Page 1

Sustainable Impact Through Better Energy SUSTAINABILITY

REPORT 2015


STATISTICS

Over

520 retail outlets

Met and exceeded Awango by Total Solar Lamp

N5m

target in May 2015

st

1

ISO Certified service Station in Nigeria

st 100%

1

solar powered station in Nigeria

30

new service stations across Nigeria


CONTENTS 2 6 9 13

SUSTAINABILITY REPORTING AT TOTAL NIGERIA DRIVING SUSTAINABILITY AT TOTAL NIGERIA PLC 2015 SUSTAINABILITY PERFORMANCE AT TOTAL NIGERIA PRIMARY FOCUS I: CUSTOMER SATISFACTION PRIMARY FOCUS II: EMPLOYEE HEALTH & SAFETY PRIMARY FOCUS III: STRONG ECONOMIC PERFORMANCE PRIMARY FOCUS IV: CORPORATE CITIZENSHIP PRIMARY FOCUS V: ENVIRONMENTAL PERFORMANCE

CONTENTS

21 29 35 37 54

MESSAGE FROM OUR CHAIRMAN


OUR CHAIRMAN’S MESSAGE

MOMAR NGUER Chairman, Total Nigeria Plc

1 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


COMMITMENT TO BETTER ENERGY

As a very visible part of our commitment to better energy, safety is consistent with our ambition of the sustainable development of our businesses. Momar Nguer Chairman, Total Nigeria Plc

Sustainability is the mainstay of any forward looking business in today’s world, and a crucial aspect of that philosophy for us is engagement of the communities with whom we work.

In accordance with our eco-environmental consciousness, the Company embarked on a campaign of upgrading our service stations across Nigeria. Remarkably, we built the first 100% solar powered service station in Nigeria at our Onigbagbo Service Station Ikeja, Lagos followed by Wuse Zone 6 service station in the Federal Capital Territory, Abuja.

Total Nigeria's Corporate Social Responsibility (CSR) strategy is focused on Citizenship, Human, Societal and Local Economic Development, Access to Energy, Education and the Environment. For Total, being responsible means better control of our activities to reduce the negative impacts they may have on people and the environment by adapting preventive technologies and entering into constructive dialogue with our stakeholders. This helps us to better understand our stakeholders' expectations, and where legitimate, work in harmony with the stakeholders to meet these expectations. CSR also means for Total, going beyond our purely business objectives and investing in the growth of our communities. These help us realise our vision of working for shared values and development!

As an energy company poised to continually research into the needs of our customers and ensure satisfaction, we recently launched ourSolar Home Solution (SHS). The SHS is a green and clean alternative energy solution to Industries, homes and businesses. This is in addition to the Awango by Total solar lamp which has made tremendous impact on the homes of average Nigerians. Since its introduction in 2012 into the Nigerian market, the lamp has fast become a household name, meeting the basic clean energyrequirement of Nigerians.

Our societal strategy include initiatives undertaken by Total in order to better integrate its activities into the societal context of our host communities notably by contributing to their human, economic and social development. It helps to create measurable and lasting value for stakeholders. This presupposes our CSR initiatives must be implemented in a climate of respect, listening, continuous dialogue and transparency with our stakeholders.

We make bold to say that despite stringent economic conditions, the Company has stayed well afloat with sustained good performance indicators and confidence on the part of our shareholder. Our market share of 13.5% ensures our leadership position is intact. Our fixed operating cost target of 2015 was met and shareholders confidence was maintained.

We believe that the role of businesses in the sustenance of the society is very crucial; we, therefore, endeavour to carry our actions sustainably in our communities with greater transparency and inclusiveness. As a responsible citizen, we consider the environmental, economic as well as social aspects that are most important to our key stakeholders and that impact our business.

As a very visible part of our commitment to better energy, safety is consistent with our ambition of the sustainable development of our businesses. It is noteworthy to mention that in 2015, the Company's Total recorded Injury rate was zero, a result of the commendable performance from all stakeholders supported by the Company's 12 golden rules and stop card safety initiatives.

As a multinational organisation, we adhere to international best practices and ensure quality and standardisation in all our operations and production processes. This covers our depot operations, our plants activities, and extends to quality service delivery at our over 500 service stations spread across Nigeria.

2 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


We remain focused and committed to customer satisfaction, quality service delivery, stakeholder inclusiveness and commitment to safety and the environment, as we stay committed to better energy!

Momar Nguer Chairman, Total Nigeria Plc

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OUR MANAGING DIRECTOR’S STATEMENT

The objective is to implement actions that will directly address the needs of our stakeholders and have positive impacts on our business. Alexis Vovk Managing Director

At Total, we ensure strict adherence to policies and procedures especially in relation to Corporate Social Investment which is a crucial aspect of the Company's corporate governance. The Corporate Governance Committee, a subcommittee of the Board, reviews the sustainable development actions of the Company based on locally applicable policies and in accordance with international best practices. These reviews are then implemented with the necessary groups/bodies as recommend. The Company in drawing up its Corporate Social Investment initiatives, engages in wide consultations with key stakeholders which include but not limited to: Shareholders, communities, businesses, civil society and government agencies etc. The objective is to implement actions that will directly address the needs of our stakeholders and have positive impact on our business. In designing our CSI actions, we endeavour to integrate our stakeholders concerns in an atmosphere of respect, transparency, listening and continuous dialogue; a critical aspect of our strategy. The Company has standing committees in the communities where it exists. Issues affecting the parties are regularly discussed at these meetings at fixed intervals, mostly quarterly; solutions are proffered, and action plans drawn up and implemented based on the decisions jointly reached. Other similar stakeholder engagement fora are the Customer forum, shareholders periodic meetings, Annual General Meetings, press conferences, student's educational fairs, etc. These levels of engagement guarantees mutual coexistence and harmony between the Company and our stakeholders. Deriving from the stakeholder engagements, we were able to draw up targeted CSI actions to address

identified needs of our stakeholders ranging from Social to Youth and Local economic development concerns. Some of the educational initiatives include our Total Job Shadow program aimed at exposing senior secondary schools students to an actual work environment to guide their career decisions; the Total Graduate internship program (GIS) aimed at harnessing talents and ensuring job placements at the end of the scheme, the Scholarship scheme aims at providing educational support for students of our host communities. Among the economic initiatives are the Total Skills acquisition program for youths where capacity building on their choice vocation is provided for youth from our host communities. These youth are fully set up to operate their own Small Scale Businesses to directly impact their communities at the end of their one year sponsored training; The Awango Resellers SME program (ARSMEP) where some community members are economically empowered to become resellers of the Awango by Total Solar lamps. Our health initiatives include the HIV/AIDS campaign, an annual preventive education campaign on HIV/AIDS where the Company donates comprehensive HIV/AIDS screening equipment to identified government health facilities of the beneficiary state. It also creates awareness among the public on preventive measures of HIV/AIDS alongside free two weeks HIV/AIDS Testing Services (HTS). The initiative is targeted to reach all states of the Nation; to date, 18 states have been covered including the Federal Capital Territory, Abuja. Our Malaria initiative addresses the Malaria preventive health and other wellness activities of our communities as well as that of employees. These health programs are implemented in synergy with our sister Company, Total E&P. The Company also has a social program where it directly sponsors three houses at the SOS Children's Villages in Nigeria, paying fully for the Tuition, Feeding and Clothing of all 30 children annually. Alongside that is the Mentor-a-ChildProgramme where members of staff serve as mentors to each 4

SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


of the sponsored children, impacting these children like they would, theirs. Besides the Company's statutory annual corporate donation to 20 charitable organizations, it also embarks on spot donations in support of other charities and causes. The Total Lead Dealership Scheme is a program aimed at economically empowering our young station attendants to become dealers and business owners, having grown through the ranks of our forecourt business. Similar to the above is the Startupper challenge initiative of the Company where three young entrepreneurs at the end of the day will emerge as winners and get the lifetime opportunity of becoming achieved entrepreneurs via a contest vetted by high level jury members comprised of seasoned Nigerian business entrepreneurs. Safety being a crucial and visible aspect of the Company's sustainable development, goes a long way in reemphasizing our commitment to better energy. Some of our safety initiatives include the Road safety program for school children aimed at ensuring safer roads for the Nigerian kid; we also have the Total Truck drivers training school and Track center located in Ibadan which provides practical and safe drivers training sessions, not only for Total truck drivers, but to all Nigerian drivers who may require the training. Suffice to say that our commitment to better energy is all encompassing as we aim to energize lives of Nigerians, every day with our Corporate Social Investment actions.

Alexis Vovk Managing Director, Total Nigeria Plc

5 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


SUSTAINABILITY REPORTING AT TOTAL Scope and Boundary Over the years, Total Nigeria has often reiterated its commitment to better energy and better lives through its non-financial reports. This annual Corporate Social Responsibility report has often served as a testament to the impact Total has made in the lives of many, and as such, has typically focused on social investments. However, in recognition of the need for more transparent and standardized reporting, we have elected to adopt the Global Reporting Initiative (GRI) G4 framework, simply because we want to report on what matters, where it matters and to whom it matters. Whilst in 2014, we attempted to increase the scope to include stakeholder relationship management and environmental concerns along with our community development initiatives, we have written the 2015 report spanning from January to December guided by the principles of the Global Reporting Initiative G4 framework. In doing so, you can expect that this report shows a true reflection of our most critical stakeholders' concerns, discovered through extensive stakeholder engagement, and our responses as a business. While we understand the importance of accountability and transparency, we have been limited in our ability to assure the report this year, but are hopeful that future reports might contain comprehensive Assurance statements. This report will, therefore, showcase our growth across economic, social and environmental metrics, and across various bases of operations, all within Nigeria. For more information on our sustainability journey, all enquiries should be directed to: Albert Mabuyaku Corporate Affairs Manager Total Nigeria Plc Total House 4, Churchgate Street Victoria Island, Lagos aomabuyaku@total.com.ng

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EXECUTIVE COMMITTEE AT TOTAL NIGERIA PLC

Alexis Vovk Managing Director

Jeff Nnamani ED (Strategy)

Femi Babajide GM (Sales & Marketing)

Momar Nguer Chairman

Bunmi Popoola-Mordi GM (Human Resources & Corporate Services/ Company Secretary)

Olagoke Aluko GM (Operations)

Wilfred Konde Executive Director (Finance & Development.)

Rabiu Abdulmutalib GM (Health Safety Environment & Quality Division)

Viken Najarian Specialty Project Manager

7 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


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DRIVING SUSTAINABILITY AT TOTAL NIGERIA PLC Total Nigeria at a Glance Downstream Industry Leader car maintenance and care, solar products sales, and energy home solutions.

Over the course of 50 years, Total Nigeria Plc (RC 1396) has built its reputation as the market leader in the downstream sector of the Nigerian oil and gas industry. As a marketing and services outlet of the Total Group which has operations in over 130 countries, Total Nigeria has maintained its commitment to creating better lives through cleaner energy, more so after a successful merger in September 11, 2001. The share capital of the company after the merger is presently N169,761,000 made up of 50,000 ordinary shares authorized and fully paid up, with Nigerian Citizens, Associations, and others holding 38.28% of the share capital.

Over the course of the reporting year, we took advantage of opportunities to optimising growth by growing our operations to accommodate 30 new service stations, with 204 stations undergoing alterations and maintenance, and 10 stations closed. The resulting increase in efficiency served to boost our market penetration and further validated our leading position in the industry.

Our presence across Nigeria Having become the trusted provider nationwide, Total Nigeria Plc (Total Nigeria) has expanded into the Eastern, Western and Northern territories of Nigeria. Our various operations span across the following states Abuja, Kaduna, Kano, Port-Harcourt, Benin, Lagos North, Lagos South and Ibadan. Optimising opportunities for growth At Total Nigeria, customer satisfaction remains a core focus of our sustainability drive. Our customers (consisting of the private, corporate and industrial sectors) are, therefore, treated to a wide range of quality products and services. These include petroleum products, LPG, lubricants, car products, insecticides, shopping at café Bonjour shops, e-shop, Total Card, premium

KADUNA ABUJA

KANO PORTHARCOURT

IBADAN

BENIN

LAGOS NORTH

LAGOS SOUTH

·3 Lubricant Blending Plants ·5 LPG bottling plants ·5 depots ·Distribution plants and warehouses

19

500

·Cafe Bonjour ·Auto Express and Auto Clean Deluxe services

Customer Service Centers

Service Stations

9 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015

Industrial Outlets


COMMITTED TO SUSTAINABLE DEVELOPMENT

Mission

To sustain this objective, our commitment is to constantly strive to improve our productivity so as to build and sustain a work culture that is firmly rooted in professionalism, respect for employees, internal efficiency and dedicated service.

We are in business to ensure total customer satisfaction by the creation of quality products and services with a strong commitment to safety and respect for the environment and the sustainable development of resources!

This objective drives all our corporate actions and the mutual acknowledgment of them by our partners forms the basis for our business relationships.

Core Values With a passion to create better lives through innovative and cleaner energy solutions, we inculcate the values of: ·

Health, Safety and Environmental Protection: All staff and the company's associates must place this value above all other considerations in their daily activities

·

Diligence and professionalism: This company believes in consistent hard work and commitment to duty which must be performed with the highest professional standards

·

Respect for employees: Patience, tolerance and understanding of each other's beliefs, opinions and differences is at the heart of this corporate value

·

Loyalty: Employees are expected to protect, defend and enhance the company's image and reputation. Loyalty implies commitment to the company's objectives

·

Integrity: High premium is places on the personal integrity of employees. All staff must therefore avoid situation that may create conflicts between their personal interest and those of the company 10 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


COMMITTED TO BUSINESS ETHICS We maintain the highest level of commitment to ethical business practices across our operations, whilst holding all our stakeholders – internal and external – accountable to these standards. In addition to the Code of Conduct, Anti-corruption Policy, and HSEQ Policy which are intermittently reiterated to our stakeholders on diverse platforms of engagement, 2015 saw the commissioning of the 'Complaints Management Policy' implemented in compliance with the Securities and Exchange Commission (SEC) Management Framework of the Nigerian Capital Market rule no. 10 (a) relating to complaints handling. The policy – which has been approved by the highest level of governance ( the Board) has been adopted as an internal procedure. It has been designed to minimize damage to our reputation and reduce the risk of litigation by handling complaints from our shareholders or investors in a timely, effective and consistent manner.

...and to Strong Corporate Governance Total Nigeria maintains a responsible attitude towards corporate governance. Thus, in line with international best practice and established codes of conduct, the Board of Directors at Total Nigeria have established committees comprising top level of executives to monitor our activities across board.

Chairman

Board of Directors

Managing Director

Corporate Governance Committee

Diversity Committee

Audit Committee

11 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


The Adam Smith Best-in-Class Treasury Solution in Africa Award Total Nigeria Plc entered in 2015 for the Adam Smith Best in Class Treasury Solution in Africa Award 2016 and emerged overall winner. For the organisers of the award, Treasury Today, “The Adam Smith Awards are the ultimate industry benchmark for achievement in Corporate Treasury. The standard for the submissions was of very high level with 219 nominations spanning across 19 countries”. This laudable achievement clearly stands Total Nigeria plc out as an organisation with a seasoned crop of teams that possess in-depth knowledge of their field of expertise, especially in Corporate Treasury and Information Systems. While nominating Total Nigeria Plc for this year's award, Citi Bank acknowledged that “Treasury Today's Adam Smith Awards is the largest corporate treasury awards programme and recognises the very best and brightest in the industry. The panel of judges again looked for solutions that truly demonstrated exceptional best practice and innovation in the corporate treasury arena. Now in its ninth year, an Adam Smith Award is the ultimate industry benchmark for corporate achievement...” Total Nigeria Plc indeed came out tops, truly demonstrating exceptional best practice and innovation with its E-bills / Auto-Receipting solutions implemented in 2015. Total Nigeria Plc, along with Citibank, as her nomination partner on this award will be presented with the Adam Smith Crystal award at a Gala Presentation Lunch on Thursday 16th June, 2016, at Gibson Hall in London. The team has this to say on the award and what it means to them.

Mr. Wilfried Konde, Executive Director (Finance and Development): “The award certifies that in Total Nigeria in general and especially in the Finance Division, we have talented, innovative, cross-functional and dedicated staff. It is an international recognition which we are very proud of. We have worked very hard to develop this solution that resulted in material savings for the company, that strengthens the internal control and that simplifies our cash management process. The award is also an incitement to continue the innovation journey. Congratulations to my team. I am so proud of leading such a team”. Mr. Ajose, Treasurer: “This is an innovation and best practice Award. It is adapting technology to best performance. Apart from classifying the Treasury of Total Nigeria Plc top on industry benchmark, the implementation of the projects has proven to be of immense benefit to Total Nigeria Plc. To me, it is a dream come true. Congratulations to all members of my team”.

We have talented, innovative, crossfunctional and dedicated staff.

The implementation of the projects has proven to be of immense benefit to Total Nigeria Plc.

Mr. Ola Abiose, Information Tech. Manager: “This indeed is a result of hard work, determination and meticulous planning, a synergy of technology and performance for enhancement of business processes. I feel quite fulfilled to see the joint efforts from our teams yield desired results and being recognized as best practice. I like to say congratulations to my team for this outstanding and innovative project. Together, we won”.

12 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015

I feel quite fulfilled to see the joint efforts from our teams yield desired results andbeing recognized as best practice


2015 SUSTAINABILITY PERFORMANCE AT TOTAL NIGERIA Our Sustainability Approach At Total Nigeria, our ultimate goal is to balance the economic, social and environmental impacts of our operations to create shared value for all our stakeholders. In our efforts to do this, we have hitherto focussed on our CSR initiatives to achieve this, but in 2015 we adopted a more holistic strategy that was premised on extensive stakeholder engagement. Through this, we were able to identify crucial needs in each out of priority pillars, and as such, attend to them over the course of the reporting year. While we still have quite a way to go, we are more than proud that we have already made ample progress and we look forward to more robust engagements and positive milestones in the years to come.

FOCUS AREA Citizenship: human & societal development

COMMITMENT

PRIORITIES

ŸTo achieve zero Ÿ fatalities and recordable rate of industry in all Ÿ our facilities and operations ŸTo create shared values across communities within which we operate

Employee health & safety Corporate citizenship

Ÿ

Ÿ

Ÿ

Ÿ

Ÿ

Local economic development

To confront new challenges & maximize new opportunities in the industry within which we operate

Improvement in the Ÿ supply of production input Ÿ Optimisation of suppliers systems to Ÿ favour operations Improvement in the quality of supplies and reduction in rejects at the production plant Staff to undergo HR Forum and career interview Increased engagement with local communities

Ÿ Entrepreneurship &

Ÿ

Strong economic performance

2016 TARGET

2015 KPIS/ACTIONS

Ÿ

SME support

Ÿ

Ÿ

Ÿ

Access to better energy ŸTo meet the needs of our stakeholders in a and cleaner responsible way while environment controlling our activities ŸTo reduce the negative impacts our activities may have on the people and the environment

Ÿ Ÿ

Customer satisfaction Managing climate for cleaner energy

Ÿ

Ÿ

Build customers' perception of Total Nigeria by responding promptly and adequately to customers' needs Increased reach of Total's Awango Lamps to 1 million sales

Ÿ

Ÿ

Ÿ Ÿ

13 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015

Improve on payment plan to suppliers Injection of newer trucks to the fleet. Reduction of accidents through the deployment of HSEQ parameters – drivers training, Installation of speed limiters on trucks and No-Night-driving policy to be implemented

Achievement of a favourable trading year; improve on the share capital of the Company stock in the stock market Maximization of our market share in each customer site Increase field presence in the customers/business sites by trade executives by 25%, introduction Implementation of e-fuel platforms to optimize the ordering process

Ensure provision of production moulds as necessary to improve rate of supplies Provision of adequate leak testing equipment for plastic Prompt delivery of orders Adequate and prompt supply of inputs


2015 PERFORMANCE HIGHLIGHTS Total Nigeria is very proud to have made history in 2015 by having the first ISO Certified Service Stations in Nigeria. The Western Avenue station and the first solar powered station in West Africa, Total Service Station, Onigbagbo received the ISO 14001:2004 Standard certification by the Standards Organisation of Nigeria (SON). This is of particular importance to us because we are solely committed to conducting our business in a manner that is safe for our employees, neighbours, stakeholders and the environment. Being ISO 14001:2004 certified, is an indication that we are committed to controlling and continually reducing our impact on the environment, particularly through our structured world-class framework and processes. More so, we do our best to comply with local and international HSEQ policies. As such, we are able to align our practices with statutory requirements by carrying out systematic analysis of the impact of our activities on the environment and our neighbouring communities; establishing and documenting relevant health, safety, environment and quality procedures; training employees, service station staff, drivers, transporters and customers on HSEQ standards; carrying out HSEQ audits at all our facilities with proper corrective actions taken to close identified gaps; evaluating environmental performance and taking appropriate actions to continually improve performance. Our long term plan is to expand the scope of stations certified to the ISO14001 standard every two years. This illustrates our commitment to improved environmental performance. In all other areas of our business, we have demonstrated that we are focused on building consumer trust and satisfaction now and in the future.

Awards

Associations and Memberships

1. Winner, e-voting contest & most socially responsible company in the online category The Social Enterprise Report & Awards (SERAs)

Nigerian Employers Consultative Association (NECA): In addition to the position of The Managing Director of Total Nigeria as a member of the governing council of NECA, we are committed to paying an annual subscription

2. Most innovative customer service company in the oil & gas category Nigerian Customer Service Awards

Major Oil Marketers Association of Nigeria (MOMAN): Our strategic membership with MOMAN allows us to leverage on the platform and stay up to date on national policies and regulations

3. Recognition for donations and sponsorships: The Nigerwives Braille Award

Nigerian Business Coalition Against AIDS (NIBUCAA)

14 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


PATROM WHAT IS PATROM? Translated as ''Overseas Road Transport Improvement Program” – is a document established in 2003 to unify the process of Total Transportation Operations in a manner that considers Human Health, Safety, Environment & Quality as paramount priorities to Customer Satisfaction.In 2013, Patrom became the reference document for Total Affiliates in AME, AMO as well as AP. Europe has generally had a consistent Guideline of Transport under the ADR Scheme. Also Patrom symbolizes a continuous process in the quality Spiral below, · The CHECK involves self assessment · The Act is to take all necessary measures · To launch the Plan is to have “Transport Action Plan – TAP” · The DO is to ensure that all plans are implemented.

ACT PLAN Transport Action Plan CHECK

DO

All affiliates within the perimeter of AMO which Nigeria belong to are to integrate into the PATROM procedure, irrespective of whatever level of maturity of their Transport policy. Therefore, Total bases the selection of Transporters base on their ability to comply with its policy on PATROM. PATROM COMPONENTS Below are the key levers of PATROM with few pointed highlights;

1.

LEADERSHIP/MANAGEMENT. Commitment and involvement of the Affiliate's management: management at all levels must engage in the deployment of PATROM Definition and monitoring of the objectives by the Affiliate's Management: the MD of the Affiliate sets yearly transport objectives, independently of the annual performance interview Management Review of the Transport activity: a management review meeting to monitor the objectives and execution of the action plans must be conducted at least twice a year.

2.

TRANSPORT MANAGEMENT Role of the Transport Manager and scope of activity: MD ensures that the Transport Manager (Distribution Manager) is able to accomplish his tasks and carry out his mission, and in particular that he can exercise control over all transport-related activities carried out by the company Training of Transport Manager: Transport organization staff must follow a training program suited to the needs of their functions, and receive re-training at regular intervals Regulatory watch: The regulations and laws governing transport in the country must be known and applied.

3.

HSEQ MANAGEMENT The HSEQ manager (GM HSEQ) must ensure that the affiliate masters all transport activities (e.g loading/unloading operation) and are performed in absolute safety/security The HSEQ Manager (GM HSEQ) must verify that transport activities are well integrated in tools like risk identification and task analysis, accident investigations, security transport plan, crisis management cell emergency transport plan, management of change Risk identification and analysis of critical tasks The emergency transport plan The Crisis Management Cell The security transport plan Analysis of accidents and near-misses.

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4.

VEHICLE MANAGEMENT Vehicle technical specifications: Vehicle under PATROM contract must meet the technical specifications of M & S (Marketing & Services) Acceptance procedure for a new or previously owned vehicle: This shall be carried out according to the technical specifications Vehicle inspection by affiliate: The following regular inspections must be put in place: · Vehicle technical inspection (vetting) · “Safe to load” inspection · Random vehicle inspection.

5.

DRIVER MANAGEMENT Driver initial and periodic training: All drivers must have followed an initial training defined by TOTAL M & S Driver manual: Affiliate must put in place a driver manual with reminders of the subsidiary's HSSE commitment and all rules and instructions to be followed by drivers Installation of monitors: Total Nigeria Plc opened its Drivers Training Facility in the year 2011 in Ibadan (Oyo State), where drivers are sent annually to be trained before they commence driving for Total Nigeria.

6.

TRIPS MANAGEMENT Transport operation invariants: Compliance with speed limits and managing driver fatigue are prime factors for the safety of transport operations Safe to Dispatch: this applies to both the vehicle and the driver Safe to Load.

7.

CONTRACT MANAGEMENT Contract Management: Management of relations with the transporters must be framed by a formal contract Contract contents: all relations with a contractor must imperatively be subject of a transport contract Contract review: this comes under the heading of supplier relations management and, must be organizes at least once a year.

With all the highlights (1-7) above, it is clear that PATROM is set to regulate all transport related activity and ensure that our transport is carried out without posing any danger to our staff, our facilities, other road users as well as protection of the environment. SAFETY FOR ME, FOR YOU & FOR ALL.

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STAKEHOLDER ENGAGEMENT AT TOTAL NIGERIA

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Engaging Stakeholders

At Total Nigeria, we believe every bit of feedback is important to helping us serve better. We, therefore, frequently conduct extensive stakeholder engagement sessions to properly identify key issues, and to ensure that matters are properly prioritised. Over the years, we have found that this has helped us to improve our relationships with our stakeholders, and has guided our business strategy, challenging us to continue to do better. In 2015, we identified and engaged our stakeholders on a regular basis, deploying the appropriate tools for each stakeholder group across various platforms.

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Identifying Our Stakeholders

Shareholders

Employees

Suppliers

Business Partners

Media

Communities

Civil Societies Government Agencies

Regulators

Internal External

How We Engage Our Stakeholders Interviews Reviews Stakeholder Meetings Questionnaires Forum On-site Correspondence Dialogue Negotiations Press conference visits Group Communities Suppliers Government Agencies Regulators Shareholders Employees

Civil Society Media Business Partners

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Assessing our stakeholders' issues: materiality map Based on these frequent engagements, we have identified the following issues as most material to our stakeholders, and this guided our Action Plan for 2016:

Materiality Map

HIGH

Improved procurement policies

Improved communications

Quality products and services Reduction of truck accidents Support to local communities

Reviews feedback & follow up

LOW

IMPORTANCE TO STAKEHOLDERS

Optimized opportunities for growth

Access to energy solutions

Skills development

Improved industrial relations Staff welfare schemes

Timely implementation of lease renewals

LOW

HIGH

IMPORTANCE TO TOTAL’S OPERATIONS

“Over the years, we have found that this has helped us to improve our relationships with our stakeholders...”

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PRIMARY FOCUS I:

CUSTOMER SATISFACTION


Customer Satisfaction Survey Our customers are at the centre of our operations at Total Nigeria. All members of staff carry out their operations daily with the presence of mind that each activity impacts on our customers, and must be handled with the utmost professionalism and responsivity. It is, therefore, no surprise that our 2015 customer survey proved once again that Total Nigeria is indeed the leading downstream oil & gas company in Nigeria. Capturing 600 respondents across our operations in Lagos. Abuja and Rivers, the survey was conducted by MK & I Limited through face-to-face interviews and intercepting customers at our service stations and those of our competitors.

Port Harcourt

33%

45%

Lagos Abuja

22%

27% Competition User

In keeping with the brands' promise to be of exceptional quality, we recorded that Premium Motor Spirit (PMS) and Lubricants account for most of Total Nigeria's patronage. Also, Total Bonjour Shops across the study locations recorded high rates of patronage.

Total User

73%

Majority of Total Product users are loyal to the Total brand with about 52% of our regular customers claiming to have been with Total for over 3 years.

52%

Regular customers have have been with Total for

over

3 years. 22 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


Approach to Serving Customers When our customers come in contact with us, we want them to leave with the feeling that they can associate with a brand that is focused solely on their needs. We, therefore, ensure that all representatives of Total Nigeria that deal with our customers are well trained, knowledgeable about our products and services, and accord our esteemed customers the deserved respect. On a scale of 1 - 10, we scored well over 8 points in all categories that were measured and maintained our position above the competition. General Approach to Serving Customers - Brand Category Competition User

Total User

8.6 8.5 8.4 8.3 8.2 8.1 8 7.9 7.8 7.7 7.6 7.5 Easy to deal with

Being Knowledgeable about product and service

Staff communication in a courteous manner

Staff communication in a courteous manner

Staff that attend to you are well trained

Staff being well dressed/ presentable

General Approach to Serving Customers - Location Lagos

Abuja

Port Harcourt

9.04

8.6

9.02

8.87

8.5 8.4 8.3

8.38

8.38

8.2 8.1 8 7.9 7.8

8.95 8.23

8.98 8.07

8.89

8.34

8.17

8.21

7.85

7.82

7.8

7.7

7.89

7.75

7.6 7.5 Easy to deal with

Being Knowledgeable about product and service

Staff communication in a courteous manner

Staff communication in a courteous manner

Staff that attend to you are well trained

23 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015

Staff being well dressed/ presentable


Reputation and Image Our customers' perception of our ability to deliver on products and services is of utmost importance to us. We are, therefore, dedicated to ensuring that we remain the market leader by constantly improving our value proposition and maintaining an established standard of excellence. Reputation & Image - Brand Category Competition User

Total User

8.38 8.32

8.27 8.26

8.22 8.06

8.19

8.06

8.14 8.03

8.02 7.84

Having a reputation as a leading oil/petroleum service company

Being trustworthy

Having a wide range of products & services to suit your needs

Being innovative

Being the right partner for your oil/ petroleum needs

Offering customers easy access through conveniently located service sations

Reputation and Image - Location Lagos

Abuja

Port Harcourt

8.98

8.95

8.86

8.92 8.22

7.83

7.88

7.81

7.75

Having a reputation as a leading oil/petroleum service company

8.47

8.24

8.19

Having a wide range of products & services to suit your needs

8.92

8.83

Being trustworthy

Being innovative

8.16

7.92

Being the right partner for your oil/ petroleum needs

24 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015

8.25 7.79

Offering customers easy access through conveniently located service sations


Problems Resolved At Total Nigeria, we are not only a responsible business, but a responsive one. Our customers know that they can come to us with their needs, and these will be resolved in the shortest amount of time possible.

Problem Resolved Yes

36%

No

67% 33%

64%

Competition User

Total User

Time Spent on Problem Resolution A few minutes About an hour

14% 100%

86%

Competition User

Total User

25 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


Overall Satisfaction with Service Station Our customers in Abuja recorded the highest rate of satisfaction – and this result has been consistent with the customers' likelihood to retain Total Nigeria's services or recommend them to a friend – with our service and we have immediately begun to explore methods to heighten the experience for them. We have also taken steps to identify the issues our Lagos customers have, and make the necessary remediation.

Likely to Continue Using Service Station - Brand Category

Total Users

Competitive users

8.61 8.37

Overall Satisfaction with Service Station - Location

Lagos

Likely to Continue Using Service Station - Location

8.56 9.15

Abuja

Lagos Port Harcourt

8.28

8.22 Abuja

9.08

8.56

Port Harcourt

Overall Satisfaction with Service Station - Brand Category

Total Users

Competitive users

Will Recommend Service to a Friend or Business Acquaintance – Brand Category

8.61 8.35

Total Users

Competitive users

26 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015

8.72 8.44


Will Recommend Service To a Friend or Business Acquaintance - Location

Lagos

8.29

Abuja

9.29

8.7

Port Harcourt

Product rating In terms of the quality of products and services rendered by Total Nigeria, our results were once again excellent, with our lowest scores hanging on the availability of the product and the value for money our customers receive.

Total Nigeria Product Rating 10.0 9.0 8.0

9.1

8.7

8.6

7.0

8.1

8.1

6.0 5.0 4.0 3.0 2.0 1.0 0.0 Product Quality

The company prices are competitive

Price being regular/ stable

Value for money

27 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015

Product being available when required.


Overall Rating 10.0 9.0 8.0 7.0

7.8 7.4

7.4

6.0

5.7

5.0 4.0 3.0 2.0 1.0 0.0 Service culture

Corporate reputation & image

Problem resolution

Customer satisfaction

Value Added Services In the course of engaging with our customers, value for money on our products and services was identified as a material issue. Our strategic response to satisfying the evolving needs of our customers was develop the 'one-stop centre' strategy whereby a variety of customers' needs are met in one place; Total Nigeria service stations. Now, in addition to receiving premium customer service from service attendants, customers can purchase petroleum products, gas, lubricants, car-car products, insecticides, conveniently shop at CafĂŠ Bonjour shops, and receive premium car maintenanceand care services from Total Service and Total Wash. Corporate customers demand for bulk products are met through our Vendor Management Service and Equipment/Technical Assistance service. This Vendor Management Systems Manager dispenses products to the customer through two possible channels: retail channel, where there is a dispensing pump at site used to service vehicles and trucks; and the direct consumption channel where the boilers and consumption generators are directly connected to the tanks using flow meter to measure consumption. This guarantees our customer adequate stock at all times, and relief from the burden of interference/encumbrances in the process of product reception. Furthermore, in order to maintain and consolidate our unique position in the oil and gas industry, and in addition to our core products and services, Total Nigeria Plc with the support of Air Total International (incorporated in Switzerland), is well established as one of the major suppliers of aviation fuel to the aviation industry in Nigeria. Indeed, Total Nigeria is currently one of the two largest suppliers of JET A1 fuel in Nigeria today, offering excellent fuelling services at Lagos airports (domestic and international), and Kano, Abuja and Port Harcourt airports.

28 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


PRIMARY FOCUS II:

EMPLOYEE HEALTH & SAFETY


At Total Nigeria, we place a high premium on the welfare of our staff. Our number one objective is, therefore, 'zero fatality.' Through the application of the '12 Golden Rules', the use of a 'stop card' to avoid risky situations, and a standardised reporting mechanism for all anomalies, we are happy to report that we had zero fatalities in 2015 and a zero recordable injury rate. Consistent with the Company's safety ambition of sustainable development and commitment to better energy, safety is of utmost priority to us. More so, in keeping with the definition of true health as the physical, mental and emotional wellbeing of our staff, we protect our employees from incidents of discrimination through continuous dialogue and engagements including joint consultative committee meetings. We also encourage our staff to show the utmost respect for tenets in our Consolidated Basic Agreement which has been signed by the Union/ Association.

“Safety is a strong indicator of our commitment to better energy.�

Working at Total Nigeria We have a total workforce of 477, majority of whom are covered by collective bargaining, and have undergone the requisite 40 hours of training.

By Employee Category

By Gender

Our staff are categorised as follows:

By Age

Less than 30 Male

Female

Male

Governance Bodies

Male

Female

Employee with Disability

Female

Male

Female

30 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015

30-50

more than 50


MD's Football Cup

Based on our belief that a healthy workforce is a prerequisite for productivity and sustainable growth, we pay particular attention to fostering good health practices among the staff, especially in continuing the tradition of The MD's Cup Football Tournament; a biennial football competition amongst staff targeted at boosting employee fitness and promoting work-life balance. Established in 2009, the fourth edition of this event held from May 12 to 16, 2015. There were four participating teams representing the Head Office, Northern, Eastern, and Western territorial offices. Prior to the final match, using the league format, these teams competed in preliminary matches with the Western Territory and Head Office emerging as finalists.

The Head Office team beat the Western territory during the final match of the tournament by three goals to one. The preliminary matches were held at the Legacy stadium, Surulere on May 13 to 15 while the final match was held at Campos Mini Stadium, Lagos on May 16; all in 2015.

31 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


Other activities that formed part of the event include: Healthy Living Walk by Management and Staff with our families and friends, from Total House in Victoria Island, to Campos Mini Stadium, Lagos Island Novelty match between Management and Dealers, which drew one goal to one Fastest Man and Woman in Total Nigeria Plc competitions, in which Mr. Albert Mabuyaku, Corporate Affairs Manager and Mrs. Kate Ogu, Category Manager (Automobiles), retained their titles won in the 1st edition of this contest. Apart from being lots of fun and entertainment, the MD's Cup tournament offers several health benefits to the physical and mental well-being of participants.

32 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


Global Diversity Day 2015 Total Nigeria Plc boasts a culture of richly diverse people of different ages, national origins, political beliefs, race, gender, religious affiliations and spiritual affinities, of which we are very proud. We strongly believe that employees' differences generate richer ideas and solutions. In keeping with this, we celebrated the Global Diversity Day (GDD) in 2015, focusing on the themes, 'Diversity Drives Performance' and 'Diversity Makes Us Better', to help us eliminate stereotypes, prejudices and dominant misrepresentations in the company and to provide a platform for employees to discuss and share ideas on Total's values. This auspicious event was celebrated nationwide at the Total Head Office, Eastern, Western, and Northern territories, and included the depots, plants, customer service centers, truck driving school, Joint Users Hydrant Installation (JUHI), and aviation units. It was indeed a “diversity-packed� event with equal parts fun and enlightenment.

33 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


The Total Crèche Initiative We understand the difficulty many employees face as parents in not only procuring good health care for their wards, but in ensuring they are hands on in parenting these children. Consequently, we provide a child care facility aimed at alleviating the burden from our employees, especially the working mothers and of course, fathers. The facility was established in 2010 and started with 4 babies. “By the end of 2010, the crèche had 10 babies”. In 2011 it had 7, in 2012 - 6, in 2013 – 15, in 2014 - 5 and 2015 - 10 babies. 32 babies have graduated from the crèche till date, with a total of 42 babies in all.

34 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


PRIMARY FOCUS III:

STRONG ECONOMIC PERFORMANCE


Transparency Is Key to Our Business Growth - Statement of Value Added

2015 2015 N'000N Revenue

2014 2014 Restated Restated* N N'000

%

%

208,027,688

240,618,693

(44,288,590)

(60,353,690)

(144,787,127)

(158,907,693)

18,951,971

21,357,310

Other income

1,204,459

1,171,824

Finance income

2,030,983

Value added

22,187,413

100

22,872,053

100

2,448,339

11

1,542,464

8

7,102,282

32

6,777,106

30

1,790,600

8

2,621,211

11

679,044

3

679,044

3

Bought in material and services Less- Bought in materials and services: - Imported - Local

342,919

Applied as follows To pay government: Income tax, education tax and capital gains tax To pay employees: Salaries, wages, pensions and social benefits To pay providers of finance: Finance costs Interim dividend Retained in the business To maintain and replace: - Property, plant and equipment - Intangible assets Final dividend To augment retained earnings

2,997,670

14

2,854,662

12

66,731

-

51,412

0

3,055,696

14

3,055,696

13

4,047,051

18

5,290,458

23

22,187,413

36 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015

100

22,872,053

100


PRIMARY FOCUS IV:

CORPORATE CITIZENSHIP


CORPORATE CITIZENSHIP Total Nigeria’s Corporate Social Responsibility (CSR) strategy is based on the societal approach which focuses on actions relating to Citizenship, Human & Societal and Local Economic Development, access to Energy and the Environment. The societal approach strategy include initiatives undertaken by Total in order to better integrate its activities into the societal context of its host communities notably by contributing to human, economic and social development. It helps to create measurable and lasting value for stakeholders. This presupposes our CSR initiatives must be implemented in a climate of respect, listening, continuous dialogue and transparency with our stakeholders. We believe that the role of businesses in the sustenance of the society is very crucial; we, therefore, endeavour to carry our business sustainably in our communities with greater transparency and inclusiveness. Total Nigeria has facilities in 5 communities: Kaduna, Koko, Ibafon, Kirikiri, and Apapa. In each of these communities, we have maintained our commitment to our stakeholders to not only be responsible, but to also be responsive to their needs through the years. To achieve this, we have structured our stakeholder engagement such that we are in partnership with our host communities through consultative committees comprising representative arms of the communities like the education committee, elders and youth council, women representatives and others. In addition, feedback from these meetings are fed into the SRM+ framework received from the Total Group. This information is then analysed and aggregated to identify and prioritise the issues most critical to our communities. This technique has worked seamlessly over the years and has allowed us to enjoy a mutually beneficial relationship with our communities.

38 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


Education Job Shadow 2015 The Total Job Shadow program paired secondary students with select employees of Total Nigeria Plc to enable them experience first-hand, the employee work environment, occupational skills in practice and potential career options. 30 students were given the opportunity to contest in an essay competition chronicling their activities during their time at Total Nigeria.

Overall, 5 winners from 3 schools emerged and the first and second place winners were presented with Tablets pre-loaded with educational materials and 6 months internet subscription to bolster their efforts towards academic excellence. The third place winners were presented with the Awango by Total solar lamps, bringing value not only to them, but to their family members.

39 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


The highlight of the program was, however, the profound excitement and gratitude from the students and school authorities to Total Management which served as an encouragement to do even more in future.

2015 Total Job Shadow Essay Competition Winners Student's Specialty area

Name of Student (Mentee)

School

Sale Nathaniel

Government Senior College V.I.

Science

95%

1st

Uzoamaka Chinyere

Kuramo Senior College, V.I.

Science

90%

2nd

Science

90%

2nd

Aondohemba Stephen Government Senior College V.I

Scores

Position

Paul Blessing

Victoria Island Senior Sec. School

Commercial

85%

3rd

Jimoh Babatunde

Government Senior College V.I

Science

85%

3rd

40 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


41 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


Total Skills Acquisition Programme – Kaduna and Delta States In recognition of the relevance of vocational and technical training in today's advanced world, Total Nigeria embarked on a Skills Acquisition Program for the youth of its affiliate's host communities in Kaduna State and Delta State. While the program has recorded success over the years, 2015 saw 15 of the graduating youth presented with starter packs that would help them further careers in their chosen vocation including welding & fabrication, fish & crop farming, fashion designing, computer studies, furniture making and hair dressing.

In addition to the starter pack which usually contains work tools recommended by trainers required to set up small scale businesses for the beneficiaries, Total also prepaid two years of shop rent to further assist each beneficiaries. This program has since its inception in 2006, graduated 60 youths in Kaduna state and 40 in Delta state. All of whom have been exposed to learning in certified training centres, and with training materials and allowances provided for the beneficiaries and their trainers to ensure they are well equipped with the necessary learning tools. Furthermore, participants at the training are usually closely monitored by the Stakeholders Consultative Committee which comprises the community leaders/representatives and Total Nigeria Plc, to ensure they remain committed to successfully completing the training to their benefit and their communities at large.

42 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


43 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


Health HIV/AIDS, Tuberculosis and Malaria Preventive Education in Abuja Total Group in Nigeria, in collaboration with the Nigerian Business Coalition Against AIDS (NIBUCAA), its technical partner on HIV/AIDS, launched the HIV/AIDS Tuberculosis and Malaria preventive education project in 2015. The 2015 campaign was launched at the Total Service Station at Bwari Local Council Development Area of the Federal Capital Territory (FCT), Abuja where preliminary surveys had identified the vulnerability of the community and necessitated immediate action. Included in the activities for the launch was a 4-day peer educators training for 25 customer attendants and their station dealers. These trained peer educators were expected to in turn take the campaign to customers in their various service stations, during the course of their forecourt duties; as well as to their peers. Instructional and educational materials like posters, handbills and condoms were also given to the peer educators as tools to carry on the campaign.

44 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


More importantly, however, free HIV/AIDS counseling and testing was provided at the launch implemented simultaneously at various locations around Bwari and its environs for a period of two weeks. Overall, 1640 people were tested, out of which 1175 were male and 465 were female, and positive cases were immediately forwarded to identified support groups and primary health centers. The highlight of the event was the presentation of hi-tech HIV/AIDS screening equipment and two-month re-agents supply to the Bwari General Hospital. This primary health care facility, following a survey, was identified as having the capacity to maintain and sustain the equipment, as well as serve as a reference point for advanced screening for HIV/AIDS cases in Bwari and its environs. Total Companies in Nigeria also ensured that the vendors of the equipment installed and provided basic training for handlers of the equipment, and agreed to sponsor one year of maintenance.

45 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015



Net it Out Project in Ibafon Community Studies in a number of countries in Africa have reported a 17% - 63% reduction in overall child mortality resulting from the use of the nets (WHO: 2012). Based on the body of proof that Long Lasting Insecticide Nets (LLINs) are one of the most effective malaria vector control methods available to date, Total Group in Nigeria initiated the 'Net it Out' project to distribute and support in the hanging of LLINs in 500 households and to hand out Total insecticides to about 3,250 beneficiaries, many of whom were children under 5 and pregnant women in Ibafon community of Lagos state. In addition, information, education and communication (IEC) materials were distributed within the community and across all Total Service stations nationwide to educate communities in our environs about malaria prevention and treatment. The highlight of this program was the adulation from The Lagos State Ministry of Health through the State Malaria Elimination Program, praising our initiative as one that has made a significant dent on the malaria burden on Nigeria, and their provision of technical support for the project.

47 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


17% 63%

from to

Community Head, Ibafon, on Net it Out Initiative "It is very exciting to see that the Total Group is supporting our community in a significant way by helping a lot of poor families to prevent the spread of malaria in their homes. In addition to providing the nets at no cost, they have also provided labour to hang the nets so the families can start using it immediately. We will continue to pledge our support for the Company as they keep demonstrating their support for our people".

Reduction in overall child mortality resulting from the use of the nets

‘Net it Out’

distributed nets to

500 households

3,250 Insecticide

beneficiaries, many of whom were children under 5 and pregnant women in Ibafon community of Lagos state.

48 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


Sponsorship and Donations SOS Children’s Villages Sponsorship

Total Nigeria Plc is committed to creating better lives especially for those who are unable to do so for themselves. Through our corporate sponsorship programmes, we are able to make real impact in the lives of members of our local communities by identifying and catering to their precise needs. At the end of 2015, Total donated food items and provisions to 30 orphaned children in our SOS Children's Villages in Isolo, Lagos, Gwagwalada, Abuja, and Owo Ijebu, Ogun. We also sponsored a Christmas party in all three villages. Our activities are, however, not limited to meeting these one-off needs. We have deployed a two-layered programme with the Complete Child Care Initiative and Mentor-a-Child Initiative, where we pay the school fees of these children, provide clothing for them, and develop close oneon-one relationships with them by assigning mentors; so much so that some of the mentors took their wards home for the Christmas holidays. The highlight of the initiative was the renovation of the home in Owo Ijebu. The house which was previously sparsely furnished and in need of new and improved fixtures, fittings and amenities, was totally refurbished to the joy of the children and their caretakers alike. Some of our other activities included: Secondary School Sponsorship Program for 22 students in Koko Ugomeje school furnishing project Fish farming project for one of the SAP beneficiaries.

49 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


BEFORE

AFTER


51 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


Donations and Sponsorships Many organisations nationwide have benefitted from Total Nigeria's sponsorship activities. We are however selective of those who receive funding from us - individuals and organisations - to ensure that our commitment to real improvement is maintained along our value chain. Thus, we subject beneficiaries of our donations to thorough Due Diligence processes. In 2015, we conducted a company-wide Total Survey, proceeds of which were split across three of our charity organisations, with each one receiving N130,333.33. Looking Forward Here at Total Nigeria, we are looking ahead with a view to increasing our reach in 2016. We cannot afford to rest on our oars and have, therefore, set targets for ourselves to enhance our relationship with our local communities. We plan to: upgrade the Artillery School Complex in Kaduna increase the number of students who benefit from our scholarship from 21 to 26 implement 'Road Safety for Children' in 30 schools train 15 youth in a vocation of their choice and set them up train six female mechanics in Apapa, Ibafon and Kirikiri upgrade our sponsored house at the SOS Children’s Village Gwagwalada, Abuja

Donation 2015 Furnishing of Ugogomeje Nursery & Primary School, Koko Delta State. (Class room chairs, desks, teachers chairs desks, library shelves) Various Sponsorships & Award Ceremonies (Nigerwives braille book, St. Theresa's interhouse sports, LBS CSR Initiative, Equiping kakuri Vocational Center, Society for Corporate Governanace, Int'l Womens Orgn (Small world), FNCCI Week, Nigerian Archeoigical Mission, Paralympic sponsorship etc SOS Children’s Villages Sponsorship

N 3,841,400

5,136,000

10,369,605

Christian Mission for the Deaf

200,000

Wesley School for the Hearing Impaired

200,000

Bethesda Child Support Agency

200,000

Little Saints Orphanage

200,000

Willy-Huts Humanitarian Development Foundation

200,000

International Women's Organisation for Charity

200,000

Lagos Chesire Home

200,000

Arrow of God Orphanage

200,000

Foundation for Hope in disability

200,000

Rosalie Home Rehabilitation Center

200,000

Good Shepherd Foundation for Destitute Children.

200,000

Heart of Dorcas Children's Center

200,000

Orphanage of the Holy Spirit

200,000

Heart of Delta Childrens home/Heart of Warri Trust

200,000

Koko Primary Health Care Center

200,000

Nigerian Red Cross Society Motherless Babies home Enugu.

200,000

Grassroots Health Organisation of Nigeria

200,000

Fatherless & Motehrless Children's Aid Organisation

200,000

Joshua Generation Foundation and Youth Development

200,000

Ministry of Mercy Orphanages

200,000

52 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


PRIMARY FOCUS V:

ENVIRONMENTAL PERFORMANCE


Innovative and Affordable Access to Energy With Total's Awango

The initial goal of reaching 5 million people by selling 1 million lamps by 2015 was achieved and exceeded!

At Total Nigeria Plc, we are very conscious of the effect our activities have on the environment. It is especially important to us to forge thought leadership in our local clime. This prompted us to launch the Awango by Total program in 2012 to market solar lamps, providing affordable access to energy for grassroots and communities in emerging markets. We had a target to sell five million lamps by selling one million by 2015, Total is happy to report that we met and exceeded that target in May 2015. We achieved this through partnerships with local enterprises in diverse communities; culminating in a win-win situation for all. Total intends to provide clean, safe and affordable energy to as many people as possible. To do that, we strive to find innovative technological solutions, using a business model viable on a large scale.

Nigeria's First Solar Powered Station In June 2014, Total Nigeria made history by building Nigeria's first solar-powered station at Onigbagbo, Lagos state. The station has contributed significantly to the reduction of our scope one carbon emission as well as electricity costs. Equipped with other facilities such as Oil separator pit for the forecourt, over-fill prevention devices for fuel tanks, and double wall tanks with leak detectors. Also, energy saving solutions like the installation of low-energy consuming refrigerators is being used to limit the overall energy consumption in the stations; Total Nigeria Plc through these initiatives, reinforces itself as the brand of reference in sustainable development excellence.

54 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


Efficient Water Consumption Total Nigeria utilized the Harpe System to monitor its use of water across all its operations. While these have typically led to decreases in water consumption, we often have sudden increases as a result of one-time project run in certain communities, like the construction work at the Koko Plant in 2012. In 2015 we recorded a slight increase in water consumption compared to 2014, specifically because of the site at Apapa (Lagos) which now supplies water to the Lagos South Office, the community mosque and the PTD Union building. Nevertheless, our processes ensure that we efficiently utilize water resources, and as such, plans have been set in motion to run an awareness campaign on responsible consumption of water resources for the 2016 World Environment Day. Water Consumption (10Âł mÂł)

30 27.5

25 20

23.6 20.8

15

15.4 13.5

5 0 2011

2012

2014

2013

2015

Energy Consumption Energy Purchases 2,000

2,000

1,500

1,500

1213 1,000 500

1001

1204

852

1474

1197

1127

664 361

1,000 500

338 0

0

2011

2012

2013

2014

2015

2011

Electricity (mwh)

2012

2013

2014

2015

Other energies (toe)

LPG consumption (toe) Heavy fuel consumption (toe) Domestic oil and diesel consumption (toe)

We recorded a slight decrease in energy consumption in 2015 compared to 2014 primarily to low throughput activity in our white product depots as well as the exclusion of Head office from the scope of reporting. Energy consumption in 2012 was higher than 2011 and 2013 due to high activity in the plants and depot. We have set our sights to improve our performance next year through an energy efficiency project that will be launched in all our lubricant plants and depots to optimize and reduce energy consumption by at least 5% , using 2015 as a baseline figure.

55 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


Waste Treatment & Management Treated waste quantity (t) 2,000 1,800

Non-hazardous waste (t)

1,600 1,400

1531 1241

1,200

1267

Hazardous waste (t)

1188 1,000

waste treatment cost (kâ‚Ź)

800 600 400

409

524

200

20

0

2011

2012

2013

52

9 2014

2015

The slight increase in hazardous waste quantity for 2015 compared to 2014 and 2013 was due to excavated hydrocarbon-tainted soil from Apapa depot during Tank 5 reconstruction project. Before that however, 2011 and 2012 experienced the Underground and Aboveground Storage Tank cleaning exercises that were carried out in 80 stations and 6 depots nationwide. Waste treatment ways 2015

0.21%

Recycle/Recovered Waste (t)

Other treatment

99.79%

As a part of our efforts to reduce our waste creation, we launched the waste paper recycling initiative throughout the Total Group which accounted for the reduced quantity in 2014. However, we have excluded the Head Office from this report, and the records are solely for Total Nigeria Plc. Our compliance to the controlled-incineration approach to non-hazardous waste management adopted by most regulators to reduce leachate and groundwater pollution issues accounted for the increase in number of waste treated by incineration. We however hope to improve the quantity of waste recycled across all our sites by providing waste disposal bins adapted for waste segregation to begin in Lagos. 56 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


Spills and Emissions VOC emissions (t) 1,600 1,400

1,474 1241

1,200

1,190 1,000

1,060

800

912

841

600 400 200 0

2011

2012

2013

2014

2015

The VOC emission for 2015 is lower compared to 2014, 2013 and 2012 due to low loading and throughput operations in the white product depots.The invariant project aimed to providing safety & environment-critical equipment in the depots for 2016 includes the maintenance of floating screens for PMS tanks to minimize emissions. Spills numbers and volumes (mÂł)

20

400

18

350

351

1241

16

300 14 250

12

235

200

10 8

150

148 136

100

6 4

81 50 0

Volume of spills which reached the natural environment (mÂł)

Number of spills which reached the neutral environment

2

2011

2012

2013

2014

2015

0

We recorded a higher number of spills in 2015 compared to 2014 mostly due to truck accidents. The volumes that reached the environment were however higher because two of the trucks were incinerated during these accidents. Remedial actions have been taken in this regard to combat future occurrences

57 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015



Power Generation and Its Challenges Total Solar Solution to the rescue Nigeria has a population of about 180 Million and currently generating between 4,000 to 4,500 MW of electricity. With a projected demand of 20000MW there is an extreme electricity supply gap in the country. Statistics also show that only about 45% of the population has access to electricity. It is no surprise then that the citizenry has resorted to the use of costly alternative sources of energy; generators, lamps, candles, inverters etc. With their associated cost implications and underlying dire impact on the environment, these options are neither efficient nor sustainable for the average Nigerian. Study show that the average Nigerian spends about N12,000/month to generate an average of five hour power supply daily. Most of these costs are on the conventional sources beyond solar, that is, when they are available for consumers to buy. But Nigeria has abundant renewable energy potentials with an annual average daily solar radiation of about 3.5 KWm2/day in the southern part and 7.0 KWm2/ day at the northern boundary….enough to give Nigerians, sustainable and realistic energy option.

“...We have taken bold steps to venture into more environmentally friendly energy solutions.”

Total Solar Solution With the global climate change and increasing carbon emissions becoming one of the most serious threats facing humanity today, Total identifies the need for alternative energy technologies and solutions. In our effort to lead the campaign for a greener tomorrow for generations to come, and in line with our sustainable development goals, we have taken bold steps to venture into more environmentally friendly energy solutions. Today, Total offers a bouquet of solar solutions, including: the hybrid energy solutions for industries, the Solar Home Solution for families and homes; and our portable Awango by Total Solar Lamps. Total Nigeria equally has the capacity to provide solar solution for telecom mast operators. This is an indication that the Total solar technology has numerous benefits to every sector of the Nigerian economy. As a group , Total has deployed Solar solutions to over 3,000 telecom sites.

59 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


The benefits of these products not only include clean sustainable energy, but also huge cost savings on electricity bills and other conventional energy sources beyond solar. The Solar Hybrid solution is ready to be offered to organisations who intend to use clean energy and remarkably reduce their cost on fuel. We have successfully concluded pilot phases for the Solar Home Solutions and ready to launch into the market.

All Total solar solutions will be delivered with SunPower Panels. Over the years, SunPower has been recognised as the industry leader in offering the highest efficiency solar panels in the market. It absorbs more sunlight compared to other conventional panels and remains intact even after years of exposure to extreme weather conditions. Hence, the reliability and efficiency of Total solar panels confirm why they're backed by the best; 25-year combined Power and Product Warranty in the industry.

SunPower Corporation is a leading global Solar panel manufacturer in America and a subsidiary of Total. It designs and manufactures high-efficiency crystalline silicon photovoltaic cells and solar panels. It holds the world-record of large silicon panel efficiency (24.2%) a record confirmed also by the US department of Energy's National Renewable Energy Lab, thereby empowering Total to offer the best Photovoltaic power solutions with highest level of efficiency and reliability.

Total panels offer the highest power-per-meter of any conventional panel available; typical modern designs are in the 250 to 270 W, while SunPower panels produces 345 W from the same sized panel. Hence, this enables it to produce 44% more energy than the conventional panels of equal size.

Total Nigeria is set to play a major role in providing cleaner, sustainable and environmentally friendly energy in Nigeria.

60 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


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PAGES

DISCLOSURES ITEM

GENERAL STANDARD DISCLOSURES G4-1

Our Managing Director’s Statement

4

G4-3

Total Nigeria at a glance

9

G4-4

Total Nigeria at a glance

9

G4-5

Our presence across Nigeria

9

G4-6

Scope & boundary

6

G4-7

Total Nigeria at a glance

9

G4-8

Our presence across Nigeria

9

G4-9

Optimising opportunities for growth

9

G4-10

Working at Total Nigeria

30

G4-11

Working at Total Nigeria

30

G4-12

Value added services

28

G4-13

Optimising opportunities for growth

G4-14

Environmental performance

55

G4-15

Associations & memberships

14

G4-16

Associations & memberships

14

G4-17

Strong economic performance

36

G4-18

Our sustainability approach

13

G4-19

Assessing our stakeholders’ issues

20

G4-20

Assessing our stakeholders’ issues

20

G4-21

Assessing our stakeholders’ issues

20

G4-24

Identifying our stakeholders

19

G4-25

Corporate citizenship

38

G4-26

Engaging stakeholders

18

G4-27

Assessing our stakeholders’ issues

20

G4-28

Scope and boundary

6

G4-29

Scope and boundary

6

G4-30

Scope and boundary

6

G4-31

Scope and boundary

6

G4-32

Scope and boundary

6

G4-34

Committed to strong corporate governance

11

G4-56

Committed to sustainable development

10

61 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015

9


GRI DISCLOSURES

IPIECA PRINCIPLES

DISCLOSURE ITEMS

PAGES

ECONOMIC PERFORMANCE SPECIFIC STANDARD DISCLOSURES EC

SE13

Strong economic performance

36

SOCIAL PERFORMANCE: UNGC PRINCIPLE 3 & 6 LA-6

HS-3

Employee health & safety

30

LA-9

SE-17

Employee health & safety

30

LA-12

SE-15 &16

Working at total nigeria

30

HR-3

SE-18

Employee health & safety

30

SO-1

SE-1

Corporate citizenship

38

ENVIRONMENTAL PERFORMANCE: UNGC PRINCIPLES 7 - 9 EN-3

E-2

Energy consumption

55

EN-6

E-2

Energy consumption

55

EN-8

E-6

Efficient water consumption

55

EN-9

E-6

Efficient water consumption

55

EN-21

E-9

Spills & emissions

57

EN-22

E-10

Waste treatment & management

56

EN-23

E-10

Waste treatment & management

56

EN-33

E-9

Spills & emissions

57

ABBREVIATIONS CSR – Corporate Social Responsibility HSEQ – Health, Safety, Environment Quality ISO – International Organisation for Standardisation ISOIPIECA – The global oil and gas industry association for environmental and social issues LPG – Liquefied Petroleum Gas SEC – Securities and Exchange Commission UNGC – United Nations Global Compact

62 SUSTAINABILITY REPORTING AT TOTAL NIGERIA | 2015


www.total.com.ng www.facebook.com/totalnigeria www.twitter.com/totalnigeria

Energy drives progress where it is readily available. Two of the biggest challenges in building a responsible energy future are ensuring access for all and using energy wisely. This is the environment in which we conduct our business. With operations in more than 130 countries, we are a leading international oil and gas company. We produce, refine and market oil and manufacture petrochemicals. We are also a world-class natural gas operator and rank second in solar energy with SunPower. Demonstrating their commitment to better energy, our 100,000 employees help supply our customers worldwide with safe, cleaner, more efficient and more innovative products that are accessible to as many people as possible. We work alongside our stakeholders to ensure that our operations consistently deliver economic, social and environmental benefits.

Total Nigeria Plc. Total House, 4 Churchgate Street, Victoria Island P. O. Box 2143, Marina Lagos, Nigeria Tel: +234 (01) 4619182-9 Fax: +234 (01) 4610544 Email: info@total.com.ng Website: www.total.com.ng


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