100/2018 9. Certified Information System Security Professional
Information System Access Control Standard (CISSP)
3. Regulation of Director NITS No. S/ NITS-ITSG.1/20 10. Cisco Certified CCNA Cyber Ops
regarding Application Security verification standards 11. Cisco Certified CCNA Security
12. Certified Risk Management Officer (CRMO)
Establishment of a Cyber Security Unit at BoD-1 level 13. CompTIA CySA+ Cybersecurity Analyst (CySA+)
in the NITS – OVP Cyber Security directorate and its 14. COBIT 2019 Foundation (COBIT 2019)
organization in accordance with PR.202.40/r.20/HK200/ 15. EC-Council Certified Incident Handler (ECIH)
COP·A2000000/2021, which consists of Cyber Security 16. EC-Council Certified Security Analyst (ECSA)
Governance, Planning, Program & Risk Management sub- 17. GIAC Certified Forensic Analyst (GCFA)
units, Cyber Security Services, Cyber Security Operation 18. ITIL 4 Foundation (ITIL 4)
Centre and Cyber Security Engineering. 19. Offensive Security Certified Professional (OSCP)
20. Certified Risk Management Officer (CRMO)
INFORMATION SECURITY VIOLATION
During 2023, Telkom faced threats to servers. Even though it does not threaten or disrupt operations, we still require
constant vigilance and monitoring of our information security systems.
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Frequency of Cyber Threats
Total
Description
2023 2022 2021
Brute Force Attack to Network Element (attempts) 366,732 9,579 125,949
Longest Duration in DDoS Attacks (minutes) 1,818 6,779 841
Largest Volume Used in DDoS Attacks (Gbps) 199.1 210.7 299.7
Defacement - - -
Remark:
Brute Force Attack: : Process of finding a solution by continuously trying many possible variants of information such as password, deciphered kes, etc.,
randomly.(reference:https://www.cybrary.it/glossary/d-the-glossary/distributed-denial-service-ddos/, https://www.cybrary.it/glossary/d-
the-glossary/denial-of-service-attack/)
DDoS Attack : Distributed Denial of Service technique, an attack on a network or a machine to make it available to other or important user, which
uses multiple host to carry out the attack.
(reference:https://www.cybrary.it/glossary/b-the-glossary/brute-force-attack/)
Defacement : Alteration or destruction of a Web page or Web site by an unauthorized individual or process, usually a hacker.(reference:https://
www.trendmicro.com/vinfo/us/security/definition/website-defacement)
The Company continues to commit to maintaining
vigilance and security of information systems by increasing
SUSTAINABLE ECONOMIC
monitoring and prevention strategies to identify and quickly VALUE CREATION
handle any potential threats to servers, and this is done to
ensure system integrity and security are maintained. Throughout 2023, TelkomGroup recorded positive
operational and financial performance. TelkomGroup’s
CYBERSECURITY TESTING FOR revenue reached Rp149,216 billion, experiencing an of
VULNERABILITY OF CRITICAL SYSTEMS 1.3% from the previous year, namely Rp147,306 billion.
Compared with the RKAP target, business income
The Company carries out cybersecurity testing of reached 95.6% of the set target. From the revenue account
critical systems. The testing is carried out by running a minus the cost accounts, TelkomGroup managed to
vulnerability assessment and penetration test. Testing record a net profit of Rp24,560 billion, experiencing
is carried out periodically, quarterly, or semesterly. Apart an increase of 18.3% compared to last year, which was
from being carried out internally by the Company, third recorded at Rp20,753 billion. This year’s net profit reached
parties also conduct testing to ensure the objectivity of 95.3% of the RKAP target.
cyber security test results.
Generated and Distributed Economic Value [201-1]
2023 2022 2021
Description
Rp billion
Income 149,216 147,306 143,210
Net profit 24,560 20,753 24,760
Contribution to Country* 42,217 43,098 49,894
Payment to Investor** 7,954 7,118 7,974
Payment to Creditor 40,071 48,368 48,166
Payment to Supplier and Partner*** 53,679 45,559 44,811
Payment to Employee 13,833 13,195 13,660
Remarks:
* Dividend contribution for 2023 uses the dividend figure for the 2021 Annual General Meeting of Shareholders which held in 2023. The numbers for 2022 and
2021 are restated using the approach as above and as an improvement to the numbers in the 2022 Sustainability Report which are recorded at 44,007 for
2022 and 48,963 for 2021.
** Payment to investor include dividend on public shares of the previous financial year paid out for that year.
*** Payment to supplier and partner for direct and indirect operational cost
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From generated economic value 2023, we record community a lot to communicate in working, teaching-
economic value distributed to stakeholder involved learning, and other activities that can provide benefits
in TelkomGroup’s value chain. Our tax payment to in the form of a multiplier effect in the digital economy
the government in 2023 amount to Rp22,850 billion. segment. The distribution of economic value to the
Realization of salary, benefit, and expenses for employee community is realized through community involvement
training amounted to Rp13,833 billion. and development activities with a total value of Rp20
billion. Until now, TelkomGroup has never received an
Meanwhile, expenditures for suppliers and partners, unfavorable report or report of a conflict and potential
including local parties, were recorded at Rp23,447 conflict with the public that is critically related to the
billion. Apart from being in the form of a community impact of product, service, and business processes that
engagement and development program, Telkom’s are carried out.
communication and broadband network has helped the
RESPONSIBLE SUPPLY CHAIN [2-6]
One of the ethical business practices is realized from fair and transparent supply chain management. TelkomGroup also
carries out supply chain management referring to the Procurement Implementation Guidelines. Each partner must
sign an Integrity Pact containing a statement not to be involved in corrupt practices, price collusion, and conflicts of
interest during each procurement process.
TelkomGroup Supply Chain
New Supplier
1. Infrastructure Facilities
2. Transport Telkom Type of Individual
R & D TelkomGroup
3. Access Telkomsel & Others Product Customer
4. Switching & Routing
5. Information Technology
Supplier
1. Infrastructure Facilities
2. Transport
3. Access
Telkom Type of Individual
4. Switching & Routing
Telkomsel & Others Product Customer
5. Information Technology
6. Professional Services
7. Lease
8. General & Administration
New Supplier
6. Professional Services Telkom Type of Individual
7. Lease Telkomsel & Others Product Customer
8. General & Administration
Remarks:
Recommendation Line
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We have implemented e-procurement through the LOCAL PARTY ENGAGEMENT [204-1]
SMILE application. The selection stage includes assessing
the Quality, Cost, Delivery, and Service (QCDS) aspects. The involvement of local parties, including local suppliers,
This policy is under Regulation of the Director of Finance can significantly contribute to supporting economic
and Risk Management regarding Supplier Management growth in Indonesia. Telkom is committed to prioritizing
Guidelines, which regulates supplier evaluation by local suppliers in meeting the needs for procurement
considering Quality, Cost, Delivery, and Service (QCDS) of goods and services and using components produced
aspects. Apart from that, we also assess the ESG aspects domestically. Local work partners or suppliers who are
of potential partners. We pay special attention to the domiciled in Indonesia can support TelkomGroup’s
policies and compliance of prospective partners in operations in various regions of the archipelago and help
fulfilling integrity and socio-environmental elements, reduce environmental impacts, such as a lower carbon
such as implementing a code of ethics, respecting human footprint compared to suppliers from abroad. Throughout
rights, implementing occupational safety and health (K3), 2023, Telkom collaborated with 99% or 730 local partners
and environmental management systems. of the total 732 working partners, while foreign partners
contribute 1%.
After establishing cooperation, Telkom evaluates
supplier performance to ensure that a good, sustainable Domestic Component Level (TKDN)
cooperative relationship is established and provides
optimal benefits for both parties. The assessment As a State-Owned Enterprise (BUMN), TelkomGroup is
process includes mandatory and optional aspects. This committed to supporting increasing Domestic Content
performance evaluation is a mitigation step against Levels (TKDN). However, in every procurement process
potential risks and aims to ensure no fraud or irregularities carried out, the use of domestic products by TelkomGroup
in the supply chain. The results of this evaluation will still considers the quality and economic financial aspects
determine the risk level of working partners. If the risk is of the goods and services obtained. As of the end of
high, we will monitor and re-evaluate the work partner 2023, TelkomGroup’s TKDN achievement was recorded
concerned. at around 37.66% of total Capital Expenditure (CAPEX)
spending and 85.32% of total Operational Expenditure
In 2023, there was no blacklist action taken against (OPEX) spending.
partners who show poor performance based on
evaluation results. We also note that no partner
experienced termination of employment because they
were deemed unable to complete their duties. On the
other hand, by implementing the ESG aspect assessment
in the TelkomGroup supply chain, we noted that no
partners were involved in legal sanctions related to
socio-environmental non-compliance.
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Sustainability Performance
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A B I L I T Y RE
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rtt// 04.
03.
04.
Appendices
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APPENDIX 1:
MEMBERSHIP IN ASSOCIATION
No. National Member
1. Masyarakat Telematika Indonesia (MASTEL) Telkom, Telkomsat, TelkomMetra,
Infomedia, AdMedika, Mitratel,
Telkomsel
2. Asosiasi Kliring Trafik Telekomunikasi (ASKITEL) Telkom, Telkomsel
3. Asosiasi Penyelenggara Jaringan Internet Indonesia (APJII) Telkom, Telkomsat, TelkomMetra,
Telkomsel
4. Asosiasi Telekomunikasi Seluruh Indonesia (ATSI) Telkom, Telkomsel
5. Indonesia Telecommunication Users Group (IDTUG) Telkom
6. Asosiasi Penyelenggara Pengiriman Uang Indonesia (APPUI) Telkom, Finnet, Telkomsel
7. Asosiasi Sistem Pembayaran Indonesia (ASPI) Telkom, Finnet, Telkomsel
8. Asosiasi Penyelenggara SKKL Seluruh Indonesia (ASKALSI) Telkom
9. Indonesia Mobile Content Association (IMOCA) Telkom
10. Asosiasi Televisi Swasta Indonesia (ATVSI) Telkom
11. Asosiasi Satelit Indonesia (ASSI) Telkom, Telkomsat
12. Forum Komunikasi Satuan Pengawas Internal (FKSPI) Telkom
13. Asosiasi Gabungan Pelaksana Konstruksi Nasional Indonesia (GAPENSI) Graha Sarana Duta, Telkomsat, Mitratel
14. Keanggotaan Green Building Council Indonesia (GBCI) Graha Sarana Duta
15. Keanggotaan Persatuan Perusahaan Real Estate Indonesia (REI) Graha Sarana Duta
16. Asosiasi Gabungan Rekanan Konstruksi Indonesia (GARANSI) Graha Sarana Duta
17 Asosiasi Badan Usaha Jasa Pengamanan Indonesia (ABUJAPI) Graha Sarana Duta
18. Asosiasi Perusahaan Klining Servis Indonesia (APKLINDO) Graha Sarana Duta
19. Kamar Dagang dan Industri (KADIN) Telkom, Graha Sarana Duta, Telkomsat,
Infomedia, Nutech, AdMedika, Bosnet,
Swadharma Sarana Informatika (SSI)
20. Asosiasi Perawatan Bangunan Indonesia (APBI) Graha Sarana Duta
21. Asosiasi Kontraktor Ketenagalistrikan Indonesia (AKLINDO) Graha Sarana Duta
22. Asosiasi Pengelola Gedung Badan Usaha Milik Negara (APG BUMN) Graha Sarana Duta
23. Indonesia Cyber Security Forum (ICSF) Telkom
24. Asosiasi Inkubator Bisnis Indonesia (AIBI) Indigo Creative Nation
25. Asosiasi Perusahaan Nasional Telekomunikasi (APNATEL) Telkom, Telkom Akses
26. Asosiasi Perusahaan Teknik Mekanikal Elektrikal (APTEK) Nutech, Swadharma Sarana Informatika
(SSI)
27. Asosiasi Perusahaan Pengadaan Komputer dan Telematik Indonesia Nutech, Infomedia, Swadharma Sarana
(ASPEKMI) Informatika (SSI), Telkomsat
28. Asosiasi Pengusaha Indonesia (APINDO) Infomedia
29. Asosiasi Bisnis Alih Daya Indonesia (ABADI) Infomedia
30. Indonesia Contact Center Association (ICCA) Infomedia
31. Asosiasi Cloud Computing Indonesia Telkomsigma
32. Asosiasi Data Center Indonesia (IDPRO) Telkomsigma
33. Asosiasi PMOI (Project Management Office Professional Indonesia) Telkomsigma
34. Asosiasi Badan Usaha Jasa Pengamanan Indonesia (ABUJAPI) Swadharma Sarana Informatika (SSI)
35. Asosiasi Perusahaan Jasa Pengolahan Uang Tunai Indonesia (APJATIN) Swadharma Sarana Informatika (SSI)
36. Asosiasi Perusahaan dan Konsultan Telematika Indonesia (ASPEKTI) Swadharma Sarana Informatika (SSI)
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No. National Member
37. Asosiasi Perusahaan Perdagangan Barang Distributor, Keagenan Dan Swadharma Sarana Informatika (SSI),
Industri (ARDIN) Telkomsat
38. Asosiasi Fintech (AFTECH) Finnet, Telkomsel
39. Asosiasi E-Commerce Indonesia (idEA) Finnet
40. Ikatan Ahli Ekonomi Islam Indonesia (IAEI) Telkom
41. Masyarakat Ekonomi Syariah (MES) Telkom
42. BUMN Muda Telkom
43. Business 20 (B20) Telkom
44. Forum Human Capital Indonesia (FHCI) Telkom
45. Asosiasi Pengembang Menara Telekomunikasi (ASPIMTEL) Mitratel
46. Asosiasi IoT Indonesia (ASIOTI) Telkomsel
47. Asosiasi Emiten Indonesia (AEI) Telkom, Mitratel
48. Himpunan Jasa Konstruksi Indonesia (HJKI) Telkom Akses
49. Ikatan Akuntan Indonesia (IAI) Telkom
50. Indonesia Corporate Secretary Association (ICSA) Mitratel
51. Cyber Defense Indonesia (CDEF ID) Telkom, Telkomsel
No. International Peserta
1. International Telecommunication Union (ITU) Telkom
2. International Telecommunications Satellite Organization (ITSO) Telkom
3. International Telecommunications Satellite (INTELSAT) Telkom
4. International Marine / Maritime Satellite (INMARSAT) Telkom
5. Asia Pacific Telecommunication (APT) Telkom, Telkomsel
6. Asia Pacific Economic Cooperation (APECTEL) Telkom
7. TM Forum Telkom, Telkomsel
8. ASEAN CIO Association (ACIOA) Telkom
9. Wireless Broadband Alliance (WBA) Telkom
10. The Institute of Certified Management Accountants Telkom
11. Asia-Pacific Satellite Communications Council (APSCC) Telkomsat
12. Asia Pacific Network Information Centre (APNIC) Telkomsel
13. Bridge Alliance Telkomsel
14. Global System for Mobile Communications Association (GSMA) Telkomsel
15. PMO Global Alliance (PMOGA) Telkomsigma
16. Pacific Telecommunications Council (PTC) Telin
17. Mobile Ecosystem Forum (MEF) Telin
18. International Cable Protection Committee (ICPC) Telin
19. The ITW Global Leader’s Forum Telin
20. Information Systems Audit and Control Association (ISACA) Chapter Telkom
Indonesia
21. Global Information Assurance Certification (GIAC) Advisory Board Telkom
22. International Information System Security Certification Consortium Telkom
(ISC2)
23. International Association of Privacy Professionals (IAPP) Telkom
PT Telkom Indonesia (Persero ) Tbk S U S TA I N A B I L I T Y R E P O RT 2 0 2 3 97
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APPENDIX 2:
GLOSSARY
Glossary Descriptions
3P + 1L Pay for Person (according to the required competencies), Pay for Position (according to the
level of responsibility and accountability), Pay for Performance (according to performance in
achieving targets), and Pay for Location (according to the city of work location).
Backbone The main communication network consisting of transmission and switching facilities
that connect several network access nodes. The transmission network between node and
switching facilities includes microwaves, submarine cables, satellites, optical fibers, and other
transmission technologies.
Bandwidth The capacity of a communication link.
Broadband Signaling methods that include or handle relatively wide frequency ranges (or bands).
BTS Base Transceiver Station, equipment that transmits and receives radio telephony signals to
and from other telecommunication systems.
CPE Customer Premises Equipment is a handset, receiver, set-top box or other device used by
customers of wireless, fixed or broadband telecommunications services, which are the
property of certain network operators and are placed at the customer’s location.
Cyberattack A cyberattack is deliberate of the exploitation of computer systems, technology-dependent
enterprises, and networks. Cyberattack use malicious code to alter computer code, logic or
data, resulting in disruptive consequences that can compromise data and lead to cybercrimes,
such as information and identity theft.
Cyber Security Center for monitoring, detecting, and implementing response to information security
Operation Center incidents.
Dry Plant ISP (In Side Plant) is a component or device in the Submarine Communication Cable System
(SCCS) located in the waters / sea consisting of fiber optic cable, SLTE, DWDM, PFE, etc.
e-Commerce Electronic Commerce, the buying and selling of products or services over electronic systems
such as the internet and other computer networks.
Eduvice The program was launched as a form of commitment to reducing electronic waste (e-waste).
ESG Environmental, Social, and Governance is a set of operational standards that refer to three
main criteria (environmental, social, and governance) in measuring the sustainability and
impact of an investment in a company.
Fiber Optic Cables that use optical fiber and laser technology where the reflected light representing data
is sent through thin glass filaments.
FTTx Fiber to the “X” is a collective term used to describe a wide selection of broadband network
architectures that use fiber optics. One example of this architecture is FTTH or fiber-to-the-
home, which is a fiber optic network from an Internet Service Provider (ISP) to a home or
business location.
Gbps Gigabits per second is the average number of bits, characters, or blocks per unit of time that
moves between devices in the data delivery system. Usually measured in units of bits per
second or bytes per second.
GraPARI Telkomsel customer service center.
GRI Global Reporting Initiative is an organization that sets internationally accepted Sustainability
Reporting standards.
GRI Standards GRI Standards or Global Reporting Initiative Standards are the highest international standards
in preparing sustainability reports that regulate the mechanism of content writing and
material disclosure.
IDX The Indonesia Stock Exchange is one of the institutions in the capital market formed through a
merger between the Jakarta Stock Exchange and the Surabaya Stock Exchange.
IoT The Internet of Things (IoT) is the network of devices, vehicles, and home appliances that
contain electronics, software, actuators, and connectivity which allows those things to
connect, interact and exchange data.
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Glossary Descriptions
ISO The International Organization for Standardization (ISO) is an international standard setting
body consisting of representatives from each country’s national standardization bodies.
KPPU The Business Competition Supervisory Commission or KPPU is an independent institution
formed to oversee the implementation of Law No. 5 of 1999 regarding Prohibition of Monopolistic
Practices and Unfair Business Competition.
LED Light Emitting Diode is electronic components that can emit monochromatic light when
forward voltage is applied.
Mbps Megabits per second, a measure of speed for digital signal transmission expressed in millions
of bits per second.
NPS Net Promoter Score is a market research metric used by Telkom to find out the latest voice
of customers, as input in improving customer experience. Thus, Telkom can ensure that the
repairs are carried out correctly and customer satisfaction is well maintained.
NYSE The New York Stock Exchange (otherwise known as the NYSE) is one of the stock exchanges in
the United States where Telkom shares are listed, other than on the Indonesia Stock Exchange.
OJK Otoritas Jasa Keuangan, or the Indonesian Financial Services Authority, the successor of
Bapepam-LK, is an independent institution with authority to regulate and supervise financial
services activities in the banking sector, capital market sector as well as non-bank financial
industry sector.
OKR An Objective and Key Results that is a framework in setting, communicating, executing and
monitoring the achievement of effective and measurable targets/goals of an organization/
company.
PINS PINS or PT PINS INDONESIA is a company engaged in the trading of Customer Premises
Equipment (CPE) and is a subsidiary of Telkom with shares of 100%.
SASB Sustainability Accounting Standards Board (SASB) provides sustainability accounting
standards for use by publicly listed corporations in the U.S. in disclosing material sustainability
issues for the benefit of investors and the public.
SCCS Submarine Communication Cable Systems are cables stretched under the sea between
stations built on land to deliver telecommunication signals through submarines.
SDG The Sustainable Development Goals (SDGs) are 17 goals with 169 measurable achievements
and deadlines set by the United Nations as the world development agenda for the benefit of
humans and planet earth.
Service Assurance Services that guarantee optimal product performance through meeting certain quality
standards to meet customer satisfaction
Service Delivery Services to fulfill customer needs in the form of products or solutions from Telkom
accompanied by a guarantee of good delivery quality.
SIM Card Subscriber Identity Module card is a stamp-sized smart card placed on a mobile phone that
holds the key to the telecommunication service.
SLA Service Level Agreement (SLA) which is an agreement between Telkom and customers
regarding the level of service quality.
SMILE Supply Management Information for Logistic Enhancement, an online web application (smile.
telkom.co.id) for logistics management that provides solutions in managing work programs/
projects in detail and easily.
SOE State-Owned Enterprise, a government-owned corporation, state owned company, state-
owned entity, state enterprise, publicly owned corporation, government business enterprise,
or parastatal, a legal entity created by a government to undertake commercial activities on
behalf of an owner government.
Switching An electronic, electrical or mechanical device that opens or closes circuits, completes or stops
electrical lines, or selects paths or circuits, used to direct traffic on telecommunications networks.
Wet plant OSP (Out Side Plant) are components or devices in the Submarine Cable Communication
System (SKKL) located in the waters/sea consisting of marine fiber optic cables, repeaters,
equalizers, and branching units.
PT Telkom Indonesia (Persero ) Tbk S U S TA I N A B I L I T Y R E P O RT 2 0 2 3 99
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APPENDIX 3:
ABBREVIATION
Keyword Description Keyword Description
3T Tertinggal, Terdepan, Terluar Eduvice Electronic Device Donation for
AI Artificial Intelligence Education
AKHLAK Amanah Kompeten Harmonis Loyal ESG Environment, Social, and Governance
Adaptif Kolaboratif FWA Flexible Working Arrangement
ASKALSI Asosiasi Kabel Laut Seluruh Indonesia Gbps Giga byte per second
BBM Bahan Bakar Minyak GCG Good Corporate Governance
BCMS Business Continuity Management GIS Geographic Information System
System GJ Gigajoule
BLS Basic Life Support GraPARI Graha Pari Sraya
BTS Base Transceiver Station GSD Graha Sarana Duta
BUMN Badan Usaha Milik Negara HAM Hak Asasi Manusia
CBA Competency & Behavior Appraisal HR Human Resource
CDC Community Development Center HSE Health, Safety, and Environment
CDI Customer Dissatisfaction Index ICT Information & Comunication
CID Community Involvement Development Technology
CIQS Cable Implementation Quality System IDN Indonesia Digital Network
CLI Customer Loyalty Index IDX Indonesia Stock Exchange
CO2 Carbon Dioxide IEC International Electrotechnical
CPE Customer Premises Equipment Commission
CSI Customer Satisfaction Index ILO International Labor Organizational
CSR Customer Social Responsibility IoT Internet of Things
CSV Creating Shared Value ISMS Information Security Management
System
DDoS Distributed Denial of Service
ISO International Organization for
DaPen Dana Pensiun Telkom
Standardization
DNA Device, Network, Application
ISP In Side Plant
DPLK Dana Pensiun Lembaga Keuangan
ITSMS IT Service Management System
DRUPS Diesel Rotary Uninterruptible Power
KPPU Komisi Pengawasan Persaingan
Supply
Usaha
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Keyword Description Keyword Description
LED Light Emitting Diode SASB Sustainability Accounting Standards
LTE Long Term Evolution Board
Mbps Mega bits per second SDGs Sustainable Development Goals
MSME Micro Small Medium Enterprise SDM Sumber Daya Manusia
MTTR Mean Time to Repair SEKAR Serikat Karyawan
NPS Net Promoter Score SEPAKAT Serikat Pekerja Telkomsel
NYSE New York Stock Exchange SKATA Serikat Karyawan Graha Sarana Duta
OHSAS Occupational Health and Safety SKKL Sistem Komunikasi Kabel Laut
Assessment Series SLA Service Level Agreement
OJK Otoritas Jasa Keuangan SLG Service Level Guarantee
OKR Objective dan Key Result ABMS Sistem Manajemen Anti Penyuapan
OSH Occupational Safety and Health SMILE Supply Management and Logictic
OSHMS Occupational Safety and Health Enchancement
Management System SNI Standar Nasional Indonesia
OSP Out Side Plant SOE State-Owned Enterprise
PAK Penyakit Akibat Kerja SPIN Serikat Pekerja Infomedia Nusantara
PD Peraturan Direksi SPMD Serikat Pekerja Metra Digital Media
PDAM Perusahaan Daerah Air Minum TCU Telkom Corporate University
PDP Perlindungan Data Pribadi TIQA Telkom Integrated Quality Assurance
PKB Perjanjian Kerja Bersama TJSL Tanggung Jawab Sosial dan
POJK Peraturan Otoritas Jasa Keuangan Lingkungan
PPIP Program Pensiun Iuran Pasti TKDN Tingkat Kandungan Dalam Negeri
PPMP Program Pensiun Manfaat Pasti SDG Tujuan Pembangunan Berkelanjutan
PR Peraturan Perusahaan UMP Upah Minimum Provinsi
PUE Power Usage Effectiveness WBS Whistleblowing System
QCDS Quality, Cost, Delivery, dan Service WFO Work From Office
QMS Quality Management System YAKES Yayasan Kesehatan
RUPS Rapat Umum Pemegang Saham
PT Telkom Indonesia (Persero ) Tbk S U S TA I N A B I L I T Y R E P O RT 2 0 2 3 101
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APPENDIX 4:
REFERENCE OF OJK REGULATION NO. 51/POJK.04/2017
AND OJK CIRCULAR LETTER NO. 16/SEOJK.04/2021
No Index Index Name Page
Sustainability Strategy
A.1 Elaboration on Sustainability Strategy 33-34
Summary of Sustainability Aspect Performance
B.1 Economic Aspects 24
B.2 Environmental Aspects 24
B.3 Social Aspects 24-25
Company Profile
C.1 Vision, Mission, and Values of Sustainability 20-21
C.2 Company’s Address 16
C.3 Enterprise Scale 16-17, 22-23
C.4 Products, Services, and Business Activities 17
C.5 Membership in Association 29, Appendix
C.6 Significant Changes in Issuers and Public Companies 20
The Board of Directors’ Explanation
D.1 The Board of Directors’ Explanation 10-13
Sustainability Governance
E.1 Responsible for Implementing Sustainable Finance 32-33
E.2 Competency Development Related to Sustainable Finance 71
E.3 Risk Assessment of the Implementation of Sustainable Finance 38-39
E.4 Relations with Stakeholders 81
E.5 Problems with the Implementation of Sustainable Finance 38-39
Sustainability Performance
F.1 Sustainable Culture Development Activities 50
Economic Performance
Comparison of targets to performance of production, portfolio, financing targets
F.2 91
or investments, revenue, as well as profit and loss
Comparison of target to performance of portfolio, financing target or
F.3 investments in financial instruments or projects in line with the implementation -
of Sustainable Finance
Environmental Performance
General Aspect
F.4 Environmental Costs -
Material Aspect
F.5 Use of Environmentally Friendly Materials 50, 55-56
Energy Aspect
F.6 Amount and Intensity of Energy Used 53-54
F.7 Efforts and Achievements of Energy Efficiency and Use of Renewable Energy 55
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No Index Index Name Page
Water Aspect
F.8 Water usage 57
Aspects of Biodiversity
F.9 Impacts from Operational Areas that are Near or Located in Conservation Areas 57
or Have Biodiversity
F.10 Biodiversity Conservation Efforts 57
Emission Aspect
F.11 Total and Intensity of Emissions Generated by Type 56
F.12 Efforts and Achievements of Emission Reduction Made 50-53
Waste and Effluent Aspects
F.13 Amount of Waste and Effluent Generated by Type 58-59
F.14 Waste and Effluent Management Mechanism 58-59
F.15 Occurring Spills (if any) Irrelevant
Complaint Aspects Related to the Environment
F.16 Number and Material of Environmental Complaints Received and Resolved 84
Social Performance
F.17 Commitment to Provide Services on Equal Products and/or Services to 60-65
Consumers
Employment Aspect
F.18 Equal Employment Opportunity 67-68
F.19 Child Labor and Forced Labor 67
F.20 Regional Minimum Wage 69
F.21 Decent and Safe Work Environment 72-74
F.22 Employee Capability Training and Development 71-72
Community Aspect
F.23 Impact of Operations on Surrounding Communities 76-77
F.24 Community Complaints 84
F.25 Corporate Social Responsibility (CSR) 76-79
Responsibility for Sustainable Product/Service Development
F.26 Innovation and Development of Sustainable Financial Products/Services Irrelevant
F.27 Products/Services That Have Been Evaluated for Safety for Customers 61
F.28 Product/Service Impact 84-91
F.29 Number of Product Recalls 58
F.30 Customer Satisfaction Survey on Sustainable Financial Products and/or Services 65
Others
G.1 Written Verification from Independent Party (if any) 5
G.2 Feedback Sheet 108
G.3 Responses to Feedback on the Previous Year’s Sustainability Report 5
G.4 List of Disclosures in Accordance with Financial Services Authority Regulation 102-103
No. 51/POJK.03/2017 regarding the Implementation of Sustainable Finance for
Financial Services Institutions, Issuers, and Public Companies
PT Telkom Indonesia (Persero ) Tbk S U S TA I N A B I L I T Y R E P O RT 2 0 2 3 103
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Sustainability Performance
Appendix 5:
GRI STANDARD INDEX
Statement of Use : PT Telkom Indonesia (Persero) Tbk has reported the information cited in this GRI content
index for the period January 1 to December 31, 2023 with reference to the GRI Standards.
GRI 1 Used : GRI 1: Foundation 2021.
GRI Standard Indicators Disclosure Location
GRI 2: 2-1 Organizational details 16-17, 22-23
General 2-2 Entities within the organization’s sustainability reporting 4
Disclosures 2021
2-3 Reporting period, frequency and contact 4
2-4 Restatements of information
2-5 External assurance 5
2-6 Activities, value chain and other business relationships 22-23
2-7 Employees
2-8 Workers who are not employees
2-9 Governance structure and composition 32-33
2-10 Nomination and selection of the highest governance body
2-11 Chair of the highest governance body 32-33
2-12 Role of the highest governance body in overseeing the 32-33
management of impacts
2-13 Delegation of responsibility for managing impacts 32-33
2-14 Role of the highest governance body in sustainability reporting 5, 10-13, 32-33
2-15 Conflicts of interest 80
2-16 Communication of critical concerns Annual Report
2-17 Collective knowledge of the highest governance body Annual Report
2-18 Evaluation of the performance of the highest governance body Annual Report
2-19 Remuneration policies Annual Report
2-20 Process to determine remuneration Annual Report
2-21 Annual total compensation ratio Annual Report
2-22 Statement on sustainable development strategy 33-37
2-23 Policy commitments 33-37, 41-46
2-24 Embedding policy commitments 33-37
2-25 Processes to remediate negative impacts 32-33, 38-39,
41-46
2-26 Mechanisms for seeking advice and raising concerns Annual Report
2-27 Compliance with laws and regulations 33, 82-83
2-28 Membership associations 29, Appendix
2-29 Approach to stakeholder engagement 81
2-30 Collective bargaining agreements 67
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GRI Standard Indicators Disclosure Location
GRI 3: 3-1 Process to determine material topics 34-35
Material Topics 3-2 List of material topics 34-35
2021
3-3 Management of material topics 34-35, 41-46
GRI 201: 201-1 Direct economic value generated and distributed 91-92
Economic 201-2 Financial implications due to climate change 52, 84
Performance 2016
201-3 Defined benefit plan obligations and other retirement plans 70
GRI 203: 203-1 Infrastructure investment and services supported 85
Indirect Economic 203-2 Significant indirect economic impact 76-77
Impacts 2016
GRI 204 : 204-1 Proportion of spending on local suppliers 93
Procurement
Practices 2016
GRI 205: 205-1 Operations assessed for risks related to corruption 83-84
Anti-corruption 205-2 Communication and training about anti-corruption policies and 83-84
2016 procedures
205-3 Confirmed incidents of corruption and actions taken 83-84
GRI 206: 206-1 Legal actions for anti-competitive behavior, anti-trust, and 83
Anti-competitive monopoly practices
Behavior 2016
GRI 302: 302-1 Energy consumption within the organization 53-54, 56
Energy 2016 302-2 Energy consumption outside of the organization 53-54
302-3 Energy intensity 53-54
302-4 Reduction of energy consumption 55-56
GRI 303: 303-5 Water consumption 57
Water and
Effluents 2018
GRI 305: 305-1 Direct (Scope 1) GHG emissions 56
Emissions 2016 305-2 Energy indirect (Scope 2) GHG emissions 56
305-5 Reduction of GHG emissions 56
GRI 306: 306-2 Management of significant waste-related impacts 58
Waste 2020 306-3 Waste generated 58
GRI 401: 401-1 New employee hires and employee turnover 67
Employment 2016 401-2 Benefits provided to full-time employees that are not provided 69
to temporary or part-time employees
401-3 Maternity leave 69
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Sustainability Performance
GRI Standard Indicators Disclosure Location
GRI 403: 403-1 Occupational health and safety management system 72
Occupational 403-2 Hazard identification, risk assessment, and incident investigation 73
Health and Safety
403-3 Occupational health service 74
2018
403-4 Worker participation, consultation, and communication on 74
occupational health and safety
403-5 Worker training on occupational health and safety 74
403-6 Improvement in the quality of employees health 74
403-7 Prevention and mitigation of occupational health and safety 73
impacts linked by business relationships
403-8 Workers covered by an occupational health and safety 72
management system
403-9 Work-related injuries 73
403-10 Work-related ill health 73
GRI 404: 404-1 Average hours of training per year per employee 71
Training and 404-2 Programs for upgrading employee skills and transition 70-71, 74
Education 2016 assistance programs
404-3 Percentage of employees receiving regular performance and 69
career development reviews
GRI 405: 405-1 Diversity of governance bodies and employees 68
Diversity 405-2 Ratio of basic salary and remuneration of women to men 69
and Equal
Opportunity 2016
GRI 2016 406-1 Incidents of discrimination and corrective actions taken 75
Non-
discrimination
2016
GRI 413: 413-1 Operations with local community engagement, impact 76-77
Local assessments, and development programs
Communities
2016
GRI 418: 418-1 Customer complaints related to customer privacy and loss of 86
Customer Privacy customer data
2016
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Appendix 6:
SASB INDEX
Telecommunication Industry
Code Description Page(s)
Activity Metric
TC-TL-000.A Number of wireless subscribers 60
TC-TL-000.B Number of wireline subscribers 60
TC-TL-000.C Number of broadband subscribers 60
TC-TL-000.D Network traffic 22-23, 63
Environmental Footprint of Operations
TC-TL-130a.1 Total energy consumed, percentage grid electricity, percentage renewable 56
energy
Data Privacy
TC-TL-220a.1 Description of policies and practices relating to behavioral advertising and 86-87
customer privacy
TC-TL-220a.2 Number of customers whose information is used for secondary purposes 86-87
TC-TL-220a.3 Total amount of monetary losses as a result of legal proceedings associated 86
with customer privacy
TC-TL-220a.4 Number of law enforcement requests for customer information, number 89
of customers whose information was requested, percentage resulting in
disclosure
Data Security
TC-TL-230a.1 Number of data breaches, percentage involving personally identifiable 86
information (PII) and number of customers affected
TC-TL-230a.2 Description of approach to identifying and addressing data security risk, 89
including third-party cybersecurity standards
Product end-of-Life Management
TC-TL-440a.1 Materials recovered through take back programs, percentage of recovered 58
materials that are (a) reused, (b) recycled, and (c) landfilled
Competitive Behaviour & Open Internet
TC-TL-520a.1 Total amount of monetary losses as a result of legal proceedings associated 83
with anti-competitive behavior regulations
TC-TL-520a.2 Average actual sustained download speed of owned and commercially- 62-63
associated content and non-associated content
TC-TL-520a.3 Description of risks and opportunities associated with net neutrality, paid -
peering, zero rating, and related practices
Managing Systemic Risks from Technology Disruption
TC-TL-550a.1 System average interruption frequency and customer average interruption 84-85
duration
TC-TL-550a.2 Discussion of systems to provide unimpeded service during service interruptions 84-85
PT Telkom Indonesia (Persero ) Tbk S U S TA I N A B I L I T Y R E P O RT 2 0 2 3 107
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FEEDBACK FORM OF PT TELKOM INDONESIA
( PERSERO ) TBK 2023 SUSTAINABILITY RE PORT
Thank you for your willingness to read this 2023 Annual Report. As part of an effort to perfect the contents of the following year’s
reporting. we look forward to hearing from you by answering the questions below.
QUESTION
1. In your opinion, this Annual Report has provided useful information regarding various activities carried out by PT Telkom Indonesia
(Persero) Tbk.
SS S RR TS STS
2. In your opinion, the material in this report including the data and information presented is easy to understand and understand.
SS S RR TS STS
3. In your opinion, the material in this report including the data and information presented is quite complete, covering all sustainability
issues.
SS S RR TS STS
4. In your opinion, the material in this report including the data and information presented is reliable for decision-making.
SS S RR TS STS
Keterangan:
SA: Strongly Agree A: Agree OTA: On The Average D: Disagree SD: Strongly Disagree
5. In your opinion, what information has been submitted in this report and is felt to be useful?
a. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . .
b. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . .
c. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . .
6. In your opinion, what information has been conveyed in this report and is felt to be of little use?
a. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . .
b. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . .
c. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . .
7. In your opinion, what about the display of this report both from the contents, design and layout as well as photos included?
a. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . .
b. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . .
c. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . .
8. In your opinion, what information is felt to be lacking and must be completed in the upcoming Annual Report?
a. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . .
b. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . .
c. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . .
Your profile
Full name :.....................................
Age and Gender : . . . . . . . . . . .Yo. M / F (cross the unnecessary ones)
Institution / Company :.....................................
Type of Institution / Company : Government Government Media
NGO NGO Etc
Returning forms and other matters related to the 2023 Annual Report can be submitted to:
Investor Relations
The Telkom Hub, Telkom Landmark Tower Lantai 39
Jl. Jend. Gatot Subroto Kav. 52, Jakarta 12710
Tel : (6221) 521 5109
Fax : (6221) 522 0500
E-mail : investor@telkom.co.id
Website : www.telkom.co.id
Names mentioned 47 people and organisations named in the text · linked when the evidence is strong
unresolved
org
Financial Services Authority
p.6 ×3
unresolved
org
Ministry of BUMN
p.10
unresolved
org
Indonesia Stock Exchange
p.18 ×4
unresolved
org
Government of the Republic of Indonesia
p.18 ×2
unresolved
org
Ministry of SOEs
p.28 ×2
unresolved
org
Minister of SOE Regulation No. PER
p.40
unresolved
org
KPPU
p.41 ×4
unresolved
org
Ministry of Manpower
p.45 ×2
unresolved
org
PT Telkom Data Ekosistem
p.57
unresolved
org
Ministry of Women’s Empowerment and Child Protection
p.73
unresolved
org
Yayasan Kesehatan
p.76
unresolved
org
PT Telkom Telstra.
p.86
unresolved
org
Keamanan Laut
p.87
unresolved
person
EVP Digital Business
· Chairman
p.90
unresolved
person
DEGM IT Operation DIT
· Chairman
p.90
unresolved
org
Jasa Pengamanan Indonesia
p.98 ×2
unresolved
org
Milik Negara
p.98 ×2
unresolved
org
Telkom
50. | Indonesia
p.99
unresolved
org
Bapepam-LK
p.101 ×2
unresolved
org
Dana Pensiun Telkom Standardization DNA
p.102
unresolved
org
Dana Pensiun Lembaga Keuangan ITSMS
p.102
unresolved
org
Yayasan Kesehatan RUPS
p.103
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