Tokyogasgroup csr report

Tokyo Gas Group’s CSR Management

Stakeholder Engagement

Stakeholder Engagement

The Tokyo Gas Group maintains communication and dialogue with its stakeholders to better understand their views and requests concerning the Group’s business activities, and we apply their feedback while improving our daily operations. We believe this will lead to the steady fulfillment of our social responsibility and continued growth.

Moreover, we receive opinions from our wide-ranging stakeholders and actively adopt valuable suggestions for our business.

●Stakeholder Engagement Policy

Basic Policy

The Tokyo Gas Group’s business brings it into contact with a wide range of stakeholders.
Guided by our Corporate Action Philosophy and Code of Conduct, all Group executives and employees have sought to develop good relationships with stakeholders and work together with society toward achieving sustainable growth.
 

Major Stakeholders

Purpose of Engagement

In conducting our operations, we must understand stakeholder expectations for the Tokyo Gas Group and how they evaluate Group performance as well as our own responsibility for stakeholders. That knowledge must then be applied to decision-making and business operations to maximize value creation and minimize negative impacts. We also emphasize developing sound relationships and partnerships with stakeholders and enhancing the transparency of our business activities. We engage with our stakeholders through two-way communication to achieve these goals.

Identifying Our Stakeholders

Our stakeholders are individuals and organizations who are interested in the decision-making and business activities of the Tokyo Gas Group. To further increase the significance of engagement with stakeholders, we associate them with the following categories: (1) those who could be directly or indirectly impacted by our operations, products or services, or who could impact our operations; (2) those with whom we maintain an economic, social or environmental responsibility; and (3) those who can provide a diverse perspective on our operations, products or services.

Methods of Engagement

The division or site that is most closely related to stakeholders serves as the contact point and takes responsibility for establishing two-way communication with them. Toward making further improvements, the results of engagement are shared within the relevant division, as well as with the Corporate Communications Promotion Committee as necessary. Information is disclosed through such means as our website and CSR reports to maintain our PDCA cycle. Also, we raise employee awareness of stakeholder engagement through training and other activities.

Customers

Expectations and Requests
• Stable supply of energy
• Ensuring safety and quality of energy and products
• Provision of appropriate information on products and services

• Provision of information on environmental protection and environmentally friendly products and services

Tokyo Gas Group’s Responses Engagement and Communication Efforts
• Receipt of applications, feedback and inquiries
• Improvements based on feedback
• Periodic safety inspections of gas equipment
• Meter readings
• Gas appliance repair

• Local service outlets (Tokyo Gas LIFEVAL, Enesta, Enefit)

• Customer Center (phone and email)
• Customer feedback cards
• Customer satisfaction surveys

• Provision of information and promotion of understanding concerning measures to ensure stability of city gas supply and prevent disasters

• Tours of LNG terminals and disaster prevention facilities

• Provision of information on energy, the environment, household facilities, appliances, etc.

• Provision of information and promotion of understanding regarding the Group’s environmental activities

• Provision of opportunities to experience environmental activities

• Proposal of comfortable home and lifestyle solutions

• Offering of cooking classes
• Gas Science Museum
• Gas Museum
• Shinjuku Showroom and Yokohama Showroom
• Cooking studio Kitchen Lands
• Gas exhibitions
• Events and seminars

• Provision of information on energy, facilities, appliances, and services

• Provision of tips for everyday life on cooking, conserving energy and saving money, etc.

• Tokyo Gas website
• Email newsletters
• Facebook
• myTOKYOGAS

Shareholders and Investors

Expectations and Requests
• Maintenance and improvement of corporate value
• Fair distribution of returns to shareholders
• Timely and appropriate information disclosure
Tokyo Gas Group’s Responses Engagement and Communication Efforts

• Disclosure of information on performance and finances

• Explanation of the state of Group activities and plans

• General shareholder’s meetings
• Financial results briefings
• Briefings for individual investors

• One-on-one meetings with institutional investors

• Facility tours for individual shareholders
• Annual Report and Investors’ Guide
• Newsletter for shareholders

• Disclosure of investor relations information on the Tokyo Gas website

Local Communities

Expectations and Requests
• Contribution to solving social issues in individual countries and regions
• Support for educating the next generation
Tokyo Gas Group’s Responses Engagement and Communication Efforts

• Provision of information and awareness-raising concerning the Group’s disaster prevention activities

• Provision of information contributing to safety and peace of mind in everyday life

• Monitoring of views/demand and incorporation into activities

• Local activities such as emergency toilet program for preparation against disasters, publication of daily and emergency recipes called “Daily Meals & Emergency Meals,” for surviving a disaster, etc.

• Support for para sports

• Provision of opportunities for the active engagement in sports through soccer coaching, tournaments, etc.

• Activities as an Official Partner of the Japanese Para-Sports Association

• Junior soccer coaching sessions

• Provision of information and awareness-raising on disaster prevention

• Disaster prevention events cohosted with NPOs

• Support for environmental protection activities

• Support for the environmental and the social contribution activity: Mori Sato Umi Tsunagu (Connecting Forests, Villages and the Ocean) Project

• Provision of information, education and opportunities for directly experiencing energy and the environment

• Support for school education (teaching, teacher training, and provision of information via out-of-school learning activities, educational materials and an e-learning site)

• Donguri (acorn) outdoors environmental education project

• Hands-on HIIKU fire education program for the next generation

• Volunteer activities by Group employees and their families

• Support for regions affected by the Great East Japan Earthquake

• Collection and donation of used stamps, cards and spoiled postcards

• Support for the Olympic and Paralympic Games Tokyo 2020

• Support activities as an Official Partner (Gas & Gas Utility Services category) of the Olympic and Paralympic Games Tokyo 2020

Government Agencies and Local Governments

Expectations and Requests
• Tax payments
• Compliance with laws and regulations
• Cooperation in public policy and programs to solve social issues
Tokyo Gas Group’s Responses Engagement and Communication Efforts

• Participation in urban development through our main line of business

• Development of smart towns in accordance with government plans

• Urban revitalization and housing complex regeneration

• Development of smart energy networks through redevelopment projects

• Promotion of disaster prevention activities

• Disaster prevention events organized by local governments

• Provision of information to resolve social issues and promote policy implementation

• Participation in central and local government committees and workshops

• Seminars on energy, the environment and community development

• Membership of environmental councils and other bodies

Business Partners

Expectations and Requests
• Fair and equitable business transactions
• Practice of CSR procurement
• Development of better partnerships and information sharing
Tokyo Gas Group’s Responses Engagement and Communication Efforts

• Provision of fair and equitable business opportunities through disclosure of standards, policies, etc.

• Online publication of Principles and Standards of purchasing practice and Purchasing Guidelines for Suppliers

• Briefings for business partners
• Monitoring status of CSR practice • Surveys of CSR activities by business partners

• Dialogue and consultation with business partners

• Improvement of quality and appeal of products in collaboration with business partners

• Recognition of business partners at the Business Partner Appreciation Awards

• Provision of events and opportunities to promote understanding of our operations

• Organization of facility tours for business partners

• Consultations to ensure fair business relations

• Consultations with suppliers of LNG and other supplies and confirmation of transaction details

Universities and Research Institutions

Expectations and Requests

• Engagement in solving social issues and contributing to better lifestyles and community development

Tokyo Gas Group’s Responses Engagement and Communication Efforts

• Surveys and research to address challenges faced by society and contribute to better lives and community development through our business activities

• Joint research contributing to safety, meter reading, safety services, etc.

• Joint research contributing to environmental protection, disaster response, prevention of health hazards and the revitalization of regional economies

• Joint research contributing to energy conservation and health

• Joint research contributing to better lives in a super-aging society

Group Employees

Expectations and Requests
• Creation of a comfortable work environment
• Promotion of diversity
• Development of human resources
• Occupational safety and health
• Provision of information and awareness-raising on environmental protection
Tokyo Gas Group’s Responses Engagement and Communication Efforts

• Promotion of opportunities for diverse human resources

• Development of the Overarching Commitment to Diversity and Basic Policy Regarding Promotion of Diversity

• Seminars and lectures on promoting diversity

• Introduction of a home working system

• Sharing of information and promotion of understanding within the Group

• Communication of messages from the president

• Plenary meetings and briefing sessions to report on conditions at Group companies

• Workplace communication activities
• Group newsletter and intranet
• Development of employee skills
• Counseling for career planning
• Regular interviews with supervisors
• Various training

• Handling of consultations on compliance, human rights, etc., within the Group

• Monitoring of employee attitudes
• Consultation desks
• Employee opinion surveys

• Provision of information and awareness-raising on occupational safety and health

• Actions for mental health and prevention of lifestyle-related diseases

• Meetings and training on safety and health
• Actions to maintain and improve health

• Sharing of information on Group environmental activities

• Provision of information and awareness-raising on environmental protection

• Group environmental contribution award system

• Training, study tours and seminars for Group employees

• Development of good labor-management relations

• Labor-management dialogue and consultation

Contact Points for Stakeholders
 

Shareholders and investors Investor Relations
Local communities Inquiries: Personal (residential) customers
Tokyo Gas Customer Center
Local service outlets
Tokyo Gas showrooms
Fax service (for customers with hearing or speech impairments)
Online inquiries
Government agencies Department responsible for the field in question
Business partners Purchasing Department service desk
Employees Tokyo Gas Labor Union, consultation desks
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.

Stakeholder Dialogue

We aim to be a corporate group that achieves continuous growth by diligently fulfilling our social responsibilities. To realize this, we will communicate and engage in dialogue with our stakeholders, listening to their opinions and requests regarding the overall business activities of the Tokyo Gas Group, and relaying what we learn into improving our daily business activities.
We received diverse comments during the year on various aspects of our daily business from people in a wide range of social positions. We will continue with our efforts to incorporate the voices of our stakeholders into our business activities to the greatest extent possible.

 
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.