ENVIRONMENTAL, SOCIAL AND GOVERNANCE REPORT 2019
Extracted ESG KPIs
KPIs are organized by ESG aspects.
The types of emissions and respective emissions data.
| Indicator | Unit | 2017 | 2018 | 2019 | Report Pages |
|---|---|---|---|---|---|
| Nitrogen oxides (NOx) – Direct | kg | 3369 | 3549 | 3221 | 55 |
| Particulate matter (PM) – Direct | kg | 304.94 | 321.08 | 294.42 | 55 |
| Sulfur oxides (SOx) – Direct | kg | 6.62 | 6.45 | 6.11 | 55 |
Direct (Scope 1) and energy indirect (Scope 2) greenhouse gas emissions (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2017 | 2018 | 2019 | Report Pages |
|---|---|---|---|---|---|
| GHG emissions intensity per employee (tonnes CO2-e/employee) | tonnes CO2-e/employee | 17.29 | 16.83 | 16.28 | 55 |
| GHG emissions intensity per million revenue in HKD (tonnes CO2-e/HKS million) | tonnes CO2-e/HKS million | 6.98 | 6.49 | 6.69 | 55 |
| GHG emissions – Scope 1 (tonnes CO2-e) | tonnes CO2-e | 6497 | 8925 | 6953 | 55 |
| GHG emissions – Scope 2 (tonnes CO2-e) | tonnes CO2-e | 248652 | 239987 | 236018 | 55 |
| Potential reduction of CO2 emissions from replacing 25 vehicles with Euro 5 & 6 and 3 electric cars | tonnes CO2 per year | 10.6 | 28 | ||
| Total GHG emissions (Scope 1+2+3) | tonnes CO2-e | 256117 | 250338 | 244293 | 55 |
Total hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2017 | 2018 | 2019 | Report Pages |
|---|---|---|---|---|---|
| Copper recycled (tonnes) | tonnes | 18.68 | 15.57 | 18.67 | 30 |
| Number of pieces of waste electrical and electronic equipment (WEEE) removed for recycling | pieces | 2500 | 29 | ||
| Waste electrical and electronic equipment (WEEE) disposal – Electronic and IT equipment (pieces) | pieces | 53191 | 52676 | 66227 | 55 |
| Waste electrical and electronic equipment (WEEE) disposal – Equipment cables (metres) | metres | 109102 | 137918 | 178134 | 55 |
Total non-hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2017 | 2018 | 2019 | Report Pages |
|---|---|---|---|---|---|
| Construction waste (tonnes) | tonnes | 156.5 | 309.84 | 140.25 | 55 |
| General waste (tonnes) | tonnes | 889 | 860.51 | 849.25 | 55 |
| Iron and steel recycled (tonnes) | tonnes | 7.76 | 7.37 | 7.71 | 30 |
| Paper consumption | 968.15 | 1150.11 | 1115.6 | 55 | |
| Paper recycled (tonnes) | tonnes | 145.45 | 156.02 | 129.53 | 30, 56 |
| Scrap materials recycled – Other materials (pieces) | pieces | 554748 | 300201 | 230145 | 56 |
| Scrap materials recycled – SIM cards (pieces) | pieces | 2858640 | 729913 | N/A | 56 |
| Scrap metals recycled (tonnes) | tonnes | 26.44 | 22.94 | 26.38 | 56 |
| Sim cards recycled (pieces) | pieces | 2858640 | 729913 | N/A | 30 |
| Solid waste (tonnes) | tonnes | 337.25 | 277.36 | 202.66 | 55 |
Description of how hazardous and non-hazardous wastes are handled, and a description of reduction target(s) set and steps taken to achieve them.
| Indicator | Unit | 2017 | 2018 | 2019 | Report Pages |
|---|---|---|---|---|---|
| Number of old mobile handsets collected for recycling | handsets | 6837 | 29 | ||
| Other scrap materials recycled (pieces) | pieces | 554748 | 300201 | 230145 | 30 |
| Paper saved by encouraging electronic bills | sheets | 48000000 | 28 | ||
| Toner and ink cartridges (pieces) recycled | pieces | 1983 | 1762 | 1808 | 30 |
| Toner and ink cartridges recycled (pieces) | pieces | 1983 | 1762 | 1808 | 56 |
Direct and/or indirect energy consumption by type (e.g. electricity, gas or oil) in total (kWh in '000s) and intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2017 | 2018 | 2019 | Report Pages |
|---|---|---|---|---|---|
| Diesel fuel – standby emergency generators (L) | L | 54882 | 54039 | 49260 | 56 |
| Diesel fuel – vehicle fleet (L) | L | 283618 | 284480 | 270578 | 56 |
| Electricity (kWh) | kWh | 394477441 | 390591712 | 383144892 | 56 |
| Electricity intensity per employee (GJ/employee) | GJ/employee | 95.89 | 94.52 | 91.91 | 56 |
| Electricity intensity per million revenue in HKD (GJ/HKS million) | GJ/HKS million | 38.73 | 36.48 | 37.78 | 56 |
| Energy intensity per employee (GJ/employee) | GJ/employee | 97.03 | 95.63 | 92.94 | 56 |
| Energy intensity per million revenue in HKD (GJ/HKS million) | GJ/HKS million | 39.19 | 36.9 | 38.21 | 56 |
| Petrol fuel – vehicle fleet (L) | L | 136701 | 124257 | 116493 | 56 |
| Reduction in Group's electricity consumption | GWh | 7.4 | 28 |
Water consumption in total and intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2017 | 2018 | 2019 | Report Pages |
|---|---|---|---|---|---|
| Water consumption (m³) | m³ | 409271 | 444012 | 331665 | 56 |
| Water consumption and sewage discharge | N/A | 276.18 | 206.63 | 55 | |
| Water intensity per employee (m³/employee) | m³/employee | 27.63 | 29.85 | 22.1 | 56 |
| Water intensity per million revenue in HKD (m³/HKS million) | m³/HKS million | 11.16 | 11.52 | 9.09 | 56 |
Total packaging material used for finished products (in tonnes) and, if applicable, with reference to per unit produced.
| Indicator | Unit | 2017 | 2018 | 2019 | Report Pages |
|---|---|---|---|---|---|
| Reduction in shopping bags consumption | 21% | 29 | |||
| Shopping bags (tonnes) | tonnes | 21.89 | 20.25 | 15.97 | 56 |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Indicator | Unit | 2019 | Report Pages |
|---|---|---|---|
| Below middle management (Female) - total employees by employment category | % | 30.21 | 24 |
| Below middle management (Male) - total employees by employment category | % | 38.14 | 24 |
| Middle management (Female) - total employees by employment category | % | 8.49 | 24 |
| Middle management (Male) - total employees by employment category | % | 19.39 | 24 |
| Number of people with disability working at PCCW | 37 | 24 | |
| Senior management (Female) - total employees by employment category | % | 1.2 | 24 |
| Senior management (Male) - total employees by employment category | % | 2.58 | 24 |
| Total number of workforce by age group (30–50) | % | 52.88 | 24 |
| Total number of workforce by age group (<30) | % | 23.23 | 24 |
| Total number of workforce by age group (>50) | % | 13.89 | 24 |
| Total number of workforce by gender (Female) | % | 39.9 | 24 |
| Total number of workforce by gender (Male) | % | 60.1 | 24 |
| Total number of workforce by geographical location (Hong Kong) | % | 64.72 | 24 |
| Total number of workforce by geographical location (Mainland China) | % | 21.66 | 24 |
| Total number of workforce by geographical location (Others) | % | 5.44 | 24 |
| Total number of workforce by geographical location (The Philippines) | % | 5.2 | 24 |
| Total number of workforce by geographical location (United States) | % | 2.98 | 24 |
Number of suppliers by geographical region.
| Indicator | Unit | 2019 | Report Pages |
|---|---|---|---|
| FTTH coverage in Hong Kong households | % | 88% | 45 |
Number of products and service related complaints received and how they are dealt with.
| Indicator | Unit | 2019 | Report Pages |
|---|---|---|---|
| NETVIGATOR Network stability | % | 99.995 | 45 |
| Number of Wi-Fi hotspots in Hong Kong | 23931 | 45 | |
| Number of complaints received from customers | complaints | 1792 | 49 |
| Number of compliments received from customers | compliments | 65109 | 49 |
| Percentage of customer complaints handled within four working days | percent | over 98 | 49 |
| Percentage of customers satisfied or very satisfied with customer service representatives | percent | 85 | 49 |
Description of quality assurance process and recall procedures.
| Indicator | Unit | 2019 | Report Pages |
|---|---|---|---|
| NETVIGATOR Service restoration | % | 99.93 | 45 |
| Number of mystery shopper visits in retail locations | visits | 1300 | 49 |
| csl Network reliability | % | 100% | 45 |
| csl Service restoration | % | 100% | 45 |
Description of consumer data protection and privacy policies, and how they are implemented and monitored.
| Indicator | Unit | 2019 | Report Pages |
|---|---|---|---|
| Number of registered accounts on My HKT platform | accounts | 1100000 | 49 |
| Percentage of Fixed-line, eye, IDD customers using e-billing | 52% | 28 | |
| Percentage of Mobile customers using e-billing | 97% | 28 | |
| Percentage of NETVIGATOR customers using e-billing | 98% | 28 | |
| Percentage of Now TV customers using e-billing | 86% | 28 |
Focus areas of contribution (e.g. education, environmental concerns, labour needs, health, culture, sport).
| Indicator | Unit | 2019 | Report Pages |
|---|---|---|---|
| Number of external sales and service awards won | awards | 180 | 49 |
| Number of teams awarded in Service Excellence Awards (SEA) | teams | 32 | 49 |
Resources contributed (e.g. money or time) to the focus area.
| Indicator | Unit | 2019 | Report Pages |
|---|---|---|---|
| Number of individuals awarded in Service Excellence Awards (SEA) | individuals | 200 | 49 |
The types of emissions and respective emissions data.
| Standard Indicator | Unit | 2017 | 2018 | 2019 |
|---|---|---|---|---|
| Airborne Particulate Matter (PM) Emissions | kg | 304.94 | 321.08 | 294.42 |
| NOₓ Emissions | kg | 3369 | 3549 | 3221 |
| SOₓ Emissions | kg | 6.62 | 6.45 | 6.11 |
Direct (Scope 1) and energy indirect (Scope 2) greenhouse gas emissions (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2017 | 2018 | 2019 |
|---|---|---|---|---|
| Direct GHG Emissions (Scope 1) | tonnes CO2-e | 6497 | 8925 | 6953 |
| Indirect Energy Emissions (Scope 2) | tonnes CO2-e | 248652 | 239987 | 236018 |
| Total GHG Emissions | tonnes CO2-e | 256117 | 250338 | 244293 |
| Total GHG Emissions Intensity (By Employee) | tonnes CO2-e/employee | 17.29 | 16.83 | 16.28 |
| Total GHG Emissions Intensity (By Revenue) | tonnes CO2-e/HKS million | 6.98 | 6.49 | 6.69 |
Total hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2017 | 2018 | 2019 |
|---|---|---|---|---|
| Hazardous Waste (Electronic and IT Equipment) | pieces | 53191 | 52676 | 66227 |
| Hazardous Waste (Equipment Cables Metres) | metres | 109102 | 137918 | 178134 |
Total non-hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2017 | 2018 | 2019 |
|---|---|---|---|---|
| Non-Hazardous Waste (Construction Waste) | tonnes | 156.5 | 309.84 | 140.25 |
| Non-Hazardous Waste (Domestic Waste) | tonnes | 889 | 860.51 | 849.25 |
| Non-Hazardous Waste Recycled | tonnes | 179.64999999999998 | 186.33 | 163.62 |
Description of emissions target(s) set and steps taken to achieve them.
| Standard Indicator | Unit |
|---|---|
| Reduction in GHG Intensity Compared to Last Year (By Employee) | % |
Direct and/or indirect energy consumption by type (e.g. electricity, gas or oil) in total (kWh in '000s) and intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2017 | 2018 | 2019 |
|---|---|---|---|---|
| Diesel Fuel Consumption | L | 338500 | 338519 | 319838 |
| Energy Consumption Intensity (By Employee) | GJ/employee | 97.03 | 95.63 | 92.94 |
| Energy Consumption Intensity (By Revenue) | GJ/HKS million | 39.19 | 36.9 | 38.21 |
| Gasoline Consumption | L | 136701 | 124257 | 116493 |
| Grid Electricity Consumption | kWh | 394477441 | 390591712 | 383144892 |
| Purchased Electricity | kWh | 394477441 | 390591712 | 383144892 |
| Purchased Electricity Intensity (By Employee) | GJ/employee | 95.89 | 94.52 | 91.91 |
| Purchased Electricity Intensity (By Revenue) | GJ/HKS million | 38.73 | 36.48 | 37.78 |
Water consumption in total and intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2017 | 2018 | 2019 |
|---|---|---|---|---|
| Water Consumption | m³ | 409271 | 444012 | 331665 |
| Water Consumption Intensity (By Revenue) | m³/HKS million | 11.16 | 11.52 | 9.09 |
Description of energy use efficiency target(s) set and steps taken to achieve them.
| Standard Indicator | Unit |
|---|---|
| Electricity Usage Reduction Compared to Last Year | GWh |
Total packaging material used for finished products (in tonnes) and, if applicable, with reference to per unit produced.
| Standard Indicator | Unit | 2017 | 2018 | 2019 |
|---|---|---|---|---|
| Packaging Material Consumption (Paper) | 968.15 | 1150.11 | 1115.6 | |
| Packaging Materials Consumed | tonnes | 21.89 | 20.25 | 15.97 |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Standard Indicator | Unit | 2019 |
|---|---|---|
| Percentage of Employees Aged 30-50 | % | 52.88 |
| Percentage of Employees Aged Above 50 | % | 13.89 |
| Percentage of Employees Aged Below 30 | % | 23.23 |
| Percentage of Employees in Hong Kong | % | 64.72 |
| Percentage of Employees in Mainland China | % | 21.66 |
| Percentage of Employees in United States | % | 2.98 |
| Percentage of Female Employees | % | 39.9 |
| Percentage of Male Employees | % | 60.1 |
Number of suppliers by geographical region.
| Standard Indicator | Unit |
|---|---|
| Proportion of Spending on Local Suppliers | % |
Number of products and service related complaints received and how they are dealt with.
| Standard Indicator | Unit | 2019 |
|---|---|---|
| Total Number of Customer Complaints | complaints | 1792 |
Description of quality assurance process and recall procedures.
| Standard Indicator | Unit | 2019 |
|---|---|---|
| Passing Rate of Third-party Accreditation Performed under the Quality Management System | % | 100 |
Resources contributed (e.g. money or time) to the focus area.
| Standard Indicator | Unit |
|---|---|
| Total Social Investment | million HK$ |