Sustainability Report 2016

Year: 2016
Published: 2017-04-19
Status: Processed

Extracted ESG KPIs

KPIs are organized by ESG aspects.

The types of emissions and respective emissions data.

Indicator Unit 2012 2013 2014 2015 2016 Report Pages
Nitrogen oxides (NOx) Daily average in kg (Kg per million MJ of town gas) kg (3.84 per million MJ), kg (4.00 per million MJ), kg (4.02 per million MJ), kg (4.20 per million MJ), kg (4.59 per million MJ) 318 353 310 292 314 86
Nitrogen oxides (NOx) emissions Tonnes 149.8 89
Respirable Suspended Particulates (PM10) emissions Tonnes 0.27 89
Sulphur oxides (SOx) Daily average in kg (Kg per million MJ of town gas) kg (0.02 per million MJ) 1.5 1.2 1.4 1.3 1.4 86
Sulphur oxides (SOx) emissions Tonnes 98.4 89

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 2005 2012 2013 2014 2015 2016 Report Pages
Annual carbon reduction (Carbon Reduction Competition 2016, mainland China) tonnes 2400 45
CO2 reduction equivalent to electricity saved (Towngas Headquarters and Ma Tau Kok office) tonnes 2981 3376 3613 3803 3873 86
Carbon Emissions per Unit of Town Gas (Hong Kong) kg 0.78 0.599 43
Carbon dioxide (CO2) Daily average in metric tonnes (Metric tonnes per million MJ of town gas) metric tonnes (11.55 per million MJ), metric tonnes (11.70 per million MJ), metric tonnes (11.82 per million MJ), metric tonnes (11.92 per million MJ), metric tonnes (12.09 per million MJ) 904 931 904 898 907 86
Carbon emissions reduced by heat recovery system at Tai Po gas production plant tonnes 2700 33
GHG emissions Tonnes CO2-e 1055000 1088000 1028000 1305000 1258000# 89
Greenhouse gases (Production equipment) tonnes CO2-e 360634 365981 358582 357845 359300 86
Number of trees equivalent to carbon emissions offset by CHP with landfill gas at Alice Ho Miu Ling Nethersole Hospital trees per year 87000 41
Number of trees equivalent to carbon emissions offset by landfill gas utilisation trees per year 2400000 41
Reduction in GHG emissions of gas production in Hong Kong compared with 2005 23% 33
Reduction in carbon emissions by Combined Heat and Power System (CHP) with landfill gas at Alice Ho Miu Ling Nethersole Hospital tonnes per year 2000 41
Reduction in carbon emissions due to landfill gas utilisation tonnes per year 56000 41
Reduction of carbon emissions by Carbon Reduction Competition (Hong Kong operations) tonnes per year 85 8
Scope 1 - Direct GHG Emissions (Tonnes CO2-e) Tonnes CO2-e 797000 804000 728000 927000 859000 44
Scope 1 - Direct GHG Emissions (Town gas production, Hong Kong) tonnes CO2-e 329731 334863 43
Scope 2 - Energy-related Indirect GHG Emissions (Tonnes CO2-e) Tonnes CO2-e 258000 284000 300000 378000 399000 44
Scope 2 - Energy-related Indirect GHG Emissions (Town gas production, Hong Kong) tonnes CO2-e 28114 24437 43
Total GHG emissions tonnes CO2-e 1258000 33

Total hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).

Indicator Unit 2012 2013 2014 2015 2016 Report Pages
Chemical waste generated (Daily average in kg per million MJ of town gas) kg (kg per million MJ of town gas) 93 (1.23) 150 (1.94) 83 (1.07) 49 (0.64) 167 (2.10) 87
Hazardous waste (Liquid) Litres 28600 89
Hazardous waste (Solid) Tonnes 1134 89

Total non-hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).

Indicator Unit 2012 2013 2014 2015 2016 Report Pages
Non-hazardous waste (Liquid) Litres 65677 89
Non-hazardous waste (Solid) Tonnes 220180 89
Non-hazardous waste landfilled tonnes N/A 126.7 129.5 123.6 150.4 86
Non-hazardous waste recycled tonnes N/A N/A N/A 210 125.7 86
PE pipe recycled Tonnes 10.7 12.6 17.8 23.6 30.9 87
Scrap metal recycled – from construction and maintenance of plant and pipelines Tonnes 35 28 23 77 34 87
Scrap metal recycled – old gas appliances Tonnes 926 1278 1229 1265 1218 87
Spent catalyst collected for metal recovery Tonnes 35.3 39.7 23.6 11.7 18.5 87
Volume and disposal of formation or produced water (Hong Kong operation) In 2016, our Hong Kong operation does not involve formation or produced water, which is a byproduct that commonly brought to the surface during the production of hydrocarbons. 99

Description of emissions target(s) set and steps taken to achieve them.

Indicator Unit 2016 2030 Report Pages
Chinese government target for carbon intensity reduction from 2005 level by 2030 reduction 60%–65% 6
Projects received from operations in Hong Kong and mainland China for seventh carbon reduction competition projects 27 33
carbon emissions cut by 25 carbon reduction projects in Mainland China operations tonnes 64000 9

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 2012 2013 2014 2015 2016 Report Pages
Amount of drilling waste (drill mud and cuttings) and strategies for treatment and disposal (Hong Kong operation) In 2016, our Hong Kong operation does not involve drilling waste. 99
Metal chemical drums reused Number 318 90 15 18 41 87
Plastic chemical drums reused Number 969 914 1030 1927 1021 87
Spent lube oil recycled Tonnes 25.3 46.7 25.2 13.2 45.6 87

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 2014 2015 2016 Report Pages
Diesel consumption GJ 82204 89
Electricity consumption GJ 1567187 89
LNG consumption GJ 465110 89
Length of Gas Network km 74526 82153 90765 19
Length of gas network supplied km 90000 19
Natural gas as percentage of fuel mix in Hong Kong % 60 6
Other energy consumption GJ 9737518 89
Reduction in naphtha consumption due to landfill gas utilisation tonnes per year 13000 41
Total town gas customers in Hong Kong million 1.86 6
Uninterrupted gas supply rate in Hong Kong % 99.99 6
Unleaded petrol consumption GJ 68430 89

Water consumption in total and intensity (e.g. per unit of production volume, per facility).

Indicator Unit 2012 2013 2014 2015 2016 Report Pages
Reduction in water use at Towngas headquarters compared with 2015 1% 33
Total wastewater discharged Daily average in cubic metres (Cubic metres per million MJ of town gas) cubic metres (3.77 per million MJ), cubic metres (3.97 per million MJ), cubic metres (4.10 per million MJ), cubic metres (4.20 per million MJ), cubic metres (5.74 per million MJ) 435 323 307 287 321 86
Treated wastewater discharged to marine water bodies Daily average in cubic metres cubic metres N/A N/A N/A 47 79 86
Wastewater discharged to sewage Cubic metres 2088830 89
Wastewater discharged to sewage Daily average in cubic metres cubic metres N/A N/A N/A 239 241 86
Water Consumption per Million MJ of Town Gas Produced (Hong Kong) m³ per million MJ of town gas 38.4 37.6 37 39.4 40.5 45
Water Sales million tonnes 424 433 455 19
Water consumption Cubic metres 3731565 89

Description of energy use efficiency target(s) set and steps taken to achieve them.

Indicator Unit 2016 Report Pages
Overall efficiency of Combined Heat and Power System (CHP) with landfill gas at Alice Ho Miu Ling Nethersole Hospital percent more than 80 41

Total packaging material used for finished products (in tonnes) and, if applicable, with reference to per unit produced.

Indicator Unit 2012 2013 2014 2015 2016 Report Pages
Gas appliances polyfoam packaging materials avoided Tonnes 1.52 1.31 1.29 1.56 1.56 87

Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.

Indicator Unit 2012 2013 2014 2015 2016 Report Pages
All Hong Kong staff - Full-Time Number 2266 2310 2331 2380 2392 82
All Hong Kong staff - Part-Time Number 77 61 79 110 116 82
By age group - 26-35 Number 330 364 388 385 372 82
By age group - 36-45 Number 632 563 499 491 487 82
By age group - 46-55 Number 876 915 947 940 909 82
By age group - <26 Number 109 116 106 118 126 82
By age group - >=56 Number 319 352 391 446 498 82
By employee category - General staff Number 1255 1341 1333 1321 1322 82
By employee category - Middle management Number 792 744 768 820 831 82
By employee category - Senior management Number 219 225 230 239 239 82
By gender - Female Number 466 485 484 498 505 82
By gender - Male Number 1800 1825 1847 1882 1887 82
Employee age group 26-35 % 14.9 10.4 18.6 14 14.8 83
Employee age group 36-45 % 2.6 4.5 6.6 3.6 6.1 83
Employee age group 46-55 % 1.9 2.7 3.4 2.4 3.4 83
Employee age group <26 % 23.9 33.8 22.5 26.8 21.3 83
Employee age group >=56 % 1.3 3.6 3.2 2.9 3.4 83
Employees aged 26-35 Number 16468 90
Employees aged 36-45 Number 13964 90
Employees aged 46-55 Number 9961 90
Employees aged <26 Number 4656 90
Employees aged >=56 Number 1740 90
Employees as at 31 December Number 39142 42294 44257 45292 46803 90
Female employees Number 14844 90
Full-time employees Number 46789 90
General staff employees Number 41375 90
Male employees Number 31945 90
Middle management employees Number 4485 90
New Recruitment - By age group - 26-35 Number 766 91
New Recruitment - By age group - 36-45 Number 465 91
New Recruitment - By age group - 46-55 Number 260 91
New Recruitment - By age group - <26 Number 320 91
New Recruitment - By age group - >=56 Number 42 91
New Recruitment - By gender - Female Number 501 91
New Recruitment - By gender - Male Number 1352 91
New Recruitment - Total Number 1853 91
New Recruitment Female Number 56 63 42 58 56 83
New Recruitment Male Number 113 111 140 145 144 83
New Recruitment Total Number 169 174 182 203 200 83
New Recruitment by age group 26-35 Number 63 70 73 64 71 83
New Recruitment by age group 36-45 Number 33 22 37 36 34 83
New Recruitment by age group 46-55 Number 16 26 25 21 22 83
New Recruitment by age group <26 Number 55 50 37 48 56 83
New Recruitment by age group >=56 Number 2 6 10 34 17 83
Part-time employees Number 14 90
Ratio of male to female – General staff Ratio 4.3 3.9 4 4.3 4.3 82
Ratio of male to female – Middle management Ratio 3.4 3.7 3.6 3.3 3.2 82
Ratio of male to female – Senior management Ratio 3.9 3.5 3.5 3.2 3.4 82
Ratios of standard entry level wage by gender compared to local minimum wage at significant locations of operation all standard entry level wages fulfilled the regulatory requirement 97
Senior management employees Number 929 90
Total Headcount - Hong Kong gas business Number 1943 1966 1972 1999 2019 82

Employee turnover rate by gender, age group and geographical region.

Indicator Unit 2012 2013 2014 2015 2016 Report Pages
Average turnover of workforce % 2.3 90
Average turnover of workforce (Hong Kong gas business) % 4.6 5.1 6.4 4.8 5.8 82
Average turnover of workforce (all Hong Kong staff) % 4.9 6 7.5 5.8 6.7 82
Turnover Rate by gender - Female % 8.8 11.4 10.9 9.4 9 82
Turnover Rate by gender - Male % 4 4.6 6.6 4.9 6 82
Turnover rate by age group 26-35 % 2.7 90
Turnover rate by age group 36-45 % 1.9 90
Turnover rate by age group 46-55 % 1.7 90
Turnover rate by age group <26 % 3.5 90
Turnover rate by age group >=56 % 1.8 90
Turnover rate by gender - Female % 1.9 90
Turnover rate by gender - Male % 2.5 90

Number and rate of work-related fatalities occurred in each of the past three years including the reporting year.

Indicator Unit 2012 2013 2014 2015 2016 Report Pages
Accident Frequency Rate (Hong Kong) 0.19 0.24 0.22 0.29 0.19 58
Accident Incidence Rate (Hong Kong) 2.5 4.9 4.4 5.3 4.1 58
Accident incidence rate Number of reportable accidents per 1000 employees 2.5 4.9 4.4 5.3 4.1 81
Accidents – all industrial injuries Number 10 15 14 19 13 81
Fatal Accidents (Hong Kong) 1 58
Fatal accidents Number 1 1 2# 81, 89
Number of Accidents – all industrial injuries (Hong Kong) 10 15 14 19 13 58
Number of Reportable Accidents (Hong Kong) 7 12 12 15 12 58
Occupational diseases rate Number of incidents per 100000 man-hours N/A N/A 81
Reportable accidents Number 7 12 12 15 12 81
Serious gas-related accidents Number 16 12 14 14 13 89
Traffic accident injury rate Number of traffic accident injuries per 100 vehicles 3.74 1.47 1.68 1.68 3.36 81

Lost days due to work injury.

Indicator Unit 2012 2013 2014 2015 2016 Report Pages
Accident frequency rate Number of accidents per 100000 man-hours 0.19 0.24 0.22 0.29 0.19 81
Industrial injury man-days lost Number of man-days 111 194 132 1676 3653.5 81, 89
Number of Industrial Injury Person – days lost (Hong Kong) days 111 194 132 596 576 58

Description of occupational health and safety measures adopted, and how they are implemented and monitored.

Indicator Unit 2012 2013 2014 2015 2016 Report Pages
Average emergency team arrival time in Hong Kong minutes 25 6
Regular safety inspections – home visits Number 1114409 1021089 1247727 1236796 1312275 81
Trench inspections Number (sites) 17599 13675 16390 14044 12606 81

The percentage of employees trained by gender and employee category (e.g. senior management, middle management).

Indicator Unit 2012 2013 2014 2015 2016 Report Pages
External staff environmental training Hours 1120 818 349 386 431 87
External staff safety training Hours 6720 6181 6385 4991 4612 81
In-house staff environmental training Hours 1951 1420 1012 865 1653 87
In-house staff safety training Hours 20254 17822 19726 17558 19482 81
Safety training Hours 904211 906691 89

The average training hours completed per employee by gender and employee category.

Indicator Unit 2012 2013 2014 2015 2016 Report Pages
Average training hours and % of employees received training Female Hours (%) 13.7 (94.3) 15.8 (63.1) 14.7 (67.9) 9.4 (44.6) 9.6 (70.3) 83
Average training hours and % of employees received training General staff Hours (%) 8.9 (94.6) 6.4 (54.2) 7.1 (62.1) 6.8 (27.7) 3.5 (35.6) 83
Average training hours and % of employees received training Male Hours (%) 13.9 (92.8) 13.4 (66.0) 8.4 (65.7) 7.6 (40.3) 5.8 (43.3) 83
Average training hours and % of employees received training Middle management Hours (%) 16.4 (94.2) 21.9 (75.4) 12.8 (67.6) 8.7 (53.7) 10.7 (63.4) 83
Average training hours and % of employees received training Senior management Hours (%) 33.0 (97.7) 32.6 (96.4) 14.1 (87.5) 12.6 (75.1) 9.5 (73.2) 83
Employee Performance and Career Reviews Female % 74.2 75.3 79.8 74.5 79.8 83
Employee Performance and Career Reviews General staff % 81.4 82.2 82.2 83.6 81.9 83
Employee Performance and Career Reviews Male % 85.5 89 87.1 88.8 87.1 83
Employee Performance and Career Reviews Middle management % 86.7 93.4 91.8 90.1 92.4 83
Employee Performance and Career Reviews Senior management % 80.8 85.3 83.9 82.8 82 83
Employee Performance and Career Reviews Total % 83.2 86.1 85.5 85.8 85.6 83
Training Hours (HSE training excluded) Average Hours 13.8 13.9 9.7 8 6.6 83
Training Hours (HSE training excluded) Total Hours 31349 32186 22611 19069 15753 83

Number of suppliers by geographical region.

Indicator Unit 2014 2015 2016 Report Pages
City-gas customers in mainland China million 23 6
Number of Water Customers, million as of 31 December million 1.04 1.12 1.19 19

Percentage of total products sold or shipped subject to recalls for safety and health reasons.

Indicator Unit 2014 2015 2016 Report Pages
Gas Sales billion m³ 15.2 15.5 17.1 19

Number of products and service related complaints received and how they are dealt with.

Indicator Unit 2012 2013 2014 2015 2016 Report Pages
Customer complaints (Towngas Headquarters) Number 7 16 8 6 13 88
Customer compliments (Towngas Headquarters) Number 6090 6026 5894 6766 6930 88
Number of Bauhinia gas appliances sold units 750000 19
Number of City-gas Customers, million as of 31 December million 19 20.9 23.1 19
Number of Customer Service Centres centres 244 19
Number of city-gas customer accounts served accounts 23000000 19

Description of anti-corruption training provided to directors and staff.

Indicator Unit 2012 2013 2014 2015 2016 Report Pages
Training Hours (HSE training excluded) Anti-corruption Hours 93.75 128.75 155 300 200 83

Focus areas of contribution (e.g. education, environmental concerns, labour needs, health, culture, sport).

Indicator Unit 2012 2013 2014 2015 2016 Report Pages
Employees participating in voluntary services Number 1079 918 994 859 830 88
Employees participating in voluntary services (mainland utility business) Number 6150 7240 8341 9016 91

Resources contributed (e.g. money or time) to the focus area.

Indicator Unit 2012 2013 2014 2015 2016 Report Pages
Annual economic benefits (Carbon Reduction Competition 2016, mainland China) RMB1.6 million 45
Charitable donations made by the Group HK$ million 7.9 58.6 34.2 7.1 7.1 88
Community safety exhibitions Number 12 12 12 13 12 81
Community safety talks Number 6 5 10 14 10 81
Customer and employee voluntary service hours hours 75588 8
Increase in customer and employee voluntary service hours compared with 2010 55% 8
Voluntary service hours (including employees and customers) Hours 68508 72025 79551 75369 75588 88
Voluntary service hours (mainland utility business) Hours 505722 103875 82280 93701 91

The types of emissions and respective emissions data.

Standard Indicator Unit 2016
NOâ‚“ Emissions tonnes 149.8
PM10 Emissions tonnes 0.27
SOâ‚“ Emissions tonnes 98.4

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 2012 2013 2014 2015 2016
Direct GHG Emissions (Scope 1) tonnes CO2-e 797000 804000 728000 927000 859000
Indirect Energy Emissions (Scope 2) tonnes CO2-e 258000 284000 300000 378000 399000
Total GHG Emissions tonnes CO2-e 1055000 1088000 1028000 1305000 1258000

Total hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).

Standard Indicator Unit 2012 2013 2014 2015 2016
Hazardous Waste (Liquid Waste) Litres 28600
Hazardous Waste (Solid Waste) Tonnes 1134
Total Hazardous Waste Intensity (By Unit Product) kg per million MJ of town gas 1.23 1.94 1.07 0.64 2.1

Total non-hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).

Standard Indicator Unit 2012 2013 2014 2015 2016
Non-Hazardous Waste Recycled tonnes 971 1358.3 1293.4 1577.3 1327.1

Description of emissions target(s) set and steps taken to achieve them.

Standard Indicator Unit 2016 2030
CO2 Emissions Reduction Compared to Last Year tonnes 64000
Target GHG Emissions Reduction Percentage by 2030 Compared to 2005 reduction 60%–65%

Description of how hazardous and non-hazardous wastes are handled, and a description of reduction target(s) set and steps taken to achieve them.

Standard Indicator Unit 2012 2013 2014 2015 2016
Plastic Waste Reduction Compared to Last Year Number None -55 116 897 -906
Plastic Waste Reduction Percentage Compared to Last Year % -5.675954592363261 12.691466083150985 87.0873786407767 -47.01608718214842

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 2016
Diesel Fuel Consumption GJ 82204
Fossil Fuel Consumption GJ 621744
LNG Consumption GJ 465110
Purchased Electricity GJ 1567187
Total Direct Energy Consumption GJ 621744
Total Energy Consumption GJ 11905519
Total Indirect Energy Consumption GJ 1567187
Total Non-Renewable Fuel Consumption GJ 621744
Unleaded Petrol Consumption GJ 68430

Water consumption in total and intensity (e.g. per unit of production volume, per facility).

Standard Indicator Unit 2012 2013 2014 2015 2016
Discharge of Domestic Wastewater cubic metres per year 239 241
Surface Water Discharge cubic metres per day 47 79
Total Wastewater Discharge cubic metres per day 435 323 307 287 321
Wastewater Discharge Intensity cubic metres per million MJ 5.74 4.2 3.97 3.77 4.1
Water Consumption cubic metres 3731565
Water Consumption Intensity (By Revenue) m³ per million MJ of town gas 38.4 37.6 37 39.4 40.5

Total packaging material used for finished products (in tonnes) and, if applicable, with reference to per unit produced.

Standard Indicator Unit 2012 2013 2014 2015 2016
Packaging Material Savings Tonnes 1.52 1.31 1.29 1.56 1.56

Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.

Standard Indicator Unit 2012 2013 2014 2015 2016
Number of Employees in Hong Kong Number 2343 2371 2410 2490 2508
Number of Female Employees Number 466 485 484 498 505
Number of Full-time Employees Number 2266 2310 2331 2380 2392
Number of General Employees Number 1255 1341 1333 1321 1322
Number of Male Employees Number 1800 1825 1847 1882 1887
Number of Middle Management Employees Number 792 744 768 820 831
Number of New Employees Number 169 174 182 203 200
Number of New Employees (Female) Number 56 63 42 58 56
Number of New Employees (Male) Number 113 111 140 145 144
Number of Part-time Employees Number 77 61 79 110 116
Number of Senior Management Employees Number 219 225 230 239 239
Number of Total Employees Number 39142 42294 44257 45292 46803

Employee turnover rate by gender, age group and geographical region.

Standard Indicator Unit 2012 2013 2014 2015 2016
Turnover Rate of Employees Aged 30-50 % 6.3
Turnover Rate of Employees Aged Above 50 % 1.8
Turnover Rate of Employees Aged Below 30 % 3.5
Turnover Rate of Female Employees % 8.8 11.4 10.9 9.4 9
Turnover Rate of Male Employees % 4 4.6 6.6 4.9 6
Turnover Rate of Total Employees % 4.9 6 7.5 5.8 6.7

Number and rate of work-related fatalities occurred in each of the past three years including the reporting year.

Standard Indicator Unit 2013 2014
Number of Work-related Fatalities Number 1 1
Number of Work-related Fatalities (Hong Kong) Number 1

Lost days due to work injury.

Standard Indicator Unit 2012 2013 2014 2015 2016
Lost Days Due to Work-related Injuries days 111 194 132 2272 4229.5
Lost Days Due to Work-related Injuries (Hong Kong) days 111 194 132 596 576

Description of occupational health and safety measures adopted, and how they are implemented and monitored.

Standard Indicator Unit 2015 2016
Total Hours of Safety Training for Employees hours 904211 906691

The percentage of employees trained by gender and employee category (e.g. senior management, middle management).

Standard Indicator Unit 2012 2013 2014 2015 2016
Investment in Environmental Training Hours 3071 2238 1361 1251 2084
Total Cost of Training Hours 29945 25341 27472 23900 26178

The average training hours completed per employee by gender and employee category.

Standard Indicator Unit 2012 2013 2014 2015 2016
Average Training Hours (Female) Hours 13.7 15.8 14.7 9.4 9.6
Average Training Hours (General Staff) Hours 8.9 6.4 7.1 6.8 3.5
Average Training Hours (Male) Hours 13.9 13.4 8.4 7.6 5.8
Average Training Hours (Middle Management) Hours 16.4 21.9 12.8 8.7 10.7
Average Training Hours (Senior Management) Hours 33 32.6 14.1 12.6 9.5
Average Training Hours per Employee Hours 13.8 13.9 9.7 8 6.6
Total Training Hours Hours 31349 32186 22611 19069 15753

Number of products and service related complaints received and how they are dealt with.

Standard Indicator Unit 2012 2013 2014 2015 2016
Complaint Growth Rate Percent 128.57 -50 -25 116.67
Total Number of Customer Complaints Number 7 16 8 6 13

Description of anti-corruption training provided to directors and staff.

Standard Indicator Unit 2012 2013 2014 2015 2016
Total Hours of Anti-corruption Training Hours 93.75 128.75 155 300 200

Resources contributed (e.g. money or time) to the focus area.

Standard Indicator Unit 2012 2013 2014 2015 2016
Number of Volunteer Activities Sessions Number 18 17 22 27 22
Total Public Welfare Donations HK$ million 7.9 58.6 34.2 7.1 7.1
Total Volunteer Service Hours Hours 68508 72025 79551 75369 75588