44 • Sustainability Report 2012
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. Moreover, 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. 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
contributes 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 tailored specifically for local markets,
Customer Safety
Among HKFORT members, Towngas is
regarded as a leading utility company,
which is constantly evolving to meet
customer needs. In addition to affordable
rates in comparison to other forms of
energy, it also provides a safe supply of gas
– no safety issues have been experienced
by any of our members. Gas supplies
are also very reliable with little or no
disruption.
Simon Tam
Chief Executive Officer
Hong Kong Federation of Restaurants and
Related Trades (HKFORT)
meet all established safety standards and include
modern safety features such as flame failure
devices, etc. These appliances continue to prove
their popularity. During the year, we sold 241,000
gas appliances in Hong Kong in 2012, while our
Bauhinia sales on the mainland reached over
500,000 units.
In providing safe services to our customers,
a further factor in the safety equation is the
importance of customer awareness. 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.
In 2012, we met our Service Pledge in Hong
Kong to arrive at the emergency site within
30 minutes of the report, over 95%of the
time.
