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72 ENVIRONMENTAL, SOCIAL AND GOVERNANCE REPORT 2020 CONTRIBUTING TO STAKEHOLDERS 73

To further improve our service efficiency and quality, we Improving Accessibility for All
Progress have been applying advanced technologies in various
Areas areas, including our maintenance works and handling We are committed to improving access to our products
of customer enquiries. Since the launch of our online and services for all customer groups in Hong Kong.
Improving our Customer Services virtual assistant Tinny in 2018, accuracy in responding
to customer enquiries has been improving as a result
Our SQS programme continued to be a highlight of our corporate philosophy of “Growth = innovation x of machine learning and big data. To date, Tinny has
implementation”. Over the past 28 years, our employees have completed over 1,700 SQS projects, which have handled over 115,000 enquiries. Ethnic Minorities
helped to raise customer satisfaction levels and save approximately HK$584 million. Our customer service hotline is available in English,
Providing an Affordable and Cantonese, Putonghua, Tagalog and Indonesian

In our Towngas Service Pledge, we set quantitative targets across six key performance areas, which are updated Reliable Energy Supply Visually impaired
annually. In 2020, all our targets were achieved.
Our town gas supply reliability remained at the high Bills and gas appliances with Braille instructions are
level of over 99.99 per cent during the year. provided to assist those who are visually impaired
In 2020, Towngas complied with all regulatory requirements and received no substantiated customer complaints
about any data loss or breaches of data privacy in Hong Kong. No incidents of non-compliance were reported In large part, this was made possible by our dual feed Disabled
with respect to regulations and/or voluntary codes concerning product and service information and labelling, or of natural gas and naphtha that reduces our reliance on Wheelchair access is provided in customer centres
our marketing communications. We have an internal procedure that requires an acknowledgement of customer a single fuel source to make town gas.
complaints within three working days and a formal reply letter to be provided within two weeks. The 13 cases of Disadvantaged Groups
customer complaints received during the year were investigated thoroughly and resolved. Regular meetings are To keep our gas supply functioning at a highly reliable Towngas Concession Schemes are available to
also conducted to review complaints received with senior management. level, we have modified our gas production plants so people in need
that they are capable of handling increases in gas In 2020, over 45,000 households
demand. We also installed a backup export gas line at benefited from concessions
2020 Towngas Service Pledge our Tai Po Gas Production Plant. What’s more, we plan
to upgrade the consoles at the Tai Po Gas Production totalling HK$26 million.
Results Results Plant in order to enhance cyber security and plant
Reliability Speed and Convenience control system reliability.

• Uninterrupted gas supply (over 99.99%) 99.99% • Customer Service Hotline: Calls answered 96.10%
within 4 rings
• In case of supply interruption on account • Connect or disconnect gas supply within
of maintenance or engineering work: 100% 100% Community
Customer notification 3 days in advance 1 working day
• Deposit refunded at Customer Centres: 100%
• Restoration of gas supply within 12 99.99% 2 hours after disconnection of gas supply #
hours: 2020 Performance Highlights Future Actions and Targets

Service Quality
Safety Develop a systematic process of
• Emergency teams arrive within 25 Arrived • Efficiency* 9.0 Donated HK$7.9 million community investment
minutes in 21.57 • Courteous and friendly attitude* towards community activities (from collecting feedback to making
minutes on 8.98 decisions)
average
Volunteer service hours:
Handling Suggestions NGO
Appointments 16,633 (Hong Kong) Continue supporting NGOs
• Availability of maintenance and installation 1.21 • Written comments or suggestions: Reply 100% 714,300 (Mainland utility and identifying community
within 3 working days
services within 2 working days working days businesses) programmes that benefit society
• Resolution, or a statement of how and when 100%
# To enjoy this service, residential customers are advised to inform
us of their requests for refunds at the time of making cap- the matter will be resolved, within 2 weeks Love on Delivery programme
off service appointment and the maximum refund amount is
HK$2,000. distributed 30,000 fresh food
packs to 1,000 underprivileged
* Our target was to exceed a score of 8.5 out of 10
families
For more details on our customer service performance results and 2021 targets, please refer to our corporate
website.