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70 ENVIRONMENTAL, SOCIAL AND GOVERNANCE REPORT 2020 CONTRIBUTING TO STAKEHOLDERS 71

Customers

incident scenarios that would have a severe impact on Responsible Communication
2020 Performance Highlights Future Actions and Targets our business processes. In the event of a suspected
cyberattack, our Cyber Security Committee will trigger the The wide range of communication channels we
Set up a team of Develop policies and processes incident response process, contain the data leakage and provide allows customers to access information on our
departmental data to enhance and streamline then contact the Cyber Security Centre of the Hong Kong products and services in a quick and efficient manner.
protection coordinators data protection Police Force and other security experts. We also conduct These channels also enable us to collect customer
to enhance the effectiveness of the measures regular phishing simulations targeting our employees to feedback and better understand their needs.
Privacy Management Programme heighten their awareness of cyber security risks.

Further develop the existing The key to customer privacy is our employees. If our
Service quality efficiency: 9.0* Privacy Management Online platforms, customer
centres, and 24-hour
Exceeded target Programme employees lack the necessary awareness, mishandle Customer Service Hotline
customer information or are unaware of cyber security
risks, the potential for a customer information leakage For customers to make enquiries, manage their accounts
and make appointments for maintenance and installation
Courteous and friendly Continue to explore the needs of incident can be high. To avert this possibility, we have
attitude: 8.98* our customers to launch undertaken various initiatives, including seminar training
Exceeded target new products/services and the provision of information security tips. We also Customer satisfaction
host an annual Information Security Week to keep surveys
* Our target was to exceed a score of 8.5 out of 10 employees up-to-date on personal data protection Conducted bi-monthly by an independent company, with
matters as well as cyber security knowledge. low score cases followed up to ensure remedial actions
are taken
Management Aside from reviewing strategies on handling personal Quality Management and
Approach data, the Data Privacy Standing Committee focuses Customer Service

on managing potential data breaches. If a data breach
We are committed to providing our customers with does occur, the Committee will conduct an interim Total Quality Management (TQM) motivates employees Customer surveys and
focus groups
a safe, reliable supply of energy and the caring, assessment on the risk of harm and decide whether in their pursuit of excellence, according to the three To learn about customers’ views on and experience with new
competent and efficient service they expect. Various the incident will be escalated to top management pillars of Courtesy, Craftsmanship and Integrity. products or services
internal policies, programmes and targets are in place to for their attention. The Committee will also suggest
ensure customers receive excellent service. solutions for resolving the incident. Our Superior Quality Service (SQS) programme has
helped us build our customer-centric culture and
Cyber security has also become a key concern of Customer Focus Team
Customer Privacy and Cyber Security sparked innovative ideas across Hong Kong and
stakeholders. To mitigate the risks of data leakages mainland China. Implemented in 1992, the SQS Visits to housing estates to collect customer comments and
and maintain the trust of our customers, we make programme is held under a different theme each year to handle any potential issues such as gas safety, bill payments
At Towngas, we understand the importance of it possible to wipe the data contained in all mobile encourage staff to initiate new projects that help improve and gas appliances
customer privacy and take every step necessary to devices carried by our gas technicians and other our operations, save costs or generate new revenue. A growing number of customers are becoming
protect our customers’ data in all our communications frontline staff remotely, in case these devices are lost. aware of the positive and negative environmental
with them. To that end, we have established a We also isolate sensitive information from our customer We also have a Towngas Service Pledge as part of and social impacts of the products and services
Privacy Policy Statement that sets out our relationship management system, in order to minimise our commitment to provide a safe and reliable supply they consume. For this reason, we make every effort
standards for handling customer information. the possibility of hacking incidents. of gas to our customers as well as friendly, competent to ensure our marketing materials are accurate and
and efficient service. To ensure our customers are based on substantiated information. We also follow

The Company’s Data Privacy Standing Committee To guard against cyberattacks, we have commissioned receiving the highest standard of service, we are fair and responsible communication practices and
reviews strategies for handling personal data and, a third-party consultant to monitor cyber incidents continuously working towards improving our service remain committed to ensuring that our marketing and
together with the Data Protection Officer and the around the clock. Five response playbooks covering the and setting higher targets. communication materials comply with all relevant
Departmental Data Protection Coordinators, deals with top five cyber security incidents have been prepared, government regulations and industry guidelines. In
personal data situations. Every department is required with actionable, consistent processes developed In addition, we organise various training exercises addition to our marketing materials, customers can also
and activities to enhance customer service quality,
to make a declaration to the Company about any data for responding to and recovering from various cyber such as our Three Courtesies (manners, etiquette and access information on Towngas’ products and services
protection matters that might have arisen during the year. politeness) culture in Hong Kong and mainland China. through our websites, leaflets, social platforms, and
other publications.