Actions on Materiality
Product and Service Labeling (FY2017 Report)
Reasons why materiality is important for our business
It is important for the Osaka Gas Group to provide customers with accurate information regarding safety and environmental aspects of city gas, gas facilities and appliances being provided so that they can use them safely.
Inside of the Group
Management systems and its performance
Customer satisfaction rate for customer service duties including safety (G4-PR5)
Osaka Gas has formulated in-house rules and regulations in line with the PL Law and the Gas Business Law. The company strives to improve safeness and service quality on each business dealing with customers.
(International and domestic standards)
- Gas Business Law
- PL Law
(In-house policy and standards)
- Product Safety Voluntary Action Plan for Gas Appliances for Residential Use
- Regulations for Security Duties at Customer's Site
- CS Code of Conduct
In order to proceed with actions for improving customer satisfaction in a cross-sectional manner, in addition to the systems introduced in the above materiality issue, “ Customer Health and Safety ” , the "Head of Service" (Head of Residential Energy Business Unit) appointed under the security system plays a role in maintaining and improving security and service quality.
CS Operating Organization
Organizational Structure Aimed at Promoting Security and Safety
We conduct surveys in order to evaluate whether the business duties dealing directly with customers met their expectation. In fiscal 2017, we received about 57,000 replies from customers, their overall satisfaction rate standing at 91.7%.
Specific actions taken regarding materiality
Actions taken to enhance customer satisfaction
In fiscal 2017, we took various actions to achieve a higher level of customer satisfaction. For example, training sessions were held for our staff members taking phone calls from customers to deal with inquiries. This was aimed at improving the service quality of our telephone staff, who are the first contact point for our customers in any business operations conducted by the Osaka Gas Group, and sharing relevant information among them. Surveys were also conducted on the service quality of such staff while contests in customer-service telephone skills were held among the telephone staff.
Customers' opinions and requests reaching the Company on various occasions are shared by all of our employees through our database system called "C-VOICE." In 2016, we reviewed the operational rules of the database and established a system whereby all of our employees are able to share information related to customer service more speedily, including the results of responses for customers' inquiries and measures to prevent a recurrence of inappropriate behaviors. When a large number of similar customer requests or complaints are filed, for example, the secretariat expeditiously issues warnings to the relevant divisions or departments. This new system is part of our efforts to achieve a higher level of customer service.
Retail sales of gas were fully liberalized in fiscal 2018. In the year, we will try to reflect the voices of as many customers as possible in our activities, with the aim of improving existing and new operations.