CSR Charter ⅠCreating Value for Customers
Safety and Security 4: Consumption Stage
Principle and Outline
Ensuring safety and security in providing gas services to customers is a city gas provider's mission. Osaka Gas conducts periodical checks and inspections of gas facilities set up on the customers' site. The company has also put in place more advanced safety measures against possible large-scale earthquakes and other disasters. We are disseminating information on the safe use of gas, while striving to enhance the safety levels of our gas equipment and services, and are diffusing such equipment and services.
Products and Services Ensure Safe Use by Customers
Informing customers about gas appliance safety
To ensure that customers can use their gas appliances with peace of mind, we take every opportunity to talk to them about the safety of their appliances: during regular safety inspections, when providing a new gas service, and when conducting repairs.
The Osaka Gas website has a section with important announcements on gas appliances, where we talk about the proper use of gas appliances, and post prompt notices about product modifications or defects.
Development of Safer Gas Appliances and Their Diffusion
Osaka Gas strives to bring customers products and services that ensure they are using gas safely.
Osaka Gas would like to take all the old gas appliances that have no safety mechanisms out of the market. In particular, we are visiting customers using old appliances without incomplete combustion prevention devices, such as small tankless gas water heaters and wire-mesh gas stoves, and recommending that they upgrade to a safer gas appliance. We also offer to bear a part of the cost to ease the financial burden on the customer.
We also provide gas alarm systems that warn of gas leaks and carbon monoxide emissions caused by incomplete combustion, and we have a range of services that dispatch staff to a home when trouble is detected.
With the aim of eradicating gas fires originating from gas stoves, starting in April 2008 we have equipped all products with a function that automatically turns off the flame when the user forgets to. We have been working to spread the use of this product, called the “Si” Sensor-Equipped Cooking Stove.
As of 1999, 86.9% of gas stoves in Osaka Gas's service area had this safety feature and this number has been increasing ever since. In 2017, it reached 95.9%. Almost all new models have this feature.
Changes in the Rate of Use of Water Heaters with an Incomplete Combustion Prevention Device and Gas Stoves with a Function of Automatically Turning off the Flame
|Water heater with an incomplete combustion prevention device||99.9%||99.9%||99.9%||99.9%||99.9%|
|Gas stove with a function of automatically turning off the flame||95.0%||95.2%||95.4%||95.6%||95.9%|
Gas alarm systems and safety services for residential customers
By providing various services, Osaka Gas has helped people continue their daily life safely and without concern, even in the event of an accident.
In 1980, the Company began selling the “Piko Piko” residential gas alarm system, which detects and warns of gas leaks. Since that time, various functions have been added to the original “Piko Piko” system to spread the use of alarm systems, including a function that warns of carbon monoxide emissions caused by incomplete combustion. Also added were a function that detects heat from fire and a function that detects smoke. In May 2015, Osaka Gas launched a battery-driven gas alarm system as part of another efforts to diffuse alarm systems. Such upgraded “Piko Piko” systems have mainly been used in kitchens.
In response to home fire alarms now mandatory under Japan's revised Fire Defense Law, we launched the “Kemu Piko” home fire alarm system, which is installed in bedrooms and stairways as smoke detectors. We also offer home security systems such as “Osaka Gas SP (Security Partner)” in which homes are connected through the Internet to our monitoring center, which dispatches staff when problems are detected.
In October 2017, we launched “Miru Piko,” a new gas safety service, by integrating “Ru Ru Ru Call M” and “Kuru Piko,” both operated through telecommunication devices to ensure the safety and security of gas appliances. The new service will be incorporated into our “Sumikata Service,” a one-stop home support service we have developed to address problems facing customers regarding their housing facilities, with the aim of ensuring their housing safety and security.
In May 2016, we began offering fire extinguishers for household use as part of our further efforts to ensure the safety and security of customers' lives. The agent used in the fire extinguishers is not powder but liquid, rendering them environmentally-friendly and safer for our health, and making cleaning after injection easier. Compact in size, the extinguisher is easy to install and has many color variations.
Accuracy in Advertising
Ensuring complete accuracy and honesty in advertising based on the code of conduct
Recognizing that our customers rely on our advertisements and product descriptions to make informed decisions when choosing products and services, Osaka Gas strives to provide accurate information on its products and services in line with the item No. 9 (Ensuring safety of products and services) of the “Daigas Group Code of Conduct.”
Responding to rising popularity and demand among our customers for environmentally friendly products, whenever the degree of environmental friendliness of a product is printed in our catalog, as a rule we ensure the accuracy by double-checking the manufacturer's claims of the product's performance data and confirming those numbers internally.
As for the safety of products and services offered by Osaka Gas, we are managing their development and quality control as well as labeling and information disclosure in line with the technological standards stipulated under the Gas Business Act and the Law Concerning the Securing of Safety and the Optimization of Transactions of Liquefied Petroleum Gas, and guidelines set by the Japan Industrial Standards (JIS) and the Japan Gas Appliances Inspection Association (JIA) as well as in-house rules.
When Problems Occur
Prompt announcements, inspection and repair
When there is a product accident or other problem with a gas appliance that Osaka Gas sold, installed, or repaired, we immediately inform the media and place notices in newspapers and on our website. At the same time, we proceed with the inspection of the product in question and if necessary repair it or replace parts.
Response to a problem in FY2018
No problems were reported in FY2018.
Gas Equipment Inspections
Expanded scope of gas equipment inspections
We ask for cooperation from customers in our inspections of their gas facilities, which are important for the maintaining safety and security of our service.
During our regular safety patrols* to carry out legally-required gas equipment inspections, we have not only been checking on the condition of gas equipment and the presence of any gas leaks but have also been expanding the scope of these inspections to include checking on the inflammation of certain appliances and measuring the level of carbon monoxide emissions. We have also been endeavoring to give people reminders on using gas safely.
- * Frequency of regular safety patrols
- We patrol general buildings at least once every 40 months and specified underground malls/rooms at least once every 14 months.
“All-Employee Gas Safety Initiative” Ensures Customer Safety
Employees with safety knowledge ensure safety for customers
Osaka Gas believes that the foundation of the gas business is the pursuit of safety by each and every employee. That's the reason behind our "All-Employee Gas Safety Initiative". The initiative is aimed at giving all employees the knowledge to handle customer inquiries about gas and to eliminate the risk of gas accidents caused by leaks and products with no safety features. (For details, see “Objectives of the All-Employee Gas Safety Initiative” below.)
The company intranet informs all employees which safety measures to take, and gives basic information about gas and gas appliance safety. Osaka Gas distributes a handbook on safety to all employees, as well as installation contractors and service shops.
Our website has a wealth of ways for employees to learn about safety and provides a training course on how to find gas appliances with no safety device for preventing incomplete combustion, and how to recommend that customers replace such appliances.
Across the organization, we are striving as a business to cultivate proper public understanding by providing accurate information on Osaka Gas's efforts for safety not only to our customers but to government/municipalities officials and opinion leaders as well.