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Social Performance 75
Mainland China
Protecting Customer Data and Privacy
In mainland China, we operate according to
our principle of being “Customer-oriented,
Professional and Efficient”. We have 244 modern
customer service centres which provide a
plethora of services, including consultation, bill
payment facilities, account opening facilities,
repair and maintenance, and appliance sales.
Moreover, we have rolled out our online
platform so customers have the most up-to-date
information and are able to check their personal
accounts, check bills and make payments at a
time convenient for them.
Towngas strictly adheres to all regulatory
requirements pertaining to the protection of
customers’ legal rights and data privacy when
communicating with them. To help our staff
handle confidential and proprietary information,
we have created a comprehensive set of policies
and procedures, with training carried out across
the Group.
We have also established a Data Privacy
Departmental Committee and a Data Protection
Office. This is so we can monitor our data
protection subsidiaries and departments’
performance progress and make improvements
where needed. The standing committee reviews
strategies for handling personal data and makes
recommendations to the Executive Committee
We also introduced our “Three Courtesies”
concept in mainland China to inculcate a sense
of awareness for nature and an efficient service
culture in our employees across our projects. We
engaged more than 40,000 people with various
activities to promote the virtues of “Etiquette,
Politeness, Caring” and demonstrate them at
work, whether in offices, stations, construction
sites, customer centres, customers’ homes
or while travelling in our vehicles. The “Three
Courtesies” concept helped spread the spirit of
positivity throughout the community.
if a significant breach of data protection occurs.
Furthermore, the data protection officer is
required to make declarations to the Group each
year.
The privacy law governing direct marketing has
been amended and we have upgraded our system
so operational processes are aligned. Towngas
has also provided periodic training and held
seminars for colleagues and contractors to boost
their knowledge of personal data protection.
In 2016, there were no substantiated customer
complaints about data loss or breaches of privacy
in Hong Kong or mainland China.