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.

Towngas eService Centre Customer Service Hotline

Installation Service now available on Sundays

Maintenance Service now available on Sundays

Maintenance Service within 24 hours upon request

Installation Service within 24 hours upon request

A value-added after-sales service package for the purchase of Towngas appliances*

* 3-year free warranty for spare parts
* Free disposal of your old appliances (Only apply to the installation address of new appliance)
* 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

For appointments made in the afternoon, service will be carried out on following morning. Priority is given to customers with emergency needs.
Except public holidays
For standard installations only
At a charge
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.
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).
Warranty of newly replaced spare parts (except consumable parts) of Towngas appliances is extended to 24 months.
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 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.

^Unplanned Gas Supply Interruption.

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)