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
| Charter of Business Conduct | Important Issues (Materiality) | Value for a sustainable future | Initiatives to create value for a sustainable future | Indicators | Goals | Fiscal Year to be achieved | |
|---|---|---|---|---|---|---|---|
| Ⅰ | Creating value for customers | 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 | FY2031.3 |
| Improvement of customer satisfaction and quality of services | Enhance customer relationship management | Customer satisfaction rate | 90% | FY2024.3 | |||
| Customer health and safety | Enhancing resilience of customers and society | Maintain safety and quality levels | Number of serious accidents | Continued zero serious accident | FY2031.3 | ||
| Stable supply of services | Strengthen resilience of energy supply | Build a resilient energy supply facilities | Implementation of measures for disaster prevention and aging pipes | FY2031.3 | |||
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
To be reported in FY2023.
Specific actions taken regarding materiality
To be reported in FY2023.
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 organizations responsible for “Customer Health and Safety,” a Head of Service (Vice President) has been appointed for promoting cross-sectoral activities concerning improvement of the Daigas Group’s customer service (CS).
■ CS Operations Structure
Performance
To be reported in FY2023.
Specific actions taken regarding materiality
To be reported in FY2023.
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 “Gas Supply Clause” and “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 the Network Company supervise safety and security matters concerning their respective business units and other business units.
In addition, the Executive Security Council, comprising the Head of Security; the individuals heading the security operations of each business unit and the Network Company; 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 the Network Company systematically promote initiatives to ensure security and improve safety.
■ Security and Safety Promotion Structure
Performance
To be reported in FY2023.
Specific actions taken regarding materiality
To be reported in FY2023.
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 it is important to systematically upgrade our processing facilities and build gas pipeline networks 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 “Gas Supply Clause” and “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
Each organization in charge is responsible for implementing the initiatives in accordance with the policies and guidelines set by the Daigas Group.
Performance
To be reported in FY2023.
Specific actions taken regarding materiality
To be reported in FY2023.
- 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
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- 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