Customer

CK Hutchison’s diverse products and services support the day-to-day lives of millions of people globally. The Group focuses on providing quality products and services to create excellent customer experience.
 

Building Trust through Reliability and Quality
By placing reliability, safety and quality at the heart of the businesses, the Group aims to create value for customers that better their lives and provide sustainable solutions.

Delivering Reliable and Quality Services
Service reliability and public safety are critical to CK Hutchison’s businesses. Individual and corporate customers depend upon the Group’s services in telecommunications, ports services, power, energy, water and waste management operations. The Group’s businesses have dedicated significant efforts and resources in improving its practices, infrastructure and technologies to prevent interruptions from occurring in the first place. The Group closely monitors operational conditions and practices around the clock and conducts asset maintenance and replacement to uphold its safety and reliability commitments. In addition, professional teams are committed to identifying, testing and introducing new products and procedures that implement good practices to maintain and improve service reliability. Should incidents occur, the best measures are taken to minimise interruption, investigate the cause and quickly resume service. HK Electric of the Infrastructure division achieved the 99.999% supply reliability rating for 19 consecutive years since 1997.

The Telecommunications division embraces a service-oriented culture and is committed to delivering the highest possible levels of service quality and customer satisfaction. For example, to encourage continuous improvement, 3 Hong Kong has its key performance indicators of its service benchmarked to its performance targets and publishes this data regularly.

In the Infrastructure divisions, for example, UK Power Networks has been exploring innovative solutions to respond to the increasing electricity demand. The Smarter Network Storage programme provides flexibility to accommodate peak demand while maintaining electricity service reliability. Drones have also been used to help with monitoring and maintenance in difficult-to-reach places. Similarly, Northern Gas Networks leverages technology to ensure service reliability. Adopting the “SMART” technology, data on the quality of the pipe joints are captured and analysed before installation to avoid joint failures.

Enabling Sustainable Options
To deliver sustainable value to its stakeholders, CK Hutchison continues to invest strategically in research and development of technology. This allows the Group to provide innovative solutions and enable its customers to make environmentally responsible choices in how they live and work.

IT infrastructure is one of the main sources of energy consumption, greenhouse gas (“GHG”) emissions and hazardous wastes. The cloud services, provided by Hutchison Global Communications Hong Kong of the Telecommunications division, optimise IT equipment usage and hence energy consumption. As compared to on-premise IT infrastructures, cloud services help reduce electronic wastes and enable the Group’s individual and corporate customers to minimise their environmental footprint.

Improving Customer Experience
To continuously improve customer experience, the Group’s companies have implemented policies and procedures to regularly solicit customer feedback and make the effort to follow up and act on their advice.

At the Retail division, guidelines in handling customer enquiries and complaints at the ASW’s stores and operations have been established and staff are trained to professionally address customer concerns. Complaints received are acknowledged, investigated and duly followed up. Periodic reviews and analyses of complaints received are conducted as well. Lessons learned are shared with the quality assurance teams for continual improvement.

The Telecommunications division fosters a culture of continuous improvement by benchmarking and publishing its service performance statistics regularly. They have also received numerous awards and third party assessment that attest to their exemplary network performance and service excellence.

Protecting Our Customers
CK Hutchison believes accurate and factual product information provide transparency and help customers make informed purchasing decisions. The Group’s products are labelled and advertised in compliance with the requirements of the destination countries.

The Group’s commitment to protecting the personal information of its customers is well supported by its corporate strategies and policies. A robust system has been developed to control the collection, access, update, security and retention of data received. Sensitive customer information such as credit card payment details would not be stored in the Group’s databases where feasible. In addition, the Group provides regular internal communications and organise workshops for its customer-facing employees to reinforce the importance of customer data protection.

Regulatory Compliance
In 2016, the Group is not aware of any incidents of non-compliance with laws and regulations that have a significant impact on the Group concerning product responsibility.