GRI 103-2
Code of Ethics on Confidentiality, Safeguarding, and Use of Inside Information

GPSC’s Code of Ethics on confidentiality, safeguarding, and use of inside information covers the area of protecting customer and business transactions and keeping all data confidential. The company designates the level of privacy and approach for employees to have an understanding of each privacy level as well as the approach to protecting confidentiality at their level of responsibility. More information on the Code of Ethics guidelines on confidentiality, safeguarding, and use of inside information can be found at GPSC’s Corporate Governance Manual and Code of Conduct, page 68.

Corporate Governance Manual and Code of Conduct

The company has implemented strict supervision, protection and safeguarding of customer data, which is considered one of the agreement terms of the purchase agreements, along with the asset management plan, confidential information protection and use of company data. In addition, for the personal information of directors, executives or employees of customers, GPSC has established the use of privacy policy covering companies in the group and partners for strict compliance to protect the personal data and comply with the Personal Data Protection Act B.E. 2562 (PDPA).

In addition, GPSC internal audit department had conducted the audit of data privacy collection process to ensure the company is preparing to act in accordance with PDPA. The scope of audit covers the topics are following:

  1. Personal Data Processing Risk Assessment
  2. Data Governance and Compliance Management consist of responsible person determination, policy communication plan, process and measures for law implementation.
  3. Breach Response

In this regard, GPSC Group had not encountered any violations of customer data and no complaints regarding customer data protection. Moreover, GPSC Group did not use a customer's personal data information to process on the other purposes beside as mentioned in the privacy policy in 2020

Privacy Policy

The company has developed the point of contact which the customers can communicate, complaint, suggest, as well as receive information on the operations of the company with ease and swiftness though these channels as follows.

02-140-4600
555/2 Energy Complex Building B, 5th Floor, Vibhavadi – Rangsit Road, Kwaeng Chatuchak, Khet Chatuchak, Bangkok 10900.
Fulfilling Customer Needs
  • Contacting through the customer relations teams.
  • Monthly meetings to receive reports of products and maintenance plan.
  • Listening to customer’s feedback.
  • Distributing and providing services to all customers in industrial sector.
  • Conducting of customer satisfaction survey at least annually.
Maintaining and Building Customer Relationship
  • Annual customer relations management activities.
  • Monthly meetings to receive reports on products and maintenance.
  • Visiting customer sites.
  • Annual seminars on production efficiency improvement
  • Leisure and sports activities
  • Seminars and visits to power plants.

Organizing Customer Relations Activities with Relevant Company Departments

GPSC places great importance on building good relationships with customers by regularly organizing customer relations activities with GPSC’s responsible parties. These activities are categorized into monthly, quarterly and yearly activities so that GPSC can correspond to the specific needs of each customer group in an appropriate and timely manner.

  • Monthly Activity – Rotating meeting that held on customer’s site and conducts on the last Wednesday of each month. The purpose of this activity is to develop sales and production planning as well as to acknowledge the short-term needs of customers.
  • Quarterly Activity – Recreational activity that provides knowledge to every level of customer’s employees.
  • Yearly Activity – Activity that focuses on related to company’s business site visit for exchanging knowledge and idea on business opportunities.

Automatic Energy Monitoring System (EnergyLens Application)

GPSC has developed a software called EnergyLens to help customers monitor their electricity and steam consumption more efficiently, while also receiving real-time results, as well as being able to analyze historical usages and other information, such as monthly expense reports, manuals for communicating with the company. All such services can be used on websites, mobile phones and tablets. This digital technology system is a powerful customer relationship management tool for analyzing and collecting critical information. This allows the company to adjust the delivery plan and manage the quantity of products produced for maximum efficiency.

Conducting Customer Satisfaction and Engagement Survey by a Third Party

For continuously improving customer relationship management, GPSC Group assigned a third party to conduct customer satisfaction survey and analysis by surveying level of satisfaction from all customers. GPSC group conducts an annual customer satisfaction and engagement survey through a program termed the GPSC Group Customer Engagement and Survey to determine the level of customer satisfaction and engagement with GPSC Group. The survey will be used to analyze the factors that affect the level of customer satisfaction, as well as engagement and compares the position of the company (Benchmarking) with leading organizations within the same industry in both the national, regional and global level. The results of this survey will reflect the extent of the ability to deliver products and management, which meet the needs of customers through the operations of the company, with six key groups of questions, in order for the company to be able to proactively plan for managing relationships, satisfaction and engagement to more accurately meet customer expectations. The results for customer satisfaction in the past 4 years and target in 2020 are as follows:

  2017 2018 2019 2020 Target FY2020
Customer satisfaction 86 86 86 85 85
Coverage 100 100 100 100 100

Remark: Customer satisfaction was extended to cover Glow’s customers in 2020.

The Six Main Groups of Questions in the Satisfaction Survey

Pre-sales & Sales Stage
Quality of Products & Reliability of Distribution Network
Billing and Invoicing
Maintenance and Planned Service Outage
Request and Complaint Management
Customer Engagement after Service Set-up

The results of the survey will be reported through a meeting of the Management Committee (MC) of the company, which is chaired by the President and Chief Executive Officer. Key issues that need to be addressed are reported from each customer satisfaction survey and jointly sought to resolve each issue, complaint/ feedback from customers, in order for the relevant departments to act urgently.

Revised as of February 2021

The above content has been produced in accordance with the Global Reporting Initiative (GRI Standards) sustainability reporting standard, validated by third parties and provides limited assurance of reporting information (Limited assurance).