The safety of our customers takes precedence throughout our operations, from product development to customer service.
Developing Safe Appliances
In response to the safety concerns of our elderly customers, we launched a new built-in hob equipped with an exclusive anti-scorch protection feature, which is able to detect abnormal temperatures and automatically shut off the appliance if it is inadvertently left on. The Internet of Things (IoT) is another area we are exploring for enhancing safety, including appliances with a variety of smart functions. For example, customers can use their smartphone to monitor the status of an appliance remotely and shut it off in case of an emergency, or receive an alert message if the condition of the appliance is unsafe, such as when a flame is left on after leaving home or when appliances have defects.
Regular Safety Inspections
To make sure that our customers enjoy greater home safety, we carry out on-demand maintenance services, together with regular safety inspections on gas appliances in domestic premises every 18 months in Hong Kong and every 12 months on the mainland. These inspections not only check gas appliance and pipe conditions, they also provide an excellent channel of communication with our customers both on the latest safety issues as well as the most suitable gas appliances for their needs.
Promoting the Safety Message
We also strive to promote safety awareness among our customers. These include a list of home safety tips as well as games promoting safety on our website, safety information, promotional materials, booklets, leaflets and bill inserts. We take the safety message to housing estates, senior citizen centres and other public areas with community talks and presentations and also hold focus groups to gain customer views.
In addition to being produced in Chinese and English, our safety booklets are also published in Tagalog, Thai and Indonesian to cater to the needs of multi-cultural domestic helpers in Hong Kong. Please click here for more safety tips.
Customer Privacy and Cyber Security
We understand the importance of customer privacy. To protect our customers’ data in all our communications with them, we have established a Privacy Policy Statement that sets out our standards for handling customer information. We also set Data Privacy Standing Committee to review strategies for handling personal data and, together with the Data Protection Officer and the Departmental Data Protection Coordinators, deals with personal data situations.
To mitigate the risks of data leakages and maintain the trust of our customers, we make it possible to wipe the data contained in all mobile devices carried by our frontline staff remotely, in case these devices are lost. We also isolate sensitive information from our customer relationship management system, in order to minimise the possibility of hacking incidents.
We have undertaken various initiatives, including regular phishing simulations, seminar training and the provision of information security tips to heighten their awareness of cyber security risks.. We also host an annual Information Security Week to keep employees up-to-date on personal data protection matters as well as cyber security knowledge.