Tokyogasgroup csr report

Constructing a Robust Energy Platform

Enhancing the Safety of Gas Appliances

To make sure customers are able to safely use our gas equipment and appliances, we conduct legally mandated periodic safety inspections of gas equipment thoroughly. In terms of software, we provide customers and appliance manufacturer information on safe use.

Launch of Voluntary Action Plan on Product Safety

Under the Consumer Product Safety Act, we have formulated the Voluntary Action Plan of Tokyo Gas Concerning Product Safety as a company that repairs, installs and sells residential gas appliances, with the intention of ensuring product safety and fostering a culture of product safety. Under the plan, we strive to ensure and improve safety to meet social demands and expectations. Moreover, in our drive to promote a culture of gas appliance safety, we post important notices on the use of residential gas appliances on our website to enable customers to find accurate information quickly on the correct use of products as well as recalls and reported problems.
The entire Tokyo Gas Group is committed to acting quickly and effectively in order to ensure safety and improve the quality of gas appliances under our three pillars of safety, security, and reliability.

 
Voluntary Action Plan of Tokyo Gas Concerning Product Safety
Launched on November 7, 2007

Tokyo Gas defines the following Voluntary Action Plans to ensure product safety and establish a culture of product safety, thereby strengthening our group values of “Safety, Security, and Reliability” in our role as a company that sells, repairs and installs home gas appliances.

 
Compliance with laws
We shall comply with laws and regulations concerning product safety, formulate in-house voluntary standards for repair and installation work, and strive to ensure product safety.
Establishment of a product safety promotion system
We shall improve our company’s product safety promotion system to ensure product safety.
Risk reduction of product-related accidents
We shall contribute to reducing the risk of product-related accidents by sending feedback on product-related accidents and problems that come to our attention to the manufacturers and importers of gas appliances.
System for collecting and transmitting information on product-related accidents
Whenever we learn of a product-related accident we will promptly forward the information to senior management and related departments in the company, as well as to manufacturers and import companies.
Maintenance and enhancement of product safety
We shall promote awareness and disseminate information to our customers on the proper use of gas products, follow-up on questions from customers on product safety and commit to the cultivation of a culture of product safety.
Cooperation with manufacturers and importers
Whenever manufacturers or importers recover products due to recalls or other reasons, we shall cooperate with them to efficiently facilitate product recovery.
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.

Improvements for Safer, User-friendly Gas Appliances

Measures to Improve the Quality of Gas Appliances

We address gas appliance failures or accidents at a section dedicated to quality in order to quickly identify the causes and determine effective responses. A new section was created in April 2011 to strengthen these efforts.
In the event of any gas appliance accident or gas appliance failure that requires the identification of a technical cause, we strive to ease customer concerns by immediately investigating the cause and taking the necessary actions in cooperation with manufacturers.
We share the results of any investigations of gas appliance failures along with the expertise gained through the analysis of past repair data with other gas utilities and gas appliance manufacturers to prevent similar failures in new products and improve product quality. For example, all balanced-flue bath boilers are equipped with safety devices to prevent irregular ignition caused by improper handling and also to prevent the boiler from being left on. Moreover, some of our popular models remind the user by an alert light or remote control error message that the equipment has to be checked when its use has exceeded its designed operating life. These features reflect our ongoing efforts to advance safety measures in step with the industry.

Safety and Convenience that Serve Daily Needs

In April 2008, the Japanese gas industry, including gas suppliers and gas appliance manufacturers and sellers, enforced self-regulating standards for all of their household gas stoves*1. As an industry, we are collectively making gas stoves safer by providing standard safety functions for preventing the overheating of cooking oil or flame failure as well as for automatically shutting down the burner after a given period should the user forget to turn it off.
Tokyo Gas has been selling highly safe gas stoves that exceed industry standards. Also, we have been selling alarms that detect and warn users of a gas leak or fire. Recently, in addition to improving the function as an alarm, we have begun selling models with other useful functions for daily life. For example, they detect changes in room temperature and humidity, which aids in personal health management, and they can also serve as a nightlight.
  • *1 Excluding single-burner tabletop stoves.
 

Kaiteki Watch comfort sensor (left) and alarm with nightlight function (right)

Kaiteki Watch comfort sensor (left) and alarm with nightlight function (right)
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.

Promoting Switchover to Safer Appliances

We have been encouraging the switchover to safer appliances since January 2007. We recommend by direct mail or on the occasion of periodic safety inspections of gas equipment that customers who use water heaters or bath boilers not equipped with devices to prevent incomplete combustion to replace them with safer equipment. This has helped to bring down the number of such appliances in our service area from about 160,000 at the start of the replacement campaign to 15,371 at the end of March 2019. We will continue supporting this effort and steadily work to improve safety so that customers can safely use gas appliances.

Progress in Switchover to Safer Appliances

Air supply and exhaust method Target appliances Number of units targeted for replacement
at campaign start
Number of units
at end of FY2018
Open-type gas appliances Small water heaters 37,000 2,242
Wire mesh stoves 4,200 418
Semi-closed-type gas appliances Conventional flue-type water heaters and bath boilers / forced exhaust-type water heaters (with downdraft diverters) 120,000 12,711
Total 161,200 15,371
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.