Responding to Product-Related Incidents

In the event that a product-related accident has occurred in the market, Panasonic immediately confirms the facts relating to the incident, and analyzes and verifies its causes. If a product-related incident is deemed to be serious, the group's head office and each of its companies and business sites work together to take appropriate measures to ensure the safety of its customers. Specifically in terms of the first response, the company notifies relevant government bodies, such as the Consumer Affairs Agency, the company president, and senior management, and investigates its plan for responding to the market.

Product Accident Response Flowchart

Product Accident Response Flowchart

Serious Product-Related Accident Information

In Japan, Panasonic publicly reports serious product accidents*1, accidents suspected of being caused by products*2, and accidents for which it has been determined that it is unclear whether a product was the cause*3, based on the Consumer Product Safety Act and Panasonic's basic policies, as laid out in its Autonomous Code of Conduct for Product Safety.

*1 "Serious product accidents" are the following accidents specified in the Consumer Product Safety Act:

  1. Accidents resulting in death;
  2. Accidents resulting in serious injury or illness (injury or illness requiring at least 30 days of treatment), or accidents resulting in permanent injury;
  3. Carbon monoxide poisoning;
  4. Fires (confirmed as such by firefighting authorities).

*2 "Accidents suspected of being caused by products" are defined as follows:

  • Accidents relating to gas devices or kerosene devices (including accidents in which it has yet to be determined whether the product was the cause);
  • Accidents relating to products other than gas or kerosene devices for which it is suspected that the product was the cause. Panasonic promptly releases information on these types of accidents.

*3 “Accidents for which it has been determined that it is unclear whether a product was the cause”
This refers to accidents announced by the Consumer Affairs Agency as accidents for which it cannot be determined whether a product was the cause.
Of these accidents, Panasonic publicly releases information on those for which the Product Safety Group of the Consumer Affairs Council of the Ministry of Economy, Trade and Industry has determined that it remains unclear whether a product was the cause.

* Japanese only

Progress in Response to Incidents Related to FF-Type Kerosene Heaters

Regarding the FF-type kerosene heater incidents, Panasonic would like to sincerely thank everyone who provided their cooperation and support in our product recall.
In 2005, Panasonic undertook emergency measures as a result of product safety incidents involving FF-type kerosene heaters. Twelve winters have passed since we began the groupwide product recall, but we continue to work to prevent the recurrence of any new incidents, led by the staff of the Corporate FF Customer Support & Management Division.
In fiscal 2017, we engaged in activities to find products that have not yet been located, to promote the recall of products from customers who had their units inspected or repaired in the past, and to check the condition of products before the winter arrived.
The search activities—conducted in Hokkaido, Northern Tohoku, and Nagano Prefecture—comprised: (1) resurveying customers who had sent in their units in the past, and (2) examining empty houses.
We also continue to run comprehensive public announcements, particularly at the beginning of winter, which include nationwide newspaper inserts and the utilization of Town Plus, a direct mailing service, to approximately 1.32 million households in cold-weather regions.
In fiscal 2017, we added 327 units to our list of products discovered or confirmed to have been discarded. In total, 117,755 units were recorded, bringing the percentage of total units identified to 77.4%, as of March 31, 2017.
We are still finding products, some of which have been used without repair and without the owners realizing their potential harm. With the help and cooperation of those involved, we will continue our search until we find every last unit.

In addition to our activities to conduct the recall in cooperation with consumers, we are undertaking various initiatives internally: we report on the progress of these activities through the company intranet in monthly reports; we use learning materials based on the incidents at the Product Safety Learning Square, where we educate our employees; and through talks at Product Safety Forums and various other training programs, we strive to pass down the lessons learned from the incidents and to foster a Panasonic Group culture that places product safety first.

Ratio of Identified Units* to Total Units Sold (%)

Ratio of Identified Units* to Total Units Sold (%)

* Identified units include recalled product units, units still in use after inspection and repair, units confirmed to have been disposed of by customers, and so forth.


Panasonic Corporation, Corporate FF Customer Support & Management Division
(Formerly: Matsushita Electric Industrial Co., Ltd.)

Toll-free number:

0120-872-773 (dedicated line in Japan for FF-type kerosene heaters)


9am-5pm (excluding weekends and holidays)
Messages can be left on an answering service outside these hours.

Toll-free fax number:

0120-870-779 (dedicated line in Japan for FF-type kerosene heaters)

Recall Notices from the Company

In fiscal 2017, Panasonic—publicly acting to prevent accidents—issued recall notices for the following products:

  • Models: Battery for electric assist bicycles, 5 models (Japan)
    NKY449B02 / NKY450B02 / NKY451B02 / NKY486B02/ NKY487B02/ NKY488B02
    Period of manufacture: October 2, 2013 to October 4, 2013

* Japanese only

  • Models: Wall-mounted electric fan, 1 model (Japan)
    Period of manufacture: October 2008 to December 2014

* Japanese only

In addition, Panasonic asked for the public's cooperation in preventing accidents in the use of the following products:

  • Models: Toughpad FZ-G1
    Panasonic issued an alert on its home page, asking customers to either remove the battery from the Toughpad FZ-G1 or use its BIOS utility software. *1

* Japanese only
*1 Panasonic issued a recall notice in May 2017