Sustainability Report 2012 • 11
Hong Kong Gas Business
With over 150 years of service behind us, our
business in Hong Kong has grown and matured
and today our customers enjoy high levels of
service with a supply continuity rate of over
99.99%. Serving 1.78 million customers in the
territory, service is provided by two production
plants at Tai Po and Ma Tau Kok, with a total
production capacity of 12.26 million standard
cubic metres of gas a day, hand-in-hand with our
distribution network, which consists of over 3,500
km of pipelines linking almost every corner of
Hong Kong.
Total gas sales in the territory rose a slight 0.8% to
28,360 million megajoules of town gas in 2012. This
slow growth was due to the warmer weather as
well as the ongoing financial problems besetting
Europe together with the knock on effect this has
had on the Chinese economy. The commercial
and industrial sector however continued to thrive.
Working in close partnership with the sector, we
added a number of new customers during the year,
which led to an increase in industrial gas sales of
22.6% over 2011.
In addition to providing quality gas services, our
aim is to offer convenient and contemporary
services that improve the quality of life for our
users. A comprehensive network of Towngas
customer centres thus provides easy, friendly and
one-stop service access throughout Hong Kong.
We focus on providing same-day installation and
maintenance together with a comprehensive
range of award-winning gas appliances that have
been designed to meet every customer need.
Making sure that we can be reached at any time,
our customer service hotline is available around
the clock, and customers can also get in touch with
us anywhere and anytime digitally through the
Internet or through our innovative smartphone
apps.
