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Actions on Materiality

Product and Service Labeling (FY2018 Report)

Materiality Indicators

Management Approach

Reasons why materiality is important for our business

It is important for the Daigas 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.

Boundary

Inside of the Group

Management systems and its performance

Indicator (GRI Standards: Shifted to general disclosure item 102)

Customer satisfaction rate for customer service duties including safety

Commitment

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
Responsibilities

In order to proceed with actions for improving customer satisfaction in a cross-sectional manner, in addition to the systems introduced in the materiality issue, “Customer Health and Safety,” mentioned in the left, the “Head of Customer Services” (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

CS Operating Organization

Organizational Structure Aimed at Promoting Security and Safety

Organizational Structure Aimed at Promoting Security and Safety
Performance

We conduct surveys in order to evaluate whether the business duties dealing directly with customers met their expectation. In FY 2018, we received about 58,000 replies from customers, their overall satisfaction rate standing at 92.7%.

Specific actions taken regarding materiality

Actions taken to enhance the level of customer satisfaction

In FY2018, we took various actions to achieve a higher level of customer satisfaction. For example, educational sessions according to the length of service were held for our staff members taking phone calls from customers to deal with inquiries. This was aimed at further improving the service quality of our telephone staff, who are the first contact point for our customers in any business operations conducted by the Daigas Group. In addition, contests in customer-service telephone skills were held among the telephone staff. Based on customers' voices reaching our database system called “C-VOICE,” our Website's pages explaining the Company's product development efforts and displaying how to contact us for inquiries were improved, along with the manual for business duties.

We will continue to strengthen our efforts on various fronts to improve our customer-service quality so that customers' needs, expected to become increasingly diversified further in the future, can be reflected in our business operations.

CSR of Daigas Group

President's Commitment
Management and CSR of the Daigas Group
Policies on CSR
Special Feature
Contribution to the Sustainable
Development Goals (SDGs)
Corporate Governance
Stakeholder Engagement
Value Chain of the Daigas 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
ESG Data
Reporting

President's Commitment
Management and CSR of the Daigas Group
Corporate Principles and CSR Charter
Daigas Group Code of Conduct
Global Compact and ISO 26000
Long-Term Management Vision 2030
Medium-Term Management Plan 2020
Policies on CSR
Special Feature
Contribution to the Sustainable Development Goals (SDGs)
Addressing Social Issues through Energy Services
Promote Efforts for Recognition, Understanding and Penetration of SDGs
Corporate Governance
Corporate Governance
Risk Management
CSR Management
Stakeholder Engagement
Dialogue and Cooperation with Stakeholders
Response to Stakeholders' Voices
Value Chain of the Daigas Group
Enhancement of CSR in Our Value Chain
Social Impact of Business Activities in Our Energy Value Chain 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 Mechanisms
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
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 Daigas Group Value Chain
Risks and Opportunities Related to Climate Change
Method to Evaluate Effects of CO2 Emissions Reduction and Results
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
CSR Charter Ⅲ
Being a Good Corporate Citizen Contributing to Society
Index
CSR Indicator
Social Contribution Activities
Corporate Volunteering Activities under the “Small Light Campaign”
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
ESG Data
Environmental Performance Data
Social Data
Governance Data
Reporting
CSR Report Policy
Commendation from the Outside
Third-Party Review / Third-Party Verification
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Course Taken Since the Company's Foundation
Reporting Guidelines
CSR Report 2018 Terminology
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