Tokyogasgroup csr report

Disclosure of Incidents That Affected Our Stakeholders

Important Notices in FY2016


Important Notices in FY2016

Disclosure of Information on Events that Affected Stakeholders

In fiscal 2016, Tokyo Gas Group issued 11 press releases concerning issues that caused problems for our customers or society. These are published on the Tokyo Gas website and the websites of the other Group companies concerned.
 
Press release subject No. of cases
(cases not involving Tokyo Gas shown in parentheses)
Group’s response
Loss and leakage of customer information
4
(2 involving Tokyo Gas Energy and Washinomiya Gas)
To prevent further damage from occurring in these cases, we immediately contacted every customer involved to explain the situation and apologize. Recognizing the protection of customer information as a crucial issue, we take these cases seriously and strive to prevent a recurrence of similar incidents in cooperation with the responsible departments, as well as subsidiaries and outsourcing partners that are contracted to handle such information.
Countermeasures against defects and other problems with equipment sold under the Tokyo Gas brand 1 Regarding bathroom heater/dryers made by Harman Co., Ltd. and Noritz Corporation, we informed the customers affected, set up a toll-free number, and advised customers to temporarily avoid use . We are now in the process of visiting customers to conduct inspections and replace parts.
Response to gas appliance defects 1 We responded to a problem affecting gas cocks with an air vent port by notifying the customers affected, setting up a toll-free number, and issuing instructions concerning their use. The gas cocks concerned will be replaced.
Incorrect notification and billing of gas and electricity charges 3 We explained the situation and apologized individually to the customers affected, and refunded any amounts that were overpaid.
Appropriate measures will be taken to prevent a recurrence in the future.
Incorrect notification and refunding of charges for gas home monitoring service 2 We explained the situation and apologized individually to the customers affected, and refunded any amounts that were overpaid.
Appropriate measures will be taken to prevent a recurrence in the future.
 
DFF Inc., Corporate Social Responsibility Sect, General Administration Dept., Corporate Planning Dept., Resources & Global Business Division, Energy Solution Div, Power Buisiness Dept., Pipeline Network Division, IT Division, Residential Sales Div., Fundamental Technology Dept., Energy Solution Div, Environmental Affairs Dept., Purchasing Dept. , Health Insurance & Employees' Welfare Sect., Personnel Dept., Internal Audit Dept., Audit & Supervisory Board Member's Office, Compliance Dept., Regional Development Div., Finance Dept, TGES, TOKYO GAS COMMUNICATIONS, INC.