Actions on Materiality
Grievance Mechanisms (FY2018 Report)
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.
Inside and Outside of the Group
Management systems and their performance
Indicator (GRI Standards: Shift to Management Indicator 103)
Number of grievances filed, addressed and resolved through the formal grievance mechanism on environmental and social impacts, human rights, and labor practices
The Daigas 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|
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.
|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 Daigas Group's 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 Customer Services (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
Social Contribution Promotion System
Systems for Human Rights Promotion
Organization for Strengthening Compliance
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 FY2018, for example, we improved the “My Osaka Gas” website by adding a new function whereby customers can confirm on their own past records regarding repair and other services provided to them before asking for another repair.