We are customer-focused. We strive to deliver total solution services to make your life more comfortable and enjoyable.
Installation Service now available on Sundays
Installation Service within 24 hours upon request
A value-added after-sales service package for the purchase of Towngas appliances*
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 Suggestions
| |
Results of 2024 |
| Reliability |
|
| Uninterrupted gas supply^ (over 99.99%) |
99.992% |
| 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 21.12 minutes |
| Appointments |
| Availability of maintenance and installation services within 2 working days |
Average 1.09 days |
| Speed and Convenience |
| Customer Service Hotline (calls answered within 4 rings) |
96.68% |
| Connect or disconnect gas supply within 1 working day |
100%
(upon customer's request) |
| Service Quality |
| Efficiency# |
9 |
| Courteous and friendly attitude# |
8.98 |
| Handling Suggestions |
| Acknowledgement reply within 3 working days |
100% |
| Resolution, or a statement of when the matter will be resolved, within 2 weeks |
100% |
Applies to gas-related services only.
^Unplanned Gas Supply Interruption.
#The result was based on surveys conducted by an independent research company. Our target is to exceed a score of 8.5 out of 10.
| PLEDGES |
TARGET of 2025 |
| Reliability |
|
| Uninterrupted gas supply^ |
Over 99.99% |
| In case of supply interruption (on account of maintenance or engineering work) |
Customer notification 3 days in advance |
| 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 |
| |
|
| Service Quality |
| Efficiency |
8.5 out of a total score of 10 |
| Courteous and friendly attitude |
8.5 out of a total score of 10 |
| Handling Suggestions |
| Written comments or suggestions |
Acknowledgement reply within 3 working days |
| |
Resolution, or a statement of when the matter will be resolved, within 2 weeks |
The above pledges apply to gas-related services and Towngas Enterprise Limited.
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 gas appliance maintenance and installation# service, by appointment, on Mondays to Sundays. Upon request, we can provide maintenance and installation service within the same day or 24 hours. For domestic appliances aftersales, we offer 3-year warranty for spare parts, and free disposal of old appliances (only apply to the installation address of new appliance). Other fee-based installation services, including workbench opening, kitchen cabinets design and installation and electrical wiring for installation of gas appliances, are also available to our customers.
#Only general installation service that does not involve noisy tasks will be provided on Sundays
BILL PAYMENT
Customers can settle their bills by any of the following methods:
- Autopay by bank account or credit cards (including Towngas Card, Bank of China and American Express)
- Faster Payment System (FPS)
- AlipayHK or WeChat Pay HK
- Payment by Phone Service (PPS)
- 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
- 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
- Cheque by post
- Counter payment at TGC Towngas Customer Centres
- Post Offices
- Convenience stores including 7-Eleven, Circle K, VanGO, U Select
- Bank of East Asia branches
- Cheque Deposit Machine at Bank of China (HK)
TGC TOWNGAS CUSTOMER CENTRES
In order to provide convenient and efficient services, we have 20 customer centres across Hong Kong Island, Kowloon and New Territories.