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42 ENVIRONMENTAL, SOCIAL AND GOVERNANCE REPORT 2020 ENSURING HEALTH AND SAFETY 43

Customer
Safety
To further improve our service efficiency, service
Progress
2020 Performance Highlights Future Actions and Targets quality and gas safety, we have been applying
Areas advanced technologies, such as a Drone Riser

Inspector and Long Range Camera with Laser
675,087 RSIs (Hong Kong) Continue to provide RSIs and Protecting Customer Safety Methane Gun, to inspect the condition of gas
community safety talks service pipes and detect gas leakage. In 2020, we
Towngas proactively contacts customers in order also introduced a Riser Health Analytics System
Report
Customer-related emergency to raise awareness of potential gas safety problems researched and developed in-house that uses AI to
reports ↓35% in last 5 years Develop smart sensors and before they occur. In 2020, we conducted 675,087 automatically analyse inspection videos and identify
remote control systems RSIs and organised eight safety exhibitions. While the location and severity of corrosion in our gas
Launched an anti-scorch for cooking appliances accessed RSI services to individual customers’ service pipes. This AI system not only enhances
built-in hob to enhance premises were suspended for six months due to the operational efficiency and accuracy, but also
cooking safety
pandemic, RSIs on gas service pipes in the common reduces eye strain among our staff.
areas of buildings were carried out as usual. This
Management reflects Towngas’ commitment to ensure the safety Through these efforts, we have achieved a decline
Approach of our customers in every way possible, even in in customer-related emergency reports.
unfavourable circumstances.
As product and service safety are essential for our customers, we ensure every procedure is carried out
according to our internal guidelines, which also comply with laws and regulations. These guidelines cover the Customer-related Emergency Reports
installation, replacement and maintenance of gas appliances and gas meters as well as gas pipes and fittings 2016 388
installed for our customers. When developing new products, we follow strict safety and quality control systems
that govern the way we source raw materials, and produce and deliver end products. Our suppliers are also 2017 309
required to comply with our product safety requirements.
2018 267
Product • Gas appliances are equipped with innovative safety features such as anti-scorch
Development protection, timer controls and flame failure devices 2019 255

Quality • Compliance checks are conducted to ensure consistently high standards across all our 2020 252
Assurance product lines
• All gas appliances are tested according to rigorous quality control systems Towngas’ timely response to emergencies has

achieved a world-class standard of promptness.
Product • All gas appliances come with operating instructions on their safe and proper use
Labelling
Emergency Team’s average arrival time
Customer • RSIs are conducted to check all gas installations and external service risers, as well as to
Service test installation pipes Target 2020 Results
- every 18 months in Hong Kong
- every 12 to 24 months in mainland China
• 24-hour Emergency Hotline with a team dedicated to handling all gas emergency Arrived within
incidents and carrying out investigation Arrive on site
• Manual of Remedial Measures, with established remedial actions to ensure domestic gas within 21.57 minutes
appliances are safe for public use 25 minutes on average

Customer • Safety exhibitions and talks, customer surveys and focus groups, as well as Customer
Engagement Focus Team visits to raise safety awareness and understand customer needs
• Safety messages are also provided through leaflets, videos, posters and the corporate website
• Bi-monthly customer satisfaction surveys conducted by an independent research
company