NIGERIAN NATIONAL PETROLEUM CORPORATION

SERVICE DELIVERY CHARTER

SEPTEMBER, 2007

INTEGRATED CHARTER AND SERVICE PROFILE OF NIGERIAN NATIONAL PETROLEUM CORPORATION

1. NAME OF PARASTATAL
NIGERIAN NATIONAL PETROLEUM CORPORATION (NNPC)

2.

ADDRESS OF PARASTATAL
NNPC TOWERS HERBERT MACAULAY WAY CENTRAL BUSINESS DISTRICT PMB 190, GARKI, ABUJA, NIGERIA.

3.

GROUP MANAGING DIRECTOR

ENGR. ABUBAKAR. L. YARADUA TELEPHONE No. 09-2348191 09-2348219

4.

NODAL OFFICER
MRS A.M. AKINDELE PHONE No.09-4608I318

[email protected]

PURPOSE OF CHARTER
This charter is NNPCs response to the Federal Governments drive towards change in service delivery culture. It is designed to create public awareness of the services and

products of the Corporation. It also describes NNPCs Customers expectations as well as the Corporations expectations from the Customers. The Corporation is committed to ensuring that Nigerians get value from the nations Hydrocarbon resources. The Corporation is therefore committed to serve Nigerians

according to the aims and objectives of the Service Compact. In view of this, NNPC embarked on a transformation programme in 2004 as a strategic response to challenges of competition, re-engineering, globalization and repositioning towards attaining a world class status of best practices.

CITIZENS CHARTER
Introduction
The Nigerian National Petroleum Corporation (NNPC) was established on April, 1st,1977 under the statutory instrument of Decree No. 33 of same year through the merger of the defunct Nigerian National Oil Corporation (NNOC) and the Ministry of Petroleum Resources.

This decree empowers the Nigerian National Petroleum Corporation to engage in the following: Refining, treating, processing and generally engaging in the handling of Petroleum for the manufacturing and production of petroleum products and its derivatives. Carrying out research in connection with petroleum and its derivatives. Effecting governments contractual agreements and obligations in the petroleum sector. Generally engaging in activities that will enhance the petroleum industry in the overall interest of the country. Undertaking such activities as may be necessary or expedient for giving full effect to the provisions of the Decree establishing the Corporation.

NNPCs major upstream activities include among others, management of government interests in the oil industry and direct exploration and production of crude oil and gas. In the downstream, the corporation is involved in petroleum refining and distribution of petroleum and petrochemical products

1.0 VISION
THE NIGERIAN NATIONAL PETROLEUM CORPORATION WILL BE A WORLD CLASS OIL AND GAS COMPANY DRIVEN BY SHARED COMMITMENT TO EXCELLENCE.

2.0 MISSION
NNPC IS AN INTEGRATED OIL AND GAS COMPANY ENGAGED IN ADDING VALUE TO THE NATIONS HYDROCARBON RESOURCES FOR THE BENEFIT OF ALL NIGERIANS AND OTHER STAKEHOLDERS.

3.0 OUR VALUES

1. 2. 3. 4. 5. 6. 7. 8. Patriotism Industry/ Hard work Loyalty Trust Integrity Accountability Transparency Commitment to NNPC

4.0. SCOPE OF ACTIVITIES

Oil exploration and production Refining and products movement, Marketing and retailing of petroleum products

. Petrochemicals development
Gas development and utilization

Oil and gas research and development Oil and gas engineering Monitoring/supervision of government investments in the Upstream-sector Marketing of Nigerias accruable crude Increase the National content in the Oil and Gas Industry. Integrating the agricultural sector with the downstream Petroleum Industry through Renewable Energy Initiative.

5.0. OBJECTIVES
To attain World Class Status, the Corporation is aggressively continuing with the pursuit of its set objectives as follows: Achieve crude oil reserves base of 38 billion barrels by 2008 and 40 billion barrels by 2010. Attain and sustain productivity level of 3.5 million barrels per day by 2008 and 4.50 million barrels by 2010.

End Gas flaring by 2008 and develop domestic gas market to generate as much revenue from gas as from oil through the implementation of the Gas master plan. Improve capacity utilization of the refineries from the present 75% to above 95% and plant reliability by rehabilitating critical plants, pipelines and equipment in the downstream sector. Attain 70% Nigerian content by 2010 through the implementation of a viable oil and gas supplier upgrade programme for targeted materials and equipment to be manufactured locally. Improve supply and distribution performance and thereby eliminate fuel shortages. Drive and sustain the renewable energy initiatives by harnessing agricultural potentials in the country Militate against community interference through constructive dialogue with various stakeholders and development of sustainable community relations agenda.

6.0 DETAILS OF SERVICE

The decree establishing the parastatal (NNPC) empowers it to develop Nigerias hydrocarbon resources for the benefit of Nigerians, namely: Explore and produce crude oil in Nigeria and beyond. Explore and produce gas and condensate in Nigeria and beyond. Market Nigerias crude oil and gas. Refine crude oil, distribute and market petroleum products. Protect the environment in the course of its operations. Facilitate integration of the oil and Gas industry with the Agricultural sector of the Nigerian Economy
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 Ensure compliance with the Nigerian Content policy in the oil and gas industry. Enhance the benefits accruing to the federation from its investment in the oil and gas industry.

The clients of the NNPC are diverse as the Corporation interfaces with almost all sections of the Nigerian Economy. Our clients include the following: HOST COMMUNITIES OIL TRADERS OIL PROSPECTING COMPANIES ALL MINISTRIES, PARASTATALS AND AGENCIES MULTINATIONAL OIL COMPANIES ALL MAKERS OF PLASTICS AND SYNTHETIC PRODUCTS IN NIGERIA PHARMACEUTICAL COMPANIES, HOSPITALS/ MEDICAL LABORATORIES ALL OIL COMPANIES, OIL SERVICING COMPANIES AND ENGINEERING COMPANIES FACTORIES IN NIGERIA ALL SUGARCANE AND CASSAVA FARMERS IN NIGERIA GAS COMPANIES POWER HOLDING COMPANYOF NIGERIA ( PHCN) INDEPENDENT POWER PRODUCERS (IPP) CENTRAL BANK AND COMMERCIAL BANKS ALL CONSUMERS OF PETROLEUM PRODUCTS

7.0 NNPC CLIENTS/CUSTOMERS

GRIEVANCE REDRESS PROCESS

This is the right to be served right and to be heard if not satisfied with any service. In case of service failure from any of our service frontlines, the grievance redress procedures given below should be followed.

HOW TO COMPLAIN
Written or verbal report of event leading to service failure. Written or verbal report on identified or perceived cause of service failure. Written or verbal suggestions on how to improve services.

All grievances will be acknowledged within 48 hours, thereafter an appropriate response and resolution will be given expeditious attention. WHERE TO SEND COMPLAINT(S) OR SUGGESTION(S)
In the event that a customer or client has any grievances, or suggestions, he should approach the Office of GMD NNPC, BLOCK A, 11th FLOOR, NNPC Towers, Abuja.

FOR MORE INFORMATION ON NNPC, PLEASE VISIT OUR WEBSITE AT www.nnpcgroup.com

8.0 NNPC EXPECTATIONS FROM CUSTOMERS

In order for NNPC to provide the above services effectively and efficiently, the entire NNPC machinery expects the following from customers: Acquaintance with the NNPC Charter Abiding by NNPC rules, procedures and guidelines in obtaining services.

Stakeholders respect and protection of NNPC installations. Prompt Report of acts of Vandalism of NNPC pipelines and installations. Co-operation and understanding from host communities and all other Nigerians. Cordial and peaceful relationships with NNPC. Non-adulteration of petroleum products. Prompt payment for NNPC products and services. Honoring Agreements. Constructive feedback on NNPC activities.

CUSTOMERS EXPECTATIONS FROM NNPC

The Nigerian National Petroleum Corporation imbibing good industry practices renders: Prompt and courteous services. Regular supply of the right quantity and quality of petroleum products. Supply of Gas for power generation, industries and domestic use. Maintenance and preservation of the environment in line with international standards. Accountability for revenue generated from crude oil and gas products. Efficient management of Nigerias investment in oil and gas with joint venture partners. Provision of unlimited access to information on all activities in the sector.

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9. O SERVICE FRONTLINES
1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. NGC (NIGERIAN GAS COMPANY) KRPC (KADUNA REFINING AND PETROCHEMICAL COMPANY) NPDC (NIGERIAN PETROLEUM DEVELOPMENT COMPANY) WRPC (WARRI REFINING AND PETROCHEMICAL COMPANY) PHRC (PORT HARCOURT REFINING COMPANY) IDSL (INTEGRATED DATA SERVICES LIMITED) PPMC (PIPELINE AND PRODUCT MARKETING COMPANY) HYSON NIG. LIMITED NETCO (NATIONAL ENGINEERING TECHNOLOGY COMPANY) NAPIMS (NATIONAL PETROLEUM INVESTMENT SERVICES) COMD (CRUDE OIL MARKETING DIVISION) INFPRMATION TECHNOLOGY DIVISION GFAD (GROUP FINANCE AND ACCOUNTS DIVISION) GHR (GROUP HUMAN RESOURCES) GPAD (GROUP PUBLIC AFFAIRS DIVISION) GROUP MEDICAL DIVISION INVESTMENT DIVISION RED (RENEWABLE ENERGY DIVISION) NCD (NIGERIA CONTENT DIVISION) R & D (RESEARCH AND DEVELOPMENT DIVISION) GROUP INSURANCE DEPT. NNPC PENSION FUND LIMITED

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10.0 NNPC ORGANIZATIONAL STRUCTURE

In order to realize its vision and mission as well as provide optimal service to Its customers, the Nigerian National Petroleum Corporation (NNPC) have been structured as follows:

GMDS SUPPORT STAFF GGM, LNG & POWER GGM CSLD GGM CPDD GGM ETD GGM INVESTMENT GGM NIG. CONTENT GGM ITD MD NIKORMA

GROUP MANAGING DIRECTOR NNPC M1

MD NETCO MD HYSON MD PPMC GGM PUBLIC AFFAIRS GGM AUDIT GGM RENEWABLE ENERGY GGM R & D GGM GREENFIELD EXPORT REF. GGM CORPORATE STRATEGY MD NIDAS

GED E&P

GED R&P

GED F&A

GED CS

GGM NAPIMS MD IDSL MD NPDC MD NGC GGM COMD GGM INTL VEN. OPP.

MD PHRC MD WRPC MD KRPC

GGM ACCOUNTS GGM FINANCE GM TREASURY

GGM HR GGM MEDICAL GGM P&G GM INSURANCE GGM LONDON OFFICE

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11.0 HOW AND WHERE TO ACCESS THE SERVICES

To enable the Nigerian National Petroleum Corporation perform its services efficiently, it is structured into ten (10) Strategic Business Unit (SBUs) and several Corporate Service Units (CSUs) as follows:-

STRATEGIC BUSINESS UNITS (SBUS)

NIGERIAN GAS COMPANY LIMITED (NGC)

The Nigerian Gas Company Limited is charged with the development of an efficient gas industry to fully serve Nigerias energy and industrial feedstock needs through an integrated gas pipeline network and also to export natural gas and its derivatives to the West African Sub-region. Managing Director Nigerian Gas Company Ekpan, Warri. Tel: NO. 053 - 254262 Email: [email protected]
Liaison Office

13 Ojuolobun Close Victoria Island Lagos. Tel. No.01-212239

KADUNA REFINING AND PETROCHEMICALS COMPANY

The Refinery was designed to process both Nigerian and imported crude oils into fuels and lubes products. In December 1985, the Fuels section of the Refinery was successfully debottle-necked from 50,000 BPSD to 60,000 BPSD, bringing the total refinery installed capacity to 110,000 BPSD. In March 1988, the 30,000 MT per annum, Linear Alkyl Benzene (LAB) Petrochemical Plant was commissioned. The Petrochemical Plant derives its entire raw materials including utility supplies from the Refinery. Managing Director Kaduna Refining & Petrochemicals Company KM. 16, Kachia Road P.M.B. 2252 Kaduna. Te.No.062-513979 Email: [email protected]

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 NIGERIAN PETROLEUM DEVELOPMENT COMPANY (NPDC)

NPDC took over from Mobil and commenced operation at Abura field (0ML65) with the production of 980 BOPD in 1988. NPDC proposes to drill and complete additional wells whose initial take off production rate is 4,000 BOPD. Another producing field is the Oredo field (OML 111) which commenced production in 1996 with a daily output of 5,000 BOPD. The current daily production is at an average of 75000 BOPD. A flow station located at Oredo with installed capacity of 6,000 BOPD is due for upgrading to 10,000 BOPD. This will allow the production of condensate reservoirs already completed in the field. NPDC production increased to about 61,512.06 bpd of Crude oil in 2006.

Managing Director Nigerian Petroleum Development Company 62 Sapele Road, P.M.B 1262 Benin City. Tel No. 052-251907 Email: [email protected] WARRI REFINING & PETROCHEMICALS COMPANY (WRPC) WRPC was established to efficiently and profitably process crude oil into Petroleum Products,

manufacture and market Petrochemical Products through effective resource utilization. The Refinery, which was commissioned in September 1978 with an initial capacity of 100,000 barrels per stream day of crude oil, was debottlenecked in 1987 to a capacity of 125,000 barrels per stream day.

The Petrochemical plants (Polypropylene and Carbon Black), which were built to optimise the Refinery, were commissioned in March 1988. An HF-alkylation unit was added to the refinery in 1988.

Managing Director Warri Refining & Petrochemical Company P.M.B. 44 Effurun, Warri. Tel No.053-250812 Email: [email protected]

PORT HARCOURT REFINING COMPANY LIMITED (PHRC)

Port Harcourt Refining Company is in business to provide efficient high quality Petroleum Refining services at minimum cost to local and foreign customers and to develop and exploit other related business opportunities.

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PHRC Limited is made up of two refineries. The old refinery commissioned in 1965 with current nameplate capacity of 60,000 barrels per stream day (bpsd) and the new refinery commissioned in 1989 with an installed capacity of 150,000 bpsd This brings the combined crude processing capacity of the Port Harcourt Refinery to 210,000 bpsd. It has five (5) process areas - Areas 1-5. The new refinery is made up of Areas 1-4 while the old refinery is Area 5.

Managing Director Port Harcourt Refining Company Alesa Eleme P.O. Box 585 Port Harcourt. Tel. No. 084-236420-39 Email: [email protected] INTEGRATED DATA SERVICES LIMITED (IDSL)
Integrated Data Services Limited markets quality geophysical and geological Petroleum Engineering Services. The company also acquires quality seismic data for clients on land, swamp and marine environments in Nigeria; Provide commercial seismic data processing services in a manner that will ensure good return on investment; and Profitably carry out geological and reservoir engineering services;

Managing Director Integrated Data Services Limited 36 Ogba Road P.M.B. 1003 Oko Benin City. Tel. No. 052-253325 Email: [email protected] PIPELINE AND PRODUCT MARKETING COMPANY (PPMC) Ensures security of petroleum products to the domestic market at low operating costs; market special products competitively in the domestic and international markets; provide excellent customer service by effectively and efficiently transporting crude oil to the refineries; and moving petroleum products to the market. Managing Director Pipeline & Product Marketing Company NNPC Towers, Block C, 6th Floor, Herbert Macaulay Way,
Central Business District, Abuja. 09-2342522 Email: [email protected]

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 HYSON NIGERIA LIMITED

Hyson is to be an International Petroleum Trading Company with focus on the West and Central African Sub-Region and beyond. The Company serves as a vehicle for the development of Technical expertise on the downstream oil activities and ensure profitable returns to its shareholders.

Managing Director HYSON

Plot 460, Lobito Crescent Wuse 2 Abuja. Laison Office Coscharis Plaza 68A, Adeola Odeku Street P.O. Box 72923 Victoria Island Lagos. Email: [email protected] NATIONAL ENGINEERING TECHNOLOGY COMPANY (NETCO) To provide an effective and reliable engineering base for the NNPC Group and the entire Oil and Gas Industry. Managing Director National Engineering Technology Company Heritage court, Plot 146B Ligali Ayorinde Street, Victoria Island, Lagos. Tel No.01-2611232 Email: [email protected]

CORPORATE SERVICES UNITS (CSUS)

To optimize the benefits accruing to the Federation from its investments in the Upstream Sector of the Petroleum (Oil & Gas) industry.
NAPIMS, in the Exploration & Production (E & P) Directorate is the Upstream arm of NNPC that oversees the Federation investments in the Joint Venture Companies (JVCs), Production Sharing Companies (PSCs) and Service Contract Companies (Scs).

NATIONAL PETROLEUM INVESTMENT SERVICES (NAPIMS)

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NAPIMS is, therefore, set up to earn margin arising from investments in the JVCs, PSCs and SCs with the multinationals and also protect the nation's strategic interests in the JVCs. In addition, NAPIMS engages in frontier exploration services in basins where the multinationals hesitate to venture, like the Chad Basin

Group General Manager National Petroleum Investment Services 8/10 Bayo Kuku Road, Off Alfred Rewane, Ikoyi, Lagos. 01-2670770 Email: [email protected] CRUDE OIL MARKETING DIVISION (COMD) To develop a market strategy that maximizes the value of Nigerian Crude Oil and Gas within prevailing market situations. General Manager Crude Oil Marketing Department NNPC Towers, (Block B, 5th Floor) Herbert Macaulay Way Central Business District Abuja. Tel. No. 0946082500 Email: [email protected]

INFORMATION TECHNOLOGY DIVISION (ITD)

To provide efficient, reliable, and cost effective IT services that exceeds our customers expectations for the benefit of NNPC. Group General Manager Information Technology Division NNPC Towers, (Block B, 3rd Floor) Herbert Macaulay Way Central Business District Abuja. Tel. No. 0946082300 Email: [email protected]

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 GROUP FINANCE AND ACCOUNT DIRECTORATE (GFAD) Finance & Accounts Directorate is committed to providing effective and efficient Management and control of the Corporations financial resources for optimal benefit. Finance & Accounts Directorate NNPC Towers, (Block A, 5th Floor) Herbert Macaulay Way, Central Business District, Abuja. Email: [email protected] GROUP HUMAN RESOURCES DIVISION (HRD) To be a Customer focused Human Resources partner delivering best services to achieve Corporate goals. Group General Manager Human Resources Division NNPC Towers, (Block C, 11th Floor) Herbert Macaulay Way, Central Business District, Abuja. Tel No. 09-2348200 9 Email: [email protected] GROUP PUBLIC AFFAIRS DIVISION (GPAD) The Public Affairs Division of NNPC assists Group Management in building a positive corporate image and supporting the promotion of the business objectives of the Corporation Internationally. Group General Manager Public Affairs Department NNPC Towers, (Block A, 1st Floor) Herbert Macaulay Way, Central Business District, Abuja. 09-2340029 Email: [email protected]
Group Executive Director

To be the best in Health Care Production Industry, by providing curative and diagnostic services, comprehensive occupational health services and preventive health services

GROUP MEDICAL SERVICES DIVISION

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Group General Manager Group Medical Services Division Usuma Street, Maitama District, Abuja Tel. No. 09-4138408 Email: [email protected] INVESTMENT DIVISION To engage in profitable and related Petroleum Businesses at both Domestic and International Levels, Providing high quality Goods and Services to Customers while protecting the environment. Group General Manager Investment Division NNPC Towers, (Block B, 6th Floor) Herbert Macaulay Way, Central Business District, Abuja. Tel No. 09-234374 Email: [email protected]

The Renewable Energy Division (RED) is established to introduce and sustain the production of fuel ethanol and biodiesel from biomass (cassava, sugarcane, soya bean oil, palm oil, etc) and thereby integrating the agricultural sector with the downstream petroleum industry.

RENEWABLE ENERGY DIVISION (RED)

Group General Manager Renewable Energy Division NNPC Towers, (Block B, 6th Floor) Herbert Macaulay Way, Central Business District, Abuja. Tel No. 09-2348232 Email: [email protected]
NIGERIAN CONTENT DIVISION (NCD)

The Nigerian Content Division is for the purpose of driving and monitoring the implementation of the Federal Governments Nigerian Content Policy in the Oil & Gas Industry.
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Group General Manager Nigeria Content Division NNPC Towers, (Block A, 7th Floor) Nigeria Content Division Herbert Macaulay Way, Central Business District, Abuja. Email: [email protected]

To carry out Research, develop Technology and render services to the Oil and Gas Industry. Group General Manager Research & Development Division 49 Moscow Road Port Harcourt. Email: [email protected]
GROUP INSURANCE DEPARTMENT

RESEARCH AND DEVELOPMENT DIVISION (R&D)

The Group Insurance Department is committed to providing quality Insurance and Sound Risk Management Services at reasonable and competitive cost. General Manager Group Insurance Department NNPC Towers (Block D) Herbert Macaulay Way, Central Business District, Abuja. Tel No. 09-46081210 Email: [email protected]
NNPC PENSIONS LIMITED

NNPC Pension fund Limited is a Trust Fund set up to manage NNPC Pension assets for the benefit of all NNPC staff. Managing Director NNPC, Pension Fund Limited Plot 460, Lobito Crescent, Wuse II, Abuja.09-4130954

Email:[email protected]

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