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Total Solution Services and Service Pledge

Total Solution Services and Service Pledge

We are customer-focused. We strive to deliver total solution services to make your life more comfortable and enjoyable.

  2880 6988 24 hours Customer Service Hotline
 Installation Service now available on Sundays
 Installation Service within 24 hours upon request
 A value-added after sales services package for purchase of Towngas appliances, covering*

* 3-year free warranty for spare parts
* Free disposal of your old appliances
* Other installation services such as workbench opening, dismantling of window or balcony grilles for water heater installation, electrical wiring for installation of gas appliances, etc.

Note

  1. For appointments made in the afternoon, service will be carried out on following morning. Priority is given to customers with emergency needs.
  2. Except public holidays
  3. For standard installations only
  4. At a charge
  5. Free warranty servicing only for residential customers. For Ma Wan, Lantau Island (except Tung Chung), and outlying islands, surcharge will be applied. Warranty servicing will not be provided for all restricted areas.
  6. The Hong Kong & China Gas Co. Ltd. will not provide the 3-year warranty service (including free spare parts replacement *for residential customers only) to any product damages resulting from improper installation, mishandling, abuse of use and misuse of our Company products. This warranty service does not cover consumable parts (e.g. pan support, drip pan, burner cap and burner ring).
  7. Warranty of newly replaced spare parts (except consumable parts) of Towngas appliances is extended to 24 months.
  8. All electrical work installations (including installation, inspection, testing or maintenance) are required to be registered with the Electrical & Mechanical Services Department (EMSD) of the Government of the Hong Kong Special Administrative Region.

Service Pledge

Towngas is committed to providing customers with a safe and reliable supply of gas and the friendly, competent and efficient service they expect. In 1995, we have launched ‘Towngas Service Pledge’ to set service targets as guidelines for our staff and encourage them to enhance their standards of service.

 Reliability
 Safety
 Appointments
 Speed and Convenience
 Service Quality
 Handling Suggustions
  Results of 2018
Reliability  
Uninterrupted gas supply (over 99.99%) 99.990%
In case of supply interruption on account of maintenance or engineering work (3 days prior notification) 100%
Restoration of gas supply within 12 hours 100%
Safety
Emergency Team average arrival time (within 25 minutes) Average 22.8 minutes
Appointments
Availability of maintenance and installation services within 2 working days Average 1.1 days
Speed and Convenience
Customer Service Hotline (calls answered within 4 rings) 96.13%
Connect or disconnect gas supply within 1 working day 100%
(upon customer's request)
Deposit refunded at Customer Centres (2 hours after disconnection of gas supply) 100%
(upon customer's request)
Service Quality
Efficiency* 8.92
Courteous and friendly attitude* 8.88
Handling Suggestions
Reply within 3 working days 100%
Resolution, or a statement of when the matter will be resolved, within 2 weeks 100%

* The result was based on surveys conducted by an independent research company. Our target is to exceed a score of eight out of ten.
PLEDGES TARGET of 2019
Reliability  
Uninterrupted gas supply Over 99.99%
In case of supply interruption (on account of maintenance or engineering work) 3 days prior notification
Restoration of gas supply Within 12 hours
Safety
Emergency Teams Arrive on site within 25 minutes
Appointments
Availability of maintenance and installation services Within 2 working days
Speed and Convenience
Customer Service Hotline Calls answered within 4 rings
Connect or disconnect gas supply Within 1 working day
Deposit refunded at Customer Centres 2 hours after disconnection of gas supply*
Service Quality
Efficiency* 8 out of a total score of 10
Courteous and friendly attitude 8 out of a total score of 10
Handling Suggestions
Written comments or suggestions Reply within 3 working days
  Resolution, or a statement of when the matter will be resolved, within 2 weeks
* To enjoy this service, residential customers are advised to inform us of their request for refunds at the time of making cap-off service appointment. The maximum refund amount is HK$2,000.

CUSTOMER SATISFACTION IS OUR TOP PRIORITY

Apart from the above pledges, we also offer other services to cater for different needs of our customers.

APPOINTMENTS

We offer 11 time slots for residential maintenance and 9 time slots for installation appointments on weekdays and Saturdays. Upon request, we can provide maintenance and installation service within the same day or 24 hours. For domestic appliances after sales, we offer 3-year warranty for spare parts and free disposal of old appliances. Other fee-based installation services, are also available to our customers.

BILL PAYMENT

Customers can settle their bills by any of the following methods:

  • Autopay by bank account or credit cards (including Towngas Card, Citibank, Bank of China and American Express)
  • Payment by Phone Service
  • Online payment (Towngas eService Centre: wwww.towngas.com/eService, PPS website: www.ppshk.com or its mobile app "PPS on Mobile", or Internet/Mobile App banking service offered by any banks)
  • Bank Automated Teller Machines with "JET Payment" or "Bill Payment Service" signage
  • Cheque by post
  • e-cheque via Towngas email e-Cheque@towngas.com or "e-Cheque Bill Payment" service at Bank of China (HK)'s website or mobile app
  • Counter payment at Customer Centres and Towngas Avenue
  • Post Offices
  • Convenience stores including 7-Eleven, Circle K, VanGO, CRVanguard Superstore or CRVanguard Shop
  • Bank of East Asia branches
  • Cheque Deposit Machine at Bank of China (HK)
 

CUSTOMER CENTRES

In order to provide convenient and efficient services, 21 of our Customer Centres are open from 10:00am to 8:00pm, including Sundays and public holidays.