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 an excellent customer experience.
 

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

Delivering Reliable and Quality Services
Service reliability and public safety are critical to the Group’s businesses. Individual and corporate customers depend upon the Group’s services in telecommunications, ports services, power, energy, water and waste management operations. These businesses have dedicated significant efforts and resources in improving their practices, infrastructure and technologies to prevent interruptions from occurring in the first place. Operational conditions and practices are monitored around the clock and asset maintenance and replacements are instituted to uphold the highest 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 our Infrastructure division achieved over 99.999% supply reliability for 22 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. In order to encourage continuous improvement, 3 Ireland published its first Connected Ireland Report in October 2017, a four-part research project to identify how the Irish public wants mobile services to develop in the future. The second and third part of the report were published in February and June 2018 respectively. In the period between these two reports, 3 Ireland announced a three-year partnership with Jigsaw, the National Centre for Youth Mental Health in Ireland which will see the delivery of eJigsaw, a one-of-a-kind digital portal to support the mental health needs of young people. 3 Ireland will continue to monitor the evolution of Ireland’s economy and society as mobile technologies and services drive transformation in the lives of consumers, workers and citizens.

Enabling Sustainable Options
To deliver sustainable value to stakeholders, the Group continues to invest strategically in research and development on technology. This allows the Group to provide innovative solutions and enable customers to make environmentally responsible choices in how they live and work. Many consumer billings have included e-billing options to reduce paper waste. For instance, HK Electric has implemented an incentive system to promote electronic bill payment services. A new round of e-Bill and Autopay promotion campaign was launched in May 2018 in which a one-off HK$50 incentive was offered to customers that switched to e-Bill and Autopay during the promotion period.

In the area of sustainable sourcing, PARKnSHOP, ASW’s supermarket arm has increased the number of sustainable options for its consumers such as cage free and free range chicken and eggs, organic beef and pork selections and a range of organic vegetables.

Improving Customer Experience
To continuously improve customer experience, members of the Group 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 have been established to handle customer enquiries and complaints at the stores, and staff are trained to professionally address customer concerns. Complaints received are acknowledged, investigated and duly followed up. Reviews and analyses of complaints received are conducted periodically. The lessons learned from these sessions are shared with quality assurance and procurement teams for continuous 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 Customers
CK Hutchison believes accurate and factual product information provides transparency and help customers make informed purchasing decisions. Products are labelled and advertised in compliance with the requirements of the destination countries.

The Group’s commitment to complying with data privacy laws and regulations and protecting the personal information of customers is well supported by its corporate strategies and policies. In ASW, policies on personal data protection are established, and reviewed every half year by its Financial Control Services team with inputs from the relevant Group Functions, such as Legal Department.

Furthermore, robust systems and processes are in place to control the collection, access, update, security and retention of data received, and the processes are audited regularly.

Additionally, awareness campaigns with periodic internal communications, workshops for customer-facing employees, dedicated education website for colleagues are used to reinforce the importance of customer data protection. For example, at Hutchison Ports (UK), workshops and online trainings were delivered to ensure the team is ready for the requirements of the General Data Protection Regulation, which came into effect from May 2018.

Regulatory Compliance
The Group is committed to ensuring its businesses are operated in compliance with local and international laws, rules and regulations. Regulatory frameworks within which the Group operates are analysed and monitored, internal policies are prepared and updated accordingly. Tailor-made workshops are also conducted where necessary so as to strengthen the awareness and understanding of internal controls and compliance procedures of the Group.

The Group was not aware of any incidents of non-compliance with laws and regulations that have a significant impact on the Group concerning product responsibility during the year.