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CSR Charter Ⅰ Creating Value for Customers

Incorporating Customer Opinions

Aspects Determined as as Materiality

  • 16 Environmental Grievance Mechanisms, 34 Human Rights Grievance Mechanisms, 41 Grievance Mechanisms for Impacts on Society

Principle and Outline

Osaka Gas has received a large number of opinions from customers through various occasions and has reflected them in its efforts to improve its service quality and business operations. Voices of customers that reach the Company's customer centers, the Osaka Gas website and showrooms are incorporated into the "C-VOICE" database system, and are shared by all employees. Osaka Gas will use the information accumulated in the database to respond not only to existing needs but also potential and future needs.

The Osaka Gas Group is striving to provide value that can satisfy customers by setting the “CS Code of Conduct.”

Improving Customer Satisfaction

Prompt, precise phone service connects customers to the relevant company division

In 1985, Osaka Gas opened its “Customer Centers” as a one-stop service portal for customers with inquiries and applications for service.

The center takes telephone inquiries on all matters relating to gas and electricity, such as starting and stopping a gas and electricity service, inquiries about gas and power bills, requests to change payment methods, and repair of gas appliances. On the Osaka Gas “Internet Reception” page, customers can easily apply for services related to moving to a new home, inquiries on gas bills, and changes in the day of equipment surveys. And for the hard of hearing, we have a facsimile service for handling inquiries.

With our company-wide “Hello System,” applications and inquiries are relayed from the “Customer Centers” to the relevant Osaka Gas division to ensure that customers always get a prompt and appropriate response. For the sake of greater customer convenience, we have been offering toll-free numbers and a phone service even on Sundays and holidays to take gas appliance repair requests 24 hours a day.

Aiming to further improve service in additional ways, we have been optimizing the assignment of “Customer Centers” operators to ensure that telephone calls can be taken at all hours. We will continue our efforts aiming improvement of response and receiving systems via the Internet.

“Hello Network” of Osaka Gas

大阪ガスのハローネットワーク

Management of Energy Contact Center

エネルギーコンタクトセンター

Contact center for customers using our gas air
conditioners

To serve as a contact point for customers who use our commercial-use gas air conditioners, Osaka Gas operates the contact center dedicated for such customers. Our knowledgeable staff are ready to provide a high-quality service 24 hours a day, 365 days a year. They respond appropriately to telephone inquiries from customers about repair, inspection and renewal. Customer information is shared with our technical departments and local sales people, enabling us to take prompt action in the unlikely event of a gas air conditioner fault and to improve our service so that customers can continue to use our gas air-conditioning equipment free from worry.

Sharing customer voices throughout the company

Osaka Gas has established a database system called “C-VOICE” to share customer opinions and demands among all employees. The company has reflected such customer voices in its business operations, product development and service quality.

Customers' voices reaching the Company daily, including both positive and negative comments, are sorted out by the end of each day and filed into the “C-VOICE” system, to be shared the following day not only by the relevant sections and departments but also by top management officials and all other employees. Osaka Gas has adopted a policy of sharing all information about customers among all of its employees, not only facts and response to customers but also preventive measures and system improvement measures being devised in response to complaints and opinions. In FY 2016, the Company improved its in-house response system to enable speedier response to customer complaints and opinions. For example, responses for negative comments requiring immediate fact-finding and formulation of preventive measures are to be reported ahead of schedule. In FY 2017, we have redoubled our efforts to realize better responses to customers. For example, if a large number of similar comments are filed with the Company, the secretariat will issue a warning to the relevant department or division.

Overview of C-VOICE

「C-VOICE」システム

Examples of product and service improvements based on customer comments

At Osaka Gas, we have been working on developing various products and improving the quality of various services, both based on comments from our customers.

In FY 2017, we improved the functions of the “My Osaka Gas” website for household customers, especially Net access to monthly gas bills. As a result, customers have been able to confirm their payments in the past one year, past gas consumption and gas charges—all through graphs.

Results of our improvement efforts have been reported to customers. Posters publicizing such results are displayed at Osaka Gas showrooms, reflecting our efforts to obtain further comments from customers in the future.

Posters Notifying Improvement Based on Customers' Voices

お客さまの声による改善事例ポスター

We are striving to reflect various comments from customers in our operations at relevant divisions and departments.

リビング事業部 マーケティング推進部 お客さま室 米原 ひろみ

Hiromi Yonehara
Marketing Promotion Dept.,
Residential Energy Business
Unit

Osaka Gas receives comments from its customers, including critical opinions and demands. Such comments are valuable to us because they provide us with clues in improving our services in various fields.

In fiscal 2017, we were able to develop / improve gas appliances in cooperation with gas appliance makers, based on various customer comments that had reached us. Comments from customers were also reflected in the upgrading of the “My Osaka Gas” website, whose registered membership has topped 1 million. In reflection of customer comments, we improved visibility and accessibility of the website.

Our efforts to improve overall business operations and services have been disseminated not only to our employees but also to people outside the company via our website and showroom posters.

We will continue to reflect customers' views and opinions in our services, and upgrade our operations in collaboration with relevant parties both inside and outside the company.

Efforts to reflect the voices of customers in our efforts to improve business operations

The Osaka Gas Group deals directly with customers through various operations, including regular security patrols (gas facility inspections), reading of gas meters, opening and closing of gas lines, response to telephone inquiries, and repair of gas appliances. The Group has been endeavoring to enhance customer satisfaction through these operations.

To grasp the degree of customer satisfaction of our services and reflect it in our efforts to improve business operations, the Group has been conducting the “Customer Satisfaction Survey” since 1988, covering seven operations that deal directly with customers. The results of this survey are reflected in the Group's efforts to improve daily operations and enhance service chain employees' awareness of the importance of CS.

The results of this survey are reflected in “CSR Indicators” and “Materiality Indicators.” We will step up the management of our progress in attaining our set goals and redouble our efforts to achieve higher levels of customer satisfaction.

Dialogue with Consumer Groups

Expansion of Customer Service through our Website

Support using a chat system started

チャットの拡大画面

Pop-up window for the chat service
(Japanese version only)

Osaka Gas has been offering customer support using a chat system as part of its efforts to expand website-based customer service.

If page views by customers in the Website's customer-related sections, such as “frequently asked questions,” “electricity” and “service pages regarding various gas appliances” exceed a certain number, or their access to such pages exceed a certain length, the system will judge the customer needs some assistance and invite him or her to the chat service. Under the chat system, our operators provide product information or respond to customers' inquiries on a real time basis.

We hope this support system will provide quick solutions to customers' problems and increase satisfaction with our service. We will work harder to deepen customers' understanding of our services and efforts to improve our services.

CSR of Osaka Gas Group

President's Commitment
Management and CSR of the Osaka Gas Group
Policies on CSR
Osaka Gas Group Long-Term Management Vision 2030 and Medium-Term Management Plan 2020 [Going Forward Beyond Borders]
Contribution to the Sustainable Development Goals (SDGs)
Corporate Governance
Stakeholder Engagement
Value Chain of the Osaka Gas Group
Actions on Materiality
CSR Charter Ⅰ
Creating Value for Customers
CSR Charter Ⅱ
Harmonizing with the Environment and Contributing to Realizing a Sustainable Society
CSR Charter Ⅲ
Being a Good Corporate Citizen Contributing to Society
CSR Charter Ⅳ
Complying with Laws and Regulations and Respect for Human Rights
CSR Charter Ⅴ
Management Policy for Human Growth
Reporting
President's Commitment
Management and CSR of
the Osaka Gas Group
Corporate Principles and CSR Charter
Osaka Gas Group Code of Conduct
Global Compact and ISO 26000
Long-Term Management Vision 2030
Medium-Term Management Plan 2020
Policies on CSR
Osaka Gas Group Long-Term
Management Vision 2030 and
Medium-Term Management Plan 2020
[Going Forward Beyond Borders]
Becoming an Innovative Energy &
Service Company that Continues to Be the First Choice of Customers
CSR Efforts to Realize Long-Term Management Vision 2030
We will Work Hard to Build a Low-Carbon
Society by Conducting Environment-Friendly Business
Development of Human Resources and Work Environment
for Continuously Providing Services that Exceed the Customers Expectations
Contribution to the Sustainable
Development Goals (SDGs)
Corporate Governance
Corporate Governance
Risk Management
CSR Management
Stakeholder Engagement
Dialogue and Cooperation with Stakeholders
Response to Stakeholders' Voices
Value Chain of the Osaka Gas Group
CSR Efforts Throughout the City Gas Value Chains
Social Impact of Business Activities in Our Energy Value Chains and Efforts to Reduce Such Impact
CSR Efforts Throughout Supply Chain
Electricity and Gas Industry Reform
Actions on Materiality
Materiality
Customer Health and Safety
Product and Service Labeling
Energy / Emissions
Effluents and Waste
Local Communities
Customer Privacy
Grievance Mechanism
Supplier Assessment
CSR Charter Ⅰ
Creating Value for Customers
Index
CSR Indicator
Safety and Security 1: Procurement Stage
Safety and Security 2: Processing Stage
Safety and Security 3: Distribution Stage
Safety and Security 4: Consumption Stage
Incorporating Customer Opinions
Multi-Energy Business
Proposing New Value
CSR Charter Ⅱ
Harmonizing with the Environment and Contributing to Realizing a Sustainable Society
Index
CSR Indicator
Environmental Management
Environmental Action Targets
Environmental Impact throughout the Osaka Gas Group Value Chain
Efforts Contributing to Realizing a Low-Carbon Society
Helping Customers' Efforts for Realizing a Low-Carbon Society
Efforts in Resource Recycling
Conserving Biodiversity
Developing Environmental Technologies
Addressing Environmental Risk
Green Purchasing and Green Distribution
Environmental Communication
Environmental Performance Data
CSR Charter Ⅲ
Being a Good Corporate Citizen Contributing to Society
Index
CSR Indicator
Corporate Volunteering Activities under the "Small Light Campaign"
Social Contribution Activities
Activities for Promoting Communication with Society
Activities at Osaka Gas' Foundations
CSR Charter Ⅳ
Complying with Laws and Regulations and Respect for Human Rights
Index
CSR Indicator
Compliance Promotion Efforts
Action on Human Rights
Efforts for Protection of Personal Information
Information Security
Consultations and Reports from Partner Companies
CSR Charter Ⅴ
Management Policy for Human Growth
Index
CSR Indicator
Employment
Acceptance of Diversity
Balancing Work and Family
Human Resource Development and Rewards
Communication Between Employees and Company
Improving Occupational Health and Safety
Reporting
CSR Report Policy
Commendation from the Outside
Third Party Review / Verification
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Course Taken Since the Company's Foundation
Reporting Guidelines
CSR Report 2017 Terminology
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