Sustainability Report 2016

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Sustainability Report 2016 88
Unit 2016 2015 2014 2013 2012
Customer
compliments
Number 6,930 6,766 5,894 6,026 6,090
Customer complaints Number 13 6 8 16 7
Unit 2016 2015 2014 2013 2012
Employees
participating in
voluntary services
Number 830 859 994 918 1,079
Voluntary service
hours (including
employees and
customers)
Hours 75,588 75,369 79,551 72,025 68,508
Charitable donations
made by the Group
HK$
million
7.1 7.1 34.2 58.6 7.9
Social Performance
Customer Service
Community Involvement
Remarks:
1) Towngas’s employees and the employees of its subsidiaries only.
2) A revised scope was adopted in 2016. The scope includes the hired employees of companies with business in Hong Kong
(i.e. Towngas, Towngas Enterprise Limited, ECO Stations, TGT and U-Tech). The figures have been adjusted accordingly.
3) The following conversion factors are used to standardize the units to gigajoules (GJ): Town gas (0.048GJ/unit), electricity
(0.0036GJ/kWh), petrol (0.033GJ/L), diesel (0.036GJ/L). For the conversion of naphtha and landfill gas to energy term, they
are calculated by multiplying individual monthly fuel volumetric data by their corresponding monthly average calorific value.
4) All water is purchased and distributed by the HKSAR Water Supplies Department.
5) Tankers and ECO Aviation Fuel Services (EAFS) vehicles are excluded.
6) These figures are the savings achieved compared with the data of a reference year before implementing the respective
environmental initiative.
7) The default value to account for the GHG Emission Factor of electricity sold to customers in Hong Kong is 0.7kg/kWh.
Reference: Guidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings of Commercial,
Residential or Institutional Purposes in Hong Kong (by EPD & EMSD).
8) The indicator ‘Water saved’ was replaced by ‘Effluent water saved’ in 2016. The figures have been adjusted accordingly.
9) The emission factors of greenhouse gas emissions due to electricity consumption are obtained from the sustainability
reports of the two local electricity companies, which are released one year prior to our reporting year.
10) Non - hazardous waste landfilled refers to the refuse, wood pallets and construction waste collected from Towngas
Headquarters and the Tai Po Plant.
11) Non-hazardous waste recycled refers to the plastics, papers, paper cartons and metals collected to recycling contractors.
Apart from these waste categories, we also recycle other non-hazardous waste, such as used red packets and cartridges, on
a regular basis.
12) All chemical waste handling procedures comply with the We also collect other
hazardous waste, such as rechargeable batteries, fluorescent tubes and obsolete electronic products to licensed recyclers
on a regular basis.