Go to the contents of this page.


Search by Purpose CSR Content Menu

Actions on Materiality

Product and Service Labeling (FY2017 Report)

Materiality Indicators

Management Approach

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.

Boundary

Inside of the Group

Management systems and its performance

Indicator

Customer satisfaction rate for customer service duties including safety (G4-PR5)

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 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

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 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.

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
Download
Course Taken Since the Company's Foundation
Reporting Guidelines
CSR Report 2017 Terminology
Search by Purpose
We Value Your Feedback
Osaka Gas in brief
Topics
CSR Site Map