Customer Experience

We are committed to providing our customers the caring, competent and efficient service they expect. Our Customer Services Code of Conduct Policy sets out the general principles to define stringent standards and ensure service quality. Various internal policies, programmes and targets are in place to ensure customers receive excellent service.

Quality Management and Customer Service

Total Quality Management (TQM) motivates employees in their pursuit of excellence, according to the three pillars of Courtesy, Craftsmanship and Integrity.

Our Superior Quality Service (SQS) programme has helped us build our customer-centric culture and sparked innovative ideas across Hong Kong and the Chinese mainland. Implemented in 1992, the SQS programme is held under a different theme each year to encourage staff to initiate new projects that help improve our operations, save costs or generate new revenue.

We also have a Towngas Service Pledge as part of our commitment to provide a safe and reliable supply of gas to our customers as well as friendly, competent and efficient service. To ensure our customers are receiving the highest standard of service, we are continuously working towards improving our service and setting higher targets.

In addition, we organise various training exercises and activities to enhance customer service quality, such as our Three Courtesies (manners, etiquette and politeness) culture in Hong Kong and the Chinese mainland.

Responsible Communication

The wide range of communication channels we provide allows customers to access information on our products and services in a quick and efficient manner. These channels also enable us to collect customer feedback and better understand their needs.

Online platforms, customer centres, and 24-hour Customer Service Hotline For customers to make enquiries, manage their accounts and make appointments for maintenance and installation	Customer satisfaction surveys Conducted bi-monthly by an independent company, with low score cases followed up to ensure remedial actions are taken
Customer surveys and focus groups To learn about customers’ views on and experience with new products or services	Customer Focus Team Visits to housing estates to collect customer comments and handle any potential issues such as gas safety, bill payments and gas appliances

We have an internal procedure that requires an acknowledgement of customer complaints within three working days and a formal reply letter to be provided within two weeks. Regular meetings are also conducted to review complaints received with senior management.

A growing number of customers are becoming aware of the positive and negative environmental and social impacts of the products and services they consume. For this reason, we make every effort to ensure our marketing materials are accurate and based on substantiated information. We also follow fair and responsible communication practices and remain committed to ensuring that our marketing and communication materials comply with all relevant government regulations and industry guidelines. In addition to our marketing materials, customers can also access information on Towngas’ products and services through our websites, leaflets, social platforms, and other publications.

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Customer Service