Creating Value for Customers (Charter I)

We act in accordance with the Daigas Group Charter of Business Conduct to contribute to the realization of a sustainable society.

■ Materiality of Charter I

Important Issues (Materiality) Value for a sustainable future Initiatives to create value for a sustainable future Indicators Targets FY2022
Results
Fiscal year to be achieved
Maintain and expand customer base Establishing lifestyles and businesses adjusted to the new normal Maintain and expand customer base Number of customer accounts 10 million or more 9.81 million 2031
Improvement of customer satisfaction and quality of services Enhance customer relationship management Customer satisfaction rate 90% 92% 2024
Customer health and safety Enhancing resilience of customers and society Maintain safety and quality levels Number of serious accidents Continued zero serious accident Zero serious accident 2031
Stable supply of services Strengthen resilience of energy supply Build a resilient energy supply facilities Implementation of measures for disaster prevention and aging pipes Ratio of strengthening of earthquake resistance: about 89%
Number of supply area subdivision: 709 blocks
2031

Maintenance and Expansion of Customer Base (FY2022)

Materiality Indicators

Management Approach

Why the topic is material

The Daigas Group’s business began more than a hundred years ago with gas lamps. Since then, the Group has continued to meet the various needs of its customers by developing uses for gas in cooking, hot water, heating, power generation, and more. We also use our strong relationship with customers as a basis for expanding into new territories such as industrial gas, real estate, information communication, new materials, and home services. The Daigas Group considers its meaning for society to be in striving to improve the livelihoods and businesses of its numerous customers, based on its aim to become a corporate group that helps customers both on the livelihood and business fronts for their “further evolution”.

Boundary

Within and beyond the Group

Management systems and performance

Indicator (GRI Standards: Not applicable)

Maintenance and expansion of customer base (Number of customer accounts)

Commitment

We are committed to achieving our vision by engaging in business activities in accordance with the Daigas Group Corporate Principles.

(International and domestic standards)

  • ・Gas Business Act
  • ・Civil Code
  • ・Basic Act on Consumer Policies
  • ・Act on the Protection of Personal Information

(In-house policy and standards)

  • ・Daigas Group Corporate Principles
  • ・Security Operation Rules
  • ・Customer Service Rules
Responsibilities

In addition to the organizations responsible for “Customer Health and Safety” and “Improving Customer Satisfaction and Service Quality,” the organizations in charge of customers are responsible for implementing the initiatives.

Performance

The number of customer accounts means the number of gas and electricity supply contracts, safety, warranty and other service contracts, etc. In FY2022, the number of customer accounts was 9.81 million due to the development of new services, expansion of alliance partners, etc.

Specific actions taken regarding materiality

Aiming to maintain and expand its customer base, in FY2022, the Daigas Group worked to provide value-added products and services tailored to customers' lifestyles and needs by expanding its range of pricing plans, such as Style Plans and With Plans, and its services related to household affairs and residential facilities. We also increased new contracts in the overseas energy business through collaboration with local partners.

Improving Customer Satisfaction and Service Quality (FY2022)

Materiality Indicators

Management Approach

Why the topic is material

We believe it is important to strive to improve our security and service quality as well as appropriately provide customers with information regarding the safety aspects of our products and services so that they can use them in a safer and more convenient manner.

Boundary

Within and beyond the Group

Management systems and performance

Indicator (GRI Standards: Not applicable (General disclosure item: 102-43))

Customer relationship management initiatives (Customer satisfaction)

Commitment

The Daigas Group is committed to improving the quality of security and service in each customer contact operation by adhering to our “Customer Security Operation Rules” and “Product Safety Voluntary Action Plan” in accordance with the Product Liability Act and the Gas Business Law.

(International and domestic standards)

  • ・Gas Business Act
  • ・Product Liability Act

(In-house policy and standards)

  • ・Product Safety Voluntary Action Plan for Residential Gas Appliances
  • ・Security Operation Rules
  • ・Customer Service Rules
Responsibilities

In addition to the organization responsible for “Customer Health and Safety,” the General Manager of the Energy Solution Business Unit plans the basic policy for customer satisfaction improvement activities in accordance with the "Customer Service Rules," and the head of each organization in charge formulates and implements specific measures.

Performance

Since FY1989, Osaka Gas has conducted the Customer Satisfaction Survey with the aim of improving customer satisfaction. The survey covers five duties that directly deal with customers: opening of gas lines, repair of gas appliances, sales and installation of appliances, regular security patrols (gas facilities inspection), and response to telephone inquiries (at the customer centers). We ask our customers to respond to a questionnaire after completing each duty, and we analyze the customer responses received. Customer satisfaction is graded on a scale of one to six, and the “overall satisfaction rate” is the ratio of responses in the top two grades to the total number of responses.
In FY2022, we received 27,350 questionnaire responses, and the overall satisfaction level for the five duties was 92%.
We will continue to offer customer-oriented services in response to the opinions revealed in the survey.

Specific actions taken regarding materiality

Aiming to provide a higher level of service, we create a manual for each duty and share it among employees, as well as raise awareness of managers and customer service staff through training intended for them. In FY2022, we conducted an additional trial survey in order to collect an even wider range of customer feedback and to encourage more responses to the questionnaire.
In addition, in consideration of safety amid the continuing impact of the COVID-19 pandemic, we continued to take thorough infection control measures, such as obtaining prior permission to visit customers' homes for work that requires work inside their homes, taking visitors' temperatures when they arrive, gargling and washing hands, and wearing masks.
We will continue to make the most of feedback given by customers during customer satisfaction surveys.

Customer Health and Safety (FY2022)

Materiality Indicators

Management Approach

Why the topic is material

The Daigas Group announced the Long-Term Management Vision 2030 in March 2017 and the Medium-Term Management Plan 2023: Creating Value for a Sustainable Future in March 2021. Ensuring the safety of city gas as well as gas and power generation facilities is of the utmost priority for the Daigas Group, which maintains a target of zero serious accidents and more than 10 million customer accounts, and aims to enhance the resilience of customers and society. To that end, we consider it important to work towards enhancing safety and improving preparedness for accidents and disasters.

Boundary

Within the Group

Management systems and performance

Indicator (GRI Standards: 416-1)

Maintenance of safety and quality levels (Number of serious accidents)

Commitment

The Daigas Group is committed to ensuring the quality of city gas, our primary product, its stable supply, and the safety of our gas and power generation facilities all by adhering to our “Security Rules” in accordance with the Gas Business Law.

(International and domestic standards)

  • ・Gas Business Act
  • ・Electric Power Business Act

(In-house policy and standards)

  • ・Daigas Group Code of Business Conduct
  • ・Security Rules
Responsibilities

The Daigas Group has established a system to ensure the safety of power generation facilities, city gas supply, and gas appliances encompassing all facets of the Group’s power generation business as well as city gas value chain processing, supply, sales, and consumption of gas. The Head of Security and the individuals heading the security operations of each business unit as well as Osaka Gas Network Co., Ltd.* supervise safety and security matters concerning their respective business.
In addition, the Executive Security Council, comprising the Head of Security; the individuals heading the security operations of each business unit and Osaka Gas Network Co., Ltd.*; and the general managers of the relevant departments, convene safety and security meetings five times annually to plan security initiatives and assess the achievements made in the relevant term. In line with the annual plan, each business unit and Osaka Gas Network Co., Ltd.* systematically promote initiatives to ensure security and improve safety.
In addition, from FY2023, based on legal separation, we established the "Safety and Disaster Prevention Committee" as a company-wide committee to centrally manage and promote measures for events related to safety, disaster prevention, and gas supply stability, with the aim of building a system that exercises governance across the company during normal times.

  • * Effective April 2022, Osaka Gas Network Co., Ltd. was incorporated as a result of the legal separation of Network Company, the former pipeline business unit of Osaka Gas.

■ Safety Promotion Structure

Promotion structure until FY2022

Promotion structure until FY2022

The Safety and Disaster Prevention Committee was established in FY2023.

The Safety and Disaster Prevention Committee was established in FY2023.
Performance

In FY2022, we continued achieving zero serious accidents by implementing quality control of city gas in the production business and safety inspections of gas facilities in the supply business in accordance with laws, regulations, and internal rules.

Specific actions taken regarding materiality

To ensure that our customers can use gas with peace of mind, the Daigas Group strives to ensure the quality and stable supply of the city gas that it delivers and the safety of its production and supply facilities.

Ensuring quality and safety of city gas

At LNG terminals, the quality of city gas is checked on a daily basis to ensure that it meets the standards, etc. set by Osaka Gas in accordance with laws and regulations, and the amount of gas held in gas holders and the gas supply pressure are centrally controlled in real time.

Inspection of gas pipes, etc.

To ensure the safety of pipes, pressure regulators, and other supply facilities, we conduct inspections at the frequency and in accordance with the details specified in the “Security Rules.”

Drills for accident prevention and workplace safety

We conduct various drills, safety activities, and education to improve disaster and accident response capabilities.

Stable Supply of Service (FY2022)

Materiality Indicators

Management Approach

Why the topic is material

For the Daigas Group, which aims to enhance the resilience of customers and society, we believe that it is important to systematically upgrade our processing facilities, build gas pipeline networks, and take disaster prevention measures in accordance with meticulously devised plans to ensure a stable city gas supply, thereby strengthening our ability to secure greater stability in the gas supply.

Boundary

Within the Group

Management systems and performance

Indicator (GRI Standards: Not applicable)

Improvement in resilience of energy supply (Building resilient facilities)

Commitment

The Daigas Group is committed to ensuring the stable supply of city gas and the safety of its gas facilities by adhering to the Group’s “Security Rules” in accordance with the Gas Business Law.

(International and domestic standards)

  • ・Gas Business Act
  • ・Basic Act on Disaster Management

(In-house policy and standards)

  • ・Daigas Group Code of Business Conduct
  • ・Security Rules
  • ・Anti-Disaster Measures Plan
Responsibilities

We have the same security promotion system as that for "Customer Health and Safety."

Performance

In accordance with the Ministry of Economy, Trade and Industry's "Gas Safety Upgrading Plan," we are working to increase the percentage of earthquake-resistant construction, which indicates the ratio of earthquake-resistant pipes to the total, and to subdivide supply blocks to keep gas shut off due to emergency measures (to prevent secondary disasters) to the minimum extent possible. We believe that energy resilience can be improved by taking both measures: increasing earthquake resistance as a preventive measure against earthquakes and minimizing damage and achieving early restoration in the event of an earthquake.
The percentage of earthquake-resistant construction in FY2022 is approximately 89%, and the number of earthquake blocks increased to 709 due to the subdivision of supply blocks.

Specific actions taken regarding materiality

With "Service First" as its corporate principle, the Daigas Group has been striving to provide a stable supply of services. In terms of earthquake measures, we are taking various measures based on the lessons learned and experience gained from the Great Hanshin-Awaji Earthquake, the Great East Japan Earthquake, and other disasters.
Osaka Gas Network Co., Ltd. is working to improve the earthquake resistance of gas facilities as a preventive measure (promotion of the spread of earthquake-resistant facilities), including the introduction of highly earthquake-resistant gas pipes, such as polyethylene (PE) pipes, to minimize damage in the event of an earthquake. We are refurbishing aged gas pipes and introducing pipes with superior resistance to earthquakes and corrosion according to the plan. We are actively proposing the repair of old buried gas pipes at customers' sites that pose a risk of corrosion. We have completed measures for cast iron pipes (pipes requiring measures) ahead of schedule from FY2021 to FY2016. We continue to implement measures for cast iron pipes (to be maintained and managed) and pipes for preventing corrosion and deterioration.
In addition, as part of emergency measures (to prevent secondary disasters), we have established a gas shutoff system to prevent secondary disasters caused by gas leakage in the event of an earthquake or other disaster.

■ Progress of major earthquake measures since the Great Hanshin Earthquake

Item Major earthquake measures At the time of the Great Hanshin Earthquake (January 1995) Present (April 2022)
Reinforcement of information gathering capabilities Installation of additional seismographs Installed at 34 locations Installed at approx. 3,300 locations
Installation of earthquake damage forecasting systems - Installed in the Central Control Room at the Distribution Control Office (Head office and sub-center) and at 5 regional business units
Construction of a supply shutoff system Subdivision of supply blocks 55 medium-sized blocks 87 medium-sized blocks
709 small blocks
Installation of supply shutoff devices Remote shutoff devices installed only in super blocks (supply area divided into 8 blocks) Remote shutoff devices installed at approx. 3,600 locations
Earthquake-sensitive automatic shutoff devices installed at approx. 3,000 locations
Reinforcement of emergency communication mechanism Reinforcement of wireless systems - Sub-center established as a center in addition to one at the Head Office
6 portable satellite communication units
Other Percentage of earthquake-resistant construction Percentage of earthquake-resistant pipes to total: 68% Percentage of earthquake-resistant pipes to total: approx. 89%
Promotion of use of polyethylene (PE) pipes Extension of PE pipes: approx. 1,200 km In principle, adopted for all new low-pressure pipes
PE pipe extension: approx. 17,600 km
Backup of critical online systems - Establishment of a backup center

Sustainability of
the Daigas Group
President's Commitment Transition Finance
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 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 - Initiatives to Achieve Carbon Neutrality Back Numbers of Special Features
FY2022 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 Activities for Promoting Communication with Society Corporate Volunteering Activities under the Small Light Campaign Social Contribution Activities Activities at Osaka Gas' Foundations
Respecting Human Rights (Charter IV)
Charter IV Index Status of Management regarding Respect for Human Rights Human Rights Due Diligence 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 Verification Download Sustainability Site Terminology Search by Purpose Course Taken Since the Company's Foundation Sustainability Site Map We Value Your Feedback Topics backnumber Osaka Gas in brief