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Sustainability Report 2011
Customer Safety
The backbone of our customer safety
activities is based on our regular
safety inspections (RSIs) which are
carried out on a routine basis both in
Hong Kong and on the mainland. These
visits not only help us to identify problems,
thus preventing the possibility of accidents,
they also enable us to take the gas safety message
directly into customers’ homes. Additionally, they provide us with an opportunity
to encourage customers with faulty or older appliances, those without flame failure
devices for example, to upgrade their equipment to newer and safer models.
During the year, we enhanced our RSI activities on the mainland, focusing on customer
premises, which, due to a lack of access, have not been visited for some time. As a
result, by the end of the year, we were able to realise our goal to conduct safety checks
on the gas equipment of all our customers within a three-year cycle. Affirming the value
of these activities, we have seen a steady decline in the number of customer-related
emergency reports over the years in Hong Kong.
Our diverse range of home appliances also contribute to home safety as we not
only offer safe, convenient and energy efficient products; professional installation,
warranties, after sales services and free regular inspections also form a part of the total
service package. These products, which are sold under our own brand names, TGC and
Simpa in Hong Kong and Bauhinia in mainland China, are not only tailored specifically
for local markets, they also meet all established safety standards and include modern
safety features such as flame failure devices, etc. These appliances continue to prove
their popularity. We sold 234,000 gas appliances in Hong Kong while the grand total of
our Bauhinia sales on the mainland passed the million mark in 2011.
In providing safe services to our customers, a further factor in the safety equation is the
importance of customer awareness. It is not enough for us to provide safe products and
services, customers must also use these products and services safely. We thus carry out
a wide range of publicity and promotional campaigns which apart from booklets and
leaflets, bill inserts and other promotional items, also include exhibitions, visits, talks and
special community events.
Safety Performance Customer Safety