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Actions on Materiality

Grievance Mechanism (FY2017 Report)

Materiality Indicators

Management Approach

Reasons of materiality in respect of our business

Grasping the effects of our business activities on the environment, local communities, and the human rights and labor practices of stakeholders as accurately as possible and dealing with legitimate complaints filed due to the effects expeditiously is a corporate responsibility. By doing so, companies can build long-term relationships of mutual trust with stakeholders and reduce business risks associated with the environment.

Boundary

Inside and Outside of the Group

Management systems and its performance

Indicator

Number of grievances filed, addressed and resolved through the formal grievance mechanism on environmental and social impacts, human rights, and labor practices (G4-EN34, SO11, HR12, LA16)

Commitment

The Osaka Gas Group supports such international standards as the Universal Declaration of Human Rights and the United Nations Global Compact, while pledging to observe domestic laws for promoting measures against global warming and protecting whistleblowers.

Theme International and domestic standards In-house policy and standards
Environment
  • ISO14001
  • Act on the Rational Use of Energy
  • Act on Promotion of Global Warming Countermeasures
  • Waste Management and Public Cleansing Law
  • Osaka Gas Group Environmental Activities Policy
  • Osaka Gas Environmental Policy
  • CSR Procurement Guidelines
  • Rules for Environment Management Systems
  • Rules for Customer Service
Local community
  • Whistleblower Protection Act
  • Osaka Gas Group Code of Conduct
  • Rules for Customer Service
Human rights
  • Universal Declaration of Human Rights
  • United Nations Global Compact
  • Osaka Gas Group Code of Conduct
  • Rules for Customer Service
Labor practices
  • Universal Declaration of Human rights
  • United Nations Global Compact
  • Osaka Gas Group Code of Conduct
  • Rules for Customer Service
Responsibilities

To deal with voices on the environment, Osaka Gas operates a company-wide Environmental Management System (EMS) according to the ISO 14001. As for the voices of local people who are concerned about the possible effects on local communities of our operations, we set up contact desks including customer centers.

To address issues associated with human rights and labor practices, we set up “Compliance Desks” at Osaka Gas's headquarters, major affiliated companies and outside law firms representing Osaka Gas, to receive reports and offer consultation regarding the observance of laws and in-house rules. Employees needing consultation or advice regarding their human rights can contact the “Human Rights Desk”, established at the Human Resources Department. Furthermore, the “Harassment Desk” has been set up for employees facing harassment-related problems in their work. Other systems established for the benefit of employees include the conducting of surveys designed to measure their work-related awareness, periodically holding meetings for the management to hold talks with labor union members, as well as meetings for employees and their superiors.

Theme System
Environment In Osaka Gas, a unified environmental management system (EMS) based on ISO 14001 is deployed across the Company under the supervision of the “CSR Executive” (Vice President), and all employees work to reduce the environmental impact of business activities and ensure that environment-related laws and regulations are complied with. In addition, the Osaka Gas Group's 69 domestic affiliates operate their own EMSs, such as ISO 14001, Eco Action 21, and the “Osaka Gas Environmental Management System (OGEMS).”
Local community We have improved sections that directly deal with customers, including “Customer Centers” , to enable our customers to express their opinions of our services more expeditiously. Under the leadership of the Head of Service (Head of the Residential Energy Business Unit), we are working out improvement measures in response to customers' opinions and requests while using the “C-VOICE” database.
Human rights For the protection of human rights we have set up “Customer Centers”, which are open to stakeholders such as customers and local community members; we have also established the “Human Rights Desk” at the Human Resources Department, and posted “Human Rights Awareness Promotion Leaders” at each Business Unit and major affiliated companies. In addition, we have also set up “Compliance Desks” at Osaka Gas's headquarters, major affiliated companies and outside law firms representing Osaka Gas to receive reports and offer consultations regarding the observance of laws and in-house rules.
Labor practices We have established “Compliance Desks” at Osaka Gas's headquarters, major affiliated companies and outside law firms representing Osaka Gas in order to receive reports and offer consultations regarding the observance of laws and in-house rules. Furthermore, the “Harassment Desk” has been set up at each in-house organization and each affiliated company to assist employees facing harassment-related problems in their work. Others systems established for the betterment of employees include the conducting of surveys designed to measure their work-related awareness, periodically holding meetings for the management to hold talks with labor union members, as well as meetings for employees and their superiors.

Environmental Management Promotion Organization

Environmental Management Promotion Organization

Social Contribution Promotion System

Social Contribution Promotion System

Systems for Human Rights Promotion

Systems for Human Rights Promotion

Organization for Strengthening Compliance

Organization for Strengthening Compliance
Performance

We appropriately responded each complaint and grievance received by the “Customer Centers” and the “Compliance Desks.”

Specific actions taken regarding materiality

Osaka Gas has been making efforts to reflect customers' voices in its development of new products and improvement of service quality. In fiscal 2017, for example, we improved the functions of the “My Osaka Gas” website for household customers, especially Usability regarding monthly gas bills. As a result, customers have been able to confirm their payments in the past year, and past gas consumption and gas charges—all through graphs.

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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