Thorough preventive measures are carried out at the Group’s refineries and plants to eliminate quality-related issues and prevent recurrence.

At ENEOS, as part of our quality management efforts at distribution sites, we work with freight companies to ensure that all procedures, from product loading to unloading, are carried out safely and without error.
We are working to prevent accidents through facilities improvements, by continuing with installation of equipment to prevent the mixing of products on tank trucks that transport gasoline, kerosene and diesel, as well as through operational initiatives, such as having both customers and truck drivers present during unloading.
When transporting packaged lubricant products by truck, we work to prevent transport-related issues by having both customers and truck drivers check the destination, product name, packing condition, quantity and appearance during unloading, and also encourage the practice of pointing and calling.

At ENEOS, we work with operators to improve product quality management and customer satisfaction at our service stations.
Product quality management initiatives, including regular inspections of weighing devices, underground tanks and other facilities, are implemented at our service stations. We have also developed a quality management manual to ensure proper day-to-day management to prevent mixing of water and oil products and to improve knowledge and skills in order to ensure quick and appropriate response to product quality issues should they occur.

ENEOS receives valuable feedback from our customers through the ENEOS Customer Service Center. The Center accepts inquiries and complaints about ENEOS by telephone and email, and responses are coordinated with the relevant departments. The Center responds to inquiries with clear, courteous explanations and addresses complaints promptly and in good faith.
The Center shares inquiries and complaints received from customers with the relevant departments via a dedicated IT system to facilitate responses. This dedicated IT system enables the Center to understand the status of responses at any time. If a response is delayed, the system automatically prompts the relevant department to implement a response immediately.
Customer feedback received through the Center is tabulated and analyzed and a report is issued, which is shared with officers and the relevant departments, helping to prevent the recurrence of complaints. In fiscal 2024, we received a total of 23,173 inquiries from customers.
In addition, we have introduced a chatbot service on our website that uses artificial intelligence (AI) to respond to customer inquiries, thereby providing support 24 hours a day, 365 days a year, including outside the business hours of the ENEOS Customer Service Center. To ensure that we provide information that meets customer expectations, we regularly update the responses based on the inquiries received.

The Company and ENEOS comply with laws and regulations in carrying out advertising activities. In addition, for our communication activities using social media, we have established the Social Media Policy and the Social Media Official Accounts Guidelines to ensure appropriate use so as not to infringe on the rights of others, in an effort to achieve better communication with our customers.
In fiscal 2024, there were no cases of violations of advertising regulations or voluntary standards in our corporate advertising activities.