Stakeholder Engagement

Dialogue and Cooperation with Stakeholders

The Daigas Group focuses on active engagement with stakeholders through dialogue to recognize various possible issues involved in its business activities and to come up with mutually acceptable solutions to such issues, based on the Daigas Group Charter of Business Conduct and Daigas Group Code of Conduct. For example, the Daigas Group has been promoting dialogue with the Kansai Consumers' Association Liaison Commission, the Osaka Voluntary Action Center, and the Osaka Gas Labor Union. Furthermore, the Group shares information and cooperates as a member of the Global Compact Network Japan, and actively takes part and makes recommendations in the formulation of various policy measures by the government and municipalities. One of the results of such engagement is that five business associations formed by partner companies undertaking gas-related services established a Code of Ethics in response to the Group's policy. The Group also actively engages with various stakeholders, such as businesses, universities, and NPOs.

■ Stakeholders of the Daigas Group

Stakeholders of the Daigas Group

Main Opportunities and Tools for Contacts with Stakeholders, and Value Provided through the Contacts

Stakeholders Main contact opportunities and contact tools Value provided
Customers
  • ・Business opportunities such as safety check and sale
  • ・“Customer Centers”
  • ・Service shops
  • ・Showrooms
  • ・Corporate PR events
  • ・Advertisements via TV and other media
  • ・Website
  • ・Catalogs for products and services
Creating value for customers:
We will continue to meet customer expectations by co-creating services that offer customers greater comfort, convenience and security in various fields.
Business partners and suppliers
  • ・Business opportunities
  • ・Various regular meetings
  • ・Joint training and drills
Creating social value:
We will strive to ensure fairness and transparency in our business activities and contribute to sustainable development of society and improvement of the global environment.
Consumers groups
  • ・Meetings
  • ・Tours
  • ・Seminars, study meetings
Local community
  • ・Social contribution activities
  • ・Tours
  • ・“Energy and environmental education”
Students and educational institutions
  • ・Joint study
  • ・“Energy and environmental education,” “food education,” “fire education,” “education on disaster prevention”
  • ・Acceptance of interns
  • ・Recruitment meetings
  • ・Website
Knowledgeable people
  • ・Joint study
  • ・Meetings
Administrative authorities
  • ・Submission of various documents
  • ・Meetings
  • ・Cooperation for regional development
NPO / NGO
  • ・Joint research
  • ・Joint work and cooperation for solving regional issues
  • ・Meetings
Shareholders / investors
  • ・Issuance of various reports (Securities Reports, Integrated Reports, etc.)
  • ・Briefings
  • ・Website
Creating value for shareholders:
We will strive to maximize our corporate value through long-term and stable growth based on a sound financial foundation.
Employees
  • ・Labor-management meetings
  • ・Education and training sessions
  • ・“Compliance Desks”
  • ・“Human Rights Desk”
  • ・“Harassment Desk”
  • ・Intranet, in-house publications
Creating value for employees:
We will respect the diverse individualities of our employees and support them so that they can find their work rewarding and achieve self-development.

FY2021 Results of CSR Activities

Dialogue with Customers

Customer Center

Customer Center

To provide services in excess of customer expectations, we are listening to their voices through various contacts with them, with the aim of improving our products and services.

Phone calls received by customer centers: approx. 3.05 million
No. of replies to a survey on customer satisfaction: approx. 36 thousand

Dialogue with Various Groups

Kansai Consumers' Association Liaison Commission

Kansai Consumers' Association Liaison Commission

Consumer groups with which we held meetings included the Kansai Consumers' Association Liaison Commission, the Osaka Voluntary Action Center, and the Osaka Gas Labor Union.

A total of 749 meetings were held with consumer organizations to enhance our communications with them.

Dialogue with Local Communities

Food education

Food education

The Daigas Group cannot attain its intended business goals without building a favorable relationship with local communities. As part of such efforts, we are undertaking a variety of social contribution activities, including providing energy and environmental education, food education, fire education, and disaster response education.

No. of events for social contribution enhancement: 777
No. of events for environmental and food education: 993

Dialogue with Shareholders and Investors

Integrated Reports

Integrated Reports

The Daigas Group has been stepping up information disclosure to the general public and dialogue with shareholders and investors, using a variety of media and briefing sessions, with the aim of strengthening our management base, regarded as necessary to generate profit in a stable manner and return part of it to shareholders continuously. By doing so, we aim to create value for shareholders.

No. of meetings with institutional investors and analysts: 154 (116 meetings held in Japan and 38 meetings held outside Japan)
Four briefings of financial results and the Medium-Term Management Plan

ESG Dialogue through Various Opportunities

Osaka Gas responded to ESG interviews conducted by institutional investors and other parties and exchanged views on action against climate change, corporate governance and other topics with them. In addition, we were given an opportunity to explain ESG-conscious management in conformity with global standards, which the Daigas Group advocates in its Long-Term Management Vision 2030 and Medium-Term Management Plan 2023, including our initiatives to contribute to achievement of the SDGs. We will continue our efforts to create value for customers through dialogues with institutional investors and other parties.

System for Reflecting the Opinions of Stakeholders

The Daigas Group considers it a matter of course to listen and respond sincerely to questions/requests regarding our products and services, but we also hear a variety of questions, concerns and comments from numerous stakeholders in the course of conducting our business activities. We believe these opinions to be extremely important to enhancing the quality of the Daigas Group's management.

Under these circumstances, we have built the “C-VOICE” database, whereby these customer voices are shared by top-management officials and rank-and-file employees, and are put to good use in improving our business operations and enhancing our service quality.

Mechanism for receiving stakeholder complaints

The Daigas Group responds to the opinions and requests in accordance with the Group's Code of Business Conduct which incorporated international standards such as the Universal Declaration of Human Rights and the United Nations Global Compact, while observing domestic laws such as the Act on the Promotion of Global Warming Countermeasures and the Whistleblower Protection Act.

Theme International and domestic standards In-house policy and standards
Environment
  • ・ISO14001
  • ・Act on the Rational Use of Energy
  • ・Act on Promotion of Global Warming Countermeasures
  • ・Waste Management and Public Cleansing Law
  • ・Daigas Group Code of Business Conduct
  • ・Daigas Group Environmental Policy
  • ・Daigas Group Procurement Policy
  • ・Rules for Environment Management Systems
  • ・Rules for Customer Service
Local community
  • ・Whistleblower Protection Act
  • ・Daigas Group Code of Business Conduct
  • ・Rules for Customer Service
Human rights
  • ・Universal Declaration of Human Rights
  • ・United Nations Global Compact
  • ・Daigas Group Human Rights Policy
  • ・Daigas Group Code of Business Conduct
  • ・Rules for Customer Service
Labor practices
  • ・Universal Declaration of Human Rights
  • ・United Nations Global Compact
  • ・Daigas Group Human Rights Policy
  • ・Daigas Group Code of Business Conduct
  • ・Rules for the systems of consultation and reporting on legal compliance

Responsibilities

Osaka Gas has established a system that accepts the opinions of all stakeholders. To deal with voices on the environment, Osaka Gas operates a company-wide Environmental Management System (EMS) according to the ISO 14001. As for the voices of local people who are concerned about the possible effects on local communities of our operations, we set up contact desks including “Customer Centers.” To address issues associated with human rights and labor practices, we set up “Compliance Desks” at Osaka Gas's headquarters, major affiliated companies and outside law firms representing Osaka Gas, to receive reports and offer consultation regarding the observance of laws and in-house rules. Employees needing consultation or advice regarding their human rights can contact the “Human Rights Desk,” established at the Human Resources Department. Furthermore, the “Harassment Desk” has been set up for employees facing harassment-related problems in their work. Other systems established for the benefit of employees include the conducting of surveys designed to measure their work-related awareness, periodically holding meetings for the management to hold talks with labor union members, as well as meetings for employees and their superiors.

Theme System
Environment Osaka Gas operates a unified ISO 14001-registered environmental management system (EMS) across the Company under the supervision of the Executive in Charge of ESG Promotion (Vice President), and all employees work to reduce the environmental impact of business activities and ensure compliance with environmental laws and regulations. In addition, the Daigas Group’s domestic affiliates operate their own EMSs, such as ISO 14001-registered systems, Eco Action 21, and the Daigas Group Environmental Management System
(OGEMS).
Local community We have improved sections that directly deal with customers, including “Customer Centers,” to enable our customers to express their opinions of our services more expeditiously. Under the leadership of the Vice President in Charge of Customer Services, we are working out improvement measures in response to customers’ opinions and requests using the C-VOICE database.
Human rights For the protection of human rights we have set up “Customer Centers”, which are open to stakeholders such as customers and local community members; we have also established the “Human Rights Desk” at the Human Resources Department, and posted “Human Rights Awareness Promotion Leaders” at each Business Unit and major affiliated companies. In addition, we have also set up “Compliance Desks” at Osaka Gas's headquarters, major affiliated companies and outside law firms representing Osaka Gas to receive reports and offer consultations regarding the observance of laws and in-house rules.
Labor practices We have established “Compliance Desks” at Osaka Gas's headquarters, major affiliated companies and outside law firms representing Osaka Gas in order to receive reports and offer consultations regarding the observance of laws and in-house rules. Furthermore, the “Harassment Desk” has been set up at each in-house organization and each affiliated company to assist employees facing harassment-related problems in their work. Others systems established for the betterment of employees include the conducting of surveys designed to measure their work-related awareness, periodically holding meetings for the management to hold talks with labor union members, as well as meetings for employees and their superiors.
  • ■ Environmental Management Promotion System

    Environmental Management Promotion System
  • ■ Social Contribution Promotion System

    Social Contribution Promotion System
  • ■ Human Rights Promotion System

    Human Rights Promotion System
  • ■ Compliance Promotion System

    Compliance Promotion System
Sustainability of
the Daigas Group
President's Commitment
Values and Sustainability Promotion of the Daigas Group
Daigas Group's Values Daigas Group Charter of Business Conduct and Management Policy Daigas Group Code of Business Conduct Sustainability Promotion System and Management Stakeholder Engagement Initiatives the Daigas Group Participates In Commendation from the Outside
Sustainability Management and Value Creation Process
Value Creation Process of the Daigas Group Long-Term Management Vision 2030 Medium-Term Management Plan 2023 Daigas Group Carbon Neutral Vision
Actions on Materiality
Materiality of the Daigas Group Materiality Review Cycle Customer Health and Safety
(FY2021 Report)
Energy / Emissions
(FY2021 Report)
Local Communities
(FY2021 Report)
Customer Privacy
(FY2021 Report)
Supplier Assessment
(FY2021 Report)
Training and Education
(FY2021 Report)
Diversity and Equal Opportunity
(FY2021 Report)
Economic Performance
(FY2021 Report)
Creating Value for Customers
(Charter I)
Contributing to the Sustainability of the Environment and Society
(Charter Ⅱ)
Engaging with and Contributing to Society (Charter Ⅲ) Respecting Human Rights
(Charter IV)
Complying with Laws and Regulations (Charter V) Providing Work Environment That Supports Employees’ Personal Growth (Charter VI)
Corporate Governance
Corporate Governance Risk Management Compliance Messages from Outside Directors
Value Chain and Sustainability
Consideration for the Value Chain and Stakeholders Social Impact of Business Activities in Our Energy Value Chain and Our Efforts toward Sustainability
Daigas Group's Efforts for SDGs
Special Features: Co-create Value for a Sustainable Future - Daigas Group×Stakeholders Achieving a Low Carbon / Carbon Neutral Society Establishing Lifestyles and Businesses Adjusted to the New Normal Enhancing Resilience of Customers and Society Back Numbers of Special Features
FY2021 Activities Report
Creating Value for Customers (Charter I)
Charter I Index Management for Creating Value for Customers Safety and Security 1:
Procurement Stage
Safety and Security 2:
Processing Stage
Safety and Security 3:
Distribution Stage
Safety and Security 4:
Consumption Stage
Incorporating Customer Opinions Proposing New Value
Contributing to the Sustainability of the Environment and Society (Charter Ⅱ)
Charter Ⅱ Index Management toward Contributing to the Sustainability of the Environment and Society Environmental Management Environmental Management: Indicators, Targets and Results Actions for Climate Change: Recognition of and Action on Risks and Opportunities Actions for Climate Change: Method to Evaluate Effects of CO2 Emissions Reduction Actions for Climate Change: Working to Reduce CO2 Emissions in Business Activities Actions for Climate Change: Working to Reduce CO2 Emissions at Customer Sites Efforts in Resource Recycling Conserving Biodiversity Developing Environmental Technologies Addressing Environmental Risk Promotion of Green Purchasing Environmental Communication
Engaging with and Contributing to Society (Charter Ⅲ)
Charter Ⅲ Index Management of Engagement with and Contribution to Society Social Contribution Activities Corporate Volunteering Activities under the Small Light Campaign Activities for Promoting Communication with Society Activities at Osaka Gas' Foundations
Respecting Human Rights (Charter IV)
Charter IV Index Status of Management regarding Respect for Human Rights Action on Human Rights
Complying with Laws and Regulations (Charter V)
Charter V Index Management for Complying with Laws and Regulations Compliance Promotion Efforts Efforts for Protection of Personal Information Information Security Consultations and Reports from Partner Companies
Providing Work Environment That Supports Employees’ Personal Growth (Charter VI)
Charter VI Index Status of Management to Support Employees' Personal Growth Employment Acceptance of Diversity Balancing Work and Family Human Resource Development and Rewards Communication Between Employees and Company Improving Occupational Health and Safety
Reporting Guidance and Guidelines and ESG Data
Reporting Guidelines
ESG Data
Environmental Performance Data Social Data Governance Data
Reports
Policy on Reporting Sustainability Activities Third-Party Review /
Third-Party Verification
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